Privacy Policy

This Privacy Policy describes how U Tele Services collects, processes, stores, and protects the personal information you provide when using our website, purchasing a service plan, or contacting our support team. We are committed to handling your data responsibly, transparently, and in compliance with applicable Indian laws including the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.

The policy applies to:

• Visitors to our website at uteleservices.com
• Prospective customers who submit enquiry forms or call our sales team
• Active subscribers of our fiber broadband, IPTV, and OTT plans
• Users of our Customer Portal at customer.uteleservices.com
• Any person who contacts us via email, WhatsApp, or social media

By accessing or using our services, you agree to the collection and use of information in accordance with this policy. If you disagree with any part of this policy, please refrain from using our services and contact us at support@uteleservices.com.

Our services are intended for individuals who are 18 years of age or older, or minors who are using the service under the supervision and with the consent of a parent or legal guardian.

Children under 13: We do not knowingly collect personal information from children under the age of 13. Our services are not directed at children under 13. If you believe a child under 13 has submitted personal information to us without parental consent, please notify us immediately at support@uteleservices.com and we will take steps to delete such data promptly.

Minors between 13 and 18: If you are between 13 and 18 years old, you may only use our services with verifiable parental or guardian consent. The parent or guardian becomes the responsible party for the account and associated data. By registering a plan on behalf of a minor, the parent or guardian affirms they have reviewed and accepted this Privacy Policy.

We reserve the right to request age verification at any time and to terminate access to our services if eligibility requirements are not met.

We collect information in two primary ways — information you directly provide to us, and information collected automatically when you use our services.

A. Information You Provide Directly

• Account Registration: Full name, residential address, phone number, and email address when you subscribe to a plan or register on our Customer Portal.
• Identity Verification: Government-issued ID details (such as Aadhaar or PAN) may be collected as required for KYC compliance under Indian telecommunications regulations.
• Payment Information: Billing address, bank account details, UPI IDs, or card information provided when making payments. Note: we do not store card numbers — payment processing is handled by PCI-DSS compliant third-party gateways.
• Service Preferences: Plan selections, add-ons, installation address, preferred contact hours, and communication preferences.
• Support Correspondence: Details shared in emails, phone calls, WhatsApp messages, or support tickets — including complaint descriptions, device information, and troubleshooting details.
• Enquiry Forms: Name, contact details, and messages submitted through our website contact or callback forms.

B. Information Collected Automatically

• Network & Device Data: IP address, MAC address, device type, operating system, browser type, and version used to access our website or Customer Portal.
• Usage Data: Pages visited, time spent on each page, links clicked, referral URLs, and session duration on our website.
• Connection Data: Broadband connection speed, data usage volumes, session start/end times, and equipment identifiers (ONT/router) as part of network management.
• Location Data: Approximate geographic location derived from your IP address for service availability checks; precise location only if you explicitly grant permission during a service request.
• Cookies and Tracking Technologies: Session identifiers, preference cookies, and analytics data — described in detail in the Cookies section below.

C. Sensitive Personal Data

Where required by law or regulation, we may collect sensitive personal data such as financial information and government identification. This data is collected only with your explicit consent and is handled with additional security safeguards beyond what applies to general personal data.

We use the information we collect for the following purposes, all of which are necessary to deliver, improve, and protect our services:

• Service Delivery: To provision, activate, and manage your fiber broadband, IPTV, and OTT subscription — including scheduling installation, configuring equipment, and assigning network access.
• Billing and Payments: To generate invoices, process payments, send payment reminders, and manage renewals or refunds in accordance with our Refund Policy.
• Customer Support: To respond to your queries, resolve technical issues, dispatch field technicians, and follow up on complaints through our Grievance Redressal process.
• Account Management: To maintain your account on our Customer Portal, allow plan upgrades or downgrades, and manage authentication credentials.
• Service Communications: To send transactional messages such as activation confirmations, plan renewal notices, maintenance alerts, and outage notifications via SMS, email, or WhatsApp.
• Marketing Communications: With your consent, to inform you about new plans, promotional offers, and UTeleservices products. You can opt out of marketing messages at any time by contacting us at support@uteleservices.com.
• Network Management: To monitor bandwidth usage, manage Fair Usage Policy (FUP) thresholds, troubleshoot connectivity issues, and maintain network security.
• Service Improvement: To analyse usage patterns, identify areas of improvement, fix bugs in our website or Customer Portal, and develop new service features.
• Legal and Regulatory Compliance: To comply with orders from government authorities, law enforcement, TRAI regulations, or Indian court orders as required by applicable law.
• Fraud Prevention: To detect and prevent fraudulent activity, unauthorised account access, and misuse of our network in accordance with our Acceptable Use Policy.

We will not use your personal information for any purpose that is incompatible with the purposes listed above without first obtaining your consent or where otherwise permitted by law.

Our website uses cookies and similar tracking technologies to enhance your browsing experience, understand how visitors use our site, and deliver relevant content. A cookie is a small text file placed on your device by your web browser when you visit a website.

Types of Cookies We Use

• Strictly Necessary Cookies: Required for the website to function correctly. These include session management, login authentication for the Customer Portal, and security tokens. These cannot be disabled without impairing core functionality.
• Preference Cookies: Remember your choices such as language preference, previously selected plan, or region. These allow us to personalise your experience on return visits.
• Analytics Cookies: Help us understand which pages are visited most, how long users stay, and where they navigate from. We may use tools such as Google Analytics (anonymised IP) for this purpose.
• Marketing Cookies: Used to track visits across websites to present relevant advertisements. These are only placed with your consent and can be withdrawn at any time.

Web Beacons

Our emails and certain web pages may contain small electronic images called web beacons (also known as pixel tags or clear GIFs). These help us determine whether emails have been opened, links clicked, and pages viewed. Web beacons do not place cookies on your device.

Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to block or delete cookies. Please note that blocking essential cookies may impact your ability to log in or use certain features of our website. Common browser guides:

• Chrome: Settings → Privacy and Security → Cookies and Other Site Data
• Firefox: Options → Privacy & Security → Cookies and Site Data
• Safari: Preferences → Privacy → Cookies and Website Data
• Edge: Settings → Site Permissions → Cookies and Site Data

For questions about our cookie usage, contact us at support@uteleservices.com.

We take the security of your personal information seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, accidental loss, alteration, disclosure, or destruction.

Security Measures We Employ

• Encryption: Data transmitted between your device and our servers is encrypted using TLS (Transport Layer Security). Sensitive data such as payment credentials is encrypted at rest.
• Access Controls: Personal data is accessible only to authorised UTeleservices personnel on a need-to-know basis. Access is logged and regularly audited.
• Secure Infrastructure: Our systems are hosted on secure servers with firewalls, intrusion detection, and regular vulnerability assessments.
• Payment Security: Card and UPI payment processing is delegated to PCI-DSS compliant third-party payment gateways. We do not store card numbers on our servers.
• Employee Training: Our staff are trained on data protection responsibilities and are bound by confidentiality obligations.

Data Storage Location

All personal data collected by U Tele Services is stored on servers located within India. We do not transfer personal data outside India except where strictly required for payment processing or OTT platform provisioning, and only to jurisdictions with adequate data protection standards.

Data Retention

We retain your personal data for as long as your account is active or as needed to provide services. After account closure, we retain data for a minimum of 3 years as required by Indian regulatory and taxation laws. After this period, data is securely deleted or anonymised.

Data Breach Notification

In the unlikely event of a data breach that poses a significant risk to your personal information, we will notify affected individuals and relevant authorities as required under applicable Indian law within 72 hours of becoming aware of the breach.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We share data only in the specific circumstances described below, and only to the minimum extent necessary:

A. Service Providers and Data Processors

We engage trusted third-party vendors who assist us in operating our services. These include:

• Payment Gateways: To process subscription payments and refunds securely.
• Network Infrastructure Partners: Our backbone infrastructure provider, who may access necessary network-level data to deliver connectivity.
• OTT Platform Partners: Such as PLAYBOXTV and Disney+ Hotstar, who receive subscriber activation details needed to provision your streaming access.
• SMS and Communication Providers: Who send transactional messages on our behalf.
• Cloud and Hosting Providers: Who provide secure infrastructure for our website and Customer Portal.

All third-party processors are bound by data processing agreements that require them to protect your information and use it only for the specified purpose.

B. Legal and Regulatory Disclosure

We may disclose your personal information where required by:

• A court order, summons, or other legally binding legal process
• A request from law enforcement authorities under applicable Indian law (including the IT Act, 2000)
• TRAI or DOT directives applicable to internet service providers
• Tax authorities requiring disclosure for statutory compliance

C. Business Transfers

If U Tele Services is involved in a merger, acquisition, or sale of assets, your personal data may be transferred as part of that transaction. We will notify you via email or a prominent notice on our website before your data is transferred and becomes subject to a different privacy policy.

D. With Your Consent

We may share your information with other third parties with your explicit consent. You can withdraw such consent at any time by contacting support@uteleservices.com.

Our website and services may contain links to or integrate with third-party websites, platforms, and services. These include:

• OTT Platforms: Disney+ Hotstar, OTTPlay, Playflix, Sabot, and other platforms accessible via PLAYBOXTV. Each platform has its own privacy policy and data practices.
• Payment Gateways: Third-party payment pages you are redirected to when paying your subscription. These gateways operate under their own privacy and security policies.
• Social Media Platforms: Our Facebook, Instagram, and Twitter/X pages are governed by the respective platform's privacy policies.
• Google Maps: Our contact page embeds a Google Maps iframe. Your interaction with this map is subject to Google's Privacy Policy.
• Speed Test Widget: The Ookla speed test widget on our website is provided by Ookla LLC and subject to their privacy terms.

We are not responsible for the privacy practices, content, or security of any third-party websites or services. We encourage you to review the privacy policy of every third-party service you use or interact with through our platform. The inclusion of a link to a third-party site does not imply endorsement of their privacy practices.

If you have concerns about how a third-party partner handles your data, please contact them directly or raise your concern with us at support@uteleservices.com and we will assist where we are able to.

This Privacy Policy is governed by and construed in accordance with the laws of the Republic of India, including but not limited to:

• The Information Technology Act, 2000 and its amendments
• The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• The Consumer Protection Act, 2019
• Regulations and guidelines issued by the Telecom Regulatory Authority of India (TRAI)
• The Indian Contract Act, 1872

Jurisdiction: Any disputes arising from or relating to this Privacy Policy, or the collection and processing of personal data by U Tele Services, shall be subject to the exclusive jurisdiction of the competent courts in Tamil Nadu, India.

Consumer Rights: Nothing in this Privacy Policy limits your rights under Indian consumer protection law. As a data subject, you have the right to:

• Request access to the personal data we hold about you
• Request correction of inaccurate or outdated personal data
• Request deletion of your personal data (subject to legal retention requirements)
• Withdraw consent to data processing at any time (where processing is based on consent)
• Lodge a complaint with the appropriate authority if you believe your data rights have been violated

To exercise any of these rights, contact us at support@uteleservices.com or call +91 87784 03848. We will respond within 30 days of receiving your request.

We may update this Privacy Policy periodically to reflect changes in our services, business practices, technology, or applicable laws. All updates will be published on this page with a revised "Last Updated" date at the top of the policy.

Material Changes: For significant changes that affect how we handle your personal data, we will notify you through one or more of the following methods:

• A prominent notice on our homepage or Customer Portal login page
• An email notification to the address associated with your account
• An SMS notification to your registered mobile number

What counts as a material change: Changes that materially affect the types of data we collect, how we use it, who we share it with, or your rights as a data subject will always be communicated proactively.

Your acceptance: Your continued use of our services after a policy update constitutes your acceptance of the revised terms. If you do not agree with any changes, you should discontinue use of the service and contact us to discuss account closure or transition options.

We recommend reviewing this page every 6 months to stay informed about how we protect your information. Archived versions of previous policies are available upon request.

For any questions about this Privacy Policy, please reach out to us:

• Email: support@uteleservices.com
• Phone: +91 87784 03848
• Post: 2nd Floor, Munner Complex, Near Ganesh Departmental Store, Palani Road, Udumalpet – 642126, Tamil Nadu, India