Privacy Policy

Welcome to Ukta. Ukta is operated by Sanmati Software Solutions (“Ukta”, “we”, “us”), based in Belagavi, India. We are committed to protecting your privacy and the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our feedback collection platform, including our web dashboard, in-store application, and tenant dashboard.

By using Ukta, you agree to the collection and use of information in accordance with this policy.

2.1 Account Information

When you create an account, we collect:

• Name and email address
• Organization/company name
• Phone number (optional)
• Password (stored hashed, never in plain text)

2.2 Feedback Data

When customers provide feedback through our platform, we may collect:

• Rating responses (1–5 scale)
• Survey answers and written comments
• Voice feedback — where a customer chooses to record a spoken response, we capture the audio, generate a text transcription, and analyze the sentiment of that text (see Section 4)
• Timestamp of submission
• Source of feedback (in-store app, web, QR, or API)

2.3 Customer Identification Value (CIV)

Businesses that use Ukta may pass an optional Customer Identification Value — for example a loyalty ID, account number, or a hashed phone number — from their own systems (such as a POS or billing tool) to link feedback to a returning customer. Ukta treats the CIV as an opaque string: we store only the value the business sends and do not collect the underlying personal details behind it. When data is anonymized, the CIV is irreversibly hashed (see Section 7).

2.4 Device Information

For in-store devices and mobile applications, we collect:

• Device identifiers and pairing codes
• Last active timestamps
• Push notification tokens
• Platform information (Android/iOS)

2.5 Usage Data

We automatically collect information about how you interact with our services:

• Log data (IP address, browser type, pages visited)
• Session information for authentication

We use the collected information for the following purposes:

• Service Delivery: To provide, maintain, and improve our feedback collection platform
• Analytics: To generate insights and reports for the business that collected the feedback
• Notifications: To send alerts about low ratings, rating spikes, and system updates
• Communication: To respond to your inquiries and provide customer support
• Security: To detect, prevent, and address technical issues and security threats
• Legal Compliance: To comply with applicable laws and regulations

Voice feedback is optional and is only captured when a customer actively chooses to record a response. When voice feedback is submitted:

• The audio is transcribed into text. In the in-store app, transcription runs on-device.
• We run automated analysis on the transcript text to estimate sentiment so the business can understand the feedback at a glance.
• The audio recording, transcript, and derived sentiment are stored against the relevant feedback entry and retained according to Section 7.

This analysis is automated and is intended to summarize feedback, not to make decisions that produce legal or similarly significant effects about an individual.

Ukta plays two different roles depending on the data, and this affects who is responsible for it:

• Feedback you give as a customer.When you submit feedback at a store or through a survey link, the business you interacted with decides what to ask and why. That business is the controller of your feedback, and Ukta acts as its processor — we handle the data on the business's behalf. Requests to access or delete that feedback are usually best directed to that business; we will assist them as required.
• Account data of our customers. For the account, billing, and workspace information of the businesses that sign up for Ukta, we act as the controller.

We do not sell your personal information. We may share your information in the following circumstances:

• Service Providers: With third-party vendors who assist in operating our platform (email and SMS delivery, push notifications, cloud hosting)
• Within Your Organization: With other members of your workspace as configured by your organization
• Legal Requirements: When required by law, court order, or governmental authority
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you have given explicit permission

We retain your information for as long as your account is active or as needed to provide services.

• Account data is retained until you delete your account
• Feedback data is retained according to your subscription plan settings
• Trial account data is automatically deleted 30 days after trial expiration if not converted
• We may retain certain information as required by law or for legitimate business purposes

When feedback reaches the end of its retention window, we anonymize it rather than keep identifiable data indefinitely: the audio recording is deleted, the comment, voice transcript, and audio reference are cleared, and any Customer Identification Value is replaced with an irreversible SHA-256 hash. Aggregate, non-identifying analytics derived from the feedback may be retained.

We implement appropriate technical and organizational measures to protect your information:

• Encryption of data in transit and at rest
• Secure authentication mechanisms
• Regular security assessments and updates
• Access controls and role-based permissions
• Multi-tenant data isolation

To diagnose issues and provide support, a limited number of authorized Ukta staff may access a workspace's data, including by temporarily signing in to it. This access is restricted, time-limited, and recorded. We do not access workspace data except where needed to operate, secure, or support the service, or where required by law.

Subject to applicable law, you have the following rights regarding your personal information:

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your account and associated data
• Portability: Request export of your data in a machine-readable format
• Withdraw Consent: Where we rely on your consent, you may withdraw it at any time; this does not affect processing already carried out
• Nominate: Nominate another individual to exercise your rights in the event of death or incapacity
• Opt-out: Unsubscribe from marketing communications and manage notification settings
• Grievance Redressal: Raise a complaint about how we handle your data (see Section 11)

To exercise these rights, contact us at support@ukta.cloud. If you gave feedback to a business that uses Ukta, that business may be the controller of your data — see Section 5.

If you have a concern or complaint about how your personal data is handled, you can reach our Grievance Officer at support@ukta.cloud. We will acknowledge and work to resolve grievances within the timelines required by applicable law.

If you are in India and are not satisfied with our response, you may have the right to complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.

Our platform integrates with third-party services for functionality such as:

• Email delivery (Resend, Brevo)
• SMS notifications (Twilio, AWS SNS)
• Push notifications (Firebase Cloud Messaging)

These services have their own privacy policies, and we encourage you to review them.

Ukta is a business tool and is not intended for use by children. We do not knowingly collect personal information from anyone under the age of 18. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the “Last updated” date. We encourage you to review this policy periodically.

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Sanmati Software Solutions
Belagavi, Karnataka, India
Email: support@ukta.cloud