1. Introduction
Welcome to eSulah. We are committed to protecting your privacy and ensuring that your personal data is handled securely. This Privacy Policy outlines how we collect, use, process, and disclose your information when you access or use the eSulah platform and our Online Dispute Resolution (ODR) services. By using eSulah, you agree to the practices described in this policy.
2. Information we collect
To provide you with a seamless and fair dispute resolution experience, we collect the following types of information:
Name, email address, phone number, physical address, and government-issued identification (when required for case verification).
Contracts, invoices, communication logs, and any other documentary evidence you upload to initiate or respond to a dispute.
Information about how you interact with our website — including IP addresses, browser types, device information, and time spent on our pages.
Recordings and transcripts of mediation, conciliation or arbitration sessions conducted via our virtual hearing rooms.
3. How we use your information
We do not use your data for hidden purposes. Your information is used strictly to deliver and improve our core services:
- ·To facilitate the Online Dispute Resolution (ODR) process between you and the other party.
- ·To share case details securely with our empaneled neutrals (Case Managers, Mediators and Arbitrators).
- ·To send you necessary updates, hearing schedules, platform notifications and technical notices.
- ·To process payments for consultations, platform fees or neutral fees.
- ·To analyse platform usage so we can improve our technology, user interface and overall service delivery.
4. Sharing and disclosure of information
We value your confidentiality. eSulah will never sell or rent your personal information. We only share your data under the following circumstances:
Case documents, claims and evidence are shared with the other party involved in your dispute to ensure natural justice and transparency.
Your case files are securely shared with the independent experts assigned to resolve your dispute. All neutrals are bound by strict non-disclosure agreements (NDAs).
We use trusted third-party services (secure cloud hosting, payment gateways) to run our platform. They only access data necessary to perform their functions and cannot use it for other purposes.
We may disclose your information if required to do so by law, court order, or to protect the safety and rights of eSulah, its users or the public.
5. Data security and storage
Your data's security is our top priority. All data on eSulah is stored on highly secure, encrypted servers located entirely within India, complying with local data-localization norms. We implement industry-standard security measures (including SSL/TLS encryption) to protect your personal and case information against unauthorized access, alteration or destruction. Access to sensitive case files is restricted strictly to authorized eSulah personnel, the assigned neutral, and the disputing parties.
6. Data retention
We retain your personal data and case files only for as long as necessary to fulfill the purposes outlined in this policy, or as required by Indian law. Because Arbitral Awards and Settlement Agreements are legally binding documents, they are retained securely on our platform to ensure future enforceability and compliance with the Arbitration and Conciliation Act, 1996.
7. Third-party links
Our platform may contain links to third-party websites or services (for example, payment gateways). We are not responsible for the privacy practices or the content of these third-party sites. We encourage you to review their privacy policies before sharing any personal information with them.
8. Your rights and choices
Depending on applicable data protection laws, you have the right to:
- ·Request access to the personal information we hold about you.
- ·Request corrections to any inaccurate or incomplete data.
- ·Withdraw your consent to data processing (note: withdrawing consent during an active dispute may halt the resolution process and affect your legal standing).
- ·Opt out of non-essential communications (like newsletters or promotional emails).
9. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. We will notify you of any significant changes by posting the new policy on this page and updating the "Last Updated" date. Your continued use of eSulah after these changes constitutes your acceptance of the revised policy.
10. Contact us and Grievance Officer
If you have any questions, concerns or grievances regarding this Privacy Policy or how your data is handled, please contact our Grievance Officer:
Grievance Officer
privacy@e-sulah.com
eSulah, LGF, K-10 Jangpura Extension, New Delhi, India
We are committed to addressing all privacy-related concerns promptly and in accordance with Indian law.