Privacy Policy

To create your account and generate your escalation case, we collect:

• Account details: full name, email address, phone number, and password (stored hashed, never in plain text).
• Case details: bank name and branch, account number, remaining balance, freeze date, NCRP complaint number, declared stuck amount, city/state, and address.
• Exchange details: exchange name, order ID, counterparty username, and exchange UID, where relevant to your case.
• Payment data: when you purchase a plan, payments are processed by Razorpay. We store the resulting order ID, payment ID, and payment status — we never receive or store your card, UPI, or bank login credentials.
• Usage data: device information, app version, and basic diagnostic logs needed to keep the service running.

We use the information above to:

• Generate the five escalation letters addressed to your bank, the cybercrime portal, the RBI regional office, the exchange, and the relevant nodal authority.
• Verify your identity and phone number, and prevent duplicate or fraudulent accounts.
• Process payments and enforce the case limits attached to your plan.
• Provide customer support for Standard and Premium plan holders.
• Maintain the security and reliability of the app and backend.

We do not sell your personal data. We do not use your case details for advertising or share them with data brokers.

Unfreeze drafts your letters; you review and send them yourself from your own email account (typically Gmail). We do not send letters on your behalf, and we do not access or store your email account credentials.

We share data only with the service providers needed to run Unfreeze, specifically:

• Razorpay — to process one-time plan payments.
• Our hosting and database providers — to store account and case data securely.

We may disclose information if required by law, court order, or a valid request from a government or regulatory authority.

We retain your account and case data for as long as your account is active, and for a reasonable period afterward to comply with legal, accounting, and dispute-resolution obligations. You may request deletion of your account and associated data at any time (see Section 8).

Passwords are hashed, data in transit is encrypted (HTTPS/TLS), and access to production data is restricted to the personnel who need it to operate the service. No method of storage or transmission is 100% secure, and we cannot guarantee absolute security.

You can, at any time:

• Access or update your profile information from the app.
• Request a copy of the personal data we hold about you.
• Request deletion of your account and associated case data.

To exercise any of these rights, email us at [email protected].

Unfreeze is not directed at children under 18. We do not knowingly collect personal data from minors.

We may update this policy from time to time. Material changes will be reflected by updating the “Last updated” date at the top of this page.

Questions about this policy or your data can be sent to [email protected].