Terms of Service

1. Acceptance

These Terms of Service ("Terms") govern your use of the Latch CRM website, admin portal and buyer app (together, the "Service"), operated by Thoughtful Viewfinder Services ("Latch"). By using the Service, you agree to these Terms.

2. Definitions

• — Customer: a real-estate developer subscribing to Latch for internal use.
• — Customer Data: buyer, unit, payment, document and ticket data loaded into a Customer's tenant database.
• — Buyer: an end-user accessing a Customer's branded buyer app.
• — Order Form: the signed commercial document between Latch and a Customer.

3. Subscription and fees

Fees, plan (SaaS or On-Prem), unit band and minimum term are set out in the Order Form. Unless otherwise stated, all fees are in Indian Rupees (₹) and exclusive of 18% GST. Invoices are payable within 14 days. Overdue invoices attract interest at 1.5% per month.

4. Minimum term and renewal

SaaS plans have a minimum term of 12 months and auto-renew month-to-month thereafter. Either party may terminate with 30 days' written notice after the minimum term. On-Prem licences are a one-time purchase; optional AMC renews annually.

5. Acceptable use

• — No reverse-engineering, copying or reselling the Service.
• — No use in violation of Indian law or to send unsolicited marketing.
• — No upload of malware or content that infringes third-party rights.
• — Customer is responsible for the actions of its authorised users.

6. Data ownership

Customer retains all rights, title and interest in Customer Data. Latch is granted a limited right to process Customer Data solely to deliver the Service. On termination, Latch will export the Customer's tenant database on request and delete the copy within 30 days.

7. Service levels

Latch targets 99.5% monthly uptime for the SaaS plan, excluding scheduled maintenance windows announced at least 48 hours in advance. Scheduled maintenance is typically run between 02:00 and 05:00 IST.

8. Confidentiality

Each party will protect the other's confidential information with the same care it uses for its own, and not less than reasonable care.

9. Warranties and disclaimers

Latch will provide the Service using reasonable skill and care. Except as stated, the Service is provided "as is" without any implied warranty of merchantability or fitness for a particular purpose.

10. Limitation of liability

To the extent permitted by law, Latch's aggregate liability to a Customer under these Terms is capped at the fees paid by that Customer in the 12 months preceding the claim. Neither party is liable for indirect, incidental or consequential damages.

11. Suspension and termination

Latch may suspend the Service for non-payment after 15 days' notice, or immediately for a breach of Section 5 (Acceptable Use). Either party may terminate for uncured material breach after 30 days' written notice.

12. Governing law and disputes

These Terms are governed by the laws of India. Courts in Pune, Maharashtra have exclusive jurisdiction, subject to mandatory arbitration at the election of either party under the Arbitration and Conciliation Act, 1996, seated in Pune.

13. Changes

Latch may update these Terms with at least 30 days' notice to active Customers. Continued use of the Service after the effective date constitutes acceptance.

14. Contact

Questions about these Terms: hello@latchcrm.com. Thoughtful Viewfinder Services, Pune, Maharashtra, India.