Acceptable Use Policy

1.Purpose & Scope

This Acceptable Use Policy ("AUP") establishes the rules governing access to and use of TheWaterFirm's platform, mobile application, hardware, and services by all users. It applies to all categories of TWF users including Building Admins, Apartment Associations, RWAs, flat owners, tenants, residents, builders, developers, and commercial customers.

This AUP is incorporated into and forms part of TWF's Terms & Conditions. Violation of this AUP constitutes a breach of the Terms & Conditions and may result in the consequences described in Section 10.

The purpose of this AUP is to protect the integrity of TWF's platform and hardware, safeguard the data and privacy of all users, and ensure fair and appropriate use of the service for all Customers.

2.User Roles & Responsibilities

TWF's platform operates with distinct user roles, each with specific access levels and responsibilities:

Each user is responsible for all activity conducted through their account. Users may not attempt to access features or data beyond their assigned role.

3. Acceptable Use

The following uses of TWF's platform, hardware, and services are considered acceptable:

• Monitoring and reviewing water consumption data for your own flat, unit, or property;
• Generating billing reports and consumption summaries for residents of the property you administer;
• Setting, updating, and communicating water tariff rates applicable to your property;
• Raising support tickets and communicating with TWF about hardware or platform issues;
• Downloading and using reports and data generated by the platform for internal property management and billing purposes;
• Sharing your own consumption data with your own accountant, property manager, or advisor as needed for legitimate property management purposes;
• Using the platform's notification and alert features to communicate water usage summaries to residents under your account.

4. Prohibited Use

The following uses are strictly prohibited. Any user found engaging in prohibited use may have their account immediately suspended or terminated.

5.Account & Credential Security

• Each user is responsible for maintaining the security and confidentiality of their login credentials. Do not share your password with anyone, including other residents or family members;
• Use a strong, unique password for your TWF account. TWF recommends changing your password periodically;
• If you suspect that your account has been accessed without authorisation, notify TWF immediately at support@thewaterfirm.com and change your password;
• TWF will never ask for your password, OTP, or payment credentials via email, phone call, or support chat. Any such request should be treated as fraudulent and reported to TWF immediately;
• For Building Admin accounts, restrict administrative access to authorised personnel only. Remove access for individuals who are no longer associated with the property or Association;
• TWF is not responsible for any damage, loss, or breach resulting from a user's failure to maintain account security.

6. Building Admin Obligations

The Building Admin holds elevated platform access and bears additional responsibilities under this AUP:

• Resident data: The Building Admin is responsible for the accuracy of resident information entered into the platform. They must obtain any necessary consent from residents before entering their personal data into the TWF platform;
• Tariff accuracy: The Building Admin is solely responsible for setting correct, Association-approved water tariff rates. TWF is not responsible for billing disputes arising from incorrect rates entered by the Building Admin;
• Access management: The Building Admin must ensure that resident accounts are created only for current occupants and that access is removed promptly when a resident vacates;
• Communication: The Building Admin is responsible for communicating relevant platform information — including billing data, consumption alerts, and maintenance notifications — to residents in a fair and transparent manner;
• Compliance: The Building Admin is responsible for ensuring that the use of TWF's platform at their property complies with applicable housing society regulations, RERA requirements, and any local authority directives relevant to sub-metering and billing;
• User compliance: The Building Admin is responsible for ensuring that all residents and users with access under their account comply with this AUP. Violations by residents may result in consequences applied to the Building Admin's account.

7. Hardware Use

All hardware installed by TWF — whether owned by TWF (subscription model) or transferred to the Customer (one-time purchase) — must be used only for its intended purpose of water consumption monitoring. The following apply to all hardware use:

• Do not attempt to physically access, open, modify, or repair any TWF hardware. All maintenance and repairs must be carried out by TWF-certified technicians;
• Ensure that meters, gateways, and sensors are not obstructed, covered, submerged, or exposed to conditions outside their rated operating environment;
• Ensure uninterrupted power supply to gateways and associated communication equipment at all times. Power interruptions cause data gaps that cannot be recovered;
• Do not allow civil, construction, or renovation work in proximity to TWF hardware without informing TWF in advance. Damage caused by third-party construction activity is not covered under the Warranty;
• Report any visible physical damage, unusual sounds, water leakage around meters, or suspected tampering immediately to support@thewaterfirm.com.

8.Data Use & Confidentiality

All consumption data, billing data, and user information accessible through the TWF platform is confidential and is provided solely for the purposes described in this AUP and in TWF's Privacy Policy.

• Building Admins may use aggregate consumption data for internal property management and billing purposes only;
• Individual flat-level consumption data may not be shared with other residents, community groups, or third parties without the affected resident's explicit consent;
• Platform data must not be used for commercial profiling, competitive intelligence, or any purpose unrelated to managing water consumption at the property;
• Any TWF-provided reports, dashboards, or analytics that contain data about multiple users must be handled with appropriate confidentiality and not distributed beyond those with a legitimate need to know;
• Upon termination of the service relationship, all platform access ceases and data is subject to TWF's retention and deletion policies. Users may not export or retain data beyond what was legitimately downloaded during the active service period for ongoing legitimate use.

9. Reporting Violations

If you become aware of any violation of this AUP — including suspected tampering with hardware, unauthorised access to accounts, or misuse of consumption data — please report it to TWF immediately:

• Email: support@thewaterfirm.com — include a description of the suspected violation, the date and time observed, and any supporting information;
• TWF will investigate all reports in good faith and take appropriate action. The identity of the person reporting a violation will be kept confidential to the extent possible;
• False or malicious reporting made with the intent to harm another user's account or standing is itself a violation of this AUP.

10. Consequences of Violation

Violations of this AUP will be assessed on the basis of severity, intent, and impact. TWF may take any or all of the following actions depending on the nature of the violation:

• Warning: For minor or first-time violations, TWF may issue a formal warning and require corrective action within a specified timeframe;
• Temporary suspension: TWF may suspend the violating account pending investigation or pending compliance with a corrective action;
• Permanent termination: For serious, repeated, or wilful violations — including hardware tampering, data misuse, or security breaches — TWF may permanently terminate the account and all associated services without refund;
• Warranty void: Violations relating to hardware tampering, unauthorised modification, or continued misuse will void the applicable product warranty;
• Recovery of costs: TWF may recover the cost of any damage to hardware, infrastructure, or data systems caused by the violation from the responsible party;
• Legal action: For violations involving unauthorised access, data theft, hardware damage, or fraud, TWF reserves the right to pursue legal remedies under the Information Technology Act, 2000, the Indian Penal Code, and any other applicable Indian law.

11. Updates to This Policy

TWF reserves the right to update this AUP at any time. The current version is always available at www.thewaterfirm.com/policies/acceptable-use. Updates take effect upon publication. For material changes, TWF will make reasonable efforts to notify active users via platform notification. Continued use of the platform after an update constitutes acceptance of the revised AUP.

12. Contact