Grievance Redressal & Data Rights
Kriyasya maintains a structured and transparent Grievance Redressal Mechanism in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and applicable Indian data protection legislation.
1. DESIGNATED GRIEVANCE AND COMPLIANCE OFFICERS
Operating Legal Entity: Kriyasya (Operated by Kriyasya)
Principal Business Address: East Delhi, Delhi – 110092, India
Designated Grievance Officer: Designated Grievance Officer, Grievance Redressal Officer
Primary Contact & Grievance Email: [email protected]
Customer Care & Support Telephone: +91 (Support via Email / Help Center)
All consumer inquiries, billing concerns, statutory grievances, privacy requests, and takedown notices are centrally received at our active contact address: [email protected]. To facilitate expedited routing and compliance tracking, users are requested to include the relevant topic in the subject line (e.g., "Grievance Redressal", "Data Privacy Request", or "IP Takedown").
2. CATEGORIES OF COMPLAINTS HANDLED
Category A — Consumer & Billing Inquiries: Payment processing issues, duplicate debits, credit wallet balance reconciliation, membership renewal queries, or digital access failures.
Category B — Service & Technical Deficiencies: Inability to generate purchased reports, technical errors during AI model runs, or unfulfilled digital delivery.
Category C — Content, Conduct & Safety: Reports of inappropriate community behavior, impersonation, copyright/trademark infringement, or unlawful content.
Category D — Data Protection & Privacy Rights: Inquiries regarding personal data access, correction, deletion, consent withdrawal, or privacy preferences under the Digital Personal Data Protection Act, 2023.
3. STATUTORY TIMELINES AND REDRESSAL PROCESS
Acknowledgment: Every formal grievance submitted to [email protected] is issued a unique tracking ticket and formally acknowledged within 48 hours of receipt.
Investigation & Resolution: Consumer and service-related grievances are thoroughly investigated and redressed within 30 days from the date of formal receipt, in accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020.
Content & Safety Notices: Urgent content complaints, copyright takedown requests, or allegations of non-consensual imagery are reviewed under expedited priority queues in compliance with applicable Information Technology rules.
4. EXERCISING PERSONAL DATA RIGHTS
Registered users may submit requests to review, update, correct, or delete their personal data, or withdraw previously granted consent, by emailing [email protected]. Requests are validated against registered account credentials to ensure data security. Statutory tax, transactional, and audit records are retained for mandatory legal retention periods as required under Indian law.
5. ESCALATION AND EXTERNAL REMEDIES
Our internal grievance redressal mechanism does not restrict or waive any legal right or remedy available to consumers under Indian law. Consumers who remain unsatisfied with an internal resolution retain the right to approach the National Consumer Helpline (NCH), competent Consumer Disputes Redressal Commissions, or appropriate statutory authorities.
6. GOVERNING LAW AND EXCLUSIVE JURISDICTION
This grievance mechanism and any subsequent legal proceedings are governed by the laws of India. Subject to mandatory participation in this pre-litigation grievance redressal process for a minimum of thirty (30) business days, the competent courts situated in Delhi, India shall possess sole, exclusive, and territorial jurisdiction over all matters relating to Kriyasya.