Grievance Redressal Policy

1. Purpose

InvoiceBhai Technologies Pvt Ltd ("Company") is committed to providing a transparent and accessible mechanism for addressing complaints and grievances of its users. This Grievance Redressal Policy ("Policy") is established in compliance with:

• The Information Technology Act, 2000 (IT Act)
• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (IT Rules, 2021)
• The Digital Personal Data Protection Act, 2023 (DPDP Act)
• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020

2. Scope

This Policy applies to all grievances, complaints, and concerns raised by Users of the InvoiceBhai platform relating to:

• Service quality, functionality, or availability.
• Privacy and personal data processing concerns.
• Billing, payment, refund, or subscription disputes.
• Violation of the Terms of Service or Acceptable Use Policy.
• Any content or communication received through the Service that is considered objectionable or unlawful.
• Any other matter related to the User's use of the Service.

3. Grievance Officer

In compliance with the IT Act, IT Rules, and the DPDP Act, the Company has appointed the following Grievance Officer:

4. How to File a Grievance

Users may submit grievances through any of the following channels:

• WhatsApp:Send a message to our official InvoiceBhai WhatsApp number with the subject "Grievance."
• Email: Send a detailed written complaint to help@invoicebhai.comwith the subject line "Grievance – [Brief Description]."
• Phone: Call us at +91 63877 68346 during working hours.
• Post: Send a written complaint addressed to the Grievance Officer at 1 Shivaji Marg, Hewett Road, Lucknow - 226018, Uttar Pradesh, India.

When filing a grievance, please include:

• Your registered phone number and name.
• A detailed description of the issue or complaint.
• Relevant supporting documents (screenshots, transaction IDs, invoice numbers, etc.).
• The resolution you are seeking.

5. Grievance Resolution Process and Timelines

The Company follows a structured grievance resolution process:

Each grievance will be assigned a unique reference number for tracking purposes. The User will be informed of the status and outcome via their preferred communication channel.

6. Escalation Mechanism

If the User is not satisfied with the resolution provided by the Grievance Officer, they may escalate the matter through the following channels:

• Internal Escalation: Escalate to a Director of the Company by writing to the registered office address or via email.
• Consumer Forum: File a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• Data Protection Board: For grievances relating to personal data under the DPDP Act, file a complaint with the Data Protection Board of India once it is constituted and operational.
• Arbitration: Pursue dispute resolution as outlined in the Terms of Service (Section on Governing Law and Dispute Resolution).

7. Grievances Related to Content

If a User receives or encounters any content through the Service that is objectionable, defamatory, obscene, or violates any law, they may report it to the Grievance Officer. The Company will:

• Acknowledge the report within 24 hours.
• Take down or disable access to manifestly unlawful content within 36 hours of receiving a court order or notification from an appropriate government authority.
• Act in accordance with the IT Rules, 2021 for other reported content within 15 days.

8. Record Keeping

The Company shall maintain records of all grievances received and actions taken for a minimum period of 180 days (or such longer period as required by law) from the date of resolution.

9. Non-Retaliation

The Company assures that no User shall face any adverse consequences or discrimination for filing a grievance in good faith under this Policy.

10. Contact Information

InvoiceBhai Technologies Pvt Ltd

Grievance Officer: Husain Kazim

Email: help@invoicebhai.com

Phone: +91 63877 68346

Registered Address: 1 Shivaji Marg, Hewett Road, Lucknow - 226018, Uttar Pradesh, India

Website: www.invoicebhai.com