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Draft, pending legal review. These policies are being finalised and are not yet in effect. Highlighted items are still to be confirmed.

Legal & Trust

Grievance Redressal & Privacy Contact

Effective Effective date · Last updated Last-updated date · Operated by Legal entity name

Statutory Framework:

  • Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011;
  • Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
  • Sections 12 and 13 of the Digital Personal Data Protection Act, 2023.

1. Designated grievance officer

In compliance with applicable Indian information technology and personal data protection statutes, Invoizify has designated a dedicated Grievance Officer:

  • Name / Designation: Grievance Officer's name, Grievance Redressal & Data Protection Officer
  • Company: Legal entity name
  • Registered Address: Registered address in India
  • Email Address: Privacy / grievance email
  • Operational Hours: Monday through Friday, 10:00 AM – 6:00 PM IST (Excluding Public Holidays)

2. How to file a grievance or complaint

You may submit a formal complaint regarding:

  • Unauthorized processing of your personal data;
  • Requests to correct, update, or delete personal data;
  • Violation of Invoizify Terms of Service or Acceptable Use Policy;
  • Suspected cybersecurity vulnerabilities or security incidents.

Procedure:

Please send an email to the Grievance Officer with the subject line “FORMAL GRIEVANCE: [Your Registered Mobile Number]”. Include:

  1. Your full name, registered business name, and linked WhatsApp mobile number;
  2. A detailed factual summary of your grievance or request;
  3. Relevant supporting documents, screenshots, or transaction references.

3. Investigation & resolution timelines

  • Acknowledgment: The Grievance Officer shall acknowledge receipt of your complaint via email within twenty-four (24) to forty-eight (48) hours.
  • Disposal & Resolution: In accordance with the IT Intermediary Rules, 2021 and DPDP guidelines, we strive to investigate and resolve grievances within fifteen (15) calendar days from the date of formal receipt. If additional investigation time is required due to technical or legal complexity, we will provide an interim status update explaining the delay.

4. Escalation hierarchy

If you are not satisfied with the response of our Grievance Officer, you may have the statutory right to escalate the matter to:

  • The Data Protection Board of India (for violations under the DPDPA 2023, once operationalized);
  • The Cyber Crime Cell / Police (for criminal fraud, identity theft, or unauthorized computer access).