Grievance Redressal

In accordance with Section 23 of the Digital Personal Data Protection Act, 2023 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, ManaSmurti has designated the following Grievance Officer to handle complaints from users:

To file a grievance, send an email to grievance@manasmurti.com with the following information:

• Subject line:A clear, concise description of your complaint, such as "Data deletion request", "Refund dispute", or "Complaint about response content."
• Your name and contact email: Provide the email address registered with your ManaSmurti account, and your full name for identification purposes.
• Detailed description: Provide a clear, factual description of the issue, including what happened, when it happened (with dates in DD/MM/YYYY format), and what outcome or resolution you are seeking.
• Supporting documents: Attach any relevant screenshots, transaction receipts, email correspondence, or other documents that support your complaint.

Incomplete grievances may take longer to process. Please provide as much detail as possible to help us investigate and resolve your complaint promptly.

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours of receiving it. The acknowledgement will include a reference number for tracking purposes.
• Investigation: We will investigate your complaint thoroughly and may contact you for additional information or clarification during this process.
• Resolution: We aim to resolve all grievances within 30 days of the date of acknowledgement. If a grievance is complex and requires more time, we will inform you of the expected timeline and provide regular updates on the progress.
• Response: Upon resolution, we will communicate the outcome to you by email, including the reasons for our decision and any corrective actions taken.

We take every complaint seriously and are committed to resolving it fairly and transparently.

You may use this grievance process for complaints related to:

• How ManaSmurti has collected, processed, stored, or handled your personal data.
• A request to access, correct, port, or delete your personal data under the DPDP Act, 2023.
• Withdrawal of consent for data processing.
• Exercising any right available to you under our Privacy Policy.
• Content on the Platform that you believe violates our Terms of Service.
• Account suspension or enforcement action that you believe was unjust or in error.
• Billing, subscription, or refund issues that could not be resolved through our general support channel.
• Security concerns, including suspected data breaches or unauthorised access to your account.
• Any other concern about how ManaSmurti operates or handles your information.

If you are not satisfied with the resolution provided by our Grievance Officer, you have the following options for further escalation:

• Data Protection Board of India: For complaints relating to the processing of your personal data, you may approach the Data Protection Board of India as constituted under the Digital Personal Data Protection Act, 2023. The Board has the authority to hear complaints against Data Fiduciaries and impose penalties for non-compliance.
• Consumer forums: For general consumer disputes, including billing or service quality issues, you may approach the appropriate consumer dispute redressal forum under the Consumer Protection Act, 2019. Depending on the value of the claim, this may be the District Consumer Disputes Redressal Forum, State Consumer Disputes Redressal Commission, or National Consumer Disputes Redressal Commission.
• Courts of law: You may also approach the competent civil courts in Bangalore (Bengaluru), Karnataka, India for any legal remedy available under applicable law.

Nothing in this grievance redressal process limits your rights under applicable law or restricts your ability to approach any regulatory body or court of law.

This Grievance Redressal Policy is published in compliance with the following Indian laws and regulations:

• The Digital Personal Data Protection Act, 2023 (DPDP Act)
• The Information Technology Act, 2000
• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020

ManaSmurti is committed to complying with all applicable Indian data protection, consumer protection, and information technology laws and regulations.

This Grievance Redressal Policy may be updated from time to time to reflect changes in applicable law or our internal processes. The version date at the top of this page will reflect the most recent update. Material changes will be notified to registered users by email or through a notice on the Platform.

This policy is governed by the laws of the Republic of India. Any disputes relating to this policy shall be subject to the exclusive jurisdiction of the competent courts in Bangalore (Bengaluru), Karnataka, India.