Grievance Officer

In compliance with the Information Technology Act, 2000 (as amended), the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Kriyon Group Private Limited designates the following individual as the official Grievance Officer responsible for addressing user complaints, privacy concerns, and data-related requests.

01What Qualifies as a Grievance

You may raise a formal grievance with our Grievance Officer for any of the following categories:

• Privacy & Data Concerns: Unauthorised use of your personal data; data breach notifications; requests to access, correct, or delete your data held by Kriyon; objections to how your data is being processed; concerns about data sharing with third parties.
• Content-Related Grievances: Content on any Kriyon platform that you believe is defamatory, unlawful, in violation of intellectual property rights, or otherwise harmful.
• Service & Contractual Disputes: Disputes regarding deliverables, project quality, payment, refunds, or any other matter arising from a service engagement with Kriyon. (Note: Financial disputes must follow the refund dispute process in Document 03 — Refund Policy before reaching the Grievance Officer.)
• Compliance Concerns:Concerns about Kriyon's compliance with applicable laws, rules, or regulations.
• Accessibility & Support Concerns: Difficulty accessing our platforms, services, or this legal documentation.

02How to Submit a Grievance

To submit a formal grievance, please send an email to kriyon@repixelx.tech with the following information:

• Subject line:"Formal Grievance — [Category] — [Your Full Name]" (e.g., "Formal Grievance — Privacy — Rahul Sharma")
• Your full name and contact details
• If a business: your company name, GSTIN, and relevant project/invoice reference
• A clear, detailed description of your grievance
• The specific resolution or outcome you are seeking
• Any supporting documentation, screenshots, or evidence relevant to your complaint

Grievances submitted verbally, via WhatsApp, through social media direct messages, or through any other informal channel will not be processed as formal grievances under this policy. Only written grievances submitted to the official email address will be acknowledged and processed within the statutory timelines.

03Grievance Resolution Process

04Data Grievances — DPDPA 2023

For data-related grievances under the Digital Personal Data Protection Act, 2023, Kriyon's Grievance Officer also serves as the designated contact for:

• Requests to access personal data held about you
• Requests to correct inaccurate personal data
• Requests for erasure of personal data (where legally permissible)
• Objections to processing of personal data
• Withdrawal of consent for data processing
• Complaints about data sharing with third parties
• Notification of suspected unauthorised use of your personal data

Data requests will be processed within 30 calendar days of receipt of a valid, verifiable written request. Requests that cannot be fulfilled due to legal, contractual, or financial obligations will be explained in writing with the applicable legal basis cited.

05Jurisdiction & Escalation Path

All grievances and any unresolved disputes that escalate beyond the grievance process shall be subject to the governing law and dispute resolution framework set out in the Terms & Conditions (Document 01, Section 20). In summary:

• Stage 1: Formal grievance to Grievance Officer — mandatory first step for all disputes
• Stage 2: Internal arbitration attempt within 30 days
• Stage 3:Binding arbitration under Arbitration and Conciliation Act 1996 — Seat: Jammu, J&K
• Stage 4 (non-arbitrable matters):Exclusive jurisdiction of Courts of Jammu, Jammu & Kashmir, India

All parties submitting a grievance or engaging in any dispute process with Kriyon Group Private Limited unconditionally accept the exclusive jurisdiction of the Courts of Jammu, Jammu & Kashmir, India, and the arbitration seat of Jammu for all matters arising from their engagement with the Company.