Grievance Redressal Policy

1. Introduction

SHRONIX TECHNOLOGY PRIVATE LIMITED ("Company", "we", "us", "our") is committed to addressing user grievances in a fair, timely, and transparent manner. This Grievance Redressal Policy is published in accordance with:

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

2. Grievance Officer

In compliance with the above rules, we have appointed a Grievance Officer to address user grievances:

3. What Is a Grievance?

A grievance is any complaint, concern, or dispute related to:

• Use of the Shronix eSign Platform
• Quality of service or service interruptions
• Billing, refunds, or payment issues
• Privacy or data protection concerns
• Technical problems or bugs
• Account access or security issues
• Content posted by another user (in agreements)
• Violation of our Terms and Conditions
• Suspected fraud or unauthorized activity
• Customer service experience

4. How to File a Grievance

Step 1: Contact Customer Support First

Before filing a formal grievance, please try to resolve your concern by contacting our regular customer support:

• Email: connect@shronix.in
• Phone: +91 86966 77897
• Contact Form: Submit through our Contact page

Most issues can be resolved at this level within 1-3 working days.

Step 2: Escalate to the Grievance Officer

If you are not satisfied with the response from customer support, or if your issue is not resolved within 7 working days, you may file a formal grievance with our Grievance Officer.

Step 3: How to File

You can file a grievance through any of the following channels:

By Email (Recommended):

Send an email to connect@shronix.in with the subject line: "GRIEVANCE - [Brief Description]"

By Post:

Send a written grievance by post to:
The Grievance Officer
SHRONIX TECHNOLOGY PRIVATE LIMITED
P. No. 1A, Opposite Kardhani Petrol Pump,
Gokul Nagar, Kalwad Road,
Jaipur - 302012, Rajasthan, India

By Phone:

Call +91 86966 77897 and ask to speak with the Grievance Officer. For phone grievances, we will document the complaint and send you a written acknowledgment within 24 hours.

5. Information to Include in Your Grievance

To help us address your grievance effectively, please include:

• Your full name and contact details (email and phone)
• Your registered account email (if applicable)
• Date and time of the incident
• Detailed description of the issue or complaint
• Any prior communications with our customer support (ticket numbers, email threads)
• Supporting documents, screenshots, or evidence (if applicable)
• Specific resolution you are seeking

6. Acknowledgment and Response Timelines

We follow the following timelines as mandated by IT Rules, 2021:

• Acknowledgment: Within 24 hours of receiving your grievance
• Initial Response: Within 48 hours of acknowledgment
• Resolution: Within 15 working days from the date of receipt
• Complex Cases: If a grievance requires more time due to complexity, we will inform you and provide an estimated resolution date.

7. Grievance Process

Our internal process for handling grievances is as follows:

1. Receipt: Grievance is logged with a unique reference number.
2. Acknowledgment: You receive an automated acknowledgment with the reference number.
3. Review: The Grievance Officer reviews the complaint and gathers necessary information.
4. Investigation: Internal investigation is conducted, including review of logs, communications, and account activity.
5. Resolution: A decision is made and communicated to you in writing.
6. Closure: Once you confirm satisfaction (or 7 days pass without further communication), the grievance is closed.

8. Special Categories of Grievances

8.1 Privacy and Data Protection Grievances

For grievances related to personal data, privacy, or data protection (under DPDP Act, 2023):

• Mark the email subject as "DPDP GRIEVANCE - [Description]"
• These grievances are handled with priority within 30 days as per DPDP Act requirements.

8.2 Content-Related Grievances

If you believe content uploaded to our Platform by another user is illegal, infringing, defamatory, or violates applicable laws:

• Mark the email subject as "CONTENT GRIEVANCE - [Description]"
• Include URL/document ID and specific reasons for the complaint
• We will respond within 72 hours as per IT Rules 2021.

8.3 Payment and Billing Grievances

For grievances related to payments, refunds, or billing:

• Include transaction ID, invoice number, and date of transaction
• Refer to our Refund Policy and Cancellation Policy
• Resolution typically within 7 working days

9. Confidentiality

All grievances are handled with strict confidentiality. Information shared during the grievance process is used only for the purpose of investigation and resolution, and is not shared with any third party except as required by law.

10. Anti-Retaliation Policy

We strictly prohibit retaliation against any user who files a grievance in good faith. Filing a grievance will not adversely affect your account, service quality, or relationship with us.

11. Escalation Beyond Our Internal Process

If you are not satisfied with our final resolution, you may escalate the matter to the appropriate external authority:

11.1 For E-commerce/Consumer Disputes

• National Consumer Helpline: 1915 or consumerhelpline.gov.in
• National Consumer Disputes Redressal Commission: ncdrc.nic.in

11.2 For Data Protection (DPDP Act)

• Data Protection Board of India (when established under DPDP Act, 2023)

11.3 For Cyber Crimes

• National Cyber Crime Reporting Portal: cybercrime.gov.in
• Cyber Crime Helpline: 1930

12. Records and Audit

We maintain records of all grievances received and their resolution for a minimum period of 5 years. Periodic audits are conducted to ensure compliance with this policy and to identify systemic issues.

13. Updates to This Policy

We may update this Grievance Redressal Policy from time to time. Any changes will be effective when posted on this page. We encourage users to review this policy periodically.

14. Quick Contact Summary