--- url: https://deepvue.ai/grievance-policy/ title: "Grievance and Redressal Policy — Deepvue" description: "Deepvue's framework for raising, escalating, and resolving grievances. Five-tier internal escalation, statutory grievance officer, and DPDP-aligned redressal." last_modified: 2026-05-21T20:28:12.235Z --- # Grievance and Redressal Policy The trust placed in Deepvue by enterprise customers, partners, and the data principals our Services serve must be matched by an equally rigorous, accessible, and time-bound mechanism for the redressal of any concerns. This Policy sets out that mechanism. Contents 1. [Introduction](#introduction) 2. [Objective & Principles](#objective) 3. [Our Commitment](#commitment) 4. [Scope](#scope) 5. [Channels for Raising](#channels) 6. [Information Required](#information) 7. [Classification](#categories) 8. [Escalation Matrix](#matrix) 9. [TAT Summary](#tat) 10. [DPDP Grievances](#dpdp) 11. [Consent Revocation](#consent) 12. [Compensation](#compensation) 13. [Confidentiality](#confidentiality) 14. [Limitations](#limitations) 15. [Governing Law](#governing-law) 16. [Amendments](#amendment) 17. [Contact Directory](#contact) 01 — Introduction ## A framework built for the customers we serve. Deepvue Technologies Private Limited (**"Deepvue"**, **"Company"**, **"we"**) provides identity, verification, compliance, and decisioning APIs to enterprise customers across regulated and non-regulated sectors. Customers, partners, sub-processors, and the regulated entities that build on top of us depend on Deepvue as critical compliance infrastructure. This Grievance and Redressal Policy (**"Policy"**) sets out the formal framework through which any Customer or other eligible Complainant may raise, escalate, and seek resolution of grievances. It forms an integral part of our [Terms of Service](/terms/) and is to be read together with our [Privacy Policy](/privacy/), the Master Services Agreement, and any service-specific schedules. Capitalised terms not defined here carry the meaning given to them in the Terms of Service. In any conflict between this Policy and the body of the Terms, this Policy prevails on the procedural framework for grievance handling. 02 — Objective & Guiding Principles ## Fair, transparent, time-bound, compliant. The objective of this Policy is to ensure that every grievance is treated with procedural equity, with clear communication of process and outcome, within defined turnaround times, and in conformity with the IT (Intermediary Guidelines) Rules, 2021, the Digital Personal Data Protection Act, 2023, and other Applicable Laws. Customer Centricity Concerns are treated with priority and seriousness, regardless of commercial size. Accessibility Multiple submission channels. No fee or charge is levied for raising a grievance. Accountability Each grievance is assigned a Reference Number and an owning officer responsible for resolution. Confidentiality Communications are handled under our ISO 27001 controls and the Privacy Policy. Independence Officers handling grievances act independently of the function being complained about, wherever practicable. Non-Retaliation No customer or its personnel is penalised for raising a bona fide grievance. 03 — Our Commitment ## What you can expect from us. - Every grievance will be acknowledged within the TAT specified in this Policy, regardless of its eventual classification or merit. - A dedicated Customer Engagement function and a designated Grievance Officer are maintained at all times. - Resolution will be communicated in writing, with reasoning where the outcome is adverse to the Complainant. - You retain the right to escalate to a higher level if dissatisfied with the resolution at the current level. - Where a grievance reveals a systemic concern, we undertake root-cause analysis and corrective action. 04 — Scope ## What this Policy covers. This Policy applies to grievances arising in connection with: - Performance, availability, or quality of the Services or any API, including API Success rates, downtime, latency, and Service Level commitments; - Billing, invoicing, Subscription Plan charges, recurring charges, taxes, refunds, and chargebacks; - Data privacy, data principal rights, and consent management under the Digital Personal Data Protection Act, 2023; - **Consent revocation** in respect of any consent-based service (DigiLocker KYC, Credit Bureau pulls, Account Aggregator data flows, and similar); - Information security incidents, suspected unauthorised access, or breaches of confidentiality; - Compliance with the Information Technology Act, 2000 and the Intermediary Guidelines Rules, 2021; - Conduct of Deepvue personnel, agents, or sub-contractors; - Interpretation or alleged breach of the Agreement; and - Any other matter the Complainant believes warrants formal review. This Policy operates in addition to, and does not displace, any independent statutory, regulatory, or contractual right of the Complainant. 05 — Channels ## How to reach us. You may raise a grievance through any of the following channels. No fee is payable. Email support@deepvue.ai for general matters · grievances@deepvue.ai for formal/statutory matters Support Portal Authenticated ticket via dashboard.deepvue.ai Postal Deepvue Technologies Private Limited, Eldeco Centre, Block-A, Shivalik Colony, Malviya Nagar, South Delhi, New Delhi, Delhi, India, 110017 Account Manager The designated Account Manager or Customer Success Manager assigned to the Customer 06 — Information Required ## What to include in your submission. To enable verifiable processing and prompt resolution, please include: - Legal name of the Customer entity and registered email domain; - Customer ID, account identifier, workspace identifier, or API key reference; - Name, designation, and contact details of the authorised representative; - A clear, concise description of the grievance, with dates, transaction identifiers, correlation IDs, request/response logs, or screenshots where relevant; - The category of the grievance (see [Classification](#categories)); - The specific outcome or relief sought; - For escalations beyond Level 1 — the Reference Number assigned at the previous level. **Anonymous or unverifiable submissions** may be reviewed for systemic concerns at our discretion but will not give rise to an obligation of individual response. **Escalations to Levels 2 and above without a valid Reference Number** will not be treated as formal escalations and will be returned for compliance with the prescribed format. 07 — Classification ## Grievance categories. Grievances are routed and tracked under the following primary categories. Classification at submission is provisional and may be revised on review. Service & Technical API errors, integration issues, downtime, trial/production access, documentation defects. Commercial & Billing Invoice disputes, recurring charges, plan upgrades, refunds, chargebacks, taxes. Data Privacy & Protection Data principal rights, alleged unauthorised processing, breach notifications. Information Security Security incidents, unauthorised access, credential compromise, vulnerability disclosures. Regulatory & Compliance Adherence to RBI/SEBI/IRDAI/UIDAI guidelines, IT Act intermediary obligations, sectoral compliance. Conduct & Ethics Personnel conduct, sub-contractor behaviour, ethical lapses. Contractual & Legal Alleged breach, interpretation disputes, intellectual property, indemnity matters. Other Any grievance not falling within the above categories. 08 — Escalation Matrix ## Five tiers internally. One external. A grievance may be escalated to the next level only where (a) the Resolution TAT at the current level has lapsed, or (b) the Complainant has received the resolution and records, in writing, the basis of dissatisfaction. Acknowledgment **1** Business Day Resolution **7** Business Days **Scope.** First-line resolution of operational, technical, integration, and billing queries — API error diagnostics, sandbox and production access, documentation clarifications, invoice queries, routine support. **Trigger to next level.** TAT lapsed; dissatisfaction; matter exceeds support authority. Acknowledgment **2** Business Days Resolution **7** Business Days **Scope.** Escalations from Level 1; Service Level commitments and credits; subscription disputes; integration roadmap concerns; commercial negotiation; inter-team coordination. **Trigger to next level.** TAT lapsed; matter pertains to data privacy, statutory compliance, or alleged contractual breach of a non-routine nature; written dissatisfaction. Acknowledgment **48** hours Resolution **15** days — per IT Rules, 2021 **Scope.** Statutory grievances designated under Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Intermediary obligations, alleged unlawful acts, material regulatory non-compliance, and matters arising under the DPDP Act jointly with the Data Protection Officer. **Trigger to next level.** Statutory TAT lapsed; matter is systemic, cross-functional, or reputational; formal request for escalation. Acknowledgment **3** Business Days Resolution **21** Business Days **Scope.** Cross-functional escalations requiring coordination across Engineering, Product, Compliance, Finance, and Legal. Material SLA breaches; sustained service degradation; sensitive data principal requests; matters not satisfactorily resolved at Level 3. The Nodal Officer may constitute an internal review committee. **Trigger to next level.** TAT lapsed; potential legal liability, indemnity, regulatory enforcement, IP dispute, or material financial exposure; written request for Executive review. Acknowledgment **5** Business Days Resolution **30** Business Days **Scope.** Reserved for matters of material commercial, legal, regulatory, or reputational consequence. Reviewed by a panel comprising the Chief Executive Officer (or nominee), the Chief Legal & Compliance Officer (or nominee), and a senior representative independent of the function complained against. Where additional time is reasonably required by reason of complexity, the Complainant is notified in writing of the revised timeline and the reasons. The decision rendered at this level represents Deepvue's final internal position. Where a grievance remains unresolved after exhaustion of Level 5, the Parties refer the matter to dispute resolution under the Agreement — good-faith negotiation followed, where necessary, by arbitration under the Arbitration and Conciliation Act, 1996, with the seat as provided in the Agreement and the courts at Delhi, India exercising exclusive supervisory jurisdiction. **Concurrent statutory forums.** Nothing in this Policy precludes the Complainant from approaching the Data Protection Board of India (DPDP Act, Section 27), the Reserve Bank of India or its Integrated Ombudsman (where the Customer is a regulated entity), the consumer dispute redressal commissions under the Consumer Protection Act, 2019, or any other forum of competent jurisdiction. Either Party may seek interim or injunctive relief from a court of competent jurisdiction at any stage. 09 — TAT Summary ## Turnaround at a glance. | Level | Owner | Acknowledge | Resolve | | --- | --- | --- | --- | | L1 | Customer Support Desk | 1 BD | 7 BD | | L2 | Account / CSM | 2 BD | 7 BD | | L3 | Grievance Officer | 48 hours | 15 days | | L4 | Nodal Officer | 3 BD | 21 BD | | L5 | Executive & Legal Review | 5 BD | 30 BD | | L6 | Arbitration / Statutory Forum | As per Agreement / Applicable Laws | Business Day means any day other than a Saturday, Sunday, or public holiday declared under the Negotiable Instruments Act, 1881 in Delhi, India. 10 — Special Category ## Data privacy & DPDP Act grievances. Grievances concerning the processing of personal data, the exercise of data principal rights, or any matter arising under the Digital Personal Data Protection Act, 2023 are handled under this Policy with the following modifications: - Routed in the first instance to the **Data Protection Officer** at dpo@deepvue.ai and deemed to enter this Policy at **Level 3**. - Resolution within the timelines prescribed under the DPDP Act and rules framed thereunder, or **15 days**, whichever is earlier. - If unresolved after Levels 3–5, the Complainant retains the right to approach the **Data Protection Board of India** under Section 27 of the DPDP Act. - For Customers in regulated sectors, Deepvue cooperates in good faith with any regulator-prescribed grievance routing applicable to the Customer. 11 — Special Category ## Consent revocation. Several Deepvue services depend on the explicit consent of an end-user / data principal — DigiLocker KYC, Credit Bureau pulls, Account Aggregator data flows, and similar verification services. Requests for revocation of consent (**"Consent Revocation Requests"**) are handled as follows: Submission Direct via the Deepvue Consent Manager at sdk.deepvue.ai/revoke-consent, through the Customer who originally collected the consent, or by writing to dpo@deepvue.ai Acknowledgment Within **24 hours** of receipt Effectuation Within **7 Business Days**, propagated to internal systems and, where applicable, to the relevant Regulatory Authority's framework (e.g., the Account Aggregator ecosystem, UIDAI's DigiLocker framework, or the CIC framework) Confirmation Written confirmation provided to the data principal and, where appropriate, to the Customer Effect Revocation operates prospectively. Personal data already processed prior to revocation is retained, deleted, or anonymised in accordance with retention obligations under the DPDP Act, sectoral laws, and the Agreement Unresolved Consent Revocation Requests follow the escalation matrix above, commencing at Level 3. 12 — Compensation Framework ## Where remedies are due. Where investigation determines that a grievance discloses a service failure, breach of the Agreement, or other matter for which compensation is due, Deepvue applies the following framework: - Apply the remedies and service credits contemplated under the Agreement, including any Service Level credit framework; - Where statutory compensation is mandated by Applicable Laws (including under sectoral regulations), comply with the same; - In all other cases, propose a reasonable resolution which may include service credits, refund of the relevant invoiced amount, or other commercially appropriate remedy. Compensation, where awarded, is without prejudice to any limitation of liability, indemnity provisions, or other contractual protections set out in the Agreement. Acceptance of compensation will ordinarily constitute full and final settlement of the underlying grievance unless the Complainant expressly records the contrary in writing. 13 — Confidentiality, Records & Non-Retaliation ## How we handle your information. #### Confidentiality All grievance communications are treated as confidential and shared only with personnel having a legitimate need to know for purposes of investigation and resolution, subject to disclosure obligations under Applicable Laws or compulsion of legal process. #### Records We maintain a register of grievances containing, at a minimum: Reference Number, date of receipt, classification, escalation history, action taken, date of resolution, and outcome. Records are retained for the period prescribed under Applicable Laws or 2 years, whichever is longer. #### Reporting Grievance trends are reviewed by the Office of the Chief Legal & Compliance Officer at least quarterly, and material trends are reported to the Board or Executive Committee. #### Non-Retaliation No customer or its personnel is subjected to commercial, contractual, or operational disadvantage by reason of having raised a bona fide grievance. 14 — Limitations & Reservations ## What this Policy does not do. Nothing in this Policy will be construed as: 1. An admission of liability by Deepvue; 2. A waiver of any limitation of liability, indemnity, or other contractual protection available under the Agreement; 3. An expansion of the scope of Services, warranties, or representations beyond those expressly stipulated in the Agreement; 4. A waiver of Deepvue's right to suspend or terminate Services in accordance with the Agreement, including for breach of the Use Case Categories or Confidentiality clause; 5. A limitation upon any independent statutory or regulatory right of the Complainant, which remains available concurrently; or 6. An obligation to address grievances that are frivolous, vexatious, or that constitute abuse of process — which we reserve the right to dismiss with reasoned communication to the Complainant. This Policy does not extend to **Beta Releases** or **Free Access Subscriptions**, which continue to be governed by the "as is" and "as available" terms of the Terms of Service, save for statutory grievances Deepvue is required by law to address. 15 — Governing Law & Jurisdiction ## Legal foundation. This Policy is governed by and construed in accordance with the laws of the Republic of India and is designed to operate consistently with: - The Information Technology Act, 2000 and the IT (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 (to the extent applicable); - The Arbitration and Conciliation Act, 1996; - Sectoral guidelines issued by RBI, SEBI, IRDAI, and UIDAI as may apply to specific Services; and - Any other Applicable Laws as defined in the Agreement. Subject to the dispute resolution clause of the Agreement, the courts at **Delhi, India** have exclusive jurisdiction in respect of any matter arising out of or in connection with this Policy. 16 — Amendments & Review ## How this Policy evolves. We reserve the right to amend, modify, or supplement this Policy from time to time to reflect changes in Applicable Laws, regulatory expectations, organisational structure, or operational practice. Material amendments will be notified to active Customers by email or through the Deepvue dashboard at least **7 days** prior to the effective date, save where a shorter period is required by Applicable Laws. This Policy is reviewed by the Office of the Chief Legal & Compliance Officer at least once every **12 months** and updated as necessary. 17 — Contact Directory ## Where to reach us. Use the directory below to identify the right point of contact for your concern. For statutory grievances under the IT Rules, 2021, write to the Designated Grievance Officer. For matters under the DPDP Act, 2023, write to the Data Protection Officer. Customer Support Desk First-line resolution · L1 [support@deepvue.ai](mailto:support@deepvue.ai) 24×7 ticketing · Mon–Fri 10:00–18:00 IST (phone) Customer Success Account-level escalation · L2 [success@deepvue.ai](mailto:success@deepvue.ai) Mon–Fri · 10:00–19:00 IST Designated Grievance Officer Statutory · IT Rules, 2021 · L3 [grievances@deepvue.ai](mailto:grievances@deepvue.ai) Mon–Fri · 10:00–18:00 IST Data Protection Officer DPDP Act, 2023 [dpo@deepvue.ai](mailto:dpo@deepvue.ai) Mon–Fri · 10:00–18:00 IST Nodal Officer Head of CX & Compliance · L4 [nodal.officer@deepvue.ai](mailto:nodal.officer@deepvue.ai) Mon–Fri · 10:00–18:00 IST Executive & Legal Review Final internal tier · L5 [executive.review@deepvue.ai](mailto:executive.review@deepvue.ai) Mon–Fri · 10:00–18:00 IST Legal Department Contractual & legal matters [legal@deepvue.ai](mailto:legal@deepvue.ai) Mon–Fri · 10:00–18:00 IST Consent Revocation Self-service portal [sdk.deepvue.ai/revoke-consent](https://sdk.deepvue.ai/revoke-consent) 24×7 Registered Office Deepvue Technologies Private Limited Eldeco Centre, Block A, Shivalik Colony, Malviya Nagar, New Delhi, Delhi 110017