GRIEVANCE REDRESSAL POLICY

This Grievance Redressal Policy (“Policy”) is issued by:

‍Kanta King Technologies Pvt Ltd
Operating under the brand name ihiva
Registered Office: Ashok Vihar, New Delhi – 110052, India
Email: agent@ihiva.ai
Website: www.ihiva.ai

‍This Policy is framed in accordance with:

• Information Technology Act, 2000
• IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• Digital Personal Data Protection Act, 2023
• Applicable Indian consumer and contract laws

1. PURPOSE

The purpose of this Policy is to:

• Provide a structured mechanism for addressing complaints and grievances.
• Ensure compliance with statutory obligations.
• Promote transparency and accountability.
• Protect rights of users, customers, and data principals.

2. SCOPE

This Policy applies to grievances related to:

• Website usage
• ihiva platform
• ihiva Weighbridge Software
• Data privacy concerns
• Subscription disputes
• Unauthorized access
• Service interruptions
• Service interruptions
• Content-related concerns
• Security issues
• Alleged violations of Terms or Privacy Policy

3. DESIGNATION OF GRIEVANCE OFFICER

In compliance with Indian law, the Company has designated the following as Grievance Officer:

‍Grievance Officer
Kanta King Technologies Pvt Ltd
Ashok Vihar, New Delhi – 110052
Email: agent@ihiva.ai

The Grievance Officer is responsible for:

• Receiving complaints
• Acknowledging grievances
• Coordinating internal investigation
• Coordinating internal investigation Ensuring timely resolution

4. WHO MAY FILE A GRIEVANCE

Grievances may be submitted by:

• Website visitors
• Registered Users
• Enterprise Customers
• Employees or authorized representatives of Customers
• Data Principals under DPDP Act
• Any individual whose personal data is processed through the Services

5. TYPES OF GRIEVANCES COVERED

This mechanism covers complaints including but not limited to:

5.1 Data Protection Concerns

• Unauthorized processing
• Access denial
• Incorrect personal data
• Erasure requests
• Consent withdrawal

5.2 Platform-Related Issues

• Unauthorized account access
• Suspected data breach
• Tenant data isolation concerns
• System malfunction affecting data integrity

5.3 Billing & Commercial Disputes

• Incorrect invoicing
• Subscription disputes
• Refund-related concerns

5.4 Security Incidents

• Suspicious login attempts
• Data tampering
• Operational manipulation concerns

5.5 Legal or Regulatory Complaints

• Non-compliance allegations
• Government notice concerns

6. HOW TO SUBMIT A GRIEVANCE

All grievances must be submitted in writing via email to:

agent@ihiva.ai

The complaint must include:

• Full name of complainant
• Organization (if applicable)
• Contact details
• Detailed description of grievance
• Supporting documentation (if any)
• Date of incident
• Specific relief sought

Incomplete submissions may delay processing.

7. ACKNOWLEDGEMENT TIMELINE

Upon receipt of grievance:

• Acknowledgement will be issued within 48 hours of receipt.
• A reference number may be assigned for tracking.

8. INVESTIGATION & RESOLUTION TIMELINE

The Company shall:

• Conduct internal review
• Consult relevant technical and legal teams
• Request additional information if required

Resolution timeline:

• Ordinary grievances: Within 15 business days
• Complex matters (technical/security): Within 30 business days
• Regulatory complaints: As required under applicable law

If additional time is required, the complainant will be informed.

9. DATA PRINCIPAL RIGHTS (DPDP ACT 2023)

Individuals may exercise rights including:

• Right to access personal data
• Right to correction
• Right to erasure (subject to legal limits)
• Right to grievance redressal
• Right to nominate
• Right to erasure (subject to legal limits)

Requests must be verified before action.

The Company may decline requests where:

• Data retention is legally required
• Identity cannot be verified
• Request is manifestly unfounded

10. ESCALATION MECHANISM

If the complainant is not satisfied with the resolution:

• A request for reconsideration may be submitted.
• The matter may be escalated internally to senior management.

If still unresolved, complainants may:

• Approach appropriate legal or regulatory authorities under Indian law.

11. CONFIDENTIALITY OF GRIEVANCES

All complaints shall be handled confidentially.

Information shall only be shared internally on a need-to-know basis.

12. FALSE OR MALICIOUS COMPLAINTS

The Company reserves the right to:

• Reject frivolous complaints
• Take appropriate action in case of malicious or fraudulent submissions

13. SECURITY INCIDENT RESPONSE

If grievance relates to security breach:

• Incident response protocol will be triggered
• Risk assessment will be conducted
• Required notifications will be issued if legally mandated

14. RECORD KEEPING

The Company may maintain internal logs of:

• Grievances received
• Actions taken
• Resolution timelines

Records will be retained as required by law.

15. MODIFICATIONS TO THIS POLICY

The Company reserves the right to update this Policy.

Updated versions will be published on www.ihiva.ai.

16. LIMITATIONS

This Policy does not create contractual liability beyond existing agreements.

It provides procedural framework only.

17. CONTACT DETAILS

For grievance submission:

Kanta King Technologies Pvt Ltd
Ashok Vihar, New Delhi – 110052
Email: agent@ihiva.ai
Website: www.ihiva.ai