Grievance Redressal

Clause 1The Grievance Officer

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020, the following officer is appointed to receive and dispose of complaints.

Please write in English or Hindi. Include your account email address, so the complaint can be matched to the right workspace.

Clause 2What this covers

Use this route for any of the following:

• A complaint about the service, an invoice or a charge.
• A complaint about how your personal data has been handled.
• A report that content on this platform is unlawful, infringes your rights, or breaches our Acceptable Use Policy.
• A request to exercise a right under data protection law — access, correction, erasure or withdrawal of consent.

This is not a route for legal advice, and it is not a route to challenge what the platform concluded about a matter. The outputs are analytical and are described throughout as material for a qualified professional to review. Disagreeing with an assessment is not a grievance; it is the intended use of the product.

Clause 3How to raise a complaint

Email the Grievance Officer at the address above with:

• Your name and the email address on the account.
• What happened, with dates, and the matter reference if it relates to one.
• What you would like done about it.
• Any supporting material — a screenshot, an invoice number, a message.

If you are reporting content, identify it precisely and state the legal basis on which you say it is unlawful. A report that does not say what is wrong with the content cannot be acted on.

Clause 4What happens, and when

• Within 24 hours — we acknowledge receipt and give the complaint a reference.
• Within 15 days — we dispose of the complaint and tell you the outcome and the reasons for it. Where a complaint takes longer because it needs information from you, we will say so and say what we are waiting for.
• Within 72 hours — for a request to remove content that is unlawful on its face, or that is intimate imagery published without consent, we act within the shorter period the Rules require.

These are outer limits, not targets. Most complaints are answered considerably sooner.

Clause 5Unlawful content

This platform is not a publishing service and hosts no public content: documents uploaded to a matter are visible only to the organisation that uploaded them. If you nonetheless believe material held here is unlawful or infringes your rights, write to the Grievance Officer with the detail set out in clause 3.

We may require the complaint to be verified, and we may notify the account holder that a complaint has been made, unless notifying them would defeat the purpose of the complaint or we are directed otherwise by a court or a competent authority.

Clause 6Data and privacy complaints

Rights over your personal data, and how to exercise them, are set out in the Privacy Policy. A complaint about how data has been handled can be sent either to the Grievance Officer or to the address given in that policy; both reach the same people.

Clause 7If you are not satisfied

If the outcome does not resolve the matter, you may escalate it. Nothing in this policy limits your right to do so, and nothing in it requires you to exhaust this process first.

• Consumer disputes — the consumer commission with jurisdiction under the Consumer Protection Act, 2019, or the National Consumer Helpline (1915).
• Data protection — the Data Protection Board of India, once constituted under the Digital Personal Data Protection Act, 2023.
• Intermediary obligations — the Grievance Appellate Committee constituted under Rule 3A of the 2021 Rules.

ContactHow to reach us about this document

If anything here is unclear, or you think we have got something wrong, write to us and a person will read it.

By email

legal@litoraai.com

By post

Rank First Technologies Private Limited (CIN U58201PB2026PTC068900)
S.A.S. Nagar (Mohali), Punjab 160055, India

Grievance Officer

Grievance Officer — grievance@litoraai.com
Appointed under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Complaints are acknowledged within 24 hours and resolved within 15 days.

This document is governed by the laws of India, and the courts referred to in the terms of service have exclusive jurisdiction over any dispute arising from it.