1. Introduction
Kiaan Technology Private Limited ("Kiaan Technology", "Company", "we", "our", or "us") is committed to providing high-quality services and maintaining transparency, fairness, and customer satisfaction.
This Grievance Redressal Policy outlines the process through which customers, users, clients, and stakeholders may raise complaints, concerns, disputes, feedback, or grievances related to our products, services, software platforms, subscriptions, billing, privacy matters, or customer support experiences.
2. Purpose
The principal objectives of this Grievance Redressal Policy are designed to:
3. Types of Grievances
Users may submit grievances relating to any service-related, support, or billing matters, including:
4. How to Submit a Grievance
Users may submit formal grievances by reaching out to us through our standard contact portals:
To help our support team investigate and resolve issues efficiently, please provide the following details:
5. Grievance Handling Process
Upon receiving a grievance, Kiaan Technology follows a structured handling process to ensure fair investigation:
Acknowledgement
We will acknowledge receipt of the grievance within a reasonable timeframe (typically within 2 business days).
Review
The grievance will be reviewed by the appropriate department or responsible system personnel.
Investigation
Where necessary, we will investigate relevant database records, support logs, transactions, or system activity.
Resolution
Appropriate corrective action, detailed clarification, or final resolution will be provided to the user.
6. Resolution Timeline
Kiaan Technology aims to maintain the following resolution schedules:
Acknowledgement
We aim to acknowledge receipt of all incoming grievances within 2 business days.
Investigation & Response
We aim to investigate, resolve, and formally respond to complaints within 7 business days.
Certain complex cases may require additional time where third-party providers, financial institutions, deep technical investigations, or legal reviews are involved.
7. Escalation Process
If a user is dissatisfied with the initial response or resolution provided by our support team, the matter may be escalated for further review. Escalated matters will receive additional assessment by senior management or designated representatives of Kiaan Technology.
8. Privacy and Confidentiality
All grievance-related information, documents, and correspondence shall be handled in absolute accordance with our Privacy Policy. Information submitted during the grievance process will be used solely for investigation, resolution, compliance, and service improvement purposes.
9. Abuse of the Grievance Process
Kiaan Technology reserves the right to reject, restrict, or discontinue investigation of grievances that involve:
Note: This abuse prevention clause shall not affect any legal rights available under applicable laws.
10. Grievance Officer
For grievances, complaints, privacy concerns, or service-related disputes, users may contact our Grievance Officer:
Grievance Officer
Kiaan Technology Private Limited
11. Policy Updates
Kiaan Technology reserves the right to modify this Grievance Redressal Policy at any time. Updated versions will be published on our website together with the revised effective date.
Your continued use of our services after such updates constitutes acceptance of the revised policy.
12. Contact Us
Kiaan Technology Private Limited