Grievance Redressal Policy

Effective Date: 22 September 2026
Last Updated: 22 September 2026

At BrandRipple InfoTech (“BRIT”, “BrandRipple InfoTech”, “we”, “us”, “our”, or “the Company”), we are committed to providing a transparent and accessible mechanism for customers, users, clients and other stakeholders to raise concerns relating to our Website, Products, Digital Products, Services, online purchases, payments, delivery, privacy, accounts or other interactions with BRIT.

This Grievance Redressal Policy (“Grievance Policy”) explains how complaints and grievances may be submitted to BRIT, how they may be handled, and the channels available for seeking assistance or resolution.

This Policy applies to grievances relating to:

• the BrandRipple InfoTech Website;
• online shopping and checkout;
• Digital Products;
• Digital Product delivery and downloads;
• payments and transactions;
• refunds and cancellations;
• customer accounts;
• professional Services;
• Website content;
• privacy and personal-data concerns;
• unauthorized use or access;
• technical issues;
• intellectual-property concerns;
• customer support;
• suspected fraudulent transactions; and
• other matters relating to Products or Services made available by BRIT.

This Policy should be read together with BRIT’s Terms & Conditions, Privacy Policy, Refund, Cancellation & Digital Product Delivery Policy, Digital Product License & Usage Policy, and other applicable Website policies.

1. Purpose of This Grievance Policy

The purpose of this Policy is to provide a clear mechanism through which users and customers can:

• submit a complaint;
• report an issue;
• request assistance;
• raise a transaction-related concern;
• report a Product or Service problem;
• raise a privacy-related grievance;
• report suspected misuse or fraud; and
• seek appropriate resolution.

BRIT will make reasonable efforts to review and address genuine grievances fairly, consistently and within applicable legal requirements.

2. Grievance Officer

BRIT shall maintain the appropriate grievance-contact structure applicable to its business and legal obligations.

Email: brandrippleinfotech@gmail.com
Telephone: +91 9486 241993

The above details should be kept current on the Website.

Where applicable law requires a resident grievance officer or another designated person, BRIT shall appoint and publish the relevant details as required.

The Consumer Protection (E-Commerce) Rules, 2020 provide for an e-commerce entity to prominently publish the grievance officer’s name and contact details and the mechanism for making complaints.

3. Who Can Submit a Grievance

A grievance may be submitted by:

• a customer;
• a Website user;
• a client;
• a Digital Product purchaser;
• an authorised representative of a customer or organisation;
• a person with a legitimate privacy concern;
• a person reporting unauthorised use or infringement; or
• another person with a legitimate concern relating to BRIT’s Website, Products or Services.

Where a person submits a grievance on behalf of another individual or organisation, BRIT may request reasonable evidence of authority.

4. Matters That May Be Reported

Users may contact BRIT regarding matters including:

Digital Product Issues

• incorrect Product delivered;
• missing files;
• corrupted files;
• inability to access a purchased Product;
• download problems;
• Product description concerns;
• compatibility concerns; or
• unauthorised Product distribution.

Payment Issues

• payment failure;
• duplicate payment;
• payment captured but Order not confirmed;
• payment-related discrepancies;
• unauthorised transactions; or
• refund-related concerns.

Service Issues

• agreed Service concerns;
• project-delivery issues;
• billing disputes;
• scope misunderstandings;
• communication issues; or
• other project-related grievances.

Privacy Issues

• concerns regarding personal information;
• correction requests;
• access-related requests;
• consent-related concerns;
• suspected misuse of personal information; or
• other privacy grievances.

Website Issues

• technical problems;
• broken functionality;
• account-access issues;
• security concerns;
• inappropriate content; or
• other Website-related issues.

Intellectual Property Issues

• suspected copyright infringement;
• unauthorised redistribution;
• misuse of BRIT content;
• unauthorised use of Digital Products; or
• other intellectual-property concerns.

5. How to Submit a Grievance

Users may submit grievances through the official grievance or customer-support channels published on the BRIT Website.

Depending on the channels made available, grievances may be submitted through:

• email;
• Website grievance/contact form;
• telephone;
• customer-support system;
• customer account;
• written communication; or
• another official channel designated by BRIT.

The preferred grievance channel is:

Email: brandrippleinfotech@gmail.com

Subject: Grievance / Complaint – [Order or Reference Number]

Where a separate grievance form is available on the Website, users may use that form.

6. Information to Include in a Grievance

To enable BRIT to investigate a grievance efficiently, users should provide, where applicable:

• full name;
• email address;
• phone number;
• Order number;
• invoice number;
• transaction reference;
• Product name;
• date of transaction;
• nature of the complaint;
• relevant screenshots;
• supporting documents;
• description of the issue;
• previous communication reference; and
• requested resolution, where applicable.

Users should avoid unnecessarily providing sensitive personal information, passwords, payment authentication credentials or other information not required to investigate the complaint.

7. Complaint Registration

Where technically available, BRIT may assign a complaint, support or grievance reference number to facilitate tracking.

Users should retain the relevant reference number for future communication.

Where a complaint has been received through email or another channel that provides a suitable electronic record, that communication may serve as the initial grievance record.

8. Acknowledgement of Grievances

BRIT will make reasonable efforts to acknowledge receipt of a consumer complaint within the timeframe prescribed by applicable law.

The Consumer Protection (E-Commerce) Rules, 2020 provide that the designated grievance officer shall acknowledge receipt of a consumer complaint within forty-eight hours.

The acknowledgement may include:

• complaint reference number;
• date of receipt;
• summary of the issue;
• next steps;
• request for additional information; and/or
• an estimated process or response stage where appropriate.

9. Grievance Resolution

BRIT will investigate genuine grievances and make reasonable efforts to resolve them within the timeframe prescribed by applicable law.

The Consumer Protection (E-Commerce) Rules, 2020 provide for redressal of consumer complaints within one month from the date of receipt by the grievance officer.

The actual resolution may depend on:

• complexity of the issue;
• information supplied by the user;
• third-party payment providers;
• technical investigation;
• legal requirements;
• external service providers;
• transaction verification; and
• other circumstances relevant to the complaint.

Where additional time is reasonably required because of external dependencies, BRIT may communicate the status or reason for delay where appropriate.

10. Investigation Process

Depending on the nature of the grievance, BRIT may review:

• Order records;
• payment records;
• invoices;
• customer-account information;
• download records;
• Product information;
• Website logs;
• technical records;
• communications;
• project documentation;
• third-party provider records; and
• other information reasonably necessary to investigate the matter.

BRIT may request additional information from the complainant where necessary.

11. Verification of Identity

To protect users and prevent unauthorised disclosure of information, BRIT may request reasonable identity or transaction verification before:

• disclosing account information;
• changing account information;
• processing certain refund requests;
• providing private transaction records;
• providing access to purchased Digital Products; or
• responding to certain privacy requests.

Verification requirements will be proportionate to the nature of the request, subject to applicable law.

12. Digital Product Grievances

Customers experiencing a Digital Product issue should first refer to the Refund, Cancellation & Digital Product Delivery Policy and applicable Digital Product License & Usage Policy.

Examples of matters that may be raised include:

• incorrect Product supplied;
• defective file;
• corrupted download;
• missing component;
• broken download link;
• access problems;
• material mismatch with Product description;
• licensing questions; or
• unauthorised use.

Where appropriate, BRIT may resolve the matter through:

• replacement;
• updated file;
• corrected Product;
• renewed download access;
• technical assistance;
• refund; or
• another appropriate remedy.

13. Payment and Transaction Grievances

For payment-related complaints, BRIT may verify the transaction with the relevant payment gateway or financial institution.

Customers should provide, where available:

• Order number;
• payment reference;
• transaction date;
• amount;
• payment method; and
• screenshot or transaction confirmation.

Where a payment was processed by an independent payment provider, BRIT may need to coordinate with that provider before determining the status of a transaction.

14. Refund and Cancellation Grievances

Refund and cancellation complaints will be handled in accordance with:

• applicable law;
• the Refund, Cancellation & Digital Product Delivery Policy;
• applicable Product-specific terms; and
• the relevant transaction or Project Agreement.

Submitting a grievance does not automatically guarantee a refund.

The grievance process may be used to request review of a refund decision or unresolved transaction issue.

15. Professional Service Grievances

Where a grievance relates to a professional branding, design, technology, content, marketing or other Service, BRIT may review:

• the applicable quotation;
• proposal;
• statement of work;
• invoice;
• project scope;
• revision history;
• approvals;
• communications; and
• deliverables.

Where the issue concerns a contractual matter, the relevant Project Agreement may contain specific dispute-resolution or escalation provisions.

16. Privacy and Personal Data Grievances

Privacy-related grievances may include concerns regarding:

• collection of personal information;
• use of personal information;
• correction of personal information;
• deletion or erasure requests where applicable;
• withdrawal of consent where applicable;
• account information;
• marketing communications;
• cookies or tracking technologies;
• unauthorised access; or
• suspected personal-data misuse.

Such grievances will be handled in conjunction with BRIT’s Privacy Policy and applicable data-protection law.

17. Intellectual Property Complaints

BRIT takes intellectual-property concerns seriously.

If you believe that:

• BRIT’s content is being used without authorization;
• a BRIT Digital Product is being redistributed;
• a copyrighted work is being infringed;
• BRIT’s branding is being misused; or
• your intellectual property is being affected by content available through BRIT,

you should provide sufficient information for BRIT to identify and investigate the matter.

Where appropriate, BRIT may request:

• identification of the relevant work;
• proof of ownership or authority;
• location of the allegedly infringing content;
• relevant URLs;
• screenshots; and
• other supporting information.

18. Fraudulent Transactions

If you believe that a payment or Order involving BRIT is unauthorised or fraudulent, contact BRIT as soon as reasonably possible.

You should also contact your bank, card issuer or payment provider where appropriate.

BRIT may investigate suspected fraud and cooperate with:

• payment providers;
• banks;
• law-enforcement authorities;
• cybersecurity providers; and
• other appropriate parties.

19. Security-Related Complaints

Users may report suspected security issues such as:

• unauthorised account access;
• compromised download links;
• suspicious payment activity;
• malicious Website behaviour;
• unauthorised access to customer information; or
• other security concerns.

Security-sensitive information should be communicated privately through the official BRIT contact channel and should not be posted publicly on social media or public comment areas.

20. Anonymous Complaints

BRIT may accept anonymous complaints where reasonably possible.

However, anonymous complaints may be difficult to investigate or resolve where:

• the transaction cannot be identified;
• additional information is required;
• identity verification is necessary; or
• the complainant expects a personal remedy.

BRIT may therefore be unable to provide a substantive response to an anonymous complaint in certain cases.

21. Abuse of the Grievance Process

The grievance mechanism is intended for legitimate complaints and concerns.

BRIT may take appropriate action where the grievance system is intentionally misused through:

• fraudulent claims;
• false documentation;
• repeated malicious complaints;
• impersonation;
• threats or harassment;
• abusive communications;
• deliberate misinformation; or
• other unlawful conduct.

Nothing in this clause prevents a person from making a genuine complaint or exercising a lawful right.

22. No Retaliation for Genuine Complaints

BRIT will not intentionally penalize a customer merely for raising a genuine complaint in good faith.

Users are encouraged to communicate concerns clearly and respectfully so that issues can be investigated efficiently.

23. Communication During Investigation

BRIT may communicate with the complainant through:

• email;
• telephone;
• customer account;
• messaging platforms;
• Website support systems; or
• other contact details provided by the complainant.

Users should monitor the communication channel associated with their complaint.

24. Resolution Outcomes

Depending on the circumstances, a grievance may be resolved through:

• clarification;
• correction of information;
• replacement of a Digital Product;
• technical assistance;
• renewed access;
• refund;
• correction of a billing issue;
• account correction;
• removal or modification of content;
• additional explanation;
• project-level corrective action;
• closure where no issue is established; or
• another lawful and appropriate remedy.

The available remedy depends upon the nature of the complaint, contractual terms and applicable law.

25. When a Complaint May Be Closed

A grievance may be closed where:

• the requested remedy has been provided;
• the matter has been reasonably explained;
• sufficient information cannot be obtained after reasonable attempts;
• the complaint is outside BRIT’s control;
• the complaint concerns an independent third party;
• there is no identifiable issue after investigation;
• the complaint has been resolved;
• the complaint is fraudulent or abusive; or
• applicable law otherwise permits closure.

Where appropriate, BRIT may communicate the reason for closure.

26. Third-Party Provider Issues

Some complaints may involve third-party providers such as:

• payment gateways;
• banks;
• hosting companies;
• email providers;
• cloud services;
• social-media platforms;
• software providers;
• AI providers;
• domain registrars; or
• other external platforms.

BRIT may coordinate with such providers where reasonably necessary, but cannot control the decisions, processing times, systems or policies of independent third parties.

27. Privacy of Grievance Information

Information submitted as part of a grievance may contain personal or confidential information.

BRIT will handle such information in accordance with its Privacy Policy and applicable law.

Users should provide only information reasonably required to investigate the issue.

28. Record Keeping

BRIT may maintain records relating to grievances for purposes including:

• investigation;
• customer support;
• legal compliance;
• audit;
• fraud prevention;
• dispute resolution;
• service improvement;
• protection of legal rights; and
• recordkeeping.

Retention periods may depend on applicable legal, contractual and operational requirements.

29. Escalation

If a complainant is dissatisfied with the response provided through ordinary support channels, the complainant may request escalation to the designated Grievance Officer using the official grievance contact.

Where a matter concerns a specific project or contract that contains separate escalation provisions, those provisions may also apply.

30. Statutory Rights and External Remedies

This Grievance Policy is intended to provide an internal mechanism for resolving concerns and does not prevent any person from exercising a statutory right or pursuing an external remedy available under applicable law.

Nothing in this Policy is intended to limit:

• consumer rights;
• privacy rights;
• contractual rights;
• intellectual-property rights;
• statutory remedies; or
• access to competent courts, tribunals, authorities or other lawful mechanisms.

31. Consumer Protection Framework

BRIT’s online store and applicable e-commerce activities may be subject to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, applicable amendments and related consumer-protection requirements.

The Department of Consumer Affairs continues to publish the Consumer Protection (E-Commerce) Rules, 2020 and related materials.

BRIT will maintain its grievance mechanism in accordance with requirements applicable to its business and transaction structure.

32. Changes to This Grievance Policy

BRIT reserves the right to modify, amend, revise, replace, update, supplement or otherwise change this Grievance Redressal Policy from time to time, subject to applicable law.

Changes may be made because of:

• changes in BRIT’s business;
• introduction of new Products;
• introduction of new Services;
• changes in Website functionality;
• changes in e-commerce operations;
• changes in applicable laws;
• changes in regulatory requirements;
• changes in customer-support systems;
• changes in technology; or
• other legitimate legal or operational reasons.

The latest version will be published on the Website together with the applicable “Last Updated” date.

33. Acceptance of Updated Grievance Policy

By continuing to use the Website or BRIT’s online services after an updated version of this Policy has been published, you acknowledge the updated Policy to the extent permitted by applicable law.

This acknowledgement applies regardless of whether the Website is accessed through:

• desktop;
• laptop;
• mobile phone;
• tablet;
• browser;
• application;
• direct link;
• search engine;
• social media;
• email; or
• any other current or future method or device.

Where applicable law requires a specific notice, consent or procedural requirement, that legal requirement shall prevail.

34. Electronic Grievances and Records

Grievances submitted electronically may be treated as valid records to the extent permitted by applicable law.

BRIT may retain:

• emails;
• complaint forms;
• support tickets;
• acknowledgement messages;
• transaction information;
• communications; and
• resolution records

for appropriate operational, legal, compliance and recordkeeping purposes.

35. Contact BrandRipple InfoTech

For grievances, complaints or escalation requests, please contact:

BrandRipple InfoTech
Puducherry, India

Email: brandrippleinfotech@gmail.com
Phone: +91 9486 241993

Website:
https://brandrippleinfotech.com/

Please refer to the latest Contact or Legal section of the Website for the current grievance contact information.

36. Final Grievance Acknowledgement

By using the BRIT Website, purchasing a Product, accessing a Digital Product, engaging our Services or communicating with BRIT, you acknowledge that:

1. BRIT provides a mechanism for submitting grievances and complaints;
2. genuine complaints may be investigated through the applicable internal process;
3. BRIT may request reasonable information or verification to investigate a complaint;
4. grievance-related information may be processed and retained in accordance with the Privacy Policy and applicable law;
5. BRIT may modify this Grievance Policy from time to time;
6. continued use after an update constitutes acknowledgement of the revised Policy to the extent permitted by applicable law; and
7. nothing in this Policy is intended to restrict any mandatory statutory right or remedy.

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