Grievance Redressal Policy
MaxFate Private Limited is committed to addressing the concerns and complaints of its users in a timely, fair, and transparent manner, in accordance with the Digital Personal Data Protection Act, 2023, the Consumer Protection Act, 2019, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
1. Objective
This Grievance Redressal Policy ("Policy") has been established by MaxFate Private Limited ("the Company") to provide Users ("Complainants") with a structured, accessible, and effective mechanism for the resolution of complaints and grievances arising from the use of the Drishti Astro platform, in fulfillment of the Company's obligations under applicable Indian law.
2. Designated Grievance Officer
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Section 13(2) of the Digital Personal Data Protection Act, 2023, the Company has designated the following individual as its Grievance Officer:
Name: Manvendra Chaudhary Designation: Chief Marketing Officer Organisation: MaxFate Private Limited Email: cmo@maxfate.com Phone: +91-8906220622 Address: MaxFate Private Limited, India
The Grievance Officer is responsible for receiving, acknowledging, and resolving all grievances submitted by Users of the Drishti Astro platform.
3. Scope of Grievances
- ●Violation of data privacy rights under the Digital Personal Data Protection Act, 2023
- ●Unauthorised access to or disclosure of personal data
- ●Complaints regarding the processing, use, or retention of personal data
- ●Service delivery failures, deficiencies in quality, or non-delivery of purchased services
- ●Billing errors, unauthorised charges, or disputes regarding refunds
- ●Violation of the Terms and Conditions, Privacy Policy, or any other applicable policy of the Company
- ●Any other complaint relating to the use of the ${BRAND} platform
4. How to Lodge a Grievance
Complainants may submit their grievances through the following channel:
4.1 Email
Send a written complaint to cmo@maxfate.com. The complaint must include: (a) the full name and registered email address of the Complainant; (b) a clear and concise description of the grievance; (c) the relevant order reference or account details, if applicable; (d) the relief or remedy sought; and (e) supporting documentation, if any.
4.2 Postal
Complaints may also be submitted by registered post addressed to the Grievance Officer at the registered address of MaxFate Private Limited. Postal complaints are subject to the same resolution timelines upon receipt.
5. Grievance Resolution Timeline
5.1 Acknowledgement
The Grievance Officer shall acknowledge receipt of the complaint within forty-eight (48) hours of receipt via email.
5.2 Resolution
The Company shall endeavour to resolve all grievances within thirty (30) days from the date of receipt of the complaint. Where a resolution within thirty (30) days is not feasible due to the complexity of the matter, the Complainant shall be notified of the reasons for the delay and the expected resolution timeline.
5.3 Communication
The final resolution or outcome of the grievance shall be communicated to the Complainant in writing via email.
6. Escalation
In the event that the Complainant is not satisfied with the resolution provided by the Grievance Officer within the stipulated timeline, the Complainant shall have the right to escalate the matter to: (a) the Data Protection Board of India (once operationalised under the DPDPA, 2023) for matters relating to personal data processing; or (b) the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019; or (c) any other competent authority or forum as provided under applicable law.
7. Confidentiality
All grievances and communications received by the Grievance Officer shall be treated with strict confidentiality and shall not be disclosed to any party other than those involved in the resolution process, except as required by law.
8. Non-Retaliation
The Company expressly commits that no Complainant shall face any adverse action, discrimination, or retaliation as a result of lodging a complaint in good faith under this Policy. Any internal retaliation against a Complainant shall be treated as a serious violation of the Company's internal conduct standards.
9. Review of this Policy
This Grievance Redressal Policy shall be reviewed by the Company at least once every twelve (12) months or upon any material change in applicable law, whichever is earlier, and updated accordingly. Users are advised to refer to the latest version of this Policy available on the platform.
For questions, contact drishti@maxfate.com