Grievance Redressal Policy

1. Introduction

CHINTAMANIKRUPA SOLUTIONS PRIVATE LIMITED, operating under the brand name Pentasynth ("Company," "we," "us," or "our"), is committed to providing excellent service to all our customers. We value your feedback and take all grievances seriously.

This Grievance Redressal Policy is established in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other applicable Indian laws and regulations.

This policy outlines the process for raising grievances and the mechanisms we have in place to address and resolve them in a fair, transparent, and timely manner.

2. Scope of Grievances

This policy covers grievances related to:

• Service quality or delivery issues
• Billing and payment disputes
• Privacy and data protection concerns
• Technical issues with our software or services
• Account-related issues (suspension, termination, access)
• Refund and cancellation disputes
• Any content that violates applicable laws or our policies
• Intellectual property infringement claims
• Any other issues related to our services or website

3. Grievance Officer

In accordance with the Information Technology Act, 2000 and the IT Rules, 2021, we have appointed a Grievance Officer who shall be responsible for addressing all user concerns and complaints.

The Grievance Officer is responsible for ensuring that all complaints are acknowledged, investigated, and resolved in accordance with this policy and applicable regulations.

4. How to File a Grievance

4.1 Information Required

When filing a grievance, please provide the following information:

• Your full name and contact details (email, phone number)
• Your account ID or registered email address (if applicable)
• A clear and detailed description of your grievance
• Relevant dates and any reference numbers (order ID, ticket ID, etc.)
• Supporting documents, screenshots, or evidence (if available)
• The resolution or remedy you are seeking

4.2 Filing Methods

You may file a grievance through any of the following methods:

1. Email: Send your grievance to contact@pentasynth.com with the subject line "Grievance: [Brief Description]"
2. Phone: Call us at +91 9307079575 during working hours
3. Written Letter: Send a written complaint to our registered office:

   CHINTAMANIKRUPA SOLUTIONS PRIVATE LIMITED

   Attn: Grievance Officer

   Nanded, Maharashtra – 431602, India

5. Grievance Redressal Process

6. Resolution Timelines

We are committed to resolving grievances within the following timeframes:

Note: As per the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we shall acknowledge complaints within 24 hours and resolve them within 15 days from the date of receipt. For complex matters requiring additional investigation, we will keep you informed of the progress.

7. Escalation Process

If you are not satisfied with the resolution provided by our support team, you may escalate your grievance as follows:

Level 1: Grievance Officer

Contact the Grievance Officer directly via email at contact@pentasynth.com with the subject line "Escalation: [Your Ticket Number]". The Grievance Officer will review the case and provide a response within 7 business days.

Level 2: Management Review

If the issue remains unresolved after Level 1 escalation, you may request a management review by sending a written complaint to our registered office address. The management will review the matter and provide a final decision within 15 business days.

Level 3: External Remedies

If you are still unsatisfied after exhausting our internal grievance process, you may seek recourse through appropriate legal channels, consumer forums, or regulatory authorities as per applicable Indian laws.

8. Confidentiality

All grievances and personal information shared during the redressal process will be treated as confidential. Information will only be shared with relevant personnel on a need-to-know basis to investigate and resolve the grievance. We will comply with our Privacy Policy and applicable data protection laws in handling your information.

9. No Retaliation

We are committed to a fair and open grievance process. No user shall face any retaliation, discrimination, or adverse action for filing a grievance in good faith. We encourage users to report issues without fear of negative consequences.

10. Record Keeping

We maintain records of all grievances received, including the nature of the complaint, actions taken, and resolution provided. These records are kept for a period of at least 180 days (or as required by applicable law) and may be produced to regulatory authorities if required.

11. Modifications to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our practices or regulatory requirements. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.