Grievance Redressal

1. The commitment

If something is wrong — a complaint about a Gritticon service, a privacy request, a billing dispute, or content concern — you have a named human to write to, and a clock we hold ourselves to:

• Acknowledgement: within 24 hours of receiving your complaint.
• Resolution: within 15 days.

Two statutory clocks can apply to us (24 hours / 15 days under the IT Rules, 2021 and 48 hours / one month under the Consumer Protection (E-Commerce) Rules, 2020). We publish and meet the tighter of the two.

2. Grievance Officer

• Name: Pammi Maheswar Reddy
• Designation: Director & Grievance Officer, Gritticon Technologies Private Limited
• Email: info@gritticon.com (subject line: “Grievance”)
• Phone: +91 98666 77408 (Monday–Friday, 9:00–18:00 IST)
• Postal address: 7-37, Datta Sai Devalayam, Peerzadiguda Road, Hyderabad, Medchal-Malkajgiri District, Telangana 500098, India

The officer named here is resident in India and reachable at this address, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require.

3. What to include

• Your name and the email address to reply to.
• Which service the complaint concerns (gritticon.com, Gritticon SMS, Know Your Child, or Shop OS).
• What happened, when, and what outcome you are seeking.
• For privacy requests: what data the request concerns, and whether you are asking for access, correction, or deletion.

4. Complaints about a merchant storefront

If your complaint is about goods or services bought from a merchant’s storefront powered by Shop OS, the merchant is the seller and their grievance contact, published on their storefront, is the direct route. You may also write to our Grievance Officer — where the complaint concerns the platform’s own conduct we handle it, and where it concerns the merchant’s sale we forward it to the merchant and tell you we have done so.

5. Nothing here limits your statutory rights

Using this route is free and does not limit your right to approach a Consumer Commission under the Consumer Protection Act, 2019, or any other forum the law gives you.