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    Grievance Redressal

    Grievance Redressal Mechanism

    We are committed to addressing your complaints promptly and transparently in accordance with the IT (Intermediary Guidelines) Rules, 2021 and the DPDP Act, 2023.

    Last updated: April 26, 2025

    Grievance Officer

    As mandated by Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Spirehub Softwares has appointed a Grievance Officer to address complaints from users and affected persons.

    Response Time

    Within 30 days

    General Support

    support@spirehubs.com

    Regulation

    IT Rules 2021 & DPDP Act 2023

    Designation

    Grievance Officer

    Organisation

    Spirehub Softwares

    Country

    India

    Email

    grievance@spirehubs.com

    How to File a Complaint

    You can submit a grievance through any of the following channels:

    Email (Recommended)

    Send an email to grievance@spirehubs.com with the subject line 'Grievance: [brief description]'. Include your full name, registered email address, account ID (if applicable), a detailed description of your complaint, and any supporting evidence.

    Contact Form

    Use the contact form on our website at spirehub.com/contact to submit your grievance. Select 'Grievance / Complaint' as the subject category.

    Written Letter

    Address a written complaint to the Grievance Officer, Spirehub Softwares, India. Include all details as mentioned above and a return address for our response.

    What to Include in Your Complaint

    • Your full name and contact details
    • Registered email address linked to your Spirehub AI Agent account
    • Date and description of the incident or issue
    • Details of any previous attempts to resolve the issue
    • Supporting documents, screenshots, or evidence (if applicable)
    • Preferred resolution or outcome

    Types of Complaints We Handle

    Our Grievance Officer is authorised to handle the following categories of complaints:

    Data Privacy Complaints

    Complaints related to collection, processing, or sharing of your personal data in violation of applicable privacy laws, including the DPDP Act, 2023.

    Account & Access Issues

    Unauthorised access to your account, failure to delete your data upon request, or denial of access to your personal information.

    Content & Platform Complaints

    Content that violates our Terms of Service, including harmful, misleading, or unlawful content deployed through the Spirehub AI Agent platform.

    Billing & Subscription Disputes

    Incorrect charges, refund denials, or subscription-related disputes not resolved by our support team.

    Service Quality Complaints

    Persistent service outages, failure to meet stated SLAs, or unresolved technical issues affecting your business operations.

    Rights Violation Complaints

    Complaints regarding violation of your rights as a Data Principal under the DPDP Act, 2023, including denial of correction, erasure, or information requests.

    Response Timeline

    As per Rule 3(2)(b) of the IT (Intermediary Guidelines) Rules, 2021, we are required to acknowledge your grievance within 24 hours of receipt and resolve it within 30 days.
    01

    Acknowledgement

    Within 24 hours

    You will receive an automated acknowledgement confirming receipt of your complaint with a unique reference number.

    02

    Initial Review

    Within 3 working days

    Our Grievance Officer will review your complaint and may contact you for additional information if required.

    03

    Investigation

    Within 15 days

    We will investigate the complaint, consult relevant teams, and gather necessary evidence.

    04

    Resolution

    Within 30 days

    You will receive a detailed written response with the outcome of our investigation and any actions taken.

    Escalation

    Internal Escalation

    If you are dissatisfied with the resolution provided by our Grievance Officer, you may request escalation to senior management by replying to the resolution email and marking it 'Escalation Request'. We will review escalated complaints within an additional 15 working days.

    Data Protection Board of India

    If your complaint relates to a violation of the Digital Personal Data Protection Act, 2023 and remains unresolved after our internal process, you have the right to appeal to the Data Protection Board of India (DPBI) as established under Section 18 of the DPDP Act, 2023.

    Consumer Forums

    For unresolved billing or service quality disputes, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

    Cyber Crime Portal

    For complaints related to cybercrime, data breaches, or illegal content, you may also file a report with the Ministry of Home Affairs' Cyber Crime Portal at cybercrime.gov.in.

    DPDP Act, 2023 Compliance

    In accordance with the Digital Personal Data Protection Act, 2023, our Grievance Officer is specifically designated to handle:

    • Requests for information about personal data processing
    • Requests for correction or completion of inaccurate personal data
    • Requests for erasure of personal data
    • Complaints about denial of Data Principal rights
    • Requests for nomination of an authorised representative
    • Complaints about withdrawal of consent not being honoured
    All DPDP-related requests are treated with the highest priority and will be responded to within the statutory timeframe of 30 days, as required by the Act.

    Contact Details

    To file a grievance or for any privacy-related query, contact us at:

    Grievance Email

    grievance@spirehubs.com

    General Support

    support@spirehubs.com

    Acknowledgement

    Within 24 hours

    Full Resolution

    Within 30 days

    Contact Support Team