ClariCase – Grievance Redressal Policy

1.1 ClariCase is committed to a fair, accessible and time-bound process for handling grievances concerning the Platform and the Services.

1.2 This Policy is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, and the grievance provisions of the Digital Personal Data Protection Act, 2023, to the extent each is applicable to ClariCase.

1.3 Capitalised terms not defined here have the meanings assigned to them in the Terms of Service.

2.1 This Policy applies to grievances concerning account access, onboarding, Service Activation, subscriptions, billing, refunds, document handling, privacy, security, communications, support quality, accessibility, content hosted or transmitted through the Platform, and other operational or administrative matters.

2.2 It does not determine disputes concerning legal advice, professional strategy, representation or the professional conduct of an Independent Lawyer, although ClariCase may facilitate communication and provide information about the appropriate professional complaint channel.

3.1 Grievances may be submitted by email to connect@claricase.com, or through any grievance form or in-Platform channel designated by ClariCase.

3.2 The particulars of the Grievance Officer are as follows:

Grievance Officer: Mr. Atul Sharma

Designation: Director

Email: connect@claricase.com

Telephone: +91 70611 67931

Business Hours: Monday to Friday, 10:00 a.m. to 6:00 p.m. Indian Standard Time, excluding public holidays

Registered Office: BE Block, Flat No. 153 SFS, Janakpuri, West Delhi – 110058, New Delhi, India

4.1 A grievance should include, where available:

(a) the User’s name and registered contact details;

(b) the Account or Case ID and any relevant transaction reference;

(c) a clear description of the concern and the important dates;

(d) the resolution requested; and

(e) any supporting material.

4.2 Users should not send unnecessary highly sensitive documents by ordinary email. ClariCase may provide a secure upload channel where documents are required.

5.1 ClariCase will acknowledge a grievance within the applicable period set out in Clause 8 and will provide a reference or ticket number by which the grievance may be tracked.

5.2 Where a submission is incomplete or sent to the wrong channel, ClariCase will use reasonable efforts to identify the information or routing required.

6.1 ClariCase may require reasonable verification before disclosing information, changing an Account, processing a refund or acting on a privacy request.

6.2 A representative may be required to provide evidence of authority.

7.1 ClariCase may review relevant Account records, communications, payment records, consent records, support tickets, operational logs, security information and documents reasonably necessary to investigate the grievance.

7.2 The review will be conducted by personnel who are reasonably independent of the activity complained of, where practicable. Information will be shared internally only on a need-to-know basis.

8.1 Different statutory regimes prescribe different timelines. ClariCase applies the shortest applicable timeline to each category of grievance, as follows:

Category of grievance

Acknowledgement

Resolution

Source

Complaint relating to information hosted, stored or transmitted through the Platform (intermediary function)

Within 24 hours

Within 15 days

Rule 3(2)(a)(i), IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

Complaint regarding content of the categories specified in Rule 3(1)(b) other than sub-clauses (i), (iv) and (ix)

Within 24 hours

Within 72 hours

Rule 3(2)(a), IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

Consumer or commercial grievance (billing, refunds, Service delivery, plan issues)

Within 48 hours

Within one month

Rule 4(5), Consumer Protection (E-Commerce) Rules, 2020

Privacy grievance or Data Principal rights request

Within 48 hours

Within 30 days, or such shorter period as prescribed

Digital Personal Data Protection Act, 2023 and the rules made thereunder, to the extent in force

8.2 Where additional time is reasonably required because of complexity, a third-party dependency or legal process, ClariCase will communicate the reason and an updated expected date, without exceeding any mandatory statutory period.

9.1 Depending on the circumstances, ClariCase may provide clarification, correct records, restore or restrict access, implement a security measure, review billing, approve a refund or credit, replace or reschedule a Service, improve a process, refer a professional issue to the appropriate authority, or take another lawful and reasonable action.

9.2 A discretionary goodwill remedy does not constitute an admission of liability or create a precedent.

10.1 A User dissatisfied with the initial resolution may request one internal escalation within seven (7) calendar days, identifying the specific issue that remains unresolved and any new relevant information.

10.2 The escalation will be reviewed by a person not materially involved in the initial decision, where reasonably practicable.

11.1 A complaint concerning an Independent Lawyer’s advice, fees, strategy, representation or professional conduct should ordinarily be raised directly with that lawyer. The User may also approach the relevant State Bar Council or other competent professional authority under the Advocates Act, 1961.

11.2 ClariCase may facilitate communication but does not adjudicate professional misconduct or interfere with the lawyer’s independent judgment.

12.1 The grievance mechanism is not an emergency or legal representation service. A grievance does not suspend a limitation period, hearing date, filing deadline, payment obligation or other legal requirement.

12.2 A person requiring immediate police, medical, safety or urgent legal assistance should contact the appropriate authority or a qualified lawyer without delay.

13.1 Grievance information will be processed in accordance with the Privacy Policy.

13.2 It may be shared with authorised personnel, service providers, Independent Lawyers, payment processors, professional advisers or authorities only where reasonably necessary to review, investigate or resolve the matter.

14.1 ClariCase may restrict communications or decline further action on a grievance that is manifestly fraudulent, unlawful, threatening, abusive, malicious or repetitious after the matter has been fairly reviewed.

14.2 A decision to restrict processing will not prevent preservation of evidence or any action required by law.

15.1 ClariCase may update this Policy to reflect legal, operational or Service changes.

15.2 Material changes will be notified as required by Applicable Law.

Grievance Officer: Mr. Atul Sharma

Email: connect@claricase.com

Telephone: +91 70611 67931

Business Hours: Monday to Friday, 10:00 a.m. to 6:00 p.m. Indian Standard Time, excluding public holidays

Registered Office: BE Block, Flat No. 153 SFS, Janakpuri, West Delhi – 110058, New Delhi, India