Draft for legal review — not yet in force. This text was prepared as a starting point aligned with the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000. Bracketed placeholders must be completed and the whole document reviewed by a qualified Indian lawyer before SmartPOS accepts paying merchants.
Grievance redressal
Version 2026-10-draft · Effective [EFFECTIVE DATE] · [LEGAL ENTITY NAME]
In accordance with the Information Technology Act, 2000 and rules made under it, and the Digital Personal Data Protection Act, 2023, you can contact our Grievance Officer about the service or the processing of your personal data.
Grievance Officer
- Name: [GRIEVANCE OFFICER NAME]
- Email: [GRIEVANCE OFFICER EMAIL]
- Phone: [GRIEVANCE OFFICER PHONE] (Monday–Saturday, 10:00–18:00 IST)
- Address: [LEGAL ENTITY NAME], [REGISTERED OFFICE ADDRESS]
How to raise a grievance
- Write from the email address on your SmartPOS account, or include your store name and registered mobile/email so we can verify you.
- Describe the issue, the store/bill numbers involved and what you would like us to do.
- If you are a customer of a store using SmartPOS and your request is about your Khata or purchase records, please contact that store first; we will help the store respond.
Our response timelines
- Acknowledgement within 24 hours.
- Resolution within 15 days of receipt (or sooner where the law prescribes a shorter period). [CONFIRM WITH COUNSEL]
Escalation
If you are not satisfied with our resolution of a personal-data grievance, you may approach the Data Protection Board of India once its procedures apply.