Grievance Redressal

1. Introduction

ASHOK BANKA KUSHWAHA ("Company", "we", "us") is committed to addressing user grievances promptly and effectively. This page sets out our Grievance Redressal Mechanism in compliance with:

• Information Technology Act, 2000 (Section 79) and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — requiring appointment of a Grievance Officer
• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 — requiring a Grievance/Nodal Officer for e-commerce entities
• Digital Personal Data Protection Act, 2023 and DPDP Rules, 2025 — requiring a mechanism to address data-principal complaints

2. Designated Grievance Officer

We have appointed a Grievance Officer to handle complaints and concerns related to our Service, privacy practices, and user rights.

3. How to File a Grievance

Step 1 — Contact Us Informally First

Before filing a formal grievance, we encourage you to reach out to our general support team:

• Email: support@ayraverse.com
• Phone: +91 6355449195

Many issues are resolved at this stage within 48 hours.

Step 2 — File a Formal Grievance

If your concern is not resolved through general support, contact our Grievance Officer at support@ayraverse.com with the following information:

• Your full name
• Your registered email address (used to sign in with Google)
• A clear description of your grievance
• Relevant evidence (screenshots, transaction IDs, dates)
• The remedy or resolution you are seeking

Subject line format: Formal Grievance — [Brief Description] — [Your Email]

4. Response Timelines

If we require additional information or additional time to investigate, we will inform you before the 30-day period lapses and provide a revised timeline.

5. Types of Grievances We Handle

Our Grievance Officer handles complaints including but not limited to:

• Account and subscription disputes — billing errors, access issues, cancellation concerns
• Privacy and data rights — requests to access, correct, or erase your personal data; concerns about data processing
• Content concerns — AI responses you found harmful, inappropriate, or offensive
• Safety concerns — reports of potential misuse of the platform
• Service quality — concerns about the AI's behaviour or service reliability
• Any other concern relating to your use of the Ayra Service

6. Escalation — External Authorities

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate your complaint to the following authorities:

6.1 Consumer Disputes

You may approach the appropriate Consumer Disputes Redressal Commission (District/State/National, depending on the value involved) under the Consumer Protection Act, 2019.

• National Consumer Helpline: 1800-11-4000 or 1915 (toll-free)
• Online portal: consumerhelpline.gov.in

6.2 Data Protection (DPDP Act)

Once the Data Protection Board of India is established and operational under the DPDP Act, 2023, you may lodge a complaint with it if you are not satisfied with our response to a data-rights grievance.

6.3 IT Act / Cyber Crimes

For matters involving cyber offences, you may contact:

• Cyber Crime Cell of your local police
• National Cyber Crime Reporting Portal: cybercrime.gov.in

6.4 GDPR / International Users

EEA/UK users who are not satisfied with our response may contact their local data-protection supervisory authority (e.g., the ICO in the UK, or the relevant EU supervisory authority).

7. Nodal Officer (E-Commerce Rules, 2020)

In accordance with Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, our Nodal Officer for the purposes of coordinating with law enforcement agencies and regulatory authorities is:

8. Record of Grievances

We maintain a register of all grievances received, their current status, and resolution details, as required by the IT Rules, 2021. This register is available for inspection by competent authorities upon request.

9. Contact Summary