Grievance Redressal Policy

1. Introduction and purpose

This Grievance Redressal Policy (“Policy”) sets out the mechanism by which any user (the “User”, “you”, or “your”) of the website www.veridalaw.com (the “Website”) may raise a grievance with Verida Law (the “Firm”, “we”, “us”, or “our”), a sole proprietorship, having its office at R6 LG 004, Lower Ground Floor, M3M CornerWalk, Sector 74, Gurugram – 122101, Haryana, India.

This Policy is published in compliance with Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”), Section 8(10) of the Digital Personal Data Protection Act, 2023 (“DPDP Act”), and other applicable laws.

This Policy supplements, and should be read together with, the Privacy Policy, the Cookie Policy, the Disclaimer, and the Terms and Conditions published on the Website.

2. Scope

This Policy applies to grievances raised by Users in respect of:

1. the collection, use, storage, sharing, transfer, or any other Processing of Personal Data by the Firm through the Website;
2. any alleged non-compliance by the Firm with the Privacy Policy, the Cookie Policy, or applicable data protection law;
3. any request to exercise the rights of a Data Principal under the DPDP Act, including the right to access, correction, erasure, withdrawal of consent, or nomination, as set out in Section 12 of the Privacy Policy;
4. any content published on the Website that the User believes to be inaccurate, defamatory, infringing, or otherwise objectionable; and
5. any other matter relating to the operation of the Website.

This Policy does not apply to grievances arising out of an attorney-client relationship between the Firm and a client. Such grievances are governed by the terms of the relevant engagement letter and by the rules of professional conduct applicable to advocates in India.

3. Grievance Officer

The Firm has designated the following individual as its Grievance Officer for the purposes of this Policy:

The Grievance Officer is responsible for receiving, reviewing, and resolving grievances raised under this Policy.

4. How to file a grievance

A User may file a grievance by sending a written communication to the Grievance Officer at the email address or postal address set out in Section 3 above. The grievance should include the following information, to the extent available:

1. the name and contact details of the User;
2. a clear statement of the grievance, including the facts on which it is based;
3. the date and time on which the matter giving rise to the grievance occurred (where applicable);
4. the URL or page reference on the Website to which the grievance relates (where applicable);
5. supporting documents or material, if any; and
6. the relief or action sought from the Firm.

The User shall provide accurate and complete information when filing a grievance. Frivolous, vexatious, or anonymous grievances may not be entertained.

5. Acknowledgement and resolution

1. Acknowledgement. The Grievance Officer shall acknowledge receipt of a grievance within forty-eight (48) hours from the date of receipt.
2. Resolution. The Grievance Officer shall endeavour to resolve the grievance within thirty (30) days from the date of receipt, in accordance with applicable law. Where the nature of the grievance requires additional time for verification, investigation, or third-party coordination, the Grievance Officer shall inform the User of the reasons for the delay and provide a revised estimated timeline for resolution.
3. Communication. All communications with the User in connection with a grievance shall be made in writing (by email or postal mail) at the contact details provided by the User.

6. Outcome of resolution

Following review of a grievance, the Grievance Officer may take one or more of the following actions, as appropriate:

1. provide a written response explaining the Firm’s position;
2. take corrective action in respect of any non-compliance identified, including correction, erasure, or other adjustment of Personal Data;
3. remove, modify, or take down any content on the Website that is found to be inaccurate, infringing, or otherwise objectionable;
4. provide such information or material as the User is entitled to under applicable law; or
5. decline the grievance, with reasons recorded in writing, where the grievance is found to be without merit.

7. Escalation

If the User is not satisfied with the resolution provided by the Grievance Officer, the User may:

1. in respect of grievances relating to Personal Data, approach the Data Protection Board of India in accordance with Section 13(3) and Chapter V of the DPDP Act, as and when the Board becomes operational and the relevant procedures are notified; and
2. in respect of any other grievance, pursue such legal remedies as may be available to the User under applicable law.

The Firm’s compliance with the procedures set out in this Policy does not, in any manner, restrict or affect the User’s rights under applicable law.

8. Confidentiality

Information provided by the User in connection with a grievance shall be treated as confidential and used solely for the purposes of investigating and resolving the grievance. Personal Data submitted in the course of a grievance shall be processed in accordance with the Privacy Policy.

9. Records

The Firm shall maintain a record of grievances received and the actions taken in response, for such period as may be required under applicable law, and in any event for a period of not less than three (3) years from the date of resolution.

10. Updates to this Policy

The Firm may update this Policy from time to time to reflect changes in its grievance redressal procedures or in applicable law. The updated Policy will be posted on the Website with a revised “Last Updated” date.