These details are published in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
Before launch. Fields marked [To be inserted] must be completed with the company's registered particulars, and this document should be reviewed by Indian counsel before Kavach is offered for sale.
1. Grievance Officer
| Field | Detail |
|---|---|
| Name | [To be inserted] |
| Designation | Grievance Officer & Data Protection Officer |
| Company | Kavach Devices Private Limited |
| grievance@kavachdevices.com | |
| Telephone | [To be inserted] |
| Address | [Registered office address to be inserted], Pune, Maharashtra, India |
| Working hours | Monday to Friday, 10:00 to 18:00 IST, excluding public holidays |
2. Nodal Contact Person
| Field | Detail |
|---|---|
| Name | [To be inserted] |
| Designation | Nodal Contact Person, resident in India |
| nodal@kavachdevices.com |
3. How we handle your complaint
- Acknowledgement within 48 hours. You receive a ticket reference by email.
- Investigation. We look into the issue and may contact you for more information.
- Resolution within 30 days of receipt, as required under the E-Commerce Rules. Most issues are resolved much sooner.
- Outcome. We write to you with what we found and what we are doing about it.
If your complaint concerns unlawful content or a matter under the IT Rules, 2021, we will act within the shorter timelines those Rules prescribe.
4. What to include
- Your name and the email address or mobile number on your account
- Your order number, if the complaint relates to an order
- A clear description of the issue and when it happened
- What outcome you are looking for
- Any screenshots or documents that help
5. If you are still not satisfied
- Consumer complaints: the National Consumer Helpline on 1915, the INGRAM portal at consumerhelpline.gov.in, or the appropriate District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
- Personal data complaints: the Data Protection Board of India, once you have first raised the matter with us as the DPDP Act requires.
- Cyber incidents: the National Cyber Crime Reporting Portal at cybercrime.gov.in.
6. This is not an emergency channel
If you are in immediate danger, call 112. This page is for complaints about our products and service. It is not monitored around the clock and must never be used to report an emergency.