Grievance, Complaints and Appeals Policy

Contact routes

Start with the relevant product support channel or support@kraviaprivatelimited.com for service and account matters. Billing concerns use billing@kraviaprivatelimited.com, privacy requests use privacy@kraviaprivatelimited.com, and vulnerabilities use security@kraviaprivatelimited.com. Formal or unresolved grievances can be sent to legal@kraviaprivatelimited.com, addressed to the Grievance Officer function.

Postal correspondence may be sent to KRAVIA PRIVATE LIMITED, 4-340, Salipeta, Opp HDFC Bank, Malikipuram, Konaseema, Andhra Pradesh – 533253, India. The designated individual's name and other required business contact details must be displayed wherever applicable law requires them; a functional title is not a substitute for a mandatory named-officer disclosure.

Information to include

Describe the affected product, the issue, relevant account or transaction references, what has already been tried and the outcome sought. Include only necessary evidence and use a secure method for sensitive material. You do not need to hire counsel, purchase a paid plan or give up a statutory right to complain.

Where a complaint concerns someone else's protected information, we verify relevant authority before disclosing or changing it. This does not prevent submission of a general concern.

Acknowledgement and review

Our general target is to acknowledge a complaint within 48 hours and provide a substantive response within 30 days. A shorter or differently calculated mandatory deadline overrides that target. Certain regulated, urgent or content-specific matters require a distinct process and are escalated accordingly.

We identify the appropriate responsible function, review relevant evidence proportionately and request clarification only when useful. A response explains the outcome or material progress and, where applicable, the remedy or next step. An acknowledgement or automated ticket number alone is not resolution.

Service and billing remedies

When KRAVIA is responsible for a material failure, the response should identify an appropriate remedy according to the contract, impact and law. Restoration, correction, re-performance, a billing adjustment, a credit or a refund may be appropriate. A mandatory monetary remedy is not replaced with an unusable credit without lawful agreement.

A third-party dependency is explained accurately. It does not justify blaming a provider for a failure in the parts KRAVIA controls or refusing reasonable assistance with reconciliation.

Account and content appeals

Where an account or content restriction can be reviewed safely and lawfully, affected users may request reconsideration. Identify the decision and provide relevant new information or explain why the action was mistaken. A reviewer should assess the evidence and original rationale rather than treating an appeal as further misconduct.

We may limit disclosure of sensitive detection methods, other people's information, legal restrictions or active-investigation details. An appeal does not automatically restore access where a serious risk remains, but restrictions should remain proportionate and subject to appropriate review.

AI-assisted outcomes

Materially consequential AI-assisted outcomes require an appropriate route to question the result, correct relevant inaccurate information and obtain human review where applicable. The responsible organization may need to participate when it controls the decision. We do not represent that an automated response alone is meaningful independent human review.

Fair treatment and safety

We do not retaliate against a person for a legitimate complaint, privacy choice or statutory claim. Staff and users must be treated without threats, harassment or abuse. Proportionate controls on abusive communications must not erase a valid underlying complaint or block the only accessible route to a legal right.

External escalation and records

You may use applicable regulatory, consumer, judicial or other external channels. Contractual arbitration applies only to eligible disputes under a valid agreement and cannot remove mandatory rights. Where a specific privacy appeal requires information about a regulator or attorney general, the response provides the applicable route.

We retain proportionate complaint and outcome records under the relevant schedule and legal requirements. Information is used for handling, accountability and appropriate improvement, not unrelated marketing or routine inspection of private content.