Grievance Redressal Policy

1. Purpose & Objective

1.1. BlackPapers (a brand operated by Tributaries Unicorn LLP) is committed to maintaining the highest standards of service quality and customer satisfaction.

1.2. This Grievance Redressal Policy ("Policy") establishes a transparent, structured, and time-bound mechanism for addressing complaints, disputes, and concerns raised by users ("Complainants") of our Platform and services.

1.3. This Policy is published in compliance with:

• The Information Technology Act, 2000 (Section 79 read with IT Intermediary Guidelines).
• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
• The Consumer Protection Act, 2019.
• The Consumer Protection (E-Commerce) Rules, 2020.
• The Digital Personal Data Protection Act, 2023.

2. Scope of Grievances

This Policy covers complaints relating to:

• 2.1. Service Quality: Dissatisfaction with the quality, accuracy, or completeness of professional services delivered.
• 2.2. Service Delays: Unreasonable delays in the execution or delivery of services beyond committed timelines (excluding delays caused by government portals or client-side document shortfalls).
• 2.3. Payment & Billing: Disputes related to incorrect charges, double billing, failed refunds, or unauthorised transactions.
• 2.4. Data Privacy: Concerns regarding the collection, use, storage, or disclosure of personal data, including requests to exercise rights under the DPDP Act, 2023.
• 2.5. Platform Issues: Technical bugs, account access problems, or security vulnerabilities on the Platform.
• 2.6. Professional Misconduct: Allegations of misconduct, negligence, or unethical behaviour by any professional associated with BlackPapers.
• 2.7. Content Complaints: Objections to content published on the Platform (blog articles, guides) that is perceived as inaccurate, misleading, or infringing on rights.

3. Grievance Redressal Framework

Our grievance mechanism operates on a three-tier escalation model:

4. How to File a Complaint

4.1. To ensure efficient processing, all complaints should include the following information:

• Full Name: As registered on the Platform.
• Registered Email / Phone Number: For identity verification.
• Order / Transaction ID: If the complaint relates to a specific service.
• Service Name: The specific service you purchased.
• Date of Purchase: When the order was placed.
• Detailed Description: A clear and factual description of the complaint, including dates, names of persons interacted with, and the specific resolution you are seeking.
• Supporting Documents: Screenshots, email threads, payment receipts, or any evidence supporting your complaint.

4.2. Complaints may be submitted via:

• Email: connect@blackpapers.in (Subject: "Grievance — [Your Order ID]")
• WhatsApp: +91 82998 24396
• Postal Mail: BlackPapers (A Unit of Tributaries Unicorn LLP), Delhi, India

5. Complaint Processing Workflow

Upon receipt of a complaint, the following process is followed:

6. Types of Remedies

Depending on the nature and validity of the complaint, the following remedies may be offered:

• 6.1. Full or Partial Refund: As per the eligibility criteria defined in our Refund Policy.
• 6.2. Service Re-Execution: If the service was not completed to the agreed standard, we will re-execute it at no additional cost.
• 6.3. Service Credits: Credits of equivalent or higher value applicable to future services.
• 6.4. Corrective Action: Internal action against the professional or team member responsible, including retraining, reassignment, or termination of association.
• 6.5. Formal Apology: A written apology acknowledging the service failure and the steps taken to prevent recurrence.
• 6.6. Explanation / Clarification: If the investigation finds that the complaint is based on a misunderstanding or unrealistic expectations, a detailed explanation will be provided.

7. Data Privacy Complaints

7.1. If your complaint relates to the processing of your personal data, please refer to our Privacy Policy (Clause 10) for your rights as a Data Principal under the DPDP Act, 2023.

7.2. Data privacy complaints must be addressed to the Grievance Officer (Tier 2) with the subject line "Data Principal Rights Request — [Your Name]."

7.3. We will respond to all data privacy complaints within 30 days as mandated by the DPDP Act.

7.4. If you are dissatisfied with our response, you may file a complaint with the Data Protection Board of India (once constituted).

8. Content Takedown Requests

8.1. If you believe any content on the Platform infringes your intellectual property rights, violates your privacy, or is defamatory, you may submit a takedown request to the Grievance Officer.

8.2. The request must include: (a) Identification of the content in question (URL); (b) Basis of the complaint (copyright, trademark, privacy, defamation); (c) Evidence of your rights or authority to make the claim; (d) A statement of good faith.

8.3. We will review and act on valid takedown requests within 36 hours for content involving privacy violations and within 15 days for other content complaints, as per the IT Intermediary Guidelines, 2021.

9. Frivolous & Malicious Complaints

9.1. BlackPapers reserves the right to reject complaints that are found to be frivolous, vexatious, or made in bad faith.

9.2. Repeated filing of the same complaint without new information, or complaints intended to harass or intimidate our team, may result in: (a) Rejection of the complaint; (b) Suspension of the complainant's account; (c) Legal action, including claims for damages and defamation.

10. Record Keeping & Reporting

10.1. All complaints, investigations, and resolutions are documented and maintained for a period of 3 (three) years from the date of closure.

10.2. The Grievance Officer shall publish a monthly compliance report summarising: (a) Number of complaints received; (b) Number of complaints resolved; (c) Average resolution time; (d) Pending complaints and reasons for pendency.

10.3. This report is available to regulatory authorities upon request.

11. Amendments

BlackPapers reserves the right to amend this Policy at any time. Changes will be effective upon posting on this page with an updated revision date. We encourage you to review this Policy periodically.

12. Governing Law

This Grievance Redressal Policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in New Delhi, India.