Sakhi aims to make it easy for Users to raise concerns about the Platform, the Sakhi Wearable Device, subscriptions, payments, privacy, account access or safety-related features. This Grievance Redressal Policy explains how You can contact Sakhi, what information may help us investigate a concern, and the timelines within which Sakhi will acknowledge and seek to address it.
This Policy should be read together with Sakhi's Terms of Use, Privacy Policy, Safety Policy and any other policy or notice made available through the Platform.
This Policy provides a grievance-handling process. It does not change the scope of Sakhi's services, create a guarantee that any Platform feature will operate in every situation, or limit any rights available to You under applicable law.
1.1. A grievance may be raised by:
1.2. This Policy is intended to enable genuine concerns to be raised and reviewed. Raising a grievance does not by itself establish that Sakhi has breached any obligation, that a Platform feature has failed, or that Sakhi is responsible for an incident or outcome. Each grievance will be considered on its own facts and in accordance with the applicable policies and law.
2.1. You may raise a grievance regarding the following:
3.1. To help Sakhi understand, review and address your grievance efficiently, you are requested to provide the following information, where relevant and available:
3.2. Sakhi will not refuse to consider a grievance merely because some information or supporting material is unavailable. However, where additional information is reasonably required to verify, investigate or address the matter, Sakhi may contact You for clarification or supporting details. The time required to resolve the grievance may be affected if the requested information is not available, cannot be verified, or is not provided within a reasonable period.
4.1. You may raise a grievance through any of the following channels:
4.2. The email address displayed within the Sakhi App, namely support@helpsakhi.com, is Sakhi's single unified channel for support and grievance intake.
4.3. Every communication received at support@helpsakhi.com will be treated as a formal grievance for the purposes of the IT Rules 2021, Consumer Protection Act 2019 and DPDPA, 2023, whether or not you specifically use the word "grievance" in your communication.
5.1. Sakhi will acknowledge receipt of your grievance within twenty-four (24) hours of receiving it. Where you submit the grievance by email, the acknowledgement will ordinarily be sent by return email to the email address from which the grievance was received or to the registered email address associated with your Sakhi account, where available.
5.2. The acknowledgement is intended to confirm that Sakhi has received your grievance and that it has been recorded for review. An acknowledgement does not mean that Sakhi has accepted the grievance, agreed with the concerns raised, admitted any fault or liability, or confirmed that a particular outcome or remedy will be provided.
5.3. Where you raise a grievance through the Website, by post or through any other channel made available by Sakhi, Sakhi may acknowledge receipt and communicate with you through the email address, mobile number, postal address or other contact details provided by you.
5.4. The relevant email thread, ticket record or other communication record maintained by Sakhi will serve as the record of your grievance and Sakhi's communications, requests for information, updates and response in relation to it.
5.5. If the contact details provided by you are incorrect, incomplete, inaccessible or cannot reasonably be used to communicate with you, Sakhi may be unable to send an acknowledgement, request further information or provide an update. Sakhi will not be responsible for any delay or inability to communicate arising from inaccurate, unavailable or inaccessible contact details provided by you.
6.1. Sakhi will review grievances in a fair and timely manner and will seek to address them within the timelines set out below, depending on the nature, urgency and complexity of the matter:
6.2. Sakhi will endeavour to resolve each grievance as promptly as reasonably possible and within the timeline prescribed hereinabove. The outer limit prescribed by the Consumer Protection Act 2019 and IT Rules 2021 is thirty (30) days, and thus Sakhi shall seek to provide a final response or meaningful update within thirty (30) days from the date of receipt of the grievance.
6.3. The timelines above are intended to guide Sakhi's grievance-handling process. The time required to investigate and address a grievance may vary depending on factors such as the information available, the need to verify identity or account ownership, the technical nature of the issue, the involvement of a third-party service provider, payment gateway, logistics provider, hardware vendor, communication provider, app store, Protector, Nearby Sakhi User, emergency service or other third party, and any applicable legal or regulatory requirement.
6.4. If Sakhi is unable to resolve a grievance within the applicable target timeline, Sakhi will, where reasonably practicable, inform You of the reason for the delay, any additional information or action required, and the expected next steps or time required for further review.
6.5. A response, update or resolution under this Policy does not constitute an admission of fault, liability or responsibility by Sakhi. Any remedy, including repair, replacement, refund, account action, technical correction or other outcome, will depend on the facts of the matter and remain subject to the Terms of Use, Privacy Policy, Refund and Cancellation Policy, Warranty Policy, other applicable Sakhi policies and applicable law.
7.1. Sakhi encourages genuine complaints, feedback and concerns and will seek to review them in accordance with this Policy.
7.2. Sakhi may take reasonable and appropriate steps where the grievance process is knowingly used to submit false, abusive, threatening, harassing, unlawful, defamatory, repetitive or frivolous communications, or where it is used in a manner intended to disrupt Sakhi's operations, misuse Platform resources or harass Sakhi personnel.
7.3. Where a communication is repetitive, Sakhi may refer the person to its earlier response and may decline to provide further substantive responses if the matter has already been reasonably reviewed and addressed, unless new and material information is provided or further review is required under applicable law.
8.1. Sakhi may maintain records of grievances, related communications, supporting documents, internal reviews, investigations, actions taken and resolutions for purposes including grievance management, quality assurance, service improvement, security, fraud prevention, misuse detection, dispute management, legal compliance and the establishment, exercise or defence of legal claims.
8.2. Sakhi will handle grievance-related information in accordance with its Privacy Policy and applicable law/s. Access to such information will be limited to personnel, representatives and service providers who require it to review, investigate, respond to or resolve the grievance, or to support Sakhi's legal, security, technical or operational obligations.
8.3. Where reasonably necessary, Sakhi may share relevant grievance-related information with third-party service providers involved in reviewing or resolving the matter. Sakhi may also disclose such information to government authorities, regulators, law-enforcement agencies, courts or other competent authorities where required by law, legal process or a valid governmental request, or where disclosure is reasonably necessary to protect the rights, safety, security or property of Sakhi, its Users or other persons.
8.4. Sakhi will share only such information as is reasonably necessary for the relevant purpose and will take reasonable steps to ensure that persons receiving such information are subject to appropriate confidentiality, privacy or contractual obligations.
8.5. Sakhi may retain grievance-related records for as long as reasonably necessary to address the grievance, comply with legal or regulatory obligations, resolve disputes, enforce its agreements, prevent fraud or misuse, or protect its rights and interests. Thereafter, such records may be deleted, anonymised or retained where permitted or required by the applicable law/s, and in accordance with the said law.
9.1. For concerns relating to the Platform, you may contact:
10.1. Sakhi may update this Grievance Redressal Policy from time to time to reflect changes in its services, grievance-handling processes, technology, applicable law or regulatory requirements.
10.2. The latest version will be made available through the Platform or Sakhi's website. We encourage You to review this Policy periodically and thoroughly to remain informed about Sakhi's grievance handling process.