Grievance Redressal Policy

1. Introduction

Ptolemy Technology Private Limited ("Ptolemy", "Company", "we", "us" or "our"), operating the Fliint platform, is committed to addressing user grievances promptly, fairly, and transparently. This Grievance Redressal Policy ("Policy") sets out the mechanism by which users may raise concerns and the process we follow to resolve them.

This Policy is established in accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and applicable RBI guidelines on grievance redressal.

2. Scope

This Policy applies to all grievances raised by users of the Fliint Platform relating to:

• The Services provided through the Platform, including credit improvement, loan settlement, and harassment protection.
• Processing of personal data or alleged violations of our Privacy Policy.
• Conduct of our employees, agents, or representatives.
• Billing, fees, or payment disputes.
• Any other matter relating to your use of the Platform.

3. Grievance Officer

In accordance with applicable law, we have designated a Grievance Officer to receive and address user grievances. The Grievance Officer's contact details are as follows:

Name: Faraz Saiyad Designation: Grievance Officer Email: help@fliint.in Phone: +91 73040 06301 Address: B-1902, Arihant Aura, Next to Turbhe Station, Navi Mumbai – 400706

The Grievance Officer is available Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays).

4. How to Raise a Grievance

You may raise a grievance through any of the following channels:

• Email: Send a detailed description of your grievance to help@fliint.in with the subject line "Grievance – [Your Name]".
• Phone: Call +91 73040 06301 during business hours.
• In-App: Use the Help or Contact Us section within the Fliint application.
• Post: Write to us at B-1902, Arihant Aura, Next to Turbhe Station, Navi Mumbai – 400706.

5. Information to Include

To help us resolve your grievance efficiently, please include the following information:

• Your full name and registered mobile number or email address.
• A clear description of the grievance, including the date(s) on which the issue occurred.
• Any relevant transaction IDs, reference numbers, or supporting documents.
• The resolution you are seeking.

6. Acknowledgement and Resolution Timeline

We will acknowledge receipt of your grievance within 48 hours of receiving it.

We aim to resolve grievances within 30 days of receipt. Where a grievance requires investigation or involves third parties, we will keep you informed of the status and provide an estimated resolution timeline.

For grievances relating to personal data processing, we will respond in accordance with the timelines prescribed under the DPDP Act and applicable rules.

7. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the matter to the appropriate regulatory authority, including:

The Data Protection Board of India (for personal data grievances under the DPDP Act), once constituted and operational.

The Reserve Bank of India Ombudsman (for grievances relating to regulated financial services, where applicable).

Consumer forums or courts of competent jurisdiction.

8. Confidentiality

All grievances and related communications will be treated with strict confidentiality. Information shared in connection with a grievance will be used solely for the purpose of investigating and resolving the grievance and will not be disclosed to third parties except as required by law or as necessary to resolve the matter.

9. No Retaliation

We are committed to ensuring that users who raise grievances in good faith are not subject to any adverse treatment. Raising a grievance will not affect your access to the Platform or Services.

10. Updates to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in law or our internal processes. The updated Policy will be posted on the Platform with a revised effective date.