Grievance Redressal Policy

Grievance Redressal Policy for the CaseDocker platform at https://www.casedocker.com

Version 1.0 — effective 27 July 2026

Coingeit Technologies Private Limited, which owns and operates the CaseDocker platform, publishes this policy under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and section 13 of the Digital Personal Data Protection Act, 2023. It explains how to raise a complaint with us and what happens next.

1. Grievance Officer

We have appointed a Grievance Officer to receive and resolve complaints from users of the Services.

CaseDocker HelpDesk , Grievance Officer
Coingeit Technologies Private Limited (trading as CaseDocker)
1403, ATS Greens 2, Sector 50, Noida, Uttar Pradesh, India
Email: [email protected]

The Grievance Officer is an employee of Coingeit Technologies Private Limited and is resident in India.

2. What you can complain about

• the Services, including availability, billing, subscription and refund matters;

• content available through the Services that you consider unlawful, infringing, defamatory or otherwise in breach of our Terms of Service ;

• the handling of your personal data, or the exercise of your rights under the Privacy Policy ;

• infringement of your copyright — see also the Copyright Notice ;

• non-compliance by us with the Information Technology Act, 2000, the rules made under it, or any other applicable law.

3. How to make a complaint

Email the Grievance Officer at [email protected] , or write to the postal address in section 1. To help us resolve the matter quickly, please include:

• your name, and the email address registered on your account;

• a clear description of the complaint, with dates;

• where the complaint concerns specific content, enough detail to identify it, such as a link, document name or screenshot;

• any supporting documents; and

• the outcome you are seeking.

You may be asked to verify your identity before we act on a complaint, particularly where it concerns personal data or account access.

4. Timelines

4.1. Acknowledgement — within 24 hours. We will acknowledge your complaint within 24 hours of receipt and give you a reference number.

4.2. Resolution — within 15 days. We will dispose of your complaint within 15 days of receipt and tell you the outcome and the reasons for it.

4.3. Removal requests — within 72 hours. Where a complaint asks for the removal of content in the nature of an exposure of a private area, nudity, a sexual act, or impersonation including artificially morphed images, we will act to remove or disable access to it within 24 hours, in accordance with Rule 3(2)(b) of the 2021 Rules. Where we receive a valid order from a court or an authorised government agency, we will act within 72 hours.

4.4. Personal data requests — within 30 days. Requests to access, correct, complete, update or erase personal data, or to withdraw consent, are answered within 30 days of us verifying your identity.

5. How we handle your complaint

5.1. The Grievance Officer records the complaint, assigns it a reference number, and acknowledges receipt.

5.2. We investigate, which may involve asking you for further information. Time we spend waiting for information we have reasonably requested from you does not count towards the timelines in section 4.

5.3. We tell you the outcome in writing, with reasons. If we decline a request, we explain why.

5.4. We keep a record of complaints and their outcomes, and review them periodically to identify recurring problems.

6. If you are not satisfied

If you are not satisfied with the outcome, you may:

• ask the Grievance Officer to review the decision, setting out why you disagree;

• for personal data matters, complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023;

• for consumer matters, approach the National Consumer Helpline or the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019;

• for matters under the Information Technology Act, 2000, approach the Grievance Appellate Committee constituted under Rule 3A of the 2021 Rules, within 30 days of our decision.

Nothing in this policy limits any other remedy available to you at law. Contractual disputes are also subject to clause 27 of the Terms of Service .

7. Complaints about a customer's content

Where a complaint concerns material held inside a customer's account — for example a document uploaded by a law firm using CaseDocker — that customer is the Data Fiduciary for the personal data in it and controls the content. We will refer your complaint to them and support them in responding, and we will act ourselves where we are required to do so by law or by a binding order of a competent authority. See section 1.3 of the Privacy Policy .

8. Changes to this policy

We may update this policy, and will publish the current version on this page with an updated version number and effective date. If the appointed Grievance Officer changes, this page is updated with the new officer's details.