This Grievance Redressal Policy is an electronic record in terms of the Information Technology Act, 2000, the rules framed thereunder, and applicable amendments from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.
MJ Digital Services Private Limited, a company incorporated under the provisions of the Companies Act, 2013, having its Registered Office at D-19, FF, Abul Fazal Enclave Part-1, South Delhi, New Delhi – 110025 and Corporate Office at 7th Floor, AWFIS, Tower D, Bhutani Techno Park, Plot No. 5, Sector 127, Noida, Uttar Pradesh – 201313 (hereinafter referred to as “MJ Digital”, “Company”, “We”, “Our” or “Us”), is committed to maintaining the highest standards of customer service, transparency, accountability, and fair business practices.
This Grievance Redressal Policy outlines the mechanism through which customers, users, merchants, partners, vendors, and other stakeholders may raise concerns, complaints, disputes, or grievances relating to the services offered by MJ Digital.
1. Objective
The objective of this Policy is to establish a transparent, efficient, and time-bound mechanism for addressing and resolving grievances received from customers and stakeholders.
MJ Digital is committed to:
- Providing fair and prompt resolution of complaints.
- Maintaining transparency in grievance handling.
- Ensuring customer satisfaction.
- Complying with applicable legal and regulatory requirements.
- Continuously improving service quality based on customer feedback.
2. Applicability
This Policy applies to grievances relating to:
Technology Services
- Software Development Services
- Mobile Application Development
- Website Development
- SaaS Platforms
- Cloud Services
API Services
- Recharge APIs
- AEPS APIs
- BBPS APIs
- DMT APIs
- PAN APIs
- KYC APIs
- WhatsApp APIs
- SMS APIs
- RCS APIs
Communication Services
- Bulk SMS Services
- Transactional SMS Services
- WhatsApp Business API Services
- Voice Solutions
- RCS Messaging Services
Business Services
- Billing Disputes
- Payment Issues
- Refund Requests
- Account Management Issues
- Service Delivery Complaints
- Contractual Concerns
Privacy & Security
- Data Privacy Concerns
- Information Security Issues
- Unauthorized Access Complaints
- Data Correction Requests
3. Types of Grievances Covered
Users may raise grievances regarding:
- Service interruptions
- Billing discrepancies
- Delayed project delivery
- API integration issues
- Platform access issues
- Customer support concerns
- Refund-related disputes
- Technical support complaints
- Privacy-related concerns
- Security incidents
- Unauthorized account activity
- Service quality issues
- Any other legitimate concern related to MJ Digital services
4. Grievance Redressal Mechanism
MJ Digital follows a three-level grievance escalation process.
Level 1 – Customer Support Desk
Customers are encouraged to first contact our Customer Support Team.
Contact Details
Email: support@mjdigitalservices.com
Operating Hours: Monday to Friday 10:00 AM – 6:00 PM IST
Response Timeline
- Acknowledgement: Within 24 to 48 Working Hours
- Resolution: Within 7 Working Days
Most service-related issues are expected to be resolved at this stage.
Level 2 – Grievance Officer
If the customer is not satisfied with the response received from Customer Support, the matter may be escalated to the Grievance Officer.
Grievance Officer
Designation: Grievance Officer
Email: grievance@mjdigitalservices.com
Response Timeline
- Acknowledgement: Within 3 Working Days
- Resolution: Within 15 Working Days
The Grievance Officer shall independently review the complaint, relevant records, and actions taken by the support team before issuing a final response.
Level 3 – Management Escalation
If the grievance remains unresolved after Level 2 review, the matter may be escalated to the Company’s Management Escalation Committee.
Escalation Email
escalation@mjdigitalservices.com
Resolution Timeline
- Review Initiation: Within 7 Working Days
- Final Resolution: Within 30 Working Days
The decision of the Management Escalation Committee shall be final and binding, subject to applicable laws.
5. Information Required for Filing a Grievance
To facilitate timely resolution, complainants are requested to provide:
- Full Name
- Company Name (if applicable)
- Registered Email Address
- Mobile Number
- Customer ID / Merchant ID (if applicable)
- Invoice Number (if applicable)
- Transaction Reference Number (if applicable)
- Detailed Description of Complaint
- Supporting Documents or Screenshots
Incomplete complaints may require additional information before processing.
6. Complaint Tracking
Upon receipt of a grievance:
- A complaint reference number may be assigned.
- The complaint shall be recorded in the Company’s grievance management system.
- Status updates may be provided during the investigation process.
- Records shall be maintained for audit and compliance purposes.
7. Exclusions
The following matters may not qualify as grievances under this Policy:
- Anonymous complaints lacking sufficient information.
- Complaints relating to third-party services not controlled by MJ Digital.
- Matters already resolved and closed.
- Frivolous or malicious complaints.
- Complaints involving unlawful activities by the complainant.
- Issues arising from incorrect information provided by the customer.
8. Data Privacy
All grievance-related information submitted by customers shall be handled in accordance with the Company’s Privacy Policy.
Information shall only be used for:
- Complaint investigation
- Resolution management
- Legal compliance
- Quality improvement initiatives
9. Limitation of Liability
Submission of a grievance does not automatically entitle the complainant to compensation, refund, or damages.
Any liability of MJ Digital shall remain subject to the applicable Terms & Conditions, Service Agreements, and governing laws.
10. Modification of Policy
MJ Digital reserves the right to amend, update, modify, or replace this Grievance Redressal Policy at any time without prior notice.
The latest version shall be available on the Company’s Website.
Continued use of services after such modifications shall constitute acceptance of the revised policy.
11. Contact Details
Registered Office
D-19, FF, Abul Fazal Enclave Part-1
South Delhi
New Delhi – 110025
Corporate Office
7th Floor, AWFIS, Tower D
Bhutani Techno Park
Plot No. 5, Sector 127
Noida, Uttar Pradesh – 201313
Customer Support: support@mjdigitalservices.com
Grievance Officer: grievance@mjdigitalservices.com
Business Enquiries: business@mjdigitalservices.com
Operating Hours: Monday to Friday | 10:00 AM – 6:00 PM IST
12. Governing Law and Jurisdiction
This Grievance Redressal Policy shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts situated in Noida, Uttar Pradesh, India.
By accessing or using the services of MJ Digital Services Private Limited, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.