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Grievance Management Policy

Last Updated: 04-06-2026

PIXELPARTNERS TECHNOLOGIES PRIVATE LIMITED (“Company”, “we”, “our”, or “us”) is committed to maintaining transparency, accountability, and customer satisfaction in all aspects of our business operations. This Grievance Management Policy establishes a structured mechanism for receiving, addressing, and resolving complaints, concerns, and grievances raised by customers, vendors, business partners, and website users.

This Policy is formulated in accordance with applicable provisions of the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and other applicable laws of India.

By accessing or using our website, products, or services, you acknowledge and agree to the grievance redressal process outlined herein.

1. Company Information

Legal Entity: PIXELPARTNERS TECHNOLOGIES PRIVATE LIMITED

Registered Office:

SECOND FLOOR, OFFICE NO. H-213, BELAPUR STATION,
Belapur, Navi Mumbai, Thane,
Maharashtra – 400614, India

Email: info@pixelpartnerstechnologies.com

Phone: +91 8691066239

2. Purpose of this Policy

The purpose of this Policy is to:

  • Provide a clear mechanism for raising complaints and grievances.

  • Ensure fair, transparent, and timely resolution of complaints.

  • Improve customer, vendor, and user experience.

  • Maintain compliance with applicable legal and regulatory requirements.

  • Address concerns relating to products, services, payments, privacy, and platform operations.

3. Scope

This Policy applies to grievances related to:

3.1 Customers

  • Purchase of digital products

  • Product access or download issues

  • Software license activation issues

  • Payment-related concerns

  • Refund-related inquiries

  • Customer support experience

3.2 Vendors

  • Vendor account registration

  • Product listing approvals

  • Commission and payout disputes

  • Marketplace policy enforcement

  • Intellectual property concerns

3.3 Website Users

  • Privacy-related complaints

  • Data protection concerns

  • Website functionality issues

  • Unauthorized account activity

  • General service-related complaints

4. Grievance Submission Channels

Users may submit grievances through any of the following channels:

Email

grievance@pixelpartnerstechnologies.com

Customer Support

info@pixelpartnerstechnologies.com

Postal Communication

PIXELPARTNERS TECHNOLOGIES PRIVATE LIMITED

SECOND FLOOR, OFFICE NO. H-213, BELAPUR STATION,

Belapur, Navi Mumbai, Thane,

Maharashtra – 400614, India

Telephone

+91 8691066239

5. Information Required for Filing a Grievance

To facilitate prompt resolution, complainants should provide:

  • Full Name

  • Email Address

  • Phone Number (if applicable)

  • Account ID or Order Number (if applicable)

  • Description of the grievance

  • Relevant supporting documents or screenshots

  • Preferred resolution sought

Incomplete submissions may require additional information before processing.

6. Grievance Resolution Process

Step 1: Acknowledgment

Upon receipt of a grievance, the Company shall acknowledge the complaint within 7 business days.

Step 2: Review and Investigation

The grievance shall be reviewed by the relevant department and investigated based on available records, communications, and supporting evidence.

Step 3: Resolution

The Company will make reasonable efforts to resolve grievances within 30 days from the date of receipt.

Where additional investigation is necessary, the complainant shall be informed regarding the status and expected timeline.

Step 4: Closure

A grievance shall be considered closed when:

  • The complainant accepts the proposed resolution;

  • The requested action has been completed; or

  • The Company provides a final response after reasonable investigation.

7. Categories of Grievances

Grievances may include, but are not limited to:

Service-Related Complaints

  • Product download failures

  • Licensing issues

  • Technical support concerns

  • Service interruptions

Payment and Billing Complaints

  • Payment failures

  • Duplicate charges

  • Invoice discrepancies

  • Vendor payout disputes

Privacy and Data Protection Complaints

  • Requests related to personal data

  • Data correction requests

  • Data deletion requests

  • Consent withdrawal requests

  • Alleged unauthorized processing of personal data

Marketplace and Vendor Complaints

  • Product approval disputes

  • Intellectual property concerns

  • Listing removal disputes

  • Vendor account restrictions

8. Escalation Mechanism

If a complainant is dissatisfied with the initial resolution, the matter may be escalated to the Company’s Grievance Officer.

Grievance Officer

Name: Arun Kumar

Designation: Grievance Officer

Address:

SECOND FLOOR, OFFICE NO. H-213, BELAPUR STATION,

Belapur, Navi Mumbai, Thane,

Maharashtra – 400614, India

Email: grievance@pixelpartnerstechnologies.com

Phone: +91 8691066239

The Grievance Officer shall review the matter and provide a final response within a reasonable period.

9. Data Protection Complaints

Complaints relating to the collection, processing, storage, sharing, correction, or deletion of personal data shall be handled in accordance with the Company’s Privacy Policy and applicable provisions of the Digital Personal Data Protection Act, 2023.

Users may contact the Grievance Officer for exercising their rights regarding personal data.

10. Frivolous or Malicious Complaints

The Company reserves the right to reject complaints that:

  • Contain false or misleading information;

  • Are abusive, threatening, or defamatory in nature;

  • Are submitted repeatedly without new evidence;

  • Relate to matters outside the Company’s control or responsibility.

Such complaints shall be documented and handled in accordance with applicable law.

11. Record Keeping

The Company may maintain records of grievances, investigations, communications, and resolutions for legal, compliance, audit, and service improvement purposes.

Grievance records may be retained for a reasonable period in accordance with applicable laws and internal retention policies.

12. Policy Updates

The Company may modify or update this Grievance Management Policy from time to time.

Any revisions will be published on the Company’s website with an updated “Last Updated” date.

Continued use of our website, products, or services following such updates constitutes acceptance of the revised Policy.

13. Contact Us

For any grievance, complaint, concern, or feedback, please contact:

PIXELPARTNERS TECHNOLOGIES PRIVATE LIMITED

SECOND FLOOR, OFFICE NO. H-213, BELAPUR STATION,

Belapur, Navi Mumbai, Thane,

Maharashtra – 400614, India

Phone: +91 8691066239

Email: grievance@pixelpartnerstechnologies.com

Support Email: info@pixelpartnerstechnologies.com