Grievance Policy

1Purpose and Scope

Margifi maintains this Grievance Policy to comply with:

• DPDP Act 2023, Chapter V — Grievance Redressal rights of Data Principals
• IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, Rule 3(2)(d) — Grievance Officer appointment obligation

This policy covers two categories of persons:

1. Registered Users — individuals with a Margifi dashboard account (founders, team members, agency staff). Users can raise grievances about how Margifi handles their own account data.
2. Data Principals — end-customers of a Margifi Client whose personal data (specifically, hashed phone identifiers in the COD Intelligence network) Margifi processes as a Data Processor on behalf of the Client. Data Principals can raise grievances about the contact_network data handling described in our DPA and COD Intelligence pages.

Out of scope: Commercial disputes, billing questions, subscription cancellations, and feature requests are not handled through this grievance mechanism. For those, contact admin@margifi.com or refer to our Terms of Service for the dispute-resolution clause.

2Grievance Officer

Margifi has appointed a Grievance Officer in accordance with the DPDP Act 2023 and IT Rules 2021. All grievances regarding personal data processing should be addressed to this officer.

You may contact the Grievance Officer by email at any time. Responses are sent only during working hours.

3What You Can Raise

The following grievance categories are in scope:

• (a) DPDP Act 2023 data rights
  You believe Margifi has not fulfilled your right to access, correction, erasure, or nomination under Chapter V of the DPDP Act 2023.
• (b) Alleged data misuse or unauthorised disclosure
  You have reason to believe your personal data was accessed, shared, or used in a manner not permitted by Margifi's Privacy Policy, DPA, or applicable law.
• (c) Delayed or refused data rights request
  Margifi did not respond to a data rights request within the statutory 30-day window, or refused your request without adequate reason.
• (d) COD Intelligence / contact_network concerns
  You have concerns about how Margifi has handled your hashed phone identifier in the cross-brand COD reliability network (COD Intelligence). See our COD Intelligence page and DPA for a full explanation of how this data is stored and used.
• (e) Any other data-processing concern
  Any matter relating to Margifi's processing of your personal data that you believe violates applicable Indian data protection law.

4How to File a Grievance

1. 1
   Send an email to the Grievance Officer

   Email admin@margifi.com with the subject line: Grievance — [brief description of your concern].
   
   Include: your full name · your registered email address (if a platform User) · a clear description of the grievance with relevant dates · the data right you are invoking, if applicable (access / correction / erasure / nomination) · any supporting evidence or correspondence.

2. 2
   Receive acknowledgement

   Margifi will acknowledge receipt of your grievance within 2 working days.

3. 3
   Investigation and response

   Margifi will investigate your grievance and provide a substantive written response within 30 calendar days of the acknowledgement date.

4. 4
   Resolution action

   Where resolution requires correcting, erasing, or providing access to your data, Margifi will complete the action within the same 30-day window and confirm completion in writing.

Tip: The more specific your grievance email, the faster the investigation. Vague or incomplete submissions may require a follow-up query; the 30-day clock resumes from the date of your complete response.

5Resolution Timelines

These timelines are aligned with DPDP Act 2023 §13(1).

Margifi will not extend the 30-day window except where:

• A court order or regulatory direction requires Margifi to withhold action; or
• A verified force-majeure event (documented in writing) prevents action within the window.

In either case, Margifi will notify you in writing of the extension, the reason, and the revised expected completion date — within the original 30-day period.

6Escalation

If you are not satisfied with Margifi's response — or if 30 days have passed without a resolution — you may escalate as follows:

7Scope of Margifi's Resolution Authority

Margifi can correct, erase, or provide access to any personal data it directly stores and controls within its own processing environment.

Where your grievance relates to data that originates from a Connected Platform — for example, order data from Shopify, ad-account data from Meta, payment data from Razorpay, or delivery records from a courier partner — Margifi will:

• Confirm whether Margifi holds a copy of the relevant data and whether it remains in Margifi's systems; and
• Where the source data belongs exclusively to the Connected Platform, inform you of this and provide guidance on the relevant platform's own data rights or deletion process.

Margifi cannot correct, erase, or block access to data that it has never held and that resides solely in a third-party platform's infrastructure. Our obligation is limited to the data within our own processing environment.

8Policy Review and Changes

This policy is reviewed at least once every 12 months.

If Margifi makes material changes — including appointing a new Grievance Officer or amending resolution timelines — registered Users will be notified by email at least 14 days before the change takes effect. The "Last updated" date at the top of this page will also be updated.

Continued use of the Margifi platform after the effective date of a revised policy constitutes your acceptance of the revised terms.

?Contact for Other Matters

This grievance mechanism is for data-rights complaints only. For all other enquiries: