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Grievance Redressal Policy

Last updated: 01 May 2026

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Company Details

Legal Name
Credmint Innovation Private Limited
CIN
U62011MP2025PTC078731
GST No.
23AANCC0644G1ZX
Directors
Kumar Shanu
Keshav Kumar
Jurisdiction
Indore, Madhya Pradesh, India
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Grievance Officer

Name
Kumar Shanu
Designation
Founder & Grievance Officer
Mon–Fri · 10 AM – 6 PM IST
IT Rules 2021 · Consumer Protection Act 2019
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Data Protection Officer

Name
Kumar Shanu
DPDP Act 2023 · Data Principal Rights

Grievance Redressal Policy


In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023 ("DPDP Act"), Credmint Innovation Private Limited (CIN: U62011MP2025PTC078731, GSTIN: 23AANCC0644G1ZX, operating as OVVEE) has established the following Grievance Redressal and Data Protection Officer mechanism.


Company Details


Legal Name: Credmint Innovation Private Limited

CIN: U62011MP2025PTC078731

GSTIN: 23AANCC0644G1ZX

Directors: Kumar Shanu, Keshav Kumar

Registered Office: Indore, Madhya Pradesh, India

Jurisdiction: Courts of Indore, Madhya Pradesh


Grievance Officer


As mandated under Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019:


Name: Kumar Shanu

Designation: Founder & Grievance Officer, Credmint Innovation Private Limited

Email: [email protected]

Phone: +91 83403 25876

Address: Credmint Innovation Private Limited, Indore, Madhya Pradesh – 452001, India

Working Hours: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)


Data Protection Officer (DPO)


As mandated under the Digital Personal Data Protection Act, 2023 (DPDP Act), OVVEE has appointed a Data Protection Officer:


Name: Kumar Shanu

Designation: Data Protection Officer, Credmint Innovation Private Limited

Email: [email protected]

Phone: +91 83403 25876

Address: Credmint Innovation Private Limited, Indore, Madhya Pradesh – 452001, India

Working Hours: Monday to Friday, 10:00 AM – 6:00 PM IST


The DPO is responsible for:

  • Overseeing compliance with the DPDP Act, 2023 and related rules
  • Handling data principal requests (access, correction, erasure, nomination)
  • Investigating data breaches and coordinating with the Data Protection Board of India
  • Acting as a point of contact for the Data Protection Board of India

    • Who Can File a Grievance?


    Any of the following may file a grievance with OVVEE:

  • Registered merchants using the OVVEE platform
  • End-customers who have transacted on an OVVEE-powered merchant store (across any business type — Ecommerce, Restaurant, Services, or Informational)
  • Data principals exercising rights under the DPDP Act, 2023 (access, correction, erasure, nomination)
  • Third parties reporting content violations or intellectual property infringement

    • Types of Grievances Covered


  • Account suspension, termination, or access issues
  • Billing disputes or incorrect charges
  • Content moderation decisions (store takedowns, product removals)
  • Data privacy complaints and DPDP Act rights requests
  • Data breach notifications and related concerns
  • Intellectual property infringement reports
  • Harassment, abuse, or policy violation reports on the platform
  • Complaints about merchant conduct (for end-customers)

    • How to File a Grievance


  • Email [email protected] with the subject line: "Grievance — [Brief Description]"
  • For DPDP Act rights requests (access, correction, erasure), email [email protected] with subject: "DPDP Rights Request — [Type]"
  • Include in your email:

    • - Your registered email address or order/booking reference number

    - A clear description of the issue and the outcome you are seeking

    - Any relevant supporting evidence (screenshots, transaction records, etc.)

  • Acknowledgement of receipt will be sent within 24 hours of receiving the grievance.
  • OVVEE will investigate and provide a resolution within 15 calendar days of acknowledgement.
  • Data principal rights requests under the DPDP Act will be processed within 30 days.

    • Escalation


    If your grievance is not resolved to your satisfaction within 15 days, you may escalate the matter to:

  • Data Protection Board of India for DPDP Act-related matters (once operational)
  • Ministry of Electronics and Information Technology (MeitY) for IT Act-related matters
  • Consumer Forums under the Consumer Protection Act 2019
  • Relevant sector regulator (e.g., FSSAI for food safety complaints, RBI for payment-related disputes)

    • DPDP Act 2023 — Data Principal Rights


    As a Data Principal under the DPDP Act, 2023, you have the right to:

  • Access: Obtain a summary of personal data processed by OVVEE and the processing activities
  • Correction & Erasure: Request correction of inaccurate or incomplete data, or erasure of data no longer required for the purpose it was collected
  • Grievance Redressal: File a complaint with the Grievance Officer if you believe your rights have been violated
  • Nomination: Nominate another individual to exercise your rights in the event of your death or incapacity

    • All DPDP Act rights requests should be addressed to [email protected].


    Review of Policy


    This policy is reviewed annually or as required by changes in applicable law, including updates to the DPDP Act rules and regulations.


    Contact


    Grievance: [email protected] · +91 83403 25876

    Data Protection Officer: [email protected] · +91 83403 25876

    Credmint Innovation Private Limited, Indore, Madhya Pradesh – 452001, India

    Questions about this policy? Email [email protected]

    Credmint Innovation Private Limited · CIN: U62011MP2025PTC078731 · GSTIN: 23AANCC0644G1ZX