1. INTRODUCTION AND LEGAL BASIS

This Grievance Redressal Policy ("Policy") is published in compliance with the Information Technology Act, 2000, the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021 (the "Intermediary Guidelines"), and the Digital Personal Data Protection Act, 2023 ("DPDP Act"), to the extent applicable. It sets out the mechanism by which users of Postflo may raise complaints, grievances, and concerns relating to the Service, their personal data, or any conduct by Strux Digital Private Limited.

2. GRIEVANCE OFFICER

Designation: Grievance Officer

Organisation: Strux Digital Private Limited

Address: Hyderabad, Telangana, India

Email: grievance@postflo.in

Acknowledgement Commitment: Within 48 hours of receipt.

Resolution Commitment: Within 30 calendar days of receipt of a complete complaint.

If you are unable to reach the Grievance Officer via the email above, you may also write to legal@postflo.in.

3. WHAT CONSTITUTES A GRIEVANCE

• Complaints relating to the processing, storage, disclosure, or security of your personal data.

• Requests to access, correct, or erase your personal data.

• Complaints about the handling of a data breach affecting your personal data.

• Concerns about violation of your rights under the IT Act, SPDI Rules, or DPDP Act.

• Complaints about the quality, delivery, or billing of the Service not resolved through standard support channels.

• Complaints about third-party content hosted on the Platform under the Intermediary Guidelines.

• Any other legitimate legal complaint relating to your rights as a user of the Service.

Note: Complaints relating to alleged violations of the non-compete or non-replication provisions of the Terms of Use by other users are not handled through this Grievance mechanism — please write to legal@postflo.in for such matters.

4. HOW TO SUBMIT A GRIEVANCE

Submit grievances in writing to grievance@postflo.in, including:

• Your full name and registered Account email address.

• A clear description of the grievance and the specific relief sought.

• Supporting documentation, screenshots, or evidence.

• The date(s) on which the issue occurred or was discovered.

• Reference to any prior support ticket or communication on the same matter.

Grievances without sufficient information may be returned for clarification before processing begins.

5. GRIEVANCE REDRESSAL TIMELINE

5.1. The Grievance Officer will acknowledge receipt within 48 hours.

5.2. The Grievance Officer will resolve the complaint or provide a substantive written update within 30 calendar days of receipt of the complete complaint. Complex matters may require an extended timeline, which will be communicated to you.

5.3. For grievances involving unlawful content or emergency data protection concerns, Postflo will act within 24 hours of receiving a valid complaint with appropriate supporting information.

5.4. For grievances relating to personal data under the DPDP Act, response timelines will comply with those prescribed under the Act and applicable regulations.

6. ESCALATION AND EXTERNAL REMEDIES

If you are not satisfied with the Grievance Officer's resolution:

• Write to Postflo's senior management at legal@postflo.in, setting out the nature of your dissatisfaction.

• Approach the Data Protection Board of India (upon its constitution under the DPDP Act).

• File a complaint with the Controller of Certifying Authorities or other relevant authority under the IT Act.

• Initiate arbitration proceedings as described in the Terms of Use (seat: Hyderabad, Telangana, India).

• Nothing in this Policy limits your rights to approach a court or tribunal of competent jurisdiction.

7. GOOD FAITH REQUIREMENT

Postflo reserves the right to decline to process complaints that are: (a) frivolous, vexatious, or filed in bad faith; (b) repetitive complaints substantially similar to those already addressed; (c) outside the scope of this Policy; or (d) submitted by persons with no bona fide interest in the matter complained of. A determination that a complaint is frivolous will be communicated in writing.

8. RECORDS AND CONFIDENTIALITY

All grievance communications will be treated as confidential and retained by Postflo for a minimum of 3 years. Records will be maintained as required by the Intermediary Guidelines and DPDP Act. Grievance records may be produced in legal proceedings or to regulatory authorities as required by law.

9. POLICY REVIEW

Postflo will review and update this Grievance Redressal Policy periodically to ensure compliance with Applicable Law. The current version is always published at postflo.in/legal.

Postflo is a product of Strux Digital Pvt. Ltd. · postflo.in · Hyderabad, Telangana, India

Grievance Redressal Policy — Postflo