We recognize that users may encounter different types of issues. To ensure proper handling, we categorize grievances that may arise as follows:

• Service Quality or Performance Issues: Complaints about the quality of services provided, such as dissatisfaction with a legal consultation, delays in document drafting, unmet timelines, or outcomes of mediation/ODR services.
• Payment, Billing, or Refund Issues: Grievances related to billing errors, payment disputes, refund requests for services (e.g., in cases of non-delivery or deficient service).
• Professional Conduct Complaints: Issues concerning the behavior or conduct of lawyers, advisors, mediators, or other professionals engaged through Nolegalpaisa.com (e.g. unprofessional communication, misconduct, or breach of agreed duties).
• Platform or Technical Issues: Difficulties in using the website or app, account access problems, data privacy concerns, or other technical glitches impacting the user experience.
• Content or Information Grievances: Complaints about any content on our platform that may be illegal, offensive, or infringing - for example, objectionable material, incorrect legal information, or violation of intellectual property rights.
• Other Miscellaneous Grievances: Any other issues not covered above that affect the user's experience or rights, including compliance issues, privacy concerns, or terms of service violations.

These categories help us route the complaint to the appropriate team. However, whatever the category, every grievance filed will be taken seriously and addressed per this Policy.

We strive to make it easy for users to report their grievances. If you have a complaint or concern, you may lodge your grievance through any of the following channels:

• Email: The primary method to file a grievance is by emailing our Grievance Officer at grievance@nolegalpaisa.com. Please use a clear subject line (e.g., “Grievance – [Issue Description]”) for quick identification.
• Online Form: (If available) You may fill out the Grievance Submission Form available on our website under the “Contact Us/Support” section. This form will capture necessary details and route your complaint to the Grievance Officer.
• Postal Mail: You can send a written complaint via mail to the postal address of the Grievance Officer provided above. Please write “Attn: Grievance Officer” on the envelope for proper routing. (Note: Complaints by mail may have longer acknowledgment times due to transit delays.)
• Customer Support Helpline: For immediate concerns or to report an issue, you may call our support number [Helpline Number]. Our support team can record your grievance and forward it to the Grievance Officer. However, we recommend written email/form submissions for detailed issues or if you wish to have a written record.

When filing a grievance, please include the following information in your complaint to help us address it promptly:

• Your Name and Contact Information: (Email address, phone number, and/or postal address associated with your Nolegalpaisa account or booking).
• Account Details (if applicable): Your username or registered email on Nolegalpaisa.com, and any reference ID like order number, case ID, or transaction ID related to the grievance.
• Detailed Description of the Issue: Explain the nature of your grievance, including relevant dates, persons involved (e.g., name of the lawyer/consultant or service team member), and any specific events. Be as specific as possible about what went wrong or how it has affected you.
• Relevant Documentation or Evidence: Attach or include any supporting documents that could help us understand and resolve the issue. This may include receipts, invoices, email communications, screenshots of the problem, legal documents, etc.
• Prior Attempts at Resolution: If you have already communicated with our customer support or the concerned person about this issue, mention the reference number of that communication (e.g., support ticket ID or email thread) and the outcome or response received.
• Desired Resolution (optional): You may indicate what action or outcome you expect as a resolution. (While we cannot guarantee the exact result, understanding your expectation can help us address the concern appropriately.)

By providing complete information, you enable us to address your grievance more effectively. Incomplete details may delay our investigation, so kindly ensure all pertinent facts are included.

We are committed to resolving grievances in a prompt and transparent manner. Our grievance redressal process involves the following steps:

1. Acknowledgment of Grievance:
   We will acknowledge receipt of your grievance within 24 to 48 hours of receiving it. A confirmation will be sent to you via email (or your preferred contact method) including your unique Grievance Reference Number. This acknowledgment will also briefly summarize your complaint as understood by us and may request any additional information if required. (As per regulatory standards, all complaints are acknowledged within 48 hours at latest.)
2. Initial Review and Assignment:
   The Grievance Officer (or a delegate from the grievance team) will conduct an initial review of the complaint. Based on the category and complexity of the issue, it will be assigned to the relevant department or personnel for investigation. For example, a billing issue may be assigned to the finance team, whereas a service quality complaint about a lawyer might be directed to the legal partnership team for input.
3. Investigation:
   The assigned team, under the oversight of the Grievance Officer, will investigate the facts and circumstances. This may involve:

   • Checking internal records, logs, or agreements related to your case.
   • Contacting the professional or employee involved for their explanation or clarification.
   • Reviewing any evidence provided by you or available in our system.
   • In some cases, the Grievance Officer may reach out to you for additional details or clarifications during the investigation. Please cooperate by providing the information requested, as it will expedite resolution
4. Resolution Decision:
   After the investigation, a resolution will be determined. Possible outcomes might include:

   • Providing the pending service or correcting an error (for example, delivering a delayed document, or fixing a technical glitch).
   • Issuing a refund or compensation if you are entitled to it due to a service deficiency (per our refund/cancellation policies).
   • An apology and corrective steps on our side (for instance, disciplinary action against an errant employee or ending engagement with a particular service provider if misconduct is proven).
   • Rejecting the grievance with a justified explanation, if the complaint is found to be baseless or falls outside the scope of our services/responsibility.
   • Any other remedy appropriate to the situation (such as offering an alternative resolution, free additional service, or guidance on further steps if the issue cannot be resolved by us).
5. Communication of Resolution:
   We will communicate the proposed resolution to you via email (or written letter, if that is how the complaint was received). This communication will be made as soon as the outcome is decided, and will include:

   • Summary of your grievance.
   • Steps taken to investigate.
   • The conclusion or findings.
   • The resolution we are offering or action taken.
   • If applicable, any preventive measures we’ve implemented to avoid such issues in the future.

   We will aim to explain the reasoning clearly, especially if we are unable to fulfill your requested resolution.

6. Expected Timeline for Resolution:
   We strive to resolve all grievances as quickly as possible, typically within 15 business days from the date of receipt of the grievance. Many simple issues (like minor billing errors or basic queries) may be resolved much sooner. However, complex issues that require coordination with external parties (e.g., consulting a lawyer or a third-party payment gateway) or legal assessment may take longer. In any event, we will address and attempt to resolve every grievance within a maximum of 30 calendar days (one month) of receipt, as per consumer protection guidelines.

   • If we anticipate that a resolution will take longer than initially estimated (for example, if a dispute involves external stakeholders or technical challenges), we will inform you of the extended timeline and the reason for the delay. You will receive interim updates at least every 10 days on the status of your complaint so that you are not left in the dark.
   • Complaints about certain critical issues (such as security breaches or any content that is unlawful) will be acted upon with greater urgency. For instance, if your grievance involves reporting objectionable or illegal content on our platform, we will review and remove or disable access to such content within 72 hours of your complaint if it is found to violate law. Such swift action is in line with the IT Rules to prevent harm while we conduct a fuller investigation.
   • Our aim is to not just resolve your specific complaint, but also to identify and fix any underlying problems in our processes or services to prevent future grievances.
7. Closure:
   A grievance will be considered closed when:

   • You, the user, indicate that you are satisfied with the resolution provided; or
   • We have communicated the resolution/outcome to you and you have not responded within a reasonable time (say, 10 days) of our closure notice, or
   • Despite our best efforts and escalation (outlined below), we are unable to resolve the issue to your satisfaction, and have provided you with options for external recourse. In such case, the grievance may be closed from our end with a note that the user was dissatisfied, and the user may seek further remedy outside (e.g., legal or administrative forums).

Throughout this process, our team will treat you with respect and fairness. We understand that having a grievance can be frustrating, and we are here to assist in a professional manner. All communications will be in a clear and polite tone, and we expect the same courtesy from users (see User Responsibilities in Section 7). Our goal is a fair resolution – whether that means rectifying a mistake on our part or clarifying a misunderstanding.

While most issues should get resolved through the above process, Nolegalpaisa.com provides an escalation mechanism if you are not satisfied with the handling or outcome of your complaint. We have multiple levels of review to ensure your grievance gets adequate attention:

• Level 1: Customer Support (Initial Helpdesk) - If you have a concern, you can first reach out to our standard customer support at support@nolegalpaisa.com (or via the support chat/helpline). Our support team is trained to resolve many common issues and may resolve your concern without the need for a formal grievance. However, if their solution is not satisfactory or they are unable to help, you should escalate to Level 2.
• Level 2: Grievance Officer (Formal Complaint) - Filing a grievance as described in Section 4 will bring the issue to the attention of the Grievance Officer directly. The Grievance Officer is empowered to take a deeper look and coordinate a resolution. Most grievances will be resolved at this level. The Grievance Officer will respond within the timelines noted (acknowledgment in 24-48 hours, resolution ideally within 15 days and no later than 30 days). If you do not receive a response within the expected timeframe or are unhappy with the resolution provided at Level 2, you can escalate further.
• Level 3: Management Escalation - In the unlikely event that your grievance is still not resolved to your satisfaction by the Grievance Officer, or the issue is exceptionally serious, you may request in writing that the matter be reviewed by a higher authority in our company (such as a senior executive or an internal Grievance Committee). You can do this by replying to the Grievance Officer’s resolution email and stating that you seek further escalation, or by writing a separate email to attention@nolegalpaisa.com (which is monitored by company management). Please reference your original Grievance Number in any such request. The senior management will review the case, which may include re-investigating the matter or discussing it with the concerned teams again, and will provide a final standpoint or resolution if possible.
• External Avenues - If after exhausting the above internal steps you still feel that your grievance has not been resolved fairly, you have the right to seek external remedies. Nolegalpaisa.com’s internal process does not restrict or replace your right to pursue legal action or other dispute resolution mechanisms. You may:

  • Lodge a complaint on the Government’s consumer grievance portal INGRAM (Integrated Grievance Redressal Mechanism) or with the National Consumer Helpline, especially if your issue pertains to deficiency in services or unfair trade practices. (Our platform is an e-commerce service provider, and consumers have a right to use this channel for redressal.)
  • File a complaint before the appropriate Consumer Commission (consumer court) under the Consumer Protection Act, 2019, if applicable.
  • Seek mediation or arbitration if mutually agreed (for example, if both you and Nolegalpaisa.com agree to attempt a mediation/arbitration outside of court, that could be arranged separately as per a dispute resolution clause in our Terms of Service).
  • Approach other legal forums or regulatory authorities as may be appropriate (for instance, if the grievance involves personal data misuse, you could approach the Data Protection Authority once such authority is established under Indian law, etc.). We hope such steps won’t be necessary and we will do our best to resolve matters internally, but it’s important you know your rights to escalate beyond us.

Note: We kindly request that before resorting to external avenues, you give us the opportunity to address your complaint internally. We are committed to resolving issues in good faith. Also, if you directly post your grievance on public forums or social media before giving us a chance to resolve it, it may delay or complicate the resolution. We encourage open dialogue and will not retaliate against users for raising complaints; our aim is to learn and improve from user feedback.

Finally, please be aware that misuse of the escalation mechanism (such as repeatedly raising frivolous complaints or using abusive language) is against our policy. We reserve the right to take appropriate measures to prevent abuse of this process, which could include not responding to baseless or duplicate complaints, or in extreme cases, suspension of services to users who act in bad faith. However, we will never ignore a bona fide complaint, and every genuine grievance will be handled with the earnestness it deserves.

This Grievance Redressal Policy is drafted and implemented in compliance with the laws of India, and particularly adheres to the requirements laid down under relevant regulations for online platforms. Key legal frameworks influencing this Policy include:

• Information Technology Act, 2000 and IT Rules 2021: As an “intermediary” digital platform facilitating legal services, we comply with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. In accordance with these rules, we have appointed a Grievance Officer and established this mechanism for redressal of user grievances. We ensure that complaints are acknowledged within 24 hours and resolved within 15 days as far as possible, except certain urgent content-related complaints which are addressed in 72 hours. We also abide by any future amendments, such as the institution of a Grievance Appellate Committee, which provides users an appellate forum for unresolved grievances. (Notably, users always have the right to approach courts or legal authorities even while our process is ongoing.)
• Consumer Protection Act, 2019 and E-Commerce Rules, 2020: Nolegalpaisa.com, being a platform offering services for profit, is classified as an e-commerce service provider. We adhere to the Consumer Protection (E-Commerce) Rules, 2020 which mandate a grievance redressal mechanism for consumers. In line with these rules, we respond to consumer complaints within 48 hours and strive to resolve them within one month. The details of our Grievance Officer are displayed clearly to users on our website, fulfilling the transparency requirements. We also avoid unfair trade practices and ensure consumer rights are protected in all dealings.
• Other Applicable Laws: We also take into account provisions from other laws and regulations, such as the Bar Council of India rules (when dealing with lawyer conduct if applicable), data protection laws (ensuring user data in grievances is protected), and financial regulations (in context of litigation funding services, any RBI guidelines etc., to the extent applicable). For instance, if our litigation funding service triggers any RBI or SEBI guidelines, our grievance mechanism incorporates those standards as well (LegalPay, for example, aligns its grievance redressal with RBI’s guidelines for financial services).

Kaahmuchee Solutions Private Limited (CIN: U69100MH2024PTC433604) will periodically review this Policy to ensure it remains up-to-date with legal requirements and best industry practices. We may amend this Policy from time to time, and any significant changes will be posted on Nolegalpaisa.com with an updated effective date. Users are encouraged to review this page periodically to stay informed of how we are protecting their interests

If you have any questions about this Policy or need clarification on any aspect of it, you may contact the Grievance Officer for assistance.

Nolegalpaisa.com is committed to providing a reliable and trustworthy platform for legal services. A crucial part of that commitment is ensuring that any grievances are handled promptly and fairly. This Grievance Redressal Policy is a testament to our dedication to user satisfaction and legal compliance. We value feedback and view grievances as opportunities to improve our services. Thank you for trusting Nolegalpaisa.com, and be assured that your concerns will always be addressed with the utmost seriousness and professionalism.