Grievance Redressal Policy

This policy covers grievances about this website, contact forms, privacy requests, personal data processing, CMS content, admin access, security concerns, refunds, cancellations, service issues, and public content published by Illume.

Client product users should first use the support or grievance channel provided by the relevant client when the client controls the product, data, or user relationship. We may assist the client as a processor or service provider where applicable.

Grievance and Data Protection Contact: Illume AI Innovations Private Limited. Email: contact@illumeai.in. Location: Kolkata, West Bengal, India.

Use the subject Privacy Grievance for personal data matters, Security Concern for security matters, Refund Request for refund matters, and Website Grievance for website or content matters.

Please include your name, email address, phone number if you want a call back, affected page or service, invoice or project reference if applicable, a clear description of the issue, relevant screenshots or records, and the outcome you are requesting.

For privacy rights requests, mention whether you are asking for access, correction, completion, update, erasure, withdrawal of consent, nomination support, or another privacy related action.

We will acknowledge the grievance, verify the information reasonably needed to process it, route it to the appropriate internal owner, investigate the available facts, and respond with an outcome, next step, or request for more information.

Urgent security, privacy, fraud, or safety matters are prioritised for containment and risk assessment. We may decline, limit, or close requests that are false, repetitive, abusive, impersonating another person, or unsupported after reasonable clarification requests.

We respond within timelines required by applicable law. Where a specific law or agreement does not prescribe a shorter period, we aim to acknowledge grievances within 3 business days and provide an initial response within 15 business days.

Complex matters, third-party dependencies, identity verification, technical investigation, or legal review may take longer. If that happens, we will share a reasonable status update where possible.

If you are not satisfied with our response, reply to the same email thread with the reason for escalation and any additional information. We will review the escalation with a senior owner where appropriate.

For DPDP related grievances, data principals should first use this grievance process. After that, they may approach the competent board, authority, court, or forum available under applicable law.

We may retain grievance records, correspondence, evidence, and resolution notes for legal, audit, security, quality, and dispute handling purposes.

For all grievances, email contact@illumeai.in.