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Grievance Redressal & Customer Support Policy

Version 1.0 | Last updated: June 28, 2026

Chapter 1: Purpose

1.1. This Grievance Redressal & Customer Support Policy (the "Support Policy") defines the standards, channels, review timelines, and escalation procedures governing user support and complaints at SAKSHYAHASH.in (the "Platform").

1.2. This policy supplements the SAKSHYAHASH.in Terms of Service & Verification Policy.

Chapter 2: Support Services

2.1. The Platform provides technical customer support to assist Users with the operation of SAKSHYAHASH.in services, including:

  • 2.1.1. Account Support: Help with registration, password resets, and credentials.
  • 2.1.2. Billing Support: Clarifications on pricing plans, transaction failures, invoices, and payment confirmations.
  • 2.1.3. Documentation Support: Troubleshooting browser-based PDF generation, credit usage, and template downloading.
  • 2.1.4. Verification Support: Assistance with QR code scanning, Verify page search bar queries, and file-drop hashing troubleshooting.

Chapter 3: Support Channels

3.1. Users may submit support inquiries or grievance reports through the following official channels:

  • 3.1.1. Email Support: Support@sakshyahash.in.
  • 3.1.2. Contact Form: The designated support request forms hosted on the SAKSHYAHASH.in website.
  • 3.1.3. Future Portals: Automated ticket tracking portals or live chat systems, if introduced by the Platform.

Chapter 4: Grievance Submission Requirements

4.1. When submitting a formal grievance or complaint, the User must provide sufficient detail to allow our support agents to analyze the issue, including:

  • 4.1.1. Full User Name and registered email/mobile details.
  • 4.1.2. The relevant transaction reference or payment transaction ID.
  • 4.1.3. The Session ID, Report ID, or Verification Reference associated with the issue.
  • 4.1.4. A clear, technical description of the error or discrepancy.

Chapter 5: Complaint Review Process

5.1. Upon receipt of a valid grievance submission, the Platform support team will log the ticket in our system. The team will review the request in accordance with our internal review schedules. SAKSHYAHASH.in does not guarantee specific response times or promise specific outcomes. Support agents may request additional details, files, or payment confirmations from the User to complete the assessment.

Chapter 6: Limitations of Technical Assistance

6.1. Technical assistance provided by Platform support is strictly limited to troubleshooting the operational functions of SAKSHYAHASH.in.

6.2. Customer support does not provide:

  • 6.2.1. Legal advice or legal advocacy.
  • 6.2.2. Forensic investigation or expert testimony for legal proceedings.
  • 6.2.3. Tax, auditing, or corporate regulatory consulting.

Chapter 7: Escalation

7.1. SAKSHYAHASH.in reserves the right to escalate complex technical or payment-related complaints to senior engineering or administrative officers for detailed review. Escalated tickets may require extended review periods before a final resolution summary is issued.

Chapter 8: Verification-Related Enquiries

8.1. Support inquiries regarding verification mismatches, registry search failures, or tampered file verdicts will be processed in accordance with the Verification Standards & Technical Review Policy.

Chapter 9: Billing and Refund Enquiries

9.1. Support requests regarding failed checkouts, double billing, or refund eligibility will be processed in accordance with the Payment Terms and the Refund & Cancellation Policy.

Chapter 10: Communication Standards

10.1. SAKSHYAHASH.in is committed to maintaining a professional, respectful, and safe working environment for our support staff. The Platform reserves the right to decline or suspend communications with any User who uses abusive, threatening, harassing, repetitive, or frivolous language, while remaining compliant with applicable statutory grievance laws.

Chapter 11: Record Keeping

11.1. Support communications, emails, tickets, and associated logs are archived and retained for quality assurance, dispute resolution, security monitoring, and regulatory compliance in accordance with the Privacy Policy.

Chapter 12: Policy Updates

12.1. SAKSHYAHASH.in reserves the right to revise this Support Policy at any time. Changes will be posted on this page with an updated effective date.

Chapter 13: Contact Information

13.1. To initiate a support ticket or file a formal grievance, please contact:

SAKSHYAHASH.in Help Desk

Email: Support@sakshyahash.in

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