Grievance Redressal Policy

All formal legal notices, data privacy grievances, consent withdrawal requests, or complaints regarding the CarmaOne portal must be routed directly to our resident Grievance Officer:

Corporate Name

Stride Fintree Private Limited (CarmaOne)

Communication Address

Block 3A, Ground Floor, DLF Corporate Park, DLF Phase III, Gurugram 122002, India

Dedicated Email Contact

care@carmaone.ai

To ensure rapid administrative review, a Data Principal or User must submit their complaint in writing via email to the email contact provided above, including the following mandatory structural data points:

1. 1Comprehensive identification of the Complainant (Full Name, Mobile Number used on the portal).
2. 2Details of the Target Company whose credit insight logs or data views are contested (Company Name, MCA CIN, or CIBIL date).
3. 3Clear, itemized description of the core grievance (e.g., unauthorized OTP routing, data parsing error, outdated financial metric display, consent erasure request).
4. 4Documentary evidence supporting the claim (such as error screenshots, MCA records showing correct updated status, or corporate board revocation resolutions).

CarmaOne operates under a strict, compliance-enforced resolution clock:

• Initial Acknowledgment: Upon receipt of the email grievance, a formal acknowledgment is transmitted to the complainant within 5-7 days.
• Preliminary Review & Clarification: The Grievance Officer reviews backend access logs, IP signatures, and OTP validation history. If further information is required, a request is sent within 3 business days.
• Final Resolution Matrix: Any standard platform accessibility dispute or data display error will be resolved within 30 (thirty) days. For complex data privacy disputes, consent reviews, or erasure compliance under the DPDP Act, 2023, the final resolution and closure report will be delivered within a maximum window of 90 (ninety) days from the initial ticket date.

Data Principals are explicitly advised that under the statutory framework of the DPDP Act, 2023, you are required to exhaust the internal Grievance Redressal mechanism provided by CarmaOne before approaching regulatory bodies. If you remain unsatisfied with the final resolution report issued by our Grievance Officer, or if your grievance is not resolved within the maximum 90-day window, you possess the statutory right to escalate your complaint and file a formal appeal before the Data Protection Board of India (DPBI) in the manner prescribed under Section 13 of the Act.