GRIEVANCE REDRESSAL POLICY

Effective Date: 30^th October 2025

Last Updated: 30^th October 2025

Touchcloud Technologies Private Limited ("Touchcloud", "we", "our", or "us") is committed to addressing and resolving any grievances or concerns that users of the Service (InnerTalkz) may have in a timely and transparent manner.

This Grievance Redressal Policy outlines the mechanisms available to users for reporting and resolving complaints, disputes, or concerns regarding the use of our Service and associated services.

1. Scope of the Policy: This policy applies to all users of InnerTalkz and covers grievances related to technical issues such as service disruptions or malfunctioning features; unauthorized access or suspicious activity on user accounts; violations of the Terms of Service, including misuse of the platform or its content; privacy and data protection concerns, including improper handling of personal information; and intellectual property complaints involving unauthorized use of copyrighted or trademarked material. It also covers any other user concerns arising from the use of the Service to ensure a fair and responsive resolution process.

2. Grievance Redressal Officer: Touchcloud has designated a Grievance Redressal Officer to handle and resolve user complaints in a fair and timely manner. Users may reach out to the officer with complete details of their grievance, including relevant supporting documents where applicable.

Grievance Redressal Officer Contact Details:

Name: Madhavan D

Designation: Grievance Redressal Officer

Email: support@touchcloudtech.com

All communications should include the complainant's contact information, a clear description of the issue, and any related evidence or references.

3. How to Lodge a Grievance: To file a grievance, users are requested to email or write to the Grievance Redressal Officer with complete details of their complaint. The submission should include the complainant's full name and contact information, a clear description of the issue, any relevant screenshots, URLs, or supporting documents, and the date and time of the incident, if applicable. Providing comprehensive information will help ensure a prompt and effective resolution.

4. Response and Resolution Timeframe:

4.1. Acknowledgement: Complaints will be acknowledged within 3 business days of receipt.

4.2. Resolution: We aim to resolve all grievances within 15 business days.

4.3. Extension: If more time is needed for complex cases, the complainant will be informed with an updated timeline.

5. Confidentiality and Non-Retaliation:

5.1. Confidentiality: Touchcloud is committed to maintaining the highest standards of integrity and fairness in handling user grievances. All complaints submitted under this policy will be treated with strict confidentiality. The identity and personal information of the complainant will only be disclosed when absolutely necessary for the investigation or resolution of the issue, and only to those directly involved in the process.

5.2. Non Retaliation: Touchcloud also assures that no user will be subjected to retaliation, discrimination, or any form of adverse treatment for lodging a complaint or raising a concern in good faith. We believe in fostering a safe and transparent environment where users can freely voice their concerns without fear of repercussions. Any act of retaliation against a complainant will be treated as a serious violation of this policy and may result in appropriate action.

6. Record-Keeping: All grievances and their outcomes will be documented and stored securely for a minimum period of three (3) years or as required by applicable law.

7. Legal Recourse and Governing Law: If a satisfactory resolution is not achieved through the grievance redressal process, users have the right to pursue legal remedies as permitted under applicable laws. This policy shall be governed by and interpreted in accordance with the laws of India, and the courts located in Chennai shall have exclusive jurisdiction over any disputes arising from or related to this policy or the use of the Service.

8. Policy Updates: Touchcloud reserves the right to update or modify this Grievance Redressal Policy at any time. Any changes will be published on the Service and will take effect from the date of publication. Users are encouraged to review the policy periodically to stay informed of any updates.

9. Prohibited Conduct: The grievance process is intended to ensure fair resolution of genuine concerns. Misuse of this process such as submitting false, malicious, or frivolous complaints will not be tolerated. Such actions may lead to suspension or termination of the user's account and may also attract legal consequences where applicable.

10. Communication: This Grievance Redressal Policy will be made readily accessible to all users. It will be published on the InnerTalkz app, the official website, and included in relevant internal and external documentation to ensure transparency and ease of reference.