Grievance Officer

1. Grievance Officer

In accordance with the Information Technology Act, 2000, Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020, the Grievance Officer for SecureBreez is:

• Name: Aman Awasthi
• Designation: Grievance Officer & Proprietor
• Email: Info@securebreez.com
• Phone: +91 70671 55525
• Address: Helioster System, 129, Hira Bagh Colony, A.B. Road, Behind Kia Showroom, Opposite Scheme No. 78 (near Jayshri Kitchen), Indore, Madhya Pradesh 452010, India
• Hours: Monday – Saturday, 10:00 – 19:00 IST (email support is answered 7 days a week)

SecureBreez is operated by Helioster System, a proprietorship of Aman Awasthi, with GSTIN 23BUAPA6584L2ZK and Shops & Establishment Reg. No. INDO260807SE001326.

2. Timelines

We acknowledge complaints within 24 hours and resolve them within 15 days.

3. What to include in a complaint

• Your name and the email address registered on your SecureBreez account (if you have one);
• Your order or invoice number, if the complaint relates to a payment or refund;
• A clear description of the issue, with dates and any relevant screenshots or links;
• What you have already tried (for example, earlier support ticket numbers);
• The outcome you are looking for;
• For data protection requests, the right you wish to exercise (access, correction, erasure, withdrawal of consent or nomination).

4. What the Grievance Officer handles

• Complaints about the service, billing, refunds or cancellations not resolved by support;
• Data protection grievances under the DPDP Act, 2023 and our Privacy Policy;
• Reports of content or conduct that breaches our Acceptable Use Policy or the IT Rules, 2021.

5. Escalation path

1. Support: email Info@securebreez.com. Most issues are resolved here.
2. Grievance Officer: if support has not resolved your issue, write to the Grievance Officer with the subject “Grievance”.
3. External remedies: if you are not satisfied with the resolution, you may, as applicable, complain to the Data Protection Board of India (data protection matters), approach the National Consumer Helpline or a consumer commission under the Consumer Protection Act, 2019, or the competent courts at Indore, Madhya Pradesh, India. Users in the EU or UK may complain to their data protection supervisory authority.