Grievance & Contact Policy

Last updated: 11 July 2026

This page is where every kind of complaint, notice, or request to Vtag actually goes — a privacy grievance, a copyright or trademark complaint, a security report, a formal legal notice, or a law enforcement request. Each has a different process and a different timeline, set out below, but they all start with the same office.

1. Purpose & how this fits together

This policy is incorporated into, and supplements, our Terms of Service, our Privacy Policy, our Acceptable Use & Community Policy, and our Data Deletion & User Rights Policy. Those documents each mention how to reach us for their specific topic; this page is the complete, consolidated version of that — read it instead of hunting through five different pages for an email address.

2. Our Grievance Officer

As required under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer to receive and act on complaints about the Platform.

The Grievance Officer's role covers every complaint category on this page. Some categories (Sections 8 and 9) also have a formal, separate channel for legal correctness — a court notice should still go through proper service, not just an email — but the Grievance Officer is always the right first call if you're unsure where something belongs.

3. General grievance redressal

You can report to us:

• Privacy violations or misuse of your personal data.
• Content you want removed (harassment, impersonation, an inaccurate Alert about your vehicle).
• Suspected fraud, fake accounts, or abuse of the Platform.
• Intellectual property concerns (Sections 5–6).
• Any other complaint about how Vtag or someone using it has treated you.

Email grievance@getvtag.com with what happened, when, and any supporting evidence (screenshots, an Alert reference, an order ID). We acknowledge within 24 hours and resolve within 15 days — see Section 12 for the full timeline table and what happens if we can't meet it.

4. Privacy complaints

For anything about how we collect, use, or protect your personal data — including exercising your access, correction, or erasure rights — see our Data Deletion & User Rights Policy, which has the detailed request process. Email the same address, grievance@getvtag.com; we route privacy complaints to the same Grievance Officer, who also handles our obligations under the Digital Personal Data Protection Act, 2023. If you're not satisfied with our response, you may escalate to the Data Protection Board of India (Section 10).

5. Copyright complaints

If you believe content on the Platform infringes your copyright, email grievance@getvtag.com with:

• A description of the copyrighted work you claim is infringed.
• The specific location of the material on the Platform (a URL, or enough detail for us to find it).
• Your contact details and a statement that you have a good-faith belief the use is unauthorised.
• A statement, made under penalty of perjury, that the information in your notice is accurate and that you are the rights holder or authorised to act on their behalf.

We review credible, complete notices under this section and remove or disable access to infringing material where warranted, consistent with our Terms of Service Section 18. We may notify the person who posted the content and give them an opportunity to respond before a final decision, except where the claim is clearly valid or urgent removal is warranted.

6. Trademark complaints

If you believe someone is using a trademark you own in a way that infringes your rights through the Platform (for example, in a Program Participant's marketing under our Partner Program Terms), email grievance@getvtag.com with your registration details (if registered), the specific use you're complaining about, and your contact information. Separately, if you believe someone is misusing the Vtagtrademark itself — our own brand, not a third party's — the same address handles that too.

7. Security vulnerability reporting

Email support@getvtag.com with a clear description of the vulnerability, steps to reproduce it, and its potential impact. Please:

• Give us a reasonable opportunity to investigate and fix the issue before disclosing it publicly.
• Avoid accessing, modifying, or deleting data beyond what's strictly necessary to demonstrate the vulnerability.
• Never attempt this against Scanner or Owner data belonging to a real person you don't have permission to test against — use your own test account.
• Don't use the vulnerability for anything beyond confirming it exists.

This safe harbor doesn't cover testing that violates the Information Technology Act, 2000, involves social engineering our staff, or causes actual harm to the Platform or its users — see our Terms of Service Section 20.

8. Legal notices & service of process

To formally serve Vtag with a legal notice, summons, or court filing, use our registered office address below, addressed to the company. A courtesy copy by email to grievance@getvtag.com helps us respond faster, but does not itself constitute valid service — please follow the service method your matter legally requires.

9. Law enforcement requests

We disclose Personal Data or Content to police, courts, or regulators only where required by valid legal process, or where necessary to protect someone's safety in a genuine emergency — see our Terms of Service Section 29.

What we need from a request

• Official letterhead or a formal request format from the requesting authority, with a case or reference number.
• The specific legal basis for the request (a court order, a warrant, or the applicable statutory provision).
• Clear identification of the data or account you're requesting, and the name and contact details of the requesting officer, so we can verify authenticity before responding.

Emergency requests

Where there is a genuine, imminent threat to someone's life or safety, we may act on a request faster than our standard verification process would normally allow, while still making a reasonable effort to confirm the requester's legitimacy. This is the exception, not the default — routine requests go through full verification.

Send law enforcement requests to grievance@getvtag.com or the registered office in Section 8. Where legally permitted, we make reasonable efforts to notify the affected account holder that a disclosure was made.

10. Regulatory communication

• Data Protection Board of India — the escalation path for an unresolved privacy complaint under the DPDP Act, after you've first raised it with our Grievance Officer.
• Ministry of Electronics and Information Technology (MeitY) — the escalation path for an unresolved grievance under the IT Rules, 2021.
• Reserve Bank of India / NPCI — for anything specific to UPI AutoPay mandates or payment processing, we cooperate directly with Razorpay (our payment aggregator) and the relevant regulator as required; contact us first at support@getvtag.com and we'll route it correctly.
• Consumer Disputes Redressal Commission — your right to approach a consumer forum under the Consumer Protection Act, 2019 is preserved regardless of anything else in this policy, as stated in our Terms of Service Section 31.

We respond to a genuine regulatory inquiry directly and promptly; we don't require a regulator to go through the same intake process as an individual grievance.

11. Escalation procedure

1. Raise it with us first. Almost everything on this page is resolved faster by emailing us directly than by escalating immediately — we can only fix what we know about.
2. Give us the acknowledgement and resolution window in Section 12. If we miss it without explanation, that's itself worth escalating.
3. Escalate to the relevant regulator (Section 10) if you're not satisfied with our response, or if we've gone silent past our stated timeline.
4. Formal dispute resolution — arbitration or a consumer forum, per our Terms of Service Section 31 — remains available at any point; you don't have to exhaust every step above before taking that route if the matter genuinely warrants it.

12. Response timelines at a glance

Where we can't meet a stated timeline, we'll tell you why and give a revised estimate rather than let a deadline pass without explanation.

13. Compliance contact directory

14. If we ever qualify as a significant intermediary

The IT Rules, 2021 require additional roles — a Chief Compliance Officer, a Nodal Contact Person for 24/7 law enforcement coordination, and a Resident Grievance Officer — for a "Significant Social Media Intermediary", broadly defined by a registered-user threshold in India. Vtag does not currently meet that threshold. If we ever do, we will appoint those roles as the law requires and update this policy accordingly, rather than wait to be asked.

15. Changes to this policy

We'll update this policy as our compliance obligations, contact details, or processes change, and post a new "Last updated" date when we do.