1. Purpose and Scope
PrintRocket India Private Limited ("PrintRocket", "we", "Company") is committed to providing a transparent, fair, and accessible mechanism for resolving complaints and grievances arising from the use of the PrintRocket mobile application, website (www.printrocket.in), and all related services (collectively, the "Platform").
This Grievance Redressal Policy ("Policy") establishes:
- A clear process for users, vendor partners, and any affected party to raise complaints
- Defined timelines for acknowledgement, investigation, and resolution
- An escalation mechanism where first-level resolution is unsatisfactory
- Contact details of the designated Grievance Officer
This Policy applies to:
- Customers — individuals and businesses who place orders on the PrintRocket Platform
- Vendor Partners — local print shops registered on the Platform
- Third parties — any person or entity whose rights may be affected by content or actions on the Platform
2. Legal Framework
This Policy is established in compliance with:
- Information Technology Act, 2000 — Section 79 (intermediary liability) and related provisions
- Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — Rule 3(2)(a) mandating a grievance officer and Rule 3(2)(b) mandating grievance acknowledgement within 24 hours and resolution within 15 days for content-related complaints
- Digital Personal Data Protection Act, 2023 — Section 13 (right to grievance redressal) and Section 8(8) (obligation to resolve data-related grievances promptly)
- Consumer Protection Act, 2019 — obligation to provide accessible grievance mechanisms for consumers
- Consumer Protection (E-Commerce) Rules, 2020 — Rule 5(3) and Rule 6, governing grievance mechanisms for e-commerce entities
PrintRocket acknowledges its obligations as both an intermediary under the IT Act and an e-commerce entity under the Consumer Protection framework.
3. Who Can File a Grievance
Any of the following may file a grievance with PrintRocket:
| Who | Examples of Grievances |
|---|---|
| Registered Customers | Order disputes, refund issues, data privacy complaints, poor service experience, billing errors |
| Guest Users | Issues arising from using the website without an account |
| Vendor Partners | Payment settlement disputes, unfair suspension, wrongful quality complaints |
| Third Parties | Copyright infringement, defamation, privacy violation caused by content printed or published through the Platform |
| Any Person | Complaints about content on the Platform that violates applicable law |
You do not need to be a registered user to file a grievance if your rights have been affected by the Platform.
4. What Constitutes a Grievance
A grievance is any formal complaint about:
4.1 Service and Order Complaints
- An order that was not fulfilled or was fulfilled incorrectly
- A refund that was promised but not received
- A cancellation that was not processed
- A delivery that did not arrive or arrived damaged
- Quality of printing below the standard described
4.2 Data Privacy Complaints
- Alleged unauthorised collection, use, or sharing of personal data
- Request for data access, correction, or deletion that was not fulfilled
- Suspected data breach affecting your personal data
- Violation of the rights described in our Privacy Policy
4.3 Content Complaints
- Content published or printed through the Platform that you believe violates applicable law
- Copyrighted material printed without authorisation
- Defamatory, obscene, or hateful content associated with the Platform
- Impersonation or false representation using the Platform
4.4 Account and Access Complaints
- Account suspended or terminated that you believe was in error
- Inability to access your account or order history
- Billing or payment disputes not resolved through standard support
4.5 Platform Conduct
- Harassment, abuse, or unprofessional conduct by a vendor, delivery partner, or PrintRocket employee
- Discriminatory treatment based on religion, caste, gender, disability, or any protected characteristic
- Misleading or deceptive information on the Platform
5. Grievance Officer
In compliance with Rule 3(2)(a) of the IT (Intermediary Guidelines) Rules, 2021, and Section 13 of the DPDP Act, PrintRocket has designated a Grievance Officer as follows:
| Name | Amit Arora |
| Designation | Founder and Grievance Officer |
| Organisation | PrintRocket India Private Limited |
| info@printrocket.in | |
| Phone | +91 8218768195 |
| Address | 5th Floor, Mehershi Kanad Bhawan, Udhmodhaya Foundation, University of Delhi, North Campus, New Delhi – 110007, Delhi |
| Working Hours | Monday to Saturday, 10:00 AM – 6:00 PM IST |
The Grievance Officer is responsible for:
- Acknowledging all grievances within the timelines specified in this Policy
- Investigating grievances fairly and impartially
- Communicating resolution decisions in writing
- Overseeing compliance with this Policy
- Submitting periodic reports on grievance volumes and resolutions to management
6. How to File a Grievance
6.1 Step 1 — Informal Resolution (Recommended First)
Before filing a formal grievance, we encourage you to contact our support team, which resolves the majority of issues within 2–5 business days:
- In-app: Account → Help & Support → Raise an Issue
- Email: info@printrocket.in
- Phone: +91 8218768195 (Monday to Saturday, 10:00 AM – 6:00 PM IST)
6.2 Step 2 — Formal Grievance Submission
If your issue is not resolved through informal support, submit a formal grievance to the Grievance Officer. A grievance submission must include:
Required information:
| Field | Details |
|---|---|
| Full name | As registered on the Platform |
| Contact number | Your registered mobile number |
| Email address | Your email address |
| Order ID (if applicable) | e.g., #166 |
| Nature of grievance | Select from: Service / Data Privacy / Content / Account / Conduct / Other |
| Description | A clear, factual description of the issue, including what happened, when it happened, and what outcome you are seeking |
| Supporting evidence | Photographs, screenshots, documents, transaction references — attach wherever relevant |
| Previous support ticket | Reference number of any prior support interaction on this matter |
How to submit:
- Email: info@printrocket.in — Subject line:
FORMAL GRIEVANCE — [Your Name] — [Order ID if applicable] - Written letter: Addressed to the Grievance Officer at the address in Section 5
- In-app grievance form (where available): Account → Help & Support → Raise Formal Grievance
6.3 Language
Grievances may be submitted in English or Hindi. We will respond in the language you used.
7. Acknowledgement
| Grievance Type | Acknowledgement Timeline |
|---|---|
| Content complaints (illegal content, IP infringement, defamatory content) | Within 24 hours of receipt |
| Data privacy complaints (under DPDP Act) | Within 48 hours of receipt |
| Service / order / refund complaints | Within 48 hours of receipt |
| Account / conduct complaints | Within 48 hours of receipt |
The acknowledgement will include:
- A unique Grievance Reference Number (GRN)
- The name of the team member or Grievance Officer handling your case
- The expected resolution timeline
- Any additional information we require from you
8. Investigation Process
8.1 Principles of Investigation
All grievances are investigated:
- Fairly: Both sides of the issue are considered
- Impartially: The investigating officer has no personal interest in the outcome
- Confidentially: Your grievance details are shared only with those who need to know to resolve it
- Proportionately: The depth of investigation matches the seriousness of the complaint
8.2 Investigation Steps
For service and order grievances:
- Review of order records, transaction data, and vendor communication logs
- Contact with the assigned vendor or delivery partner to obtain their account
- Review of any photographic or documentary evidence submitted
- Assessment against PrintRocket's service standards and these policies
For data privacy grievances:
- Identification of the specific data processing activity in question
- Review of consent records, data logs, and processing agreements
- Assessment against our Privacy Policy and applicable law
- If a breach is confirmed, immediate containment and notification steps
For content complaints:
- Review of the specific content in question
- Assessment against applicable law and PrintRocket's Terms and Conditions
- If the content is found to violate applicable law: removal within the timelines required by the IT (Intermediary Guidelines) Rules, 2021
- If removal is not warranted: written explanation to the complainant
For vendor grievances:
- Review of Order records, quality complaint data, and settlement statements
- Opportunity for both Customer and Vendor to present their account
- Assessment against PrintRocket's Vendor Partner Terms
8.3 Communication During Investigation
We will keep you informed of the progress of your grievance. If we require additional information or time, we will inform you within the initial resolution timeline.
9. Resolution Timelines
| Grievance Type | Resolution Timeline |
|---|---|
| Illegal content / content violating court orders | Removal/action within 36 hours of acknowledgement (IT Rules 2021 requirement) |
| Data privacy — access, correction, erasure requests | Within 30 days of acknowledgement (DPDP Act requirement) |
| Data privacy — breach notification | User notification within 72 hours of PrintRocket becoming aware |
| Service / order / refund disputes | Within 15 days of acknowledgement |
| Account suspension disputes | Within 15 days of acknowledgement |
| Vendor payment disputes | Within 14 business days of acknowledgement |
| Conduct complaints (harassment, discrimination) | Initial response within 5 business days; full resolution within 21 days |
| Complex investigations requiring third-party input | Up to 30 days, with interim updates every 7 days |
Where a grievance cannot be resolved within the standard timeline, the Grievance Officer will notify you of the revised expected resolution date with reasons for the extension.
10. Escalation Mechanism
10.1 When to Escalate
If you are not satisfied with the resolution provided by the Grievance Officer, or if your grievance has not been resolved within the timelines above, you may escalate.
10.2 How to Escalate
Email escalation:
- Email: info@printrocket.in
- Subject line:
ESCALATION — GRN [Your Grievance Reference Number] - Include: Your original grievance, the resolution received, and why you are dissatisfied
The escalated grievance will be reviewed by a senior member of PrintRocket's management team who was not involved in the initial investigation.
Response timeline for escalations: Within 15 days of the escalation request.
10.3 What Happens at Escalation
- A fresh review of all evidence, correspondence, and the initial resolution
- The escalating reviewer may seek additional information from you or from internal teams
- A final written decision will be issued — this is PrintRocket's final internal position
11. Appeals
If you remain unsatisfied after escalation, PrintRocket's internal grievance process has been exhausted. You then have the following external options:
11.1 Data Protection Board of India (DPDP Act)
For data privacy grievances, once the DPDP Act enforcement mechanism is fully operational (expected May 2027), you may file a complaint with the Data Protection Board of India. Until then, civil court remedies remain available.
11.2 Consumer Disputes Redressal Commission
As a consumer of services, you may approach:
| Forum | Jurisdiction |
|---|---|
| District Consumer Disputes Redressal Commission | Disputes up to ₹50 lakhs |
| State Consumer Disputes Redressal Commission | Disputes up to ₹2 crore |
| National Consumer Disputes Redressal Commission | Disputes above ₹2 crore |
The nearest District Commission to PrintRocket's registered office is located in New Delhi. However, you may approach the Commission in your own district.
11.3 Cyber Crime Reporting
For grievances involving fraud, data theft, identity theft, or any criminal conduct through the Platform, you may file a report at:
- National Cyber Crime Reporting Portal: cybercrime.gov.in
- Your nearest Police Station under the IT Act, 2000
11.4 Lok Adalat
For disputes up to ₹20 lakhs, Lok Adalat offers a free, fast, and final alternative. Settlements reached at Lok Adalat are binding and cannot be appealed. Contact your nearest District Legal Services Authority (DLSA) to access this mechanism.
11.5 Civil Courts
Any dispute not resolved through the above mechanisms may be brought before the appropriate civil court in New Delhi, as per the governing law provisions in our Terms and Conditions.
12. Content Removal Requests
12.1 Reporting Unlawful Content
If you believe content on the PrintRocket Platform (including any material printed, designed, or shared through our services) is:
- Unlawful under any applicable Indian law
- In violation of a court order
- Infringing your copyright, trademark, or other intellectual property
- Defamatory, obscene, or otherwise harmful to you
Submit a content removal request to info@printrocket.in with:
- Your full name and contact details
- A description of the content and where it appears
- The legal basis for removal (e.g., copyright ownership proof, court order, specific law violated)
- A declaration that you are the rights holder or authorised to act on their behalf
- Your signature (electronic is acceptable)
12.2 Response to Content Complaints
- Acknowledgement: Within 24 hours
- Review and decision: Within 36 hours for illegal content; within 15 days for other content complaints
- If removal is ordered: We will notify the content uploader and provide them an opportunity to respond (except where law prohibits notification)
- If removal is not ordered: We will provide written reasons
12.3 Counter-Notices
If your content is removed and you believe the removal was in error, you may submit a counter-notice within 14 days of the removal notification. We will review the counter-notice and restore content if we determine the original removal was unwarranted.
13. Record Keeping
PrintRocket maintains the following records in relation to grievances:
| Record | Retention Period |
|---|---|
| All grievance submissions (anonymised) | 3 years from date of filing |
| Grievance acknowledgements and correspondence | 3 years |
| Investigation notes and evidence | 3 years |
| Resolution decisions | 3 years |
| Content removal orders | 5 years |
| Data breach notifications | 5 years |
These records may be produced in response to lawful orders from courts or regulatory authorities.
13.1 Periodic Reporting
The Grievance Officer will prepare a quarterly summary report covering:
- Total grievances received by category
- Average resolution timelines
- Percentage resolved within mandated timelines
- Common themes and recommended platform improvements
This report is reviewed by PrintRocket's management and used to improve our services and policies.
14. Non-Retaliation
PrintRocket strictly prohibits retaliation against any person who:
- Files a good-faith grievance under this Policy
- Participates in a grievance investigation as a witness
- Raises a concern about potential legal non-compliance
Retaliation means any adverse action — account suspension, Order deprioritisation, reduced vendor assignments, or any other punitive measure — taken in response to a good-faith grievance filing.
Any PrintRocket employee, vendor, or partner found to have retaliated against a grievance filer will be subject to disciplinary action, up to and including removal from the Platform.
If you believe you have been retaliated against for filing a grievance, contact the Grievance Officer immediately.
15. Amendments
PrintRocket may update this Policy from time to time to reflect changes in law, regulatory guidance, or our internal processes.
Material changes will be communicated via:
- An in-app notification
- An updated notice on www.printrocket.in/legal
Minor administrative updates (e.g., updated contact details, clerical corrections) may be made without prior notice.
The "Last updated" date at the top of this document reflects the most recent revision.
16. Contact
To file a grievance or for any questions about this Policy:
| Grievance Officer | Amit Arora |
| info@printrocket.in | |
| Subject line format | FORMAL GRIEVANCE — [Your Name] — [GRN if you have one] |
| Phone | +91 8218768195 |
| Postal address | Grievance Officer, PrintRocket India Private Limited, 5th Floor, Mehershi Kanad Bhawan, Udhmodhaya Foundation, University of Delhi, North Campus, New Delhi – 110007 |
| Working hours | Monday to Saturday, 10:00 AM – 6:00 PM IST |
| Acknowledgement | Within 24–48 hours |
| Resolution | Within 15–30 days depending on grievance type |
PrintRocket India Private Limited — CIN: U18129DC2026PTC472309 — www.printrocket.in
5th Floor, Mehershi Kanad Bhawan, Udhmodhaya Foundation, University of Delhi, North Campus, New Delhi – 110007