GRIEVANCE REDRESSAL POLICY

Effective Date: 2026

Operated by
HOODS HUB PRIVATE LIMITED
Chennai, Tamil Nadu, India

WhitePanther™ (“WhitePanther”, “we”, “us”) is committed to addressing grievances in a fair, transparent, and timely manner.

This Policy is issued in accordance with applicable Indian laws, including:

• The Information Technology Act, 2000
• Applicable intermediary and digital platform regulations
• Consumer protection principles where applicable

This Policy applies to users of the WhitePanther™ platform.

1. PURPOSE

This Policy outlines:

• How grievances may be submitted
• The types of grievances accepted
• Investigation and response timelines
• Escalation procedures
• Regulatory alignment and responsibilities

Our objective is to ensure transparency, accountability, and lawful handling of complaints.

2. SCOPE OF GRIEVANCES

Users may raise grievances relating to the following categories:

2.1 Account & Access Issues

• Unauthorized account access
• Account suspension or termination disputes
• Login or authentication concerns
• Administrator privilege misuse

2.2 Billing & Subscription Issues

• Billing discrepancies
• Incorrect invoices
• Subscription cancellation disputes
• Refund-related queries

2.3 Payment & Transaction Concerns

WhitePanther integrates with regulated payment processors:

• Razorpay Software Private Limited
• PhonePe Private Limited

Grievances may relate to:

• Failed transactions
• Incorrect payment status
• Duplicate charges
• Chargeback disputes

Note: Payment settlement timelines are governed by the respective payment processor and banking systems.

2.4 Data Protection & Privacy Concerns

• Alleged misuse of personal data
• Data access, correction, or deletion requests
• Privacy-related complaints
• Security incident concerns

Requests will be handled in accordance with:

• WhitePanther Privacy Policy
• Data Processing Agreement (where applicable)

Customers acting as Data Controllers remain responsible for handling end-user data requests under applicable laws.

2.5 Content-Related Complaints

• Allegedly unlawful content
• Intellectual property infringement
• Spam or phishing complaints
• Abuse of email marketing functionality

WhitePanther may require sufficient detail to assess such claims.

2.6 Security & Vulnerability Reports

• Suspected security vulnerabilities
• Reports of platform misuse
• Suspected Personal Data breaches

Security reports may also be handled under our Incident Response Framework.

3. CLOUD PROVIDER & THIRD-PARTY CLARIFICATION

WhitePanther integrates with third-party providers, including:

• Google LLC

Important clarification:

• Email content stored in Gmail remains under the Customer’s Google account.
• Files stored in Google Drive remain under Customer-controlled storage.
• WhitePanther does not store copies of such content.

Grievances relating directly to third-party infrastructure may require coordination with the respective provider.

WhitePanther is not responsible for independent actions or outages of third-party systems.

4. GRIEVANCE OFFICER

In accordance with applicable Indian regulations, WhitePanther appoints a Grievance Officer.

Grievance Officer
HOODS HUB PRIVATE LIMITED
Chennai, Tamil Nadu, India

Email: customersupport@whitepanther.email

The Grievance Officer is responsible for:

• Acknowledging complaints
• Coordinating internal investigations
• Ensuring timely response
• Maintaining grievance records

5. HOW TO SUBMIT A GRIEVANCE

Grievances must be submitted via email to:

customersupport@whitepanther.email

Please include:

• Full name
• Contact information
• Organization or account name (if applicable)
• Detailed description of the issue
• Relevant screenshots, timestamps, or transaction IDs
• Legal basis (for content-related complaints, where applicable)

Incomplete submissions may delay resolution.

6. ACKNOWLEDGMENT & RESPONSE TIMELINES

Upon receipt of a grievance:

• Acknowledgment will be issued within 48 hours.
• A resolution or reasoned response will be provided within 15 days, unless extended investigation is required.

If additional time is necessary (e.g., due to coordination with Sub-Processors), the complainant will be informed.

7. INVESTIGATION PROCESS

WhitePanther may:

• Review system logs and audit records
• Verify account access history
• Assess billing and transaction records
• Coordinate with Sub-Processors
• Temporarily restrict access where necessary to prevent harm

All investigations are handled confidentially and proportionately.

Where appropriate, WhitePanther may preserve relevant records for legal or regulatory purposes.

8. CONTENT-RELATED GRIEVANCES

For complaints regarding allegedly unlawful content:

The complainant must:

• Clearly identify the content
• Provide the location or reference
• Specify the legal basis of objection
• Provide a declaration of authenticity

WhitePanther may:

• Restrict or remove access to content
• Notify the affected user
• Preserve records where required by law

Decisions will be made in accordance with applicable legal obligations and platform policies.

9. DATA PROTECTION REQUESTS

Requests for:

• Access
• Rectification
• Erasure
• Restriction

Will be processed in alignment with:

• Applicable Indian law
• GDPR principles (where applicable)
• Contractual obligations under the DPA

WhitePanther may require identity verification before fulfilling requests.

10. ESCALATION PROCESS

If a complainant is dissatisfied with the response:

• A written escalation may be submitted within 7 days of receiving the response.
• The matter will be reviewed by senior management.

A final written determination will be communicated.

11. ABUSE OF THE GRIEVANCE PROCESS

WhitePanther reserves the right to:

• Reject frivolous, malicious, or bad-faith complaints
• Take action against abusive reporting behavior
• Suspend accounts misusing grievance mechanisms

12. RECORD-KEEPING & COMPLIANCE

WhitePanther maintains internal records of grievances, including:

• Date received
• Nature of complaint
• Investigation outcome
• Resolution timeline

Records are retained in accordance with internal compliance and retention policies.

13. LIMITATION

This Policy:

• Is provided for transparency and regulatory compliance
• Does not create additional liability beyond the Terms of Service
• Does not override contractual limitations agreed under the Master Terms

14. POLICY UPDATES

WhitePanther may update this Policy periodically.

Updated versions will be published on the official website.
Continued use of the Platform constitutes acceptance of updates.