Privacy Policy & Refund Policy

Last updated: 1 April 2026

1. Information We Collect

1.1 Information You Provide

When you register or use Escalatr., we collect: your name, email address, phone number, and any information you include in complaint filings, evidence uploads, messages, and feedback. For company users, this includes company name, GSTIN, representative details, and business contact information.

1.2 Information Collected Automatically

We collect: IP addresses, browser type, device information, pages visited, timestamps, and cookies necessary for Platform functionality. We do not use tracking cookies for advertising purposes.

1.3 Payment Information

Payment processing is handled by Razorpay, a PCI-DSS compliant payment gateway. Escalatr. does not store your full credit/debit card numbers, CVV, or banking passwords.

2. How We Use Your Information

To provide, maintain, and improve Platform services
To facilitate complaint resolution between consumers and companies
To communicate with you about your account and complaints
To send service notifications (complaint updates, deadline reminders, resolution status)
To ensure Platform security and prevent fraud
To comply with legal obligations under Indian law
To generate anonymized, aggregated analytics for platform improvement

We never: Sell your personal data to third parties, share your personal data for advertising purposes, use your complaint data for purposes unrelated to resolution, or disclose your information to the opposing party beyond what is necessary for the resolution process.

3. Information Sharing

We share your information only as follows:

With the opposing party: Complaint details and communications are shared between the consumer and the company as necessary for resolution. Personal contact details are shared only with explicit consent.
Service providers: We use third-party service providers for email delivery, payment processing, and cloud hosting. These providers process data only on our behalf and are bound by data protection agreements.
Legal requirements: We may disclose information if required by law, court order, or government regulation.

4. Data Security

We implement industry-standard security measures including encryption in transit and at rest, access controls, regular security assessments, and secure cloud infrastructure hosted in India. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

5. Your Rights

In accordance with the Digital Personal Data Protection Act, 2023 (DPDPA) and applicable Indian data protection laws, you have the right to:

Access: Request a copy of your personal data held by us
Correction: Request correction of inaccurate or incomplete data
Deletion: Request deletion of your personal data (subject to legal retention requirements)
Data Portability: Export your complaint data in a machine-readable format
Withdraw Consent: Withdraw consent for data processing where consent is the legal basis
Restrict Processing: Request limitation of processing in certain circumstances

To exercise any of these rights, contact us at support@escalatr.in or use the data management tools in your dashboard settings.

6. Data Retention

We retain your data for as long as your account is active and as needed to provide services. Complaint records are retained for a minimum of 3 years after resolution for audit and compliance purposes. You may request early deletion, subject to legal retention requirements.

7. Children's Privacy

Escalatr. is not intended for users under 18 years of age. We do not knowingly collect personal data from minors. If we become aware that we have collected data from a minor, we will promptly delete it.

8. Grievance Officer

In compliance with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, the designated Grievance Officer is:

Name: Arjun
Email: grievance@escalatr.in
Address: Chennai, Tamil Nadu, India
Response time: Within 48 hours of receiving the grievance

9. Changes to This Policy

We may update this Privacy Policy periodically. We will notify users of material changes via email or in-app notification. Your continued use of the Platform after changes constitutes acceptance.

10. Contact

For privacy-related queries: support@escalatr.in

Last updated: 1 April 2026

Refund Policy

Core Principle: Filing a complaint on Escalatr. is free. Escalatr Credits are non-refundable and non-withdrawable. Refunds apply only in the limited circumstances described below — such as failed or duplicate payments — and to company subscription plans.

Credit Pack Purchases

Escalatr Credits are non-refundable and non-withdrawable. They cannot be redeemed, transferred, or converted to cash, and have no monetary value outside the Platform.
Credits never expire as long as your account remains active. You may use purchased credits at any time for any available platform feature.
In the event of a failed transaction or accidental duplicate purchase, contact support@escalatr.in within 7 days with your payment reference. Verified failed or duplicate charges are refunded to the original payment method.

Company Subscription Plans

Monthly subscriptions may be cancelled at any time. No refund is provided for the current billing period, but you retain access until the period ends.
Annual subscriptions may be cancelled within 14 days of purchase for a pro-rated refund. After 14 days, cancellation takes effect at the end of the annual period.
Escalatr Credits purchased by companies follow the same non-refundable, non-withdrawable terms described above.

Refund Process

Refunds are processed within 5-10 business days to the original payment method. To request a refund, contact support@escalatr.in with your payment reference and reason for the request.

Exceptions

Refunds will not be provided for: services already rendered, misuse of the Platform leading to account suspension, or complaints filed in bad faith. Escalatr. reserves the right to deny refund requests that do not meet the criteria outlined above.

Privacy & Refund Policy