Grievance Redressal Policy

At Xecure™, a product of Spinacle Technologies Private Limited, we are committed to addressing and resolving any concerns or grievances promptly and effectively. This Grievance Redressal Policy outlines the procedure for users to report complaints and seek resolution.

1. Purpose

This policy ensures that:

• Users have a clear process to raise grievances related to our services.

• Complaints are addressed in a transparent and timely manner.

• We maintain accountability and customer satisfaction.

2. Scope

This policy applies to grievances related to:

• Financial assistance services (loans, crowdfunding, discounts).

• Insurance claim processing and policy support.

• Treatment insights and AI-driven recommendations.

• Platform functionality, security, and accessibility issues.

• Privacy, data protection, and misuse of personal information.

3. How to Raise a Grievance

Users can report their concerns through the following channels:

3.1 Online Submission

• Fill out the Grievance Form on our website: xecure.in

• Email us at: care@xecure.in with details of the issue.

3.2 Customer Support

• Call our Grievance Helpline at: +91 8610244377(Available: Mon-Fri, 10 AM - 6 PM IST)

• WhatsApp Support: +91 8610244377

3.3 Written Complaint

• Users may send a written complaint to our registered office: Spinacle Technologies Private Limited, 1/578 Valaiyapathi Salai, Mogappair East, Chennai-600037

4. Grievance Resolution Process

Upon receiving a grievance, we will:

1. Acknowledge the complaint within 24 hours.

2. Investigate and assess the issue with the relevant department.

3. Provide a resolution or response within 7 working days.

4. If further action is required, update the user on the expected resolution timeline.

If a user is not satisfied with the resolution, they may escalate the matter to our Grievance Officer.

5. Grievance Officer Details

As per regulatory requirements, we have appointed a Grievance Officer to handle escalated complaints.

📌 Grievance Officer: Santhosh Kumar E, Founder and COO
📧 Email: founder@spinacle.net
📍 Address: Spinacle Technologies Private Limited, 1/578, Valaiyapathi Salai, Mogappair East Chennai-600037
📞 Contact: +91 8610244377

6. Escalation & Regulatory Compliance

• If your concern remains unresolved, you may escalate your complaint to the Insurance Regulatory and Development Authority of India (IRDAI) or the Reserve Bank of India (RBI) for financial services.

• For data privacy concerns, you may escalate the matter to the Data Protection Authority of India.

7. Review & Updates

This Grievance Redressal Policy is reviewed periodically to ensure compliance with legal regulations and maintain the highest standard of service.