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SFN Policy

Contact & Grievance Redressal Policy

Effective Date: 16th July 2026

  1. Introduction

This Contact & Grievance Redressal Policy (“Policy”) sets out the framework adopted by SFN SOLUTIONS PVT. LTD. (“SFN”, “Company”, “we”, “our”, or “us”) for receiving, recording, reviewing, and resolving enquiries, requests, complaints, and grievances relating to the Website, the Company’s products and services, the processing of Personal Data, and other matters connected with the use of the Website. The Company is committed to providing an efficient, transparent, and fair grievance redressal mechanism in accordance with the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and other applicable laws. This Policy should be read in conjunction with the Company’s Website Terms of Use, Privacy Policy, Cookie Notice, Disclaimer, and Copyright & Intellectual Property Notice.

  1. Purpose

The purpose of this Policy is to establish a transparent, accessible, and efficient mechanism for receiving, recording, reviewing, and resolving enquiries, requests, complaints, and grievances relating to the Website, the Company’s products and services, the processing of Personal Data, and any other matter arising from the use of the Website. This Policy is intended to ensure that such matters are handled fairly, promptly, and in accordance with applicable laws, while promoting effective communication, protecting the legitimate interests of users and the Company, and enhancing accountability in the Company’s grievance redressal process.

  1. Scope

This Policy applies to all users, visitors, customers, prospective customers, business partners, vendors, contractors, consultants, and any other individuals or entities interacting with SFN SOLUTIONS PVT. LTD. through the Website. It governs enquiries, requests, complaints, and grievances relating to the Website, the Company’s products, solutions, and services, the collection and processing of Personal Data, intellectual property matters, website content, technical issues, and any other matter connected with the use of the Website, to the extent permitted under applicable law. Nothing contained in this Policy shall prejudice or limit any rights or remedies available to the Company or any person under applicable law or any separate contractual arrangement.

  1. Contact Details

For any general enquiries, requests for information, feedback, or communications relating to the Website, the Company’s products or services, or this Policy, you may contact SFN SOLUTIONS PVT. LTD. using the details provided below:

SFN SOLUTIONS PVT. LTD.

Website: https://sfnliquidcooling.com/

Email: enquiry@sfnliquidcooling.com

Registered Office: Office Number 501, 502, Teerth Exchange, Baner, Pune, Maharashtra, 411045 IN

The Company may revise the above contact details from time to time by publishing the updated information on the Website. Users are encouraged to use the above contact channels for all general communications before escalating any matter through the formal grievance redressal mechanism.

  1. Grievance Officer

In accordance with applicable law, SFN SOLUTIONS PVT. LTD. has designated a Grievance Officer to receive, examine, and facilitate the resolution of complaints and grievances relating to the Website, the processing of Personal Data, and other matters covered under this Policy. Users may contact the Grievance Officer for any grievance, request, or concern requiring formal review.

Grievance Officer Email ID: enquiry@sfnliquidcooling.com

SFN SOLUTIONS PVT. LTD.

Email: enquiry@sfnliquidcooling.com

Registered Office: Office Number 501, 502, Teerth Exchange, Baner, Pune, Maharashtra, 411045 IN

The Company may update the details of the Grievance Officer from time to time by publishing the revised information on the Website. All grievances shall be handled in accordance with applicable law and the Company’s internal grievance redressal procedures.

  1. Submission of Grievances

Any person wishing to submit a grievance under this Policy may do so by contacting the Grievance Officer through the contact details specified herein. A grievance should, to the extent reasonably practicable, include the complainant’s name and contact details, a clear description of the grievance, relevant facts, supporting documents or evidence (if any), and the relief or resolution sought. The Company reserves the right to seek additional information or documentation where reasonably necessary to facilitate the review and resolution of the grievance. Anonymous, incomplete, frivolous, malicious, or vexatious complaints, or complaints lacking sufficient particulars, may not be processed or may be rejected at the Company’s sole discretion, to the extent permitted under applicable law.

  1. Resolution Process

Upon receipt of a grievance, the Company shall endeavour to acknowledge its receipt within a reasonable period and undertake an appropriate review of the matter. The Company may seek additional information, documents, or clarification from the complainant where reasonably necessary for the proper examination of the grievance. Following such review, the Company shall endeavour to resolve the grievance in a fair, objective, and timely manner and communicate its decision or proposed resolution to the complainant, subject to applicable law and the nature and complexity of the grievance. The Company reserves the right to close any grievance where it is found to be resolved, unsupported by sufficient information, outside the scope of this Policy, or otherwise not maintainable under applicable law.

  1. Data Protection Requests (Digital Personal Data Protection Act, 2023)

Any request relating to the processing of Personal Data, including requests for access to information regarding processing, correction, completion, updating, or erasure of Personal Data, withdrawal of consent (where processing is based on consent), nomination of another person to exercise rights in accordance with applicable law, or the submission of any grievance relating to Personal Data, may be submitted to the Company’s Grievance Officer through the contact details specified in this Policy. The Company shall review and respond to such requests in accordance with the Digital Personal Data Protection Act, 2023, other applicable laws, and its internal procedures, and may require reasonable verification of the identity and authority of the requesting person before taking any action on such request.

  1. Frivolous or Malicious Complaints

The Company is committed to addressing all bona fide enquiries and grievances in a fair, transparent, and timely manner. Notwithstanding the foregoing, the Company reserves the right, at its sole discretion and to the extent permitted under applicable law, to reject, discontinue, or decline to process any complaint or grievance that is frivolous, vexatious, malicious, fraudulent, repetitive, submitted in bad faith, unsupported by sufficient particulars or evidence, or otherwise constitutes an abuse or misuse of the grievance redressal mechanism. The submission of any false, misleading, or malicious complaint shall not prejudice the Company’s right to pursue any civil, criminal, contractual, or other remedies available under applicable law.

  1. Confidentiality

The Company recognises the confidential nature of all enquiries, complaints, grievances, supporting documents, correspondence, and other information submitted under this Policy and shall use reasonable administrative, technical, and organisational measures to preserve their confidentiality.

  • Confidential Treatment: All information received in connection with a grievance shall be treated as confidential and shall be used solely for the purpose of reviewing, investigating, resolving, administering, or complying with legal or regulatory requirements relating to the grievance.
  • Restricted Access: Access to such information shall be limited to the Company’s authorised directors, employees, Grievance Officer, professional advisors, consultants, service providers, or other persons who have a legitimate business or legal need to know and who are subject to appropriate confidentiality obligations.
  • Permitted Disclosure: The Company may disclose grievance-related information where such disclosure is required or permitted under applicable law, pursuant to any judicial, regulatory, or governmental order, or where reasonably necessary to establish, exercise, or defend the Company’s legal rights, prevent fraud or unlawful activities, or protect the rights, property, or safety of the Company or any third party.
  • Security Measures: The Company shall implement reasonable technical, organisational, and administrative safeguards to protect grievance-related information against unauthorised access, disclosure, alteration, loss, misuse, or destruction, having regard to the nature of the information and the associated risks.
  • Continuing Obligation: The Company’s obligation to maintain the confidentiality of grievance-related information shall continue for so long as such information is retained by the Company or as otherwise required under applicable law, except where disclosure is lawfully required or the information has become publicly available through no wrongful act of the Company.
  1. No Waiver

No failure, delay, omission, or partial exercise by SFN SOLUTIONS PVT. LTD. in exercising any right, power, remedy, or privilege under this Policy shall operate as or be deemed to constitute a waiver thereof, nor shall any single or partial exercise of any such right, power, remedy, or privilege preclude any further or subsequent exercise of the same or the exercise of any other right, power, remedy, or privilege. Any waiver by the Company shall be effective only if made expressly in writing by a duly authorised representative of the Company.

  1. Changes to this Policy

SFN SOLUTIONS PVT. LTD. reserves the right, at its sole discretion, to amend, modify, supplement, or replace this Contact & Grievance Redressal Policy at any time to reflect changes in applicable law, regulatory requirements, business operations, technology, or the Company’s internal grievance redressal procedures. Any revised Policy shall be published on the Website and shall become effective from the date of such publication or such later date as may be specified therein. Users are encouraged to review this Policy periodically to remain informed of any updates. Continued access to or use of the Website following the effective date of any revision shall constitute your acknowledgement of the updated Policy and, where required under applicable law, your acceptance thereof.

  1. Severability

If any provision of this Contact & Grievance Redressal Policy is held by a court, arbitral tribunal, or other competent authority to be invalid, illegal, unenforceable, or void, in whole or in part, such provision shall, to the extent of such invalidity, illegality, unenforceability, or voidness, be deemed severed from this Policy and shall not affect the validity, legality, or enforceability of the remaining provisions, which shall continue in full force and effect to the fullest extent permitted under applicable law.

  1. Governing Law and Dispute Resolution

This Contact & Grievance Redressal Policy shall be governed by and construed in accordance with the laws of India. Any dispute, controversy, or claim arising out of or in connection with this Policy shall, as far as practicable, be resolved through amicable discussions between the Parties. Failing such resolution within thirty (30) days, the dispute shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended. The arbitration shall be conducted by a sole arbitrator mutually appointed by the Parties, failing which the arbitrator shall be appointed in accordance with the provisions of the said Act. The seat and venue of arbitration shall be Pune, Maharashtra, India; the proceedings shall be conducted in the English language, and the arbitral award shall be final and binding upon the Parties. Subject to the foregoing, the courts at Pune, Maharashtra shall have exclusive jurisdiction in respect of matters relating to the appointment of the arbitrator, interim measures, enforcement of the arbitral award, and such other matters as are expressly reserved for judicial determination under applicable law.