Draft — pending legal review. The final wording of this policy is being finalised with qualified counsel. The structure below reflects what the published policy will cover.
DRAFT — pending legal review. Not legal advice.
Grievance Redressal & Complaints Policy
1. About This Policy
This Grievance Redressal & Complaints Policy explains how you can raise a concern, complaint or grievance with VAMS BioInnovation Private Limited ("VAMS", "we", "us" or "the Company") and how we will handle it. It applies to grievances relating to our website, products, services, orders and customer experience, as well as to grievances concerning the processing of your personal data.
We take all grievances seriously and aim to resolve them fairly, transparently and within reasonable timelines. This Policy is designed to operate consistently with our obligations under the laws of India, including applicable laws of the State of Andhra Pradesh, including the Digital Personal Data Protection Act, 2023 (the "DPDP Act") and its rules, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.
This Policy should be read together with our Privacy Policy, Terms of Service and other published policies.
2. Types of Grievance We Handle
For clarity, grievances generally fall into two categories, which may have different escalation paths:
Consumer / service grievances — for example, issues with an order, delivery, billing, refunds, a product or kit, or the quality of a service or report.
Data-protection grievances — for example, concerns about how your personal data is collected, used, shared, retained, corrected or erased, or difficulty exercising your rights under the DPDP Act (including access, correction, erasure, withdrawal of consent and nomination).
A single complaint may fall into both categories. Where it does, we will address each aspect through the appropriate route and keep you informed.
3. How to Raise a Grievance
You can raise a grievance by contacting our Grievance Officer using the details below. To help us respond quickly and accurately, please raise your grievance in writing wherever possible.
Grievance Officer
Name: our designated Grievance Officer
Designation: Grievance Officer
Email: legal@vamsbiome.com
Postal address: Plot No. 59, A-12-4-1, Near Matha Towers, K P Nagar, Benz Circle, Vijayawada, Andhra Pradesh 520008, India
For grievances that specifically concern the processing of your personal data, you may also contact our privacy contact at privacy@vamsbiome.com. Data-protection grievances sent to the Grievance Officer will be routed to the appropriate internal contact.
We will make reasonable efforts to keep the identity and current contact details of the Grievance Officer published and up to date on our website.
4. Information to Include in Your Grievance
To help us understand and resolve your grievance efficiently, please include as much of the following as you can:
Your full name and the contact details on which we can reach you.
If applicable, your order number, invoice number, account identifier or the email address associated with your account.
A clear description of the issue, including relevant dates and what happened.
For data-protection grievances, the specific concern or the right you wish to exercise (for example, access, correction, erasure, or withdrawal of consent).
The outcome or resolution you are seeking.
Any supporting documents, screenshots or reference numbers that may help us investigate.
If we need additional information or verification (for example, to confirm your identity before acting on a data-related request), we will let you know, and any timelines described below may be paused until we receive what we reasonably need.
5. Acknowledgement and Resolution Timelines
We aim to handle every grievance promptly. The following timelines are indicative targets and may vary depending on the nature and complexity of the grievance and on our receiving the information we reasonably need from you:
Acknowledgement. We aim to acknowledge receipt of your grievance within a reasonable period, and ordinarily within forty-eight (48) hours of receiving it.
Resolution. We aim to resolve grievances within a reasonable period, and ordinarily within thirty (30) days of receipt, consistent with the expectations for grievance redressal under applicable Indian law.
Where a grievance is complex, requires investigation, or depends on information from you or a third party, resolution may take longer. In such cases, we will keep you reasonably informed of the status and the expected timeframe.
These are good-faith service commitments and, except where a specific statutory timeline applies, are not intended to create binding contractual deadlines.
6. How We Handle Your Grievance
When we receive a grievance, we will generally:
Acknowledge receipt and, where needed, request any further information.
Assess the grievance and route it to the appropriate internal team or to the Grievance Officer.
Investigate the issue fairly and, where relevant, propose a resolution.
Communicate the outcome to you, with an explanation where we are unable to provide the resolution you requested.
We will treat information you share in connection with a grievance in accordance with our Privacy Policy.
7. Escalation
If you are not satisfied with our response, or if we do not respond within a reasonable time, you may escalate your grievance. Escalation does not require you to first exhaust our internal process where the law gives you a direct right of complaint.
7.1 Data-Protection Grievances
For grievances concerning the processing of your personal data, if you remain dissatisfied after raising the matter with us, you may make a complaint to the Data Protection Board of India in accordance with the DPDP Act and the procedures notified under it. You retain this right regardless of our internal handling of your grievance.
7.2 Consumer / Service Grievances
For consumer or service grievances, you may in addition to (or instead of) our internal process approach the appropriate statutory forum, which may include:
The relevant District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, depending on the value and nature of the claim.
The National Consumer Helpline or other consumer grievance mechanisms made available by the Government.
Any other competent regulator or statutory authority having jurisdiction (Ministry of Corporate Affairs; Ministry of Electronics and Information Technology; Data Protection Board of India; Department of Consumer Affairs and Central Consumer Protection Authority; and, depending on the product or claim, CDSCO, FSSAI, relevant State authorities and other competent regulators.).
Nothing in this Policy or in our Terms of Service prevents you from approaching these forums. Arbitration, where it applies, is not the exclusive remedy for consumer grievances, and this Policy does not limit or waive any non-excludable rights or remedies available to you as a consumer under applicable law.
8. Your Statutory Rights Are Preserved
Raising a grievance with us, or using the process described in this Policy, does not limit, replace or waive any rights or remedies you may have under applicable law. In particular:
Your rights as a data principal under the DPDP Act — including the right to complain to the Data Protection Board of India — remain fully available to you.
Your rights as a consumer under the Consumer Protection Act, 2019, including access to Consumer Commissions and statutory grievance mechanisms, are preserved and cannot be excluded by this Policy.
We do not, through this Policy, exclude or limit any liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, statutory consumer remedies, or our obligations relating to the security of personal data.
You are free to pursue any statutory remedy at any time, whether or not you have first used our internal grievance process.
9. Contact
If you have any questions about this Policy or wish to raise a grievance, please contact:
Grievance Officer: our designated Grievance Officer
Email: legal@vamsbiome.com
Data-protection queries: privacy@vamsbiome.com
Postal address: Plot No. 59, A-12-4-1, Near Matha Towers, K P Nagar, Benz Circle, Vijayawada, Andhra Pradesh 520008, India
Version and Change History
Document name: Grievance Redressal & Complaints Policy
Version: 1.0
Effective date: 10 July 2026
Change history: v1.0 (10 July 2026) — Initial publication.