Terms of Service

These Terms of Service (the “Terms”) form a binding agreement between you and Scorpyns Technologies Private Limited (CIN U58200CH2025PTC046032), an Indian private limited company with its registered office at 2254/4, Pipliwala Town, Sector-13, Manimajra, Chandigarh — 160101, India (“Scorpyns”, “we”, “us”), governing your use of the PublicShikayat service (the “Service”).

The Service is offered to two categories of users: citizens who file grievances with a public office, and tenants — public offices, elected representatives' offices, municipalities, and similar entities — that subscribe to PublicShikayat to receive and respond to grievances. Different sections of these Terms apply to each category, as indicated below.

By accessing or using the Service in any capacity, you agree to be bound by these Terms and our Privacy Policy. If you are using the Service on behalf of an organisation, you represent that you have the authority to bind that organisation.

You must be at least eighteen (18) years old and competent to contract under Indian law to use the Service. The Service is intended for use within India.

Tenants must be a legal entity, an elected representative's office, a government department, or a similar public-facing organisation, and must accept these Terms in addition to a separate signed Order Form or subscription agreement.

To use the admin side of the Service, the tenant's authorised personnel must create accounts. You agree to (i) provide accurate, current information, (ii) keep your credentials confidential, and (iii) be responsible for everything that happens under your account.

We may suspend or terminate accounts that violate these Terms, are dormant for long periods, or are reasonably suspected of being compromised. We reserve the right to revoke access at any time if continued access would put other users or the Service at risk.

You agree not to use the Service to:

• file false, frivolous, or misleading grievances;
• harass, threaten, or defame any individual or office;
• upload content that is unlawful, obscene, defamatory, or infringes any third party's rights;
• attempt to gain unauthorised access to any part of the Service, other tenants' data, or our infrastructure;
• scrape, mass-download, or redistribute the public audit ledger except as expressly permitted;
• circumvent rate limits, spam filters, or per-tenant origin allowlists;
• use the Service for commercial advertising, political campaigning beyond constituent service, or any purpose other than its intended use;
• introduce malware, run automated bots without our written permission, or interfere with the Service.

We may, at our sole discretion, remove content, restrict accounts, or refuse service to anyone violating these rules.

When you file a grievance through the Service, you grant the receiving tenant office a limited licence to receive, process, route, store, and act upon your complaint, and to publish a redacted version of it on that office's public audit page in accordance with our Privacy Policy.

You retain ownership of your complaint content. You represent that everything you submit is true to the best of your knowledge and does not infringe any third-party rights. Filing a knowingly false grievance may attract liability under Indian law and disqualify you from further use of the Service.

A tenant office is the data controller for the grievances filed with it; we are the data processor. The tenant decides who within their team has access, how cases are routed, how quickly they are responded to, and what is published on the audit page.

The tenant warrants that it has the legal authority to process the personal data of citizens filing with it, that it will respond to citizens' rights requests in accordance with the Digital Personal Data Protection Act, 2023, and that it will use the Service in compliance with all applicable laws — including rules around political campaigning, election codes of conduct, and the handling of public records.

Tenants pay a recurring subscription fee in Indian Rupees, as set out in the Order Form or subscription page applicable to the tenant. Fees may be billed monthly, quarterly, or annually as agreed.

Certain message-based costs (most notably WhatsApp Business API conversation charges levied by Meta) are charged at cost or with a small handling margin and appear separately on the invoice. These pass-through charges are subject to change by the upstream provider; we will pass on the change without markup.

All fees are exclusive of GST and other applicable taxes, which will be added at the prevailing rate. Late payments accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is lower. We may suspend the Service for accounts more than thirty (30) days overdue.

Refunds are governed by our Refund Policy.

The Service, including all software, design, brand elements, and documentation, is owned by Scorpyns and protected by Indian and international intellectual property laws. We grant the tenant a non-exclusive, non-transferable, revocable licence to use the Service during the subscription period, for the purposes of operating the tenant's grievance redressal function — and nothing more.

Feedback, suggestions, and improvement ideas you share with us may be used by us without restriction or obligation, including in future versions of the Service.

We aim for high availability and operate the Service on infrastructure designed for that purpose. We do not, however, guarantee uninterrupted access. Scheduled maintenance, infrastructure issues, third-party outages (including from Meta, Google, or our hosting providers), force majeure events, and emergency security patches may cause downtime.

Where a tenant's Order Form includes a service-level commitment, that document governs availability. Otherwise, the Service is provided on a reasonable-efforts basis.

A tenant may terminate the Service at any time by giving written notice to [email protected]. Termination takes effect at the end of the current billing period; there is no pro-rata refund except as stated in the Refund Policy.

We may terminate or suspend the Service immediately for material breach of these Terms, non-payment, illegal use, or where continued operation would create a legal or security risk for us or other users. On termination, the tenant remains responsible for fees accrued up to that point.

On termination, we will, on written request, provide an export of the tenant's grievance data within thirty (30) days. After ninety (90) days from termination, we may delete tenant data, subject to any legal hold.

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied, or statutory — including warranties of merchantability, fitness for a particular purpose, non-infringement, or that the Service will be uninterrupted, error-free, or completely secure.

Decisions about what action to take on a grievance are made by the tenant office and the relevant department officer, not by us. We are a tool that helps them decide; we do not decide for them.

To the maximum extent permitted by Indian law, in no event will Scorpyns, its directors, employees, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenues, data, or goodwill, arising out of or related to your use of the Service, regardless of the legal theory.

Our total aggregate liability arising out of or in connection with these Terms and the Service, regardless of the cause of action, is limited to the total fees paid by the tenant to us in the twelve (12) months immediately preceding the event giving rise to the claim. For citizens using the Service free of charge, our aggregate liability is limited to INR 1,000.

You agree to indemnify and hold harmless Scorpyns, its affiliates, directors, employees, and agents from and against any third-party claim, loss, liability, damage, or expense (including reasonable legal fees) arising out of or related to (i) your breach of these Terms, (ii) your violation of any law, or (iii) content you submit to the Service.

These Terms are governed by the laws of India, without regard to conflict-of-law principles. Subject to the next paragraph, the courts of the courts of Chandigarh, India have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service.

The parties will first attempt to resolve any dispute through good-faith negotiation. If unresolved within thirty (30) days, the dispute will be referred to arbitration by a sole arbitrator appointed by Scorpyns, conducted in English, seated in Chandigarh, under the Arbitration and Conciliation Act, 1996. Either party may seek interim relief from a competent court at any time.

We may modify these Terms from time to time. Material changes will be notified to tenant administrators by email and posted at this URL at least fourteen (14) days before they take effect. Your continued use of the Service after the effective date constitutes acceptance.

For any questions about these Terms, write to [email protected] or post to:

Scorpyns Technologies Private Limited
2254/4, Pipliwala Town, Sector-13, Manimajra, Chandigarh — 160101, India