1. Scope
This policy covers disputes and grievances relating to the technology services provided by Infinex Corporation("Infinex") — for example, service delivery, invoicing, service levels, data handling or website use.
Disputes about loans or financial transactions. Infinex is a technology partner, not a lender or financial institution. If your dispute concerns a loan, account, EMI, interest, charge, disbursement, repayment or any transaction with a financial institution, please raise it with that institution through its own grievance-redressal process. See Section 6.
2. How to raise a dispute with Infinex
Please contact us first — most issues are resolved quickly and informally.
- Email hello@infinexcorp.iowith the subject line "Grievance" or "Dispute".
- Describe the issue, the outcome you are seeking, and include any relevant reference numbers, invoices or correspondence.
3. Our response timelines
| Stage | What happens | Timeline |
|---|---|---|
| Acknowledgement | We confirm we have received your dispute. | Within 3 business days |
| Investigation & resolution | We review the matter and propose a resolution. | Within 15 business days |
| Escalation | If unresolved, the matter is escalated to senior management. | Within a further 15 business days |
4. Escalation within Infinex
If you are not satisfied with the initial response, you may request escalation by replying to our response and asking for a senior review. We will assign the matter to a senior member of the team who was not involved in the original decision, wherever practicable.
5. Formal dispute resolution
If a dispute cannot be resolved through the steps above, it will be resolved as follows, subject to any specific terms in the applicable Service Agreement:
- Amicable settlement first. The parties will first attempt to settle the dispute through good-faith discussions.
- Arbitration. Failing settlement, the dispute may be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration will be Chennai, Tamil Nadu, and the proceedings will be conducted in English.
- Jurisdiction. Subject to arbitration, the courts at Chennai, Tamil Nadu have exclusive jurisdiction. This policy and any dispute are governed by the laws of India.
6. Disputes about loans and financial transactions
Because Infinex does not provide loans, hold customer funds or operate as a financial institution, it cannot decide disputes about financial products or transactions. If your concern is about a loan or transaction:
- Contact the relevant financial institution (the lender / NBFC) and use its published grievance-redressal process and nodal / grievance officer.
- If unresolved within the timelines mandated by the regulator, you may approach the appropriate forum — such as the RBI Ombudsman scheme — as applicable to that institution.
- Infinex will, where appropriate, support its client with the relevant technical information to help resolve such matters.
7. Grievance contact
For grievances relating to Infinex's services or its handling of personal data, contact our grievance team at hello@infinexcorp.io, Chennai, Tamil Nadu, India. We will respond in line with the timelines above.
8. Changes to this policy
We may update this policy from time to time. The current version is always available on this page.