Complaints: a clear path to resolution

1. Purpose of this procedure

A complaint is any written expression of dissatisfaction with the platform, the service, a charge, a withdrawal or the conduct of a staff member. InfinitAI commits to handling complaints objectively, confidentially and free of charge, and to learning from them: recurring themes are reviewed quarterly and feed directly into process changes. Raising a complaint never affects your right to withdraw your funds or to close your account.

2. The process, step by step

Stage 1, submission. Send your complaint from your registered email address to [email protected] with the word "Complaint" in the subject line. You receive an acknowledgement with a reference number within one business day.

Stage 2, assessment. The Client Support & Compliance team reads the file, pulls the relevant account history and identifies what needs checking. If information is missing, your handler asks for it once, in a single, complete list.

Stage 3, investigation. Complex cases go to the team responsible for the underlying issue, payments, platform or compliance. The handler remains your single point of contact throughout.

Stage 4, written outcome. You receive a reasoned answer: what we found, what we will do about it, and if applicable, what compensation or correction is offered.

Stage 5, closure or escalation. If you accept the outcome, the case is closed with a written confirmation. If you do not, the escalation route in section 5 is explained to you in the same letter.

3. What you need to provide

To be registered, a complaint must include your full name, the email address of your InfinitAI account, a description of what happened with dates, and any supporting material such as screenshots or transaction references. Please also state the outcome you consider fair: a named goal is much easier to act on than general dissatisfaction. Do not include passwords, one-time codes, full card numbers or identity document scans in a complaint email; if such material is genuinely needed, your handler will request it through the secure channel.

4. Timelines

Acknowledgement with a reference number: within one business day of receipt. Substantive answer: within ten business days of receiving a complete file, in line with our service commitment for Indian users. If an investigation genuinely cannot finish in that window, you receive an interim update before the deadline passes, stating what is still being checked and the expected final date. Interim silence never means a complaint has been dropped; it can always be quoted back to us by its reference number.

5. Escalation and external dispute resolution

If you are not satisfied with the final outcome, reply to the outcome letter within 14 days and the file is escalated to a senior review outside the original handling team, which re-examines the evidence and replies within a further ten business days. Beyond that, users in India may also approach the consumer grievance redressal mechanisms available to them under Indian consumer protection law, including the consumer forums established under the Consumer Protection Act, 2019. Using the internal procedure first usually produces the fastest result, but it is not a precondition for your statutory rights.

6. Our commitments to you

Objectivity: outcomes are decided on evidence from the audit history and payment records, not on who complains loudest. Confidentiality: complaint files are visible only to the handlers and reviewers involved. Transparency: every answer states its reasoning, and an adverse outcome explains what would have needed to be different. Communication: one named handler, proactive updates and no stage that ends without a written response. Independence: the person who caused a complaint is never the person who investigates it. No retaliation: raising a complaint changes nothing about your service level, fees or access to funds.

7. Contact information

Complaints are accepted by email at [email protected], subject line "Complaint", during Monday to Friday, 9:00–18:00 IST (excluding public holidays). Postal submissions are accepted at our Mumbai office, Bandra Kurla Complex, Bandra East, Mumbai 400051, Maharashtra, India, marked for the attention of Client Support & Compliance; email remains the faster route. If you have an active personal manager, you may copy them, and they will help assemble the file, but the reference and the handling always come from the complaints channel itself.