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Last Updated: June 16, 2026

Effective Date: June 16, 2026

Operating Entity: Minovox Ed Tech Pvt. Ltd. (operating as “Encity”)

Platform Scope: Encity Web Portal (https://encity.in/) and Encity Mobile Application (Google Play Store Ecosystem)

1.0 LEGAL MANDATE & INTERMEDIARY COMPLIANCE

This Grievance Redressal Policy is published in strict compliance with the statutory consumer protection and digital intermediary frameworks of the Republic of India, specifically:

  1. Section 43A and Section 79 of the Information Technology Act, 2000.
  2. Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
  3. Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020.

Under these digital frameworks, Encity (operated by Minovox Ed Tech Pvt. Ltd.) acts as an e-commerce marketplace intermediary directory. We are legally required to maintain a transparent, accessible, and highly structured mechanism to receive, track, and resolve grievances filed by users, service partners, or third-party entities regarding data handling, service deficiencies, content infractions, or platform usage terms.

2.0 SCOPE OF GRIEVANCES COVERED

You possess the legal right to file a formal structural grievance under this policy for any of the following operational incidents:

  • Data Privacy Violations: Unauthorized extraction, processing, or non-deletion of your personal data footprints under the DPDP Act, 2023 guidelines.
  • Content Infractions: The presence of defamatory, obscene, fraudulent, or violent user-generated reviews or business listings hosted at https://encity.in/.
  • Intellectual Property Violations: Unauthorized deployment of your copyrighted photography, proprietary logos, or trademarked assets on a service provider’s storefront.
  • Platform Fraud or Misconduct: Systemic scam listings, systemic bait-and-switch pricing maneuvers, or targeted verbal harassment encountered within our mobile application chat infrastructure.

3.0 DESIGNATED GRIEVANCE REDRESSAL OFFICER

In accordance with the provisions of the Information Technology Act, 2000, and the E-Commerce Rules, 2020, the Company has designated a statutory Grievance Redressal Officer. All formal complaints must be channeled directly to this desk:

  • Designated Officer: Compliance Director / Grievance Officer
  • Corporate Entity: Minovox Ed Tech Pvt. Ltd.
  • Registered Corporate Location: Padrauna, Kushinagar, Uttar Pradesh, Pin Code: 274304, India.
  • Official Escalation Email: support@encity.in
  • Direct Contact Helpline: +91 7905709650
  • Operational Hours: Monday through Saturday, 10:00 AM to 6:00 PM Indian Standard Time (IST).

4.0 FORMAL GRIEVANCE SUBMISSION PROTOCOL

To ensure your grievance is logged accurately, tracked through our technical compliance layers, and resolved within statutory windows, your filing must be sent via email to support@encity.in with the following structural details:

  1. Clear Subject Header: The email subject must explicitly state: FORMAL GRIEVANCE DEPLOYMENT UNDER IT ACT - [Your Profile Name].
  2. User Identification: Your full legal name, authenticated mobile phone number, associated email address, and platform account designation (End-User or Service Provider).
  3. Detailed Narrative of Incident: A concise description detailing the specific infraction, service issue, or non-compliant content item.
  4. Exact Digital Evidence: Provide direct web links (URLs), mobile application screenshots, transaction reference tokens, or timestamped records to allow our compliance department to locate the disputed matter.
  5. Declaration of Truth: A signed statement affirming that: “The information compiled within this grievance is true, accurate, and submitted in good faith. I acknowledge that falsifying claims may trigger legal liability under relevant Indian penal codes.”

5.0 STATUTORY TIMELINES AND TICKET LOGISTICS

Upon receipt of a properly formatted grievance, our department applies the following procedural roadmap:

  • Step 1: System Acknowledgement (Within 24 Hours): The platform generates a unique electronic tracking ticket number and dispatches it to your email address, confirming receipt.
  • Step 2: Emergency Content Review (Within 36 Hours): If the complaint involves content that promotes self-harm, exposes private physical addresses, displays nudity, or threatens national security, it is isolated and disabled within 36 hours.
  • Step 3: Comprehensive Disciplinary Investigation: The Grievance Officer reviews audit logs, interviews affected marketplace counterparties, and evaluates digital parameters against our Terms & Conditions.
  • Step 4: Definitive Resolution (Within 15 Days): In strict accordance with Indian intermediary guidelines, a comprehensive written resolution detailing the investigative outcome and final actions taken is delivered to the complainant within 15 calendar days from the initial filing.

6.0 REMEDIAL JUDICIAL RECOURSE

This grievance framework serves as our internal administrative mechanism for dispute resolution. If you remain dissatisfied with the structural decision or final action rendered by our Grievance Officer, you retain your legal rights to escalate the matter to appropriate state regulatory bodies, consumer dispute redressal forums, or file formal civil actions within the competent jurisdictional courts situated in Padrauna, Kushinagar District, Uttar Pradesh, India.

All requested policy pages (ENC01 through ENC17) have been generated sequentially as standalone, publish-ready compliance documents. Please confirm if you require further refinements or specialized legal adjustments.