Key points
- Use the correct channel for support, privacy, billing, copyright or grievance matters.
- Kaption aims to acknowledge grievances within 24-48 business hours.
- Resolution time depends on complexity, evidence, providers and legal requirements.
- Complaint records are private operational data with limited authorised access.
This summary does not replace the complete policy below.
Kaption is a digital service operated by Yagna Patel, an individual proprietor based in Gujarat, India.
- Trade name
- Kaption
- Legal owner
- Yagna Patel
- Business type
- Individual proprietor
- Business address
- Pavan City Complex, Modasa, Gujarat, India
- Contact email
- support@kaption.in
Grievance Officer Details
- Grievance Officer
- Yagna Patel
- Designation
- Founder and Grievance Officer
- Business hours
- Monday to Friday, 9:30 AM-6:00 PM IST, excluding public holidays
- General support
- support@kaption.in
- Privacy
- privacy@kaption.in
- Consumer grievances
- grievance@kaption.in
- Copyright
- copyright@kaption.in
- Security vulnerabilities
- support@kaption.in
- Normal support issue: use Kaption Support or email support@kaption.in.
- Privacy request: use the Privacy Request Portal, Account Settings (Privacy & Data tab), or email privacy@kaption.in.
- Consumer grievance: use the form in section 5 or email grievance@kaption.in.
- Copyright complaint: use the Copyright and Takedown form or email copyright@kaption.in.
- Security vulnerability: email support@kaption.in.
- Acknowledgement target
- Within 48 hours of receiving a consumer grievance.
- Resolution target
- Kaption targets resolution within one month.
The acknowledgement confirms receipt and provides a reference where the grievance was accepted by the system. It does not mean the issue has already been investigated or resolved.
Kaption aims to resolve a consumer grievance within one month, but does not promise that every complex dispute will be finally resolved within that period. More time may be required where the matter depends on information from the user, an external investigation, a payment-provider or banking review, another platform, fraud or security analysis, legal process, or restrictions on disclosure.
When more time is required, Kaption should provide a status update explaining the current stage and, where reasonably possible, what is needed next.
The form creates a private grievance record with a unique reference, submission time and initial status. If the user is signed in with a valid Kaption session, the backend associates the available user ID with the record.
Kaption validates and sanitises the submission, rejects full payment-card numbers, applies rate limiting, records status changes in an audit trail, and attempts to send both an acknowledgement and a copy to the configured grievance inbox.
Consumer grievance form
Provide enough detail to identify and investigate the issue. Fields marked with an asterisk are required.
A grievance may use the following status values:
- Received
- The complaint was stored and assigned a reference number.
- Acknowledged
- Receipt was formally acknowledged to the complainant.
- Under review
- Kaption is assessing the information or coordinating the investigation.
- Waiting for user
- More information, confirmation or action is required from the complainant.
- Resolved
- Kaption has completed the action or response considered to resolve the grievance.
- Closed
- The grievance record has been closed after resolution, withdrawal, duplication or another documented reason.
Kaption may verify identity or account authority, request clarification, review relevant account and transaction records, coordinate with providers, preserve evidence where required, and communicate an outcome or next step.
Grievance records are not available through a public lookup service. Only authorised staff may retrieve or administer a grievance record.
Authorised staff can retrieve a grievance by reference and update its status, assigned owner and internal status note. Each update records the previous status, new status, administrator identity, time and note in an audit trail. Acknowledgement and resolution timestamps are updated according to the selected status.
Grievance information is private operational data. It is used to receive, acknowledge, investigate, communicate about, resolve and audit the complaint; prevent misuse; handle disputes; and meet legal, accounting, security or regulatory obligations.
Access should be limited to authorised personnel and providers who need the information for complaint handling. Kaption does not expose grievance records publicly. Users should provide only information relevant to the issue and must never submit full card numbers, CVVs, PINs, banking passwords, authentication tokens or private keys.
Under the configured retention schedule, grievance records are reviewed for deletion after 180 days, subject to legal holds, active disputes and required retention.
Further information about access, correction and deletion requests is available in the Privacy Policy.
- Terms of Service for account, billing and dispute terms.
- Privacy Policy for personal-data handling and privacy requests.
- Refund and Cancellation Policy for cancellation and refund requests.
- Acceptable Use Policy for prohibited content and service misuse.
- Copyright and Takedown Policy for rights-owner complaints and counter-notices.
Contact
Formal grievance contact
Use the grievance form or dedicated email for a consumer grievance that requires formal tracking and response.
- Business
- Kaption (operated by Yagna Patel as an individual)
- Registered address
- Pavan City Complex, Modasa, Gujarat, India
- grievance email
- grievance@kaption.in