Contact us and complaints

1. Who sells TrapFree

TrapFree is made and sold by Ascendify, a Sole Proprietorship of Aman Krishna Gupta, registered in India for GST and as a micro enterprise (Udyam).

Purchases outside India on our website are sold by Paddle.com as merchant of record. Paddle handles the payment, tax and invoice for those sales; you can contact Paddle at paddle.net. For everything about TrapFree itself, contact us.

Purchases in the App Store or Google Play are paid to Apple or Google. Refunds for them go through Apple or Google (see the refund policy); we help with anything else.

2. Customer care

• Email: [email protected]. Please include the phone number or email of your TrapFree account (never a sign-in code) and, for a payment, the receipt number.
• Phone: +91 77778 05446, during customer care hours: Monday to Saturday, 10:00 to 18:00 IST.
• WhatsApp: +91 77778 05446 (username ascendify.pro). Never send a sign-in code there either: we never ask for one.
• By post: Block No. 13, Phase 2, Maa Narmade Nagar, Bilhari, Jabalpur, Madhya Pradesh 482020, India.

3. Make a complaint

If you are not happy with an answer, or want to make a formal complaint about TrapFree, a purchase, or how we handle your personal data:

• use the complaint form, ascendify.pro/trapfree/legal/complaint (the link is at the top of this page). It works without signing in: choose what the complaint is about, say what happened, and give the email address for our acknowledgement and answer. Your name and a receipt or ticket number are optional;
• signed in to your account page, use the same form there (ascendify.pro/trapfree/account/complaint): it adds your account, so you do not have to describe it, and we answer to your account's email address (if your account has none, you may type one);
• write to our grievance officer (below); or
• in the TrapFree app, Settings → Support → Make a complaint: on the Mac, iPhone and iPad a form in the app that works like the one on our website; on Windows and Android it opens this form.

When you use the form, the next screen at once shows your ticket number, the date and time we received your complaint, a copy of your complaint as we recorded it, the grievance officer's name and the date by which we will answer. Print or save it: it is your copy. We also email the acknowledgement:

• to your account's own email address, with the copy of your complaint;
• to an email address typed into the form, with the ticket number and the dates but not your words, and at most 3 times in 24 hours to the same address (your complaint is still recorded and shown on the screen);
• never by SMS. If your account has no email address, the screen is your acknowledgement and we answer by phone.

Grievance officer

Our grievance officer under the Consumer Protection (E-Commerce) Rules 2020, who is also our contact for questions about personal data:

Our promise:

1. Within 48 hours our grievance officer acknowledges every complaint. If you wrote to us instead of using the form, that is when you get your ticket number, the date and time we received your complaint, a copy of your complaint as we recorded it, the grievance officer's name and the date by which we will answer.
2. We resolve every complaint within one month of receiving it, and tell you what we decided and why.
3. Complaints about personal data are handled the same way. The law allows at most 90 days; we aim for one month.

4. Data protection contact

For questions about your personal data or to use your rights (see, correct, delete or export your data; withdraw consent; name someone to act for you), contact Aman Krishna Gupta, [email protected]. The privacy notice explains each right.

5. If you are still not satisfied

You can go to the National Consumer Helpline or a consumer commission at any time. For personal-data complaints, the Data Protection Board of India expects you to use our grievance process first.

• National Consumer Helpline (Government of India): phone 1915 or 1800-11-4000, or online at consumerhelpline.gov.in. You can also file a consumer complaint with a consumer commission, online on the Government of India's e-Jagriti portal, e-jagriti.gov.in. [DECISION: CA-17 — Aman registers Ascendify as a National Consumer Helpline convergence partner before 1 January 2027; then say here that complaints made there reach us]
• Data Protection Board of India, for complaints about personal data, after you have used our grievance process: [link to the Board's complaint page, once the lawyer confirms the official address].
• Outside India: your local consumer authority, and for personal data your local data protection authority (for example in the EU or UK).

6. Representatives outside India

• EU representative: [name and address, once appointed]
• UK representative: [name and address, once appointed]

7. Security problems

To report a security vulnerability, see https://ascendify.pro/.well-known/security.txt or write to [email protected].