Legal

GRIEVANCE REDRESSAL POLICY

Last updated: 1 September 2026

This Policy sets out the mechanism through which a User may raise a grievance, and the manner and timelines within which it will be acknowledged and resolved.

Contents

GRIEVANCE REDRESSAL POLICY

Definitions

Objective

Applicability

Grievance Officer — Appointment and Role

Modes of Filing a Grievance

Categories of Grievances

Acknowledgment Timelines

Resolution Timelines

Escalation Matrix

Grievances Relating to Data Protection

Grievances Relating to Payments and Coins

Grievances Relating to Safety Incidents

Non-Cooperation and Frivolous Complaints

Confidentiality of Grievance Records

Consumer Protection Compliance

Amendment

Governing Law and Jurisdiction

Acceptance