Grievance Redressal Policy

This Grievance Redressal Policy is published in compliance with:

• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• Rule 5(8) of the Consumer Protection (E-Commerce) Rules, 2020;
• Section 13 of the Digital Personal Data Protection Act, 2023.

It is read together with our Terms of Service and Privacy Policy.

1. Scope

You may raise a grievance about any of the following:

• a violation of these Terms or our policies by another user, Organiser, or the Company;
• unlawful content on the Platform;
• failure to resolve a refund, ticketing or payment issue through normal support channels;
• violation of your privacy or personal-data rights under the DPDP Act;
• accessibility issues that prevent you from using the Platform.

2. Grievance Officer

The same person also acts as our Data Protection Officer (DPO) under the DPDP Act, reachable at [email protected].

3. How to file a grievance

You may submit a grievance through any of the following channels:

1. Online form at https://meetgrow.in/grievance (recommended; auto-generates a ticket reference).
2. Email to [email protected].
3. Post at the address above.

Please include:

• your name and registered mobile number;
• a description of the issue, with dates and any ticket numbers;
• any supporting screenshots, attachments or correspondence;
• the outcome you are seeking.

If the grievance concerns content posted by another user (or an Organiser), please identify the URL or event ID of the content.

4. Timelines

If complex investigation is required, the Grievance Officer may extend the resolution timeline once, with reasons recorded and communicated to you.

5. Escalation

If you are dissatisfied with the Grievance Officer's response, you may:

• Approach the Grievance Appellate Committee established under Rule 3A of the IT Rules, 2021 — https://www.gac.gov.in
• Approach the Data Protection Board of India under the DPDP Act, 2023 (for personal-data complaints).
• Approach the Consumer Commission having local jurisdiction over you, under the Consumer Protection Act, 2019.

These statutory remedies are independent of, and not waived by, this Policy.

6. Confidentiality and protection from retaliation

• Information you share in a grievance is used only to investigate the issue and is not disclosed to other users except as necessary.
• You will not face retaliation for raising a good-faith grievance.
• We may publish anonymised aggregate statistics about grievance volumes and resolution times in our annual transparency report.

7. Record-keeping

We maintain records of every grievance for at least 3 years after closure, including:

• the date of receipt, acknowledgement and resolution;
• the category of grievance;
• the action taken and the reasoning.

These records are available to regulators on lawful request.

8. Self-help before grievance

For faster resolution, please first try our normal support channels:

• General queries: [email protected]
• Refund issues: "My Bookings" → click "Cancel" / "Need Help"
• Account & login: [email protected]
• Privacy / data download: "My Account" → "Export My Data"

If a support ticket is open for more than 7 days without resolution, you may escalate it to the Grievance Officer.

We are committed to addressing every grievance fairly and promptly.