Grievance Redressal Policy

Wayzyy Technologies Private Limited ("Wayzyy", "we", "us", or "our") is committed to operating an open, transparent, and highly accountable e-commerce marketplace. We recognise that our platform users — including guests, property hosts, and event organisers — must have a clear, reliable, and legally secure channel to voice grievances regarding service deficiencies, transaction disputes, safety infractions, or data privacy concerns.

This Grievance Redressal Policy ("Policy") establishes our formal statutory consumer protection framework, designated officer details, and automated dispute timelines. This Policy forms an integral part of Wayzyy's master Terms of Service and must be read alongside the Guest Terms of Service, Host Terms of Service, and Cancellation Policy.

1. Purpose & Legal Compliance Mandate

This Policy is published in strict conformity with the central regulatory codes of the Republic of India:

• Consumer Protection (E-Commerce) Rules, 2020 (Rule 5(9)): Mandating that every e-commerce marketplace explicitly acknowledge, track, and resolve consumer grievances within defined statutory limits.
• Information Technology (Intermediary Guidelines) Rules, 2021 (Rule 3(2)): Requiring the appointment of a resident Grievance Officer in India to address user-generated content defaults, privacy claims, and account sanctions, preserving our Platform Intermediary Safe Harbor under Section 79 of the IT Act, 2000.
• Digital Personal Data Protection (DPDP) Act, 2023 (Section 13): Securing the right of Data Principals to access an effective grievance redressal mechanism managed by the Data Fiduciary.

2. Designated Redressal & Data Protection Infrastructure

Wayzyy has consolidated its legal compliance, user support, and data privacy escalation streams into a centralised, singular point of intake to prevent administrative delays.

Wayzyy's officially designated Data Protection Officer (DPO) & Grievance Officer under Indian law:

• Name & Title: Anant, Director & Data Protection Officer
• Centralized Compliance Inbox: support@wayzyy.com (communications transmitted to specialised internal aliases like grievance@wayzyy.com or privacy@wayzyy.com route instantly into this primary operational queue)
• Corporate Jurisdiction Address: Wayzyy Technologies Private Limited, Ghaziabad, Uttar Pradesh, India
• Core Corporate Portal: wayzyy.com

3. Structural Grievance Classification

Users may approach the Grievance Officer to file formal appeals or escalations touching upon the following compliance domains:

• E-Commerce Service Deficiencies: Unresolved payment failures, systemic payout holds, incorrect credit pack billing deductions, or un-executed cancellation refunds.
• Un-remedied Property Disputes: Material listing misrepresentations, un-vetted property safety issues, or unresolved asset damage mediation claims under Level 3 Review rules.
• Interpersonal & Guideline Breaches: Direct reports concerning discriminatory treatment, host or guest harassment, unapproved indoor surveillance gear, or localised curfew violations.
• Digital Personal Data Grievances: Requests to exercise Data Principal rights under the DPDP Act, including summaries of held records, correction of data points, or complete account erasure commands.
• Technology & Account Sanctions: Appeals against automated keyword flags, content moderation actions, or permanent marketplace account deactivations.

4. Mandatory Statutory Timelines (SLAs)

4.1 Automated Acknowledgment Window — Within 48 Hours. Upon receiving a grievance email at support@wayzyy.com, our system registers a secure compliance ticket and sends an immediate automated response containing a unique Ticket Reference Code, the name and contact coordinates of the Grievance Officer, and an itemised summary of the logged text and a list of requested evidence markers (if any are missing).

4.2 Comprehensive Statutory Disposal Window — Within 15 Days. The Grievance Officer will personally review the documentation, audit the app transaction logs, verify cross-platform communications, and issue a definitive, written resolution response to the complainant within 15 days of the initial intake timestamp.

Exception for Severe Dignity/Privacy Violations: In compliance with Rule 3(2)(b) of the IT Intermediary Guidelines, any grievance alleging the non-consensual publication of intimate imagery, artificial intelligence manipulation (deepfakes), or severe personal privacy breaches will be evaluated immediately, with initial containment actions executed within 24 hours.

5. Step-by-Step Redressal Filing Procedure

To log a formal grievance requiring review by the compliance officer, users must fulfil the following filing protocols:

1. Exhaust Core Support Tracks First: A grievance represents an escalation. Users must first attempt to resolve issues via standard point-to-point communication (Level 1) or baseline support helpdesks (Level 2) as outlined in the Dispute Resolution Policy.

2. Draft the Formal Escalation: Send an email from your registered Wayzyy user account to support@wayzyy.com with the subject line formatted as: "Formal Grievance Escalation — [Your Booking Reference or Unique Account ID]".

3. Provide Verifiable Metrics: The text body must itemise the exact nature of the unresolved issue or operational default, the complete baseline transaction history or ticket codes from previous Level 2 support logs, high-resolution timestamped photographic files or vendor receipts necessary to analyse the case, and a statement of the specific remedy sought (e.g., wallet credit, profile reinstatement, or data modification).

6. Neutral Mediation, Record Retention & Evidence Constraints

Evidence-Led Assessment: The Grievance Officer operates as a neutral fact-finder. Determinations are made strictly based on objective data trails, platform-encrypted messaging strings, and verified financial receipts. Subjective or un-evidenced claims will be dismissed.

Secure Compliance Log Preservation: In absolute conformity with CERT-In data directives and intermediate e-commerce mandates, all records, evidence uploads, chat logs, identity reference keys, and final disposal texts linked to a formal grievance are stored securely in encrypted databases for a mandatory timeline of 5 years, irrespective of individual account deletions.

The Identity Lock: To protect user privacy, grievance interactions are treated as confidential. Evidentiary records are never shared across the network, save for packaging the certified Wayzyy Evidentiary Dossier to assist hosts in filing accelerated civil summary recovery suits under our Damage & Security Policy guidelines.

7. Escalation to Statutory Authorities

Wayzyy's internal grievance resolution framework functions as an accelerated, low-cost platform mechanism to settle community friction. It does not function as a court of law or judicial arbitration. If a user is completely unsatisfied with the Grievance Officer's final 15-day resolution text, they retain the absolute right to escalate the matter to external statutory authorities:

• Civil Recovery & Contract Claims: Filing an accelerated summary suit under Order XXXVII of the Code of Civil Procedure, 1908 before a civil court to recover outstanding property debts.
• The Data Protection Board of India (DPBI): For complaints regarding personal data tracking, tokenisation compliance, or privacy updates under the DPDP Act, 2023.
• The National Consumer Helpline (NCH): Registering complaints for consumer rights violations under the Consumer Protection Act, 2019 via dialing 1915.
• Public Law Enforcement: For issues involving physical safety, threats, or explicit fraud, filed under relevant provisions of the Bharatiya Nyaya Sanhita (BNS), 2023.

8. Policy Amendments

Wayzyy reserves the right to modify this Policy to ensure ongoing alignment with judicial updates, Central Government regulations, and data guidelines across India. Material modifications will be accompanied by a 14-day advance notification pushed directly to your registered email handle or app dashboard. Effective Date: 25 June 2026.