1. INTRODUCTION

This Grievance Redressal Policy (“Policy”) establishes a structured mechanism for addressing user complaints in a fair, transparent, and time-bound manner. This Policy specifically applies to complaints related to the Platform’s systems, services, policies, or user experience.

1.1 Purpose

The objective of this Policy is to:

• Ensure timely and fair resolution of user grievances
• Maintain transparency and accountability
• Comply with applicable legal and regulatory requirements

1.2 Legal Compliance

Bourmeg (“Platform”) is committed to resolving grievances in compliance with:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Information Technology Act, 2000
• Other applicable Indian laws

1.3 Distinction from Disputes (IMPORTANT)

Users acknowledge that:

• Grievance refers to complaints against the Platform, its systems, policies, or support
• Dispute refers to conflicts between Clients and Vendors regarding services or transactions

Such disputes are governed separately under the Platform’s Dispute Resolution Policy

1.4 Applicability

This Policy:

• Forms an integral part of the Platform’s Terms of Service
• Applies to all Users of the Platform
• Is binding upon continued use of the Platform

1.5 Platform Commitment

Bourmeg ensures that:

• Every valid grievance will be reviewed and processed
• Resolution will be provided based on fairness and internal evaluation

However:

• Resolution does not guarantee a favorable outcome for the complainant
• Decisions shall be made based on facts, evidence, and platform policies

2. SCOPE OF GRIEVANCES

This Policy applies to complaints raised by Users regarding issues related to the Platform’s systems, services, or operations.

2.1 Covered Areas

Grievances may include, but are not limited to:

• Service experience issues related to platform functionality
• Payment, wallet, or refund-related concerns
• Transaction delays or processing issues
• Account-related problems (login, access, restriction, etc.)
• Fraud, misuse, or suspicious platform activity
• Content violations or inappropriate listings
• Privacy or data-related concerns
• Technical issues such as bugs, errors, or system failures

2.2 Exclusions (IMPORTANT)

This Policy does not apply to:

• Disputes between Clients and Vendors
• Service quality disagreements between Users
• Negotiation or contract-related conflicts

Such matters shall be handled under the Platform’s Dispute Resolution Policy

2.3 Platform Discretion

Bourmeg reserves the right to:

• Determine whether a complaint falls within the scope of this Policy
• Reject or redirect complaints that are outside the defined scope

2.4 Misclassification Handling

If a complaint is incorrectly submitted as a grievance but qualifies as a dispute:

• It may be redirected to the appropriate process
• Or may be closed with guidance to re-submit under the correct category

This section ensures clear classification of complaints and prevents misuse or confusion between grievance and dispute processes.

3. GRIEVANCE SUBMISSION PROCESS

Bourmeg provides a structured mechanism for Users to submit grievances through official channels.

3.1 Submission Channels

Users may submit grievances through: (a) Primary Method (Recommended):

• In-app ticket system

(b) Secondary Method:

• Email to the official grievance address

3.2 Ticket System (IMPORTANT)

For grievances submitted via the Platform:

• A unique ticket ID shall be generated
• Users can track the status of their complaint
• All communication shall be linked to the ticket

This ensures:

• Transparency
• Traceability
• Proper record management

3.3 Required Information

Users must provide the following details:

• Name
• Registered mobile number or email
• Clear description of the issue
• Supporting evidence (if applicable)

3.4 Additional Information

Bourmeg may request:

• Additional documents
• Clarifications

To properly review and resolve the grievance

3.5 Incomplete Submissions

If a complaint is:

• Incomplete
• Lacking necessary details

Then:

• It may be delayed
• Or rejected

3.6 Non-Response Handling

If the User fails to provide requested information:

• The grievance may be closed
• After reasonable follow-up or reminders

3.7 Validity of Submission

Only grievances submitted through:

• Official Platform systems
• Authorized communication channels

Shall be considered valid This section ensures that grievances are submitted in a structured and trackable manner for effective resolution.

4. GRIEVANCE REDRESSAL STRUCTURE

Bourmeg follows a structured, multi-level grievance redressal mechanism to ensure fair, transparent, and thorough resolution of user complaints.

4.1 Overview

All grievances shall be processed through a three-level escalation system, depending on complexity and resolution status.

4.2 Level 1 — Customer Support

• Initial review and handling of the grievance
• Basic investigation and resolution attempt

Timeline:

• Acknowledgement within 24 hours
• Initial response within a reasonable timeframe

4.3 Level 2 — Grievance Officer

If the grievance remains unresolved or requires deeper investigation:

• The case is escalated to the Grievance Officer
• Detailed review and evidence analysis is conducted

This level ensures:

• Legal compliance
• Fair and structured evaluation

4.4 Level 3 — Internal Review Authority (IMPORTANT)

For complex, sensitive, or disputed cases:

• The grievance may be escalated to a senior internal authority

This level may involve:

• Advanced review
• Cross-functional evaluation
• Final internal decision-making

4.5 Escalation Conditions

A grievance may be escalated when:

• The User is not satisfied with the response
• The issue requires deeper investigation
• The case involves high-risk or sensitive matters

4.6 Final Decision Authority

Bourmeg retains the right to:

• Make the final decision after internal review
• Conclude the grievance based on available evidence and policies

4.7 Nature of Resolution

Bourmeg ensures that:

• Every valid grievance will be reviewed and resolved

However:

• Resolution shall be neutral and evidence-based
• It may not always be in favor of the complainant

4.8 No External Influence

All decisions:

• Are made independently
• Are not influenced by external pressure

This section ensures a structured and fair grievance handling system with multiple levels of review and final authority control.

5. GRIEVANCE OFFICER DETAILS

In accordance with applicable laws, Bourmeg appoints a Grievance Officer responsible for handling and overseeing grievance redressal.

5.1 Designation

• Designation: Grievance Officer

5.2 Contact Details (TO BE UPDATED)

• Name: [To be Updated]
• Email: legal@bourmeg.com
• Registered Address: [To be Updated]

5.3 Role & Responsibilities

The Grievance Officer shall:

• Oversee grievance handling processes
• Ensure compliance with applicable laws
• Conduct detailed investigation of escalated cases
• Provide fair and unbiased resolution

5.4 Availability

The Grievance Officer shall be:

• Accessible through the official communication channel
• Responsible for handling escalated grievances

5.5 Legal Compliance

This appointment is made in compliance with:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

5.6 Platform Authority

Bourmeg reserves the right to:

• Change or update Grievance Officer details
• Modify contact information as required

This section ensures legal compliance and accountability in grievance handling.

6. TIMELINES

Bourmeg follows defined timelines for grievance handling in accordance with applicable legal requirements while allowing reasonable flexibility for complex cases.

6.1 Acknowledgement Timeline

• All grievances shall be acknowledged within 24 hours of receipt

6.2 Initial Response

• An initial response or update may be provided within a reasonable timeframe
• The timeline may vary depending on the nature and complexity of the grievance

6.3 Resolution Timeline

• Grievances shall be resolved within 15 days from the date of receipt

6.4 Extension for Complex Cases (IMPORTANT)

In cases involving:

• Detailed investigation
• Multiple parties
• Technical or legal complexity

Resolution time may be extended Provided that:

• The User is informed about the delay
• Reasonable justification is provided

6.5 Continuous Communication

Bourmeg may:

• Provide status updates during the resolution process
• Request additional time if required

6.6 No Guarantee of Specific Outcome

While Bourmeg ensures that:

• Every grievance will be processed and resolved

It does not guarantee:

• A specific or favorable outcome for the User

6.7 Platform Authority

Bourmeg retains the right to:

• Define and adjust timelines based on case requirements
• Ensure compliance with legal obligations

This section ensures timely grievance handling while maintaining flexibility for accurate and fair resolution.

7. ESCALATION MECHANISM

Bourmeg provides a structured escalation system to ensure that grievances are reviewed at higher levels when required.

7.1 Escalation Methods

Grievances may be escalated through: (a) User-Initiated Escalation:

• The User may request escalation if not satisfied with the response

(b) System-Based Escalation:

• The Platform may automatically escalate cases based on internal triggers

7.2 Automatic Escalation Triggers

A grievance may be escalated automatically if:

• It remains unresolved within a defined timeframe
• It involves high-risk or sensitive issues
• It requires deeper investigation

7.3 Escalation Levels

Escalation shall follow the defined structure:

• Level 1 → Customer Support
• Level 2 → Grievance Officer
• Level 3 → Internal Review Authority

7.4 User Rights in Escalation

Users have the right to:

• Request escalation
• Seek further review of their grievance

7.5 Final Internal Decision

After escalation:

• The Platform shall conduct a final review
• A conclusive decision shall be made

7.6 External Escalation

If the User is not satisfied:

• They may seek legal remedies through appropriate legal channels

7.7 Platform Authority

Bourmeg retains the right to:

• Decide escalation eligibility
• Determine the level of escalation
• Conclude the grievance after final review

All decisions shall be final and binding within the Platform. This section ensures that grievances are reviewed fairly through a structured escalation process.

8. USER RIGHTS

Bourmeg recognizes the rights of Users to raise grievances and receive fair treatment within the framework of platform policies and applicable laws.

8.1 Right to Raise Grievance

Users have the right to:

• Submit grievances through official channels
• Seek resolution for issues related to the Platform

8.2 Right to Fair Review

Users are entitled to:

• A fair and unbiased review of their grievance
• Consideration based on facts, evidence, and applicable policies

8.3 Right to Escalation

Users may:

• Request escalation of their grievance
• Seek higher-level review if dissatisfied with the initial response

8.4 Right to Information

Users may:

• Receive updates regarding the status of their grievance
• Be informed about major actions taken

However:

• Detailed internal processes or decision logic may not be disclosed

8.5 Right to Timely Handling

Users have the right to:

• Timely acknowledgement and processing of grievances
• Resolution within defined timelines, subject to case complexity

8.6 Right to Neutral Resolution

Users acknowledge that:

• Resolution shall be fair and evidence-based
• It may not necessarily favor the complainant

8.7 Right to Legal Remedy

Users retain the right to:

• Seek remedies through appropriate legal channels
• Approach competent authorities if required

8.8 Limitations of Rights (IMPORTANT)

User rights are subject to:

• Compliance with Platform policies
• Accuracy of submitted information
• Cooperation during the grievance process

8.9 Platform Authority

Bourmeg retains the right to:

• Interpret and enforce user rights
• Limit or restrict rights in case of misuse

All decisions shall be final and binding within the Platform. This section ensures that Users are protected while maintaining platform control and operational integrity.

9. MISUSE & ABUSE OF GRIEVANCE SYSTEM

Bourmeg strictly prohibits misuse of the grievance redressal mechanism and reserves the right to take action against abusive behavior.

9.1 Prohibited Misuse

Users shall not:

• Submit false or misleading complaints
• File repetitive or duplicate grievances without valid reason
• Use the grievance system for harassment or pressure tactics
• Attempt to manipulate outcomes through abuse of the system

9.2 Spam & Excessive Complaints

Bourmeg may take action if a User:

• Submits excessive complaints without valid basis
• Repeatedly raises similar issues after resolution

9.3 Harassment Through Complaints

Users shall not:

• Use grievances to threaten, harass, or intimidate other Users or the Platform
• Attempt to create unnecessary pressure on the system

9.4 Consequences of Misuse

In case of misuse, Bourmeg may:

• Reject or close the grievance
• Restrict grievance submission rights
• Apply penalties
• Suspend or terminate the User account

9.5 Platform Protection

Bourmeg reserves the right to:

• Identify abusive patterns through automated or manual systems
• Take preventive or corrective action

9.6 No Obligation to Entertain Misuse

Bourmeg is not obligated to:

• Process or respond to abusive, irrelevant, or repetitive complaints

9.7 Platform Authority

Bourmeg retains full authority to:

• Determine misuse or abuse
• Enforce necessary actions

All decisions shall be final and binding. This section ensures that the grievance system is used responsibly and not exploited.

10. DATA CONFIDENTIALITY & HANDLING

Bourmeg ensures that all grievance-related data is handled with strict confidentiality and used only for legitimate purposes.

10.1 Confidential Nature of Grievances

All grievance submissions, including:

• User details
• Complaint content
• Supporting documents

Shall be treated as confidential information

10.2 Purpose Limitation

Grievance data shall be used only for:

• Investigation and resolution of complaints
• Internal review and audit
• Legal and regulatory compliance

10.3 Restricted Access

Access to grievance data shall be:

• Limited to authorized personnel
• Controlled through internal security mechanisms

10.4 Data Sharing

Grievance-related data may be shared only:

• With internal teams for resolution purposes
• With legal or regulatory authorities when required by law

10.5 No Unauthorized Disclosure

Bourmeg shall not:

• Disclose grievance data to unauthorized third parties
• Use such data for unrelated purposes

10.6 Data Retention

Grievance records may be:

• Stored for internal reference, audit, and compliance
• Retained for a duration as required by applicable laws

10.7 Security Measures

Bourmeg may implement:

• Data protection and security controls
• Monitoring systems to prevent unauthorized access

10.8 Platform Authority

Bourmeg retains the right to:

• Define data handling practices
• Update confidentiality measures

All actions shall comply with applicable laws. This section ensures secure and responsible handling of grievance-related data.

11. GRIEVANCE CLOSURE & AUTO-CLOSURE

Bourmeg follows a structured process for closure of grievances to ensure efficiency, fairness, and proper record management.

11.1 Normal Closure

A grievance may be marked as resolved and closed when:

• A final resolution has been provided
• Necessary actions have been completed

11.2 User Confirmation (Where Applicable)

In certain cases:

• Users may be asked to confirm satisfaction before closure

However:

• Lack of confirmation shall not prevent closure if resolution is completed

11.3 Auto-Closure (IMPORTANT)

A grievance may be automatically closed if:

• The User fails to respond
• Required information is not provided

Within a reasonable period

11.4 Reminder System

Before auto-closure:

• One or more reminders may be sent to the User
• A final notice may be provided

11.5 Auto-Closure Timeline

If no response is received within:

• A defined period (e.g., 7 days after final reminder)

The grievance may be closed automatically

11.6 Reopening of Grievance

Bourmeg may allow reopening of a closed grievance:

• At its discretion
• If valid justification is provided

11.7 Closure Authority

Bourmeg retains the right to:

• Close grievances after resolution
• Determine whether a case qualifies for closure

11.8 No Obligation Post-Closure

Once a grievance is closed:

• Bourmeg is not obligated to reprocess the same issue
• Repeated complaints may be treated as misuse

11.9 Platform Authority

Bourmeg retains full authority over:

• Closure decisions
• Reopening eligibility

All decisions shall be final and binding. This section ensures efficient handling and proper closure of grievances while maintaining fairness for Users.

12. LIMITATION OF LIABILITY (GRIEVANCE)

This section defines the limitations of Bourmeg’s liability in relation to grievance handling and resolution.

12.1 Scope of Responsibility

Bourmeg shall make reasonable efforts to:

• Review and process grievances
• Provide fair and timely resolution

However:

• It does not guarantee error-free or uninterrupted grievance handling

12.2 No Guarantee of Desired Outcome

While Bourmeg ensures that:

• Every valid grievance will be reviewed and resolved

It does not guarantee:

• That the outcome will be in favor of the complainant

12.3 Limited Liability

To the maximum extent permitted by law:

• Bourmeg’s liability, if any, shall be limited to the specific issue under review

Bourmeg shall not be liable for:

• Indirect or consequential damages
• Loss of opportunity, reputation, or profits

12.4 Delay or Technical Issues

Bourmeg shall not be liable for:

• Delays due to technical issues
• System failures or maintenance
• Delays caused by incomplete information from Users

12.5 User Responsibility

Users agree that:

• They are responsible for providing accurate information
• They must cooperate during the grievance process

12.6 External Factors

Bourmeg shall not be liable for:

• Issues beyond its control
• Third-party dependencies
• Legal or regulatory constraints

12.7 Compliance Actions

Bourmeg shall not be liable for:

• Actions taken for compliance, fraud prevention, or security

12.8 Platform Authority

Bourmeg retains full authority to:

• Define the scope of liability
• Apply limitations as per applicable laws

All provisions shall be binding. This section ensures that grievance handling is protected from undue liability while maintaining fairness.

13. RECORD KEEPING & DOCUMENTATION

Bourmeg maintains records of all grievances to ensure transparency, accountability, and compliance with legal requirements.

13.1 Record Maintenance

Bourmeg may maintain records of:

• Grievance details and submissions
• Communication between User and Platform
• Actions taken and resolution outcomes

13.2 Purpose of Record Keeping

Records may be maintained for:

• Internal review and audit
• Compliance with legal and regulatory requirements
• Dispute reference and evidence

13.3 Retention Period

Grievance records may be retained:

• For a duration as required under applicable laws
• Or as deemed necessary by the Platform

13.4 Format of Records

Records may be stored in:

• Digital formats
• Secure internal systems

13.5 Use of Records

Bourmeg may use grievance records:

• For improving platform systems
• For fraud detection and prevention
• For internal analysis

13.6 No User Access Guarantee

Users acknowledge that:

• Full internal records may not be shared
• Access may be restricted based on internal policies

13.7 Platform Authority

Bourmeg retains the right to:

• Maintain, use, and manage records
• Define retention policies

All decisions shall comply with applicable laws. This section ensures proper documentation and legal traceability of grievance handling.

14. LEGAL COMPLIANCE

Bourmeg ensures that its grievance redressal mechanism operates in compliance with applicable laws, regulations, and legal obligations.

14.1 Applicable Laws

This Policy is aligned with:

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Digital Personal Data Protection Act, 2023
• Any other applicable Indian laws and regulations

14.2 Future Legal Adaptation (IMPORTANT)

Bourmeg may:

• Update grievance handling processes
• Modify internal systems and timelines

To comply with:

• Future legal or regulatory changes
• Government directives or notifications

14.3 Compliance Priority

Legal compliance shall:

• Take precedence over platform processes or user expectations

14.4 Regulatory Cooperation

Bourmeg may:

• Provide grievance-related data to authorities
• Cooperate with regulatory bodies when required

14.5 Officer Accountability

The Grievance Officer shall:

• Ensure compliance with applicable legal requirements
• Oversee grievance resolution timelines

14.6 No Liability for Compliance Actions

Bourmeg shall not be liable for:

• Actions taken to comply with legal obligations
• Restrictions or changes required by law

14.7 Platform Authority

Bourmeg retains the right to:

• Define compliance mechanisms
• Implement necessary changes

All actions shall be in accordance with applicable laws. This section ensures that the grievance system remains legally compliant and adaptable to future regulations.

15. GOVERNING LAW & JURISDICTION

This Grievance Redressal Policy shall be governed and interpreted in accordance with applicable laws.

15.1 Governing Law

This Policy shall be governed by:

• The laws of India

All grievance-related matters shall:

• Be subject to applicable Indian legal provisions

15.2 Jurisdiction

Any legal matters arising from grievances shall be subject to:

• The jurisdiction of courts as determined by Bourmeg’s operational or registered location

15.3 Current Jurisdiction (DEFAULT)

At present, jurisdiction may include:

• Ahmedabad, Gujarat

However:

• This is subject to change based on business or legal requirements

15.4 Future Flexibility (IMPORTANT)

Bourmeg reserves the right to:

• Change jurisdiction
• Shift its operational or registered location

Such changes:

• Shall apply automatically to all Users

15.5 User Acceptance

Users agree that:

• They shall comply with the jurisdiction defined by Bourmeg
• They shall not challenge jurisdiction based on their own location

15.6 Platform Authority

Bourmeg retains full authority to:

• Determine and modify jurisdiction

All decisions shall be final and binding. This section ensures legal clarity while maintaining flexibility for future expansion.

16. MODIFICATIONS & UPDATES

Bourmeg reserves the right to modify, update, or revise this Grievance Redressal Policy at any time.

16.1 Right to Modify

Bourmeg may:

• Update grievance procedures
• Modify timelines or processes
• Revise any part of this Policy

At its sole discretion

16.2 Automatic Acceptance (IMPORTANT)

Users agree that:

• Continued use of the Platform after any update
• Shall constitute acceptance of the modified Policy

No separate consent shall be required

16.3 Effective Date

All changes:

• Shall become effective immediately upon being updated on the Platform

16.4 User Responsibility

Users are responsible for:

• Reviewing the updated Policy periodically
• Staying informed about changes

16.5 No Prior Notice Requirement

Bourmeg may:

• Implement changes without prior notice

However:

• Major updates may be communicated where feasible

16.6 Discontinuation of Use

If a User does not agree with updated Policy:

• The User must stop using the Platform

16.7 Platform Authority

Bourmeg retains the right to:

• Modify any part of this Policy
• Enforce updated terms

All changes shall be binding upon Users. This section ensures flexibility in updating grievance processes while maintaining legal enforceability.

17. PLATFORM AUTHORITY & FINAL CONTROL

This section defines the authority of Bourmeg in managing and enforcing the grievance redressal process, subject to applicable laws.

17.1 Operational Authority

Bourmeg retains the right to:

• Manage and control the grievance redressal system
• Define procedures, workflows, and internal processes

17.2 Decision-Making Authority

Bourmeg shall have the authority to:

• Review and evaluate grievances
• Make decisions based on evidence, internal policies, and applicable laws

Such decisions:

• Shall be fair and reasoned
• May not always be disclosed in full detail

17.3 Interpretation Rights

Bourmeg reserves the right to:

• Interpret this Policy
• Clarify provisions in case of ambiguity

17.4 Enforcement Powers

Bourmeg may:

• Take necessary actions during grievance handling
• Apply restrictions, warnings, or penalties where required

17.5 Limitations of Authority (IMPORTANT)

Bourmeg’s authority shall always:

• Be exercised in accordance with applicable laws
• Not override statutory rights of Users

17.6 No Obligation to Entertain All Requests

Bourmeg is not obligated to:

• Accept or process grievances that are abusive, irrelevant, or outside scope

17.7 Final Internal Authority

Within the Platform:

• Bourmeg shall act as the final internal authority for grievance decisions

17.8 External Rights Preserved

Nothing in this Policy shall:

• Restrict the User’s right to seek legal remedies
• Limit access to courts or regulatory authorities

This section ensures strong platform control while respecting legal boundaries and user rights.

18. FINAL ACKNOWLEDGEMENT & ACCEPTANCE

This section confirms that Users have read, understood, and agreed to this Grievance Redressal Policy and that it is legally binding.

18.1 Acceptance of Policy

By accessing or using the Platform, the User:

• Confirms that they have read and understood this Policy
• Agrees to comply with its terms and procedures

18.2 Legally Binding Nature

This Policy:

• Forms a legally binding agreement between the User and Bourmeg
• Applies from the moment of Platform usage or grievance submission

18.3 Continuous Acceptance

Users acknowledge that:

• Continued use of the Platform
• Shall constitute ongoing acceptance of this Policy and any updates

18.4 Full Responsibility

Users agree that:

• They understand their rights and obligations
• They are responsible for their actions during the grievance process

18.5 No Reliance on External Statements

Users confirm that:

• They have not relied on any external or unofficial representations
• Only this Policy and official communications shall govern grievance handling

18.6 Voluntary Participation

Users acknowledge that:

• They are voluntarily using the grievance system
• They are not under any coercion

18.7 Entire Understanding

This Policy:

• Represents the complete understanding regarding grievance handling
• Overrides any prior communication related to grievances

18.8 Severability

If any provision of this Policy is found invalid:

• The remaining provisions shall continue in full force

18.9 Final Authority Acknowledgement

Users acknowledge that:

• Bourmeg holds final internal authority for grievance decisions
• Such decisions shall be binding within the Platform

18.10 Explicit Consent

By continuing to use the Platform, the User:

• Explicitly agrees to all terms of this Policy
• Accepts the grievance handling process as defined

This section ensures full legal enforceability and user acknowledgment of grievance procedures.