1. Grievance Redressal Mechanism Overview

A grievance refers to a complaint, concern, or issue raised by an individual or group due to dissatisfaction with a service, product, or the conduct of any party involved on our platform. The grievance may involve matters such as disputes, unresolved transactions, poor service quality, delayed deliveries, unfair treatment, or any other issue that may lead to dissatisfaction.

The grievance redressal mechanism is designed to provide Buyers and Sellers with an easy process for resolving disputes related to their use of the Platform. We encourage prompt reporting of any grievances to ensure that issues are resolved quickly and fairly.

1.1 Scope of Grievances

Buyers and Sellers may file grievances related to:

• Product or service quality issues
• Delivery-related issues
• Payment and refund-related issues
• Seller misconduct or violation of terms
• Violation of privacy or data protection
• Any other disputes related to the use of the Platform

2. Designated Grievance Officer

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 , and other applicable Indian laws, we have appointed a Grievance Officer to oversee and manage the grievance redressal process.

Grievance Officer Details:

• Name: Mr. Lokesh Patel
• Designation: Grievance Officer
• Email: grievance.officer@myyvo.in
• Phone Number: +91 9762 00 4844
• Office Address: 4, Vraj Naitra, Opp Hotel Fog City, Pipeline Road, Anandvalli, Nashik - 422 013

4. Acknowledge and Resolve Grievances

4.1 Acknowledgment of Complaints
Once a grievance is submitted, we will:

• Acknowledge receipt of your grievance within 48 hours of submission.
• Provide you with a unique grievance ID for tracking the status of your complaint

4.2 Resolution Timeline
We aim to resolve grievances as quickly as possible, with the following guidelines:

• Minor Issues (e.g., order status clarification, product information): Resolution within 5 business days.
• Major Issues (e.g., refund disputes, product defects, seller misconduct): Resolution within 15 business days.
• If further investigation is required, we will inform you of the extended timeline and provide regular updates.

4.3 Escalation Procedure

If you are dissatisfied with the resolution provided by our Grievance Officer, you can escalate the issue to an appropriate regulatory authority or seek legal remedy.

For Buyers, we are compliant with the Consumer Protection Act, 2019, and provide the option to file a complaint with the National Consumer Helpline or appropriate consumer forum if the matter remains unresolved.

For Sellers, we ensure compliance with the E-Commerce Rules and will work with the Seller to resolve disputes related to payments, fees, or Platform policies.

5. Dispute Resolution Process

If a grievance cannot be resolved through internal channels, we will:

• Attempt to mediate and resolve the dispute amicably.
• If mediation fails, the grievance will be subject to arbitration, as per the applicable laws in India, and will take place in Nashik, Maharashtra.

6. Record-Keeping and Transparency

We maintain a Grievance Register to record all complaints and their resolutions. The details will include:

• Grievance ID
• Name of the complainant
• Nature of the grievance
• Action taken and resolution status
• Time taken for resolution

This record will be kept for a period of 6 months for transparency and future reference, and can be accessed by regulatory authorities upon request.

7. Communication and Updates

All grievances will be communicated to the complainant via email or through the platform's notification system. We will keep the complainant informed throughout the grievance resolution process.

8. Buyer-Seller Disputes

In case of disputes between Buyers and Sellers, MYYVO acts as an intermediary and will attempt to mediate the dispute. However, in cases where mediation fails, both parties have the right to approach the relevant legal authorities, consumer forums, or arbitration.

9. Legal Compliance

This grievance redressal mechanism is designed in compliance with:

• Consumer Protection (E-Commerce) Rules, 2020 under the Consumer Protection Act, 2019.
• The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 under the Information Technology Act, 2000.
• Any other applicable laws or regulations governing e-commerce and data protection in India.

10. Contact Details

If you have any questions regarding the grievance redressal process or wish to report a grievance, you can contact us at:

LY Ventures LLP

Grievance Officer: Mr. Lokesh Patel

Email: grievance.officer@myyvo.in

Phone: +91 9762 00 4844