Grievance Redressal

LEGAL BASIS AND SCOPE

The Grievance Redressal and Compliance Framework established by WAAYZY has been developed as a legally structured procedural system intended to ensure compliance with applicable statutory obligations while preserving the intermediary status and liability protections available to the Platform under Indian law. This framework is aligned with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and other applicable legal provisions governing intermediary platforms operating within India.

The Service Seeker expressly acknowledges that this grievance framework exists solely for procedural communication, compliance management, lawful documentation, evidentiary preservation, and operational transparency and does not create any adjudicatory, supervisory, contractual, or compensatory obligation upon WAAYZY.

All grievances submitted through the Platform are recorded, documented, acknowledged, tracked, and processed in a structured and traceable manner to ensure procedural accountability and lawful handling. Such records are maintained to establish due diligence, intermediary compliance, absence of negligence, and good faith conduct by WAAYZY in the event of legal proceedings, regulatory scrutiny, investigations, cyber complaints, or judicial review.

The Service Seeker further acknowledges that grievance handling procedures are intentionally structured to prevent any inference that WAAYZY assumes responsibility for user conduct, service quality, payment disputes, safety incidents, contractual obligations, or transactional outcomes between users.

APPOINTMENT OF GRIEVANCE OFFICER AND AUTHORITY

WAAYZY shall appoint and maintain a designated Grievance Officer responsible for receiving, reviewing, acknowledging, documenting, processing, and responding to grievances raised by Service Seekers. The Grievance Officer shall serve as the official compliance contact for users, regulatory authorities, cyber departments, investigating agencies, and law enforcement authorities.

The details of the Grievance Officer, including official communication details and designated grievance contact channels, may be displayed on the Platform in accordance with applicable laws and compliance requirements.

The Service Seeker expressly acknowledges that the Grievance Officer functions solely in an administrative and compliance-oriented capacity and shall not be construed as a judicial authority, mediator, arbitrator, or enforcement officer for user disputes or service-related claims.

NATURE OF GRIEVANCES AND JURISDICTIONAL LIMITATION

WAAYZY recognizes that grievances may arise in relation to user conduct, service dissatisfaction, payment disputes, booking issues, fraudulent activity allegations, account misuse, safety complaints, communication disputes, technical errors, data-related requests, or misuse of the Platform.

However, the Service Seeker expressly acknowledges that WAAYZY acts solely as a technology intermediary platform and does not adjudicate disputes between users, determine legal liability, verify allegations, supervise services, or assume responsibility for the conduct or actions of users.

Any grievances relating to pricing disputes, refunds, financial claims, service deficiencies, negligence allegations, compensation demands, contractual disagreements, misconduct complaints, or personal disputes between users shall remain strictly between the concerned parties. WAAYZY’s role shall remain limited to procedural documentation, lawful communication handling, intermediary compliance, and platform integrity measures.

WAAYZY shall not function as a mediator, dispute resolution authority, arbitrator, recovery agency, judicial authority, or enforcement forum for disputes between Service Seekers and Service Partners.

GRIEVANCE SUBMISSION AND ACKNOWLEDGEMENT PROCESS

Service Seekers may submit grievances through officially designated grievance channels including the grievance email address, support systems, complaint forms, in-application communication tools, or other official mechanisms established by WAAYZY.

Upon receipt of a grievance, WAAYZY may issue an acknowledgment containing a complaint reference number, timestamp, and internal tracking details solely for procedural and documentation purposes. Such acknowledgment shall not constitute admission of fault, liability, negligence, responsibility, or acceptance of allegations by WAAYZY.

Acknowledgment timelines may vary depending upon operational conditions, complaint complexity, verification requirements, technical circumstances, holidays, volume of requests, or legal considerations.

INITIAL REVIEW AND CLASSIFICATION OF COMPLAINTS

Following submission and acknowledgment, grievances may undergo preliminary classification based upon their nature, including complaints relating to policy violations, technical concerns, financial disputes, data requests, account misuse, safety concerns, legal notices, fraud allegations, or criminal complaints.

This classification process exists solely to determine procedural routing, internal review handling, compliance obligations, and lawful response mechanisms and shall not be interpreted as confirmation of allegations or assumption of liability by WAAYZY.

Where complaints involve alleged misconduct or violations by users, WAAYZY may review whether any Platform policies appear to have been violated and may take precautionary actions including account warnings, restrictions, temporary suspensions, or compliance reviews. Such measures are precautionary and compliance-oriented in nature and shall not constitute legal findings, admissions, or judicial determinations.

RESPONSE MECHANISM AND RESOLUTION APPROACH

WAAYZY may respond to grievances within a commercially reasonable timeframe depending upon the nature, complexity, operational requirements, legal implications, and verification requirements associated with the complaint.

Where grievances relate to technical issues, platform errors, communication failures, or operational matters within the limited control of WAAYZY, reasonable corrective actions may be undertaken where feasible. However, where complaints relate to user conduct, service dissatisfaction, financial disputes, criminal allegations, compensation demands, or contractual disagreements between users, WAAYZY shall clarify that such matters remain solely between the concerned parties and must be independently resolved through lawful channels.

All responses issued by WAAYZY shall remain procedural, neutral, compliance-oriented, and non-adjudicatory in nature and shall not imply legal conclusions, admissions of liability, acceptance of allegations, or assumption of responsibility.

DATA-RELATED REQUESTS AND DPDP COMPLIANCE

Where grievances relate to personal data, access requests, correction requests, deletion requests, consent withdrawal, or other data protection matters, WAAYZY may process such requests in accordance with the Digital Personal Data Protection Act, 2023 and other applicable laws.

WAAYZY reserves the right to verify the identity and authenticity of the requesting user prior to processing any data-related request and may defer, reject, restrict, or partially comply with such requests where retention of data is required for investigations, fraud prevention, evidentiary preservation, legal proceedings, regulatory compliance, audit purposes, intermediary protection, or platform security.

The Service Seeker expressly acknowledges that certain data may continue to be retained notwithstanding account deletion or withdrawal requests where such retention is lawfully required or operationally necessary.

ESCALATION MATRIX AND INTERNAL REVIEW

Where grievances require additional review or remain unresolved, WAAYZY may internally escalate such matters to compliance personnel, technical departments, senior management, legal advisors, or risk assessment teams as deemed appropriate under internal procedures and compliance frameworks.

Such escalation mechanisms are intended solely to ensure lawful handling, consistency of process, procedural accountability, intermediary compliance, and operational review and shall not constitute assumption of liability, dispute adjudication, legal findings, or contractual obligations by WAAYZY.

The Service Seeker expressly acknowledges that all internal escalation decisions, procedural determinations, account review measures, and enforcement actions remain entirely within the operational discretion of WAAYZY.

LEGAL BASIS AND SCOPE

The Grievance Redressal and Compliance Framework established by WAAYZY has been developed as a legally structured procedural system intended to ensure compliance with applicable statutory obligations while preserving the intermediary status and liability protections available to the Platform under Indian law. This framework is aligned with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and other applicable legal provisions governing intermediary platforms operating within India.

The Service Seeker expressly acknowledges that this grievance framework exists solely for procedural communication, compliance management, lawful documentation, evidentiary preservation, and operational transparency and does not create any adjudicatory, supervisory, contractual, or compensatory obligation upon WAAYZY.

All grievances submitted through the Platform are recorded, documented, acknowledged, tracked, and processed in a structured and traceable manner to ensure procedural accountability and lawful handling. Such records are maintained to establish due diligence, intermediary compliance, absence of negligence, and good faith conduct by WAAYZY in the event of legal proceedings, regulatory scrutiny, investigations, cyber complaints, or judicial review.

The Service Seeker further acknowledges that grievance handling procedures are intentionally structured to prevent any inference that WAAYZY assumes responsibility for user conduct, service quality, payment disputes, safety incidents, contractual obligations, or transactional outcomes between users.

APPOINTMENT OF GRIEVANCE OFFICER AND AUTHORITY

WAAYZY shall appoint and maintain a designated Grievance Officer responsible for receiving, reviewing, acknowledging, documenting, processing, and responding to grievances raised by Service Seekers. The Grievance Officer shall serve as the official compliance contact for users, regulatory authorities, cyber departments, investigating agencies, and law enforcement authorities.

The details of the Grievance Officer, including official communication details and designated grievance contact channels, may be displayed on the Platform in accordance with applicable laws and compliance requirements.

The Service Seeker expressly acknowledges that the Grievance Officer functions solely in an administrative and compliance-oriented capacity and shall not be construed as a judicial authority, mediator, arbitrator, or enforcement officer for user disputes or service-related claims.

NATURE OF GRIEVANCES AND JURISDICTIONAL LIMITATION

WAAYZY recognizes that grievances may arise in relation to user conduct, service dissatisfaction, payment disputes, booking issues, fraudulent activity allegations, account misuse, safety complaints, communication disputes, technical errors, data-related requests, or misuse of the Platform.

However, the Service Seeker expressly acknowledges that WAAYZY acts solely as a technology intermediary platform and does not adjudicate disputes between users, determine legal liability, verify allegations, supervise services, or assume responsibility for the conduct or actions of users.

Any grievances relating to pricing disputes, refunds, financial claims, service deficiencies, negligence allegations, compensation demands, contractual disagreements, misconduct complaints, or personal disputes between users shall remain strictly between the concerned parties. WAAYZY’s role shall remain limited to procedural documentation, lawful communication handling, intermediary compliance, and platform integrity measures.

WAAYZY shall not function as a mediator, dispute resolution authority, arbitrator, recovery agency, judicial authority, or enforcement forum for disputes between Service Seekers and Service Partners.

GRIEVANCE SUBMISSION AND ACKNOWLEDGEMENT PROCESS

Service Seekers may submit grievances through officially designated grievance channels including the grievance email address, support systems, complaint forms, in-application communication tools, or other official mechanisms established by WAAYZY.

Upon receipt of a grievance, WAAYZY may issue an acknowledgment containing a complaint reference number, timestamp, and internal tracking details solely for procedural and documentation purposes. Such acknowledgment shall not constitute admission of fault, liability, negligence, responsibility, or acceptance of allegations by WAAYZY.

Acknowledgment timelines may vary depending upon operational conditions, complaint complexity, verification requirements, technical circumstances, holidays, volume of requests, or legal considerations.

INITIAL REVIEW AND CLASSIFICATION OF COMPLAINTS

Following submission and acknowledgment, grievances may undergo preliminary classification based upon their nature, including complaints relating to policy violations, technical concerns, financial disputes, data requests, account misuse, safety concerns, legal notices, fraud allegations, or criminal complaints.

This classification process exists solely to determine procedural routing, internal review handling, compliance obligations, and lawful response mechanisms and shall not be interpreted as confirmation of allegations or assumption of liability by WAAYZY.

Where complaints involve alleged misconduct or violations by users, WAAYZY may review whether any Platform policies appear to have been violated and may take precautionary actions including account warnings, restrictions, temporary suspensions, or compliance reviews. Such measures are precautionary and compliance-oriented in nature and shall not constitute legal findings, admissions, or judicial determinations.

RESPONSE MECHANISM AND RESOLUTION APPROACH

WAAYZY may respond to grievances within a commercially reasonable timeframe depending upon the nature, complexity, operational requirements, legal implications, and verification requirements associated with the complaint.

Where grievances relate to technical issues, platform errors, communication failures, or operational matters within the limited control of WAAYZY, reasonable corrective actions may be undertaken where feasible. However, where complaints relate to user conduct, service dissatisfaction, financial disputes, criminal allegations, compensation demands, or contractual disagreements between users, WAAYZY shall clarify that such matters remain solely between the concerned parties and must be independently resolved through lawful channels.

All responses issued by WAAYZY shall remain procedural, neutral, compliance-oriented, and non-adjudicatory in nature and shall not imply legal conclusions, admissions of liability, acceptance of allegations, or assumption of responsibility.

DATA-RELATED REQUESTS AND DPDP COMPLIANCE

Where grievances relate to personal data, access requests, correction requests, deletion requests, consent withdrawal, or other data protection matters, WAAYZY may process such requests in accordance with the Digital Personal Data Protection Act, 2023 and other applicable laws.

WAAYZY reserves the right to verify the identity and authenticity of the requesting user prior to processing any data-related request and may defer, reject, restrict, or partially comply with such requests where retention of data is required for investigations, fraud prevention, evidentiary preservation, legal proceedings, regulatory compliance, audit purposes, intermediary protection, or platform security.

The Service Seeker expressly acknowledges that certain data may continue to be retained notwithstanding account deletion or withdrawal requests where such retention is lawfully required or operationally necessary.

ESCALATION MATRIX AND INTERNAL REVIEW

Where grievances require additional review or remain unresolved, WAAYZY may internally escalate such matters to compliance personnel, technical departments, senior management, legal advisors, or risk assessment teams as deemed appropriate under internal procedures and compliance frameworks.

Such escalation mechanisms are intended solely to ensure lawful handling, consistency of process, procedural accountability, intermediary compliance, and operational review and shall not constitute assumption of liability, dispute adjudication, legal findings, or contractual obligations by WAAYZY.

The Service Seeker expressly acknowledges that all internal escalation decisions, procedural determinations, account review measures, and enforcement actions remain entirely within the operational discretion of WAAYZY.