GRIEVANCE REDRESSAL POLICY

DHARMLOK — www.dharmlok.com

Last Updated: August 18, 2026

This Grievance Redressal Policy is published in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, by Dharmlok Ventures Private Limited ("Company").

1. PURPOSE

1.1 This Policy sets out the mechanism through which Users of the Platform may raise grievances relating to Content, transactions, Services, Vendors, Service Providers, data privacy, or any other matter connected with the Platform, and the manner in which such grievances shall be addressed.

2. GRIEVANCE OFFICER

In compliance with Applicable Law, the Company has appointed the following Grievance Officer:

Name: [Insert Name]

Designation: Grievance Officer

Company: Dharmlok Ventures Private Limited

Registered Address: 12/9, GF, Malviya Nagar, Jaipur, Rajasthan – 302017, India

Email: [Insert Grievance Email]

Phone: [Insert Phone Number]

Working Hours: Monday to Saturday, [Insert Hours] (excluding public holidays)

3. NODAL/COMPLIANCE CONTACT (if applicable)

Where required under Applicable Law, the Company shall also designate a Nodal Contact Person for coordination with law enforcement agencies, whose details shall be published on the Platform.

4. TYPES OF GRIEVANCES COVERED

Users may raise grievances relating to, without limitation:

4.1 Objectionable, unlawful, or policy-violative Content on the Platform;

4.2 Unauthorised use of personal data or privacy concerns;

4.3 Non-delivery, defective, or misrepresented Products;

4.4 Disputes regarding refunds, cancellations, or payments;

4.5 Conduct of a Vendor or Service Provider;

4.6 Any other complaint regarding the functioning of the Platform.

5. COMPLAINT PROCESS

5.1 Grievances may be submitted through:

• (a) The "Help/Support" or "Raise a Complaint" section of the Platform/Application; or
• (b) Email to the Grievance Officer at the address above; or
• (c) Written communication to the Company's registered office.

5.2 The complaint should include: the User's name, registered contact details, order/booking ID (if applicable), a clear description of the grievance, and any supporting evidence (screenshots, documents).

6. TIMELINES

6.1 Acknowledgement: All grievances shall be acknowledged within 24 (twenty-four) hours of receipt.

6.2 Resolution: The Company shall endeavour to resolve grievances within 15 (fifteen) days from the date of receipt, or such shorter period as may be prescribed under Applicable Law for specific categories of complaints (e.g., content takedown requests under the IT Rules, 2021, which shall be actioned within the statutory timelines, including 72 hours for specified categories where mandated).

6.3 For complaints relating to non-consensual explicit content or similar urgent categories under the IT Rules, 2021, the Company shall act within 24 hours of receipt of the complaint.

7. ESCALATION

7.1 If a User is not satisfied with the resolution provided by the Grievance Officer, the User may escalate the matter to [insert escalation contact/senior management email], following which the Company shall provide a final response within a further 15 days.

7.2 Users may also approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or, for data protection grievances, the Data Protection Board of India under the DPDP Act, 2023, if not satisfied with the Company's resolution.

8. RECORD KEEPING

8.1 The Company shall maintain records of all grievances received and their resolution status for the period required under Applicable Law.

9. CONTACT

Dharmlok Ventures Private Limited

Registered Office: 12/9, GF, Malviya Nagar, Jaipur, Rajasthan – 302017, India

CIN: U46901RJ2023PTC088247

Grievance Officer Email: [insert]

Phone: [insert]