Grievance Redressal

If something has gone wrong with Niyoos, we want to know and put it right. This page explains how to complain, what we do and how long it takes. It applies to complaints from customers, their members, people whose data is processed through Niyoos, and anyone affected by content or use of the service.

1. Grievance Officer

Varun Avhad, Chief Technology Officer, Loktara Ventures Private Limited Email: grievance@niyoos.com Telephone: +91 96993 51139 Address: 5th Floor, F-547, 8A, Ind. Area, Sector 75, Chandigarh Sector 55, S.A.S. Nagar (Mohali), Rupnagar - 160055, Punjab

The Grievance Officer is designated under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Consumer Protection (E-Commerce) Rules, 2020. The same person answers questions about how we process personal data.

2. What you can complain about

• the service, billing, a charge, a refund or a cancellation;
• how we handle personal data, or a request to access, correct or erase it;
• content or use of the service that you believe breaks the law or our Acceptable Use Policy;
• a security concern (for vulnerabilities, see the Responsible Disclosure page).

3. How to complain

Email grievance@niyoos.com, or write to the address above. Please include:

1. your name and how to contact you;
2. your workspace name, if you have one, and whether you are an Admin;
3. what happened, when, and any receipt number, agent name or screenshot that helps;
4. what you would like us to do.

For a request about your personal data, we may ask you to confirm your identity first, usually by replying from the email address on the account.

4. What happens next and how long it takes

If we need more information, we will ask you, and the time runs from when we receive it. Our reply will explain what we did, or why we did not do what you asked, and what you can do next.

5. If you are not satisfied

You can reply to our decision and ask the Grievance Officer to look again. You also have the right to approach:

• the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), if you are a consumer;
• the Data Protection Board of India, for personal data complaints, once its complaint process is in operation;
• Razorpay or your bank, for a payment dispute;
• the authorities and courts set out in our Terms of Service.

6. Our records

We keep a record of each complaint and our response for at least three years, to show how complaints were handled and to improve the service.