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Grievance Redressal Policy

Document key: grievance_redressal_v1 Version: 1.0.0 Effective date: 2026-05-28

DRAFT — pending legal review. Counsel review required to confirm appointed Grievance Officer (natural person, India-resident).

Prayana publishes this Grievance Redressal Policy in compliance with:

  • Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020;
  • Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
  • Section 10 of the Digital Personal Data Protection Act, 2023.

1. Grievance Officer

  • Name: [To be appointed]
  • Email: simpleaisolutions@prayanaai.com
  • Working hours: 10:00–18:00 IST, Monday–Saturday (excl. public holidays)

REVIEW: counsel required before launch — appoint and publish named Grievance Officer.

2. How to raise a grievance

You can raise a grievance through any of:

  1. In-app: Support → "Raise an issue"
  2. Email: simpleaisolutions@prayanaai.com with subject Grievance — <booking ref>
  3. Post: Simple AI Solutions Private Limited, [registered office], Bengaluru

Please include:

  • your name, registered mobile / email;
  • booking reference (if applicable);
  • a clear description of the issue;
  • any supporting evidence (screenshots, photographs, communication trail).

3. Acknowledgement and resolution timeline

| Step | Timeline | |---|---| | Acknowledgement of grievance | Within 48 hours | | Initial response | Within 7 working days | | Final resolution | Within 30 days |

If the issue is complex and needs additional time, we will update you with the reason and an expected closure date.

4. Escalation

If you are not satisfied with the resolution, you may escalate to:

  • National Consumer Helpline — 1915 — consumerhelpline.gov.in
  • Consumer District Commission — in your district under the Consumer Protection Act, 2019;
  • Data Protection Board of India — for personal-data grievances under the DPDP Act (once operational);
  • CERT-In — for cybersecurity incidents — cert-in.org.in.

5. Categories we handle

  • Booking, cancellation, refund disputes;
  • Service quality complaints against a Partner;
  • Personal-data / privacy complaints;
  • Content takedown requests under IT Rules 2021;
  • Accessibility concerns;
  • Payment failures and chargeback disputes;
  • Safety incidents on Activities or Transport.

6. Mediation and arbitration

Unresolved disputes proceed to mediation under the Mediation Act, 2023 in Bengaluru. If mediation does not resolve the dispute within 90 days, either party may invoke arbitration under the Arbitration and Conciliation Act, 1996 (see Section 12 of the Platform Terms of Use). Consumer Users retain their statutory right to approach consumer fora.

Last updated: 2026-05-28. DRAFT for internal legal review.