Grievance Redressal Policy

1) Definitions (plain-English)

• Grievance: A formal complaint that remains unresolved after initial support interaction, or that alleges a rights violation (consumer rights, privacy, IP, safety).
• Support ticket: An ordinary service request resolved by frontline support (e.g., status update, how-to).
• Complainant: The person/entity filing a grievance.
• Grievance Officer (GO): UniToko official responsible for intake, investigation oversight, and resolution/escalation of grievances.

2) Roles & contact channels

A. Primary support (Level 1)

• In-app: Orders → Help & Support (fastest for order issues).
• Email: support@unitoko.com
• Hours: 9:00–20:00 IST (Mon–Sat), emergency abuse/security 24×7 via §12.

B. Grievance Officer (Level 2)

Name: Ejajul Seikh
Email: grievance@unitoko.com
Postal: 83, DDA Flats, Masjid Moth Phase-2 ,New Delhi-110048, India
Phone (optional): +91- 8287172111

Contact the GO if Level 1 did not resolve your issue or if your complaint involves rights violations (privacy, consumer harm, IP, safety, illegal content).

C. Additional specialist mailboxes

• Privacy/Data requests: privacy@unitoko.com (see §10)
• IP/Copyright & trademark: ip@unitoko.com (see §11)
• Security/abuse (urgent): security@unitoko.com (see §12)

3) What issues this covers (illustrative)

• Orders & fulfillment: delivery delays, damaged/incorrect items, missing items, RTO disputes.
• Returns & refunds: policy interpretation, QC disagreements, refund delays.
• Store conduct & product authenticity: suspected counterfeit, safety concerns, misleading claims.
• Pricing & charges: overcharge, fee transparency (including shipping/handling).
• Account actions: wrongful suspension/blocks, coin/coupon revocation disputes.
• Accessibility & language support in using the platform.
• Privacy or data rights (access, deletion, correction, consent), IP infringement, security/abuse (spam, fraud, impersonation).

4) What to include in a grievance

Please provide enough detail so we can investigate quickly:

• Your details: full name, contact email/phone, UniToko account ID (if any).
• Order details: order ID(s), product link(s), Store name(s).
• Issue summary: what happened, when, who you interacted with.
• Evidence: screenshots, photos/video (e.g., damage, labels), chat or email copies.
• Requested remedy: refund, replacement, policy clarification, account reinstatement, etc.
• Prior ticket reference: Level-1 ticket/case ID, if available.

You may file via grievance@unitoko.com or by post to the GO (see §2-B). Keep your subject line clear: Grievance – [Order ID / Topic].

5) Acknowledgement & resolution timelines

• Acknowledgement: We aim to acknowledge your grievance within 24–72 hours of receipt.
• Resolution target: We aim to provide a reasoned resolution or update within 15–30 days, depending on complexity and third-party (Store/carrier/PSP) coordination.
• Urgent categories: safety risks, counterfeit alerts, privacy breaches, or payment fraud are expedited on priority.

These targets align with Indian consumer protection and intermediary norms; statutory timelines (if any) will prevail where stricter.

6) Investigation workflow (how we handle it)

1. Intake & triage by the GO team; we create a case ID and confirm scope.
2. Evidence gathering from you, the Store, the carrier (e.g., Delhivery), PSPs, and UniToko logs.
3. Assessment against the UniToko Baseline (returns/refunds), Store policy, Terms, and applicable law.
4. Decision & remedy (e.g., refund, replacement, fee credit, account action, content removal).
5. Closure note explaining the outcome and how to appeal (see §8).

7) Remedies we can offer (examples)

• Order remedies: refund, replacement, exchange, fee adjustment, reverse shipping label.
• Account remedies: warning removal, reinstatement, or limits lifted.
• Listing actions: edit, suspend, or remove product/store pages; require compliance documents.
• Policy clarifications & training for Stores; communications to affected buyers.
• Escalation to authorities where legally required (e.g., counterfeit, fraud, safety hazards).

8) Appeals & escalation

If you disagree with the decision, reply to the closure note or email grievance@unitoko.com within 7 days quoting your case ID and any new evidence. We will conduct a secondary review by a senior officer. External options (India) include the National Consumer Helpline (1915) or consumer commission per applicable law.

9) Special notes for Sellers/Stores

• Maintain a visible Store policy for returns/refunds and honor the UniToko Baseline at minimum.
• Respond to UniToko information requests within 2 business days; upload QC photos/notes for transparency.
• Provide accurate contact and KYC details; ensure compliance with labeling, warranty, and safety laws.
• Repeated non-cooperation may lead to listing suspension, payout holds, or account termination per the Terms.

10) Privacy & data-protection grievances (DPDP/GDPR/CCPA)

• Use privacy@unitoko.com to exercise rights (access, correction, deletion, withdrawal of consent, portability where applicable).
• We verify identity before processing requests. We aim to respond within 15–30 days or the timeline mandated by your jurisdiction.
• If unresolved, you may escalate to the Data Protection Board of India (once operational/where applicable) or your local authority (EEA/UK/California, as relevant).

11) IP infringement notices (copyright/trademark)

Send notices to ip@unitoko.com containing:

• Your contact details; work/mark claimed; location of infringing material (URLs/order IDs); proof of ownership/authorization; a good-faith statement; and a declaration of accuracy.

We may remove/suspend content or listings while we review; we forward notice details to the alleged infringer for response.

12) Security, fraud & abuse (24×7)

Report impersonation, phishing, payment fraud, malware, scraping, or illegal content to security@unitoko.com with evidence (order IDs, URLs, headers, screenshots). We may freeze accounts, block transactions, and inform competent authorities where required by law.

13) Accessibility & vulnerable-customer support

If you require accessibility accommodations (language, disability, senior citizens), tell us in your message; we can arrange call-backs, assisted filing, or language support subject to availability.

14) Record-keeping & retention

We retain grievance records for at least 24 months from closure (or longer if required by law/litigation). Aggregated analytics help us improve policies and training.

15) Abuse of process & fair use

We may decline or close grievances that are clearly frivolous, malicious, duplicative, or filed in bad faith. Repeated abuse can lead to account restrictions under the Terms. This does not limit your legal rights.

16) Changes to this policy

We may update this policy periodically. The “Last updated” date shows the latest revision. Material changes will be highlighted in-app/on our website.

17) Contact directory

• Level-1 Support: support@unitoko.com (Orders → Help & Support)
• Grievance Officer: grievance@unitoko.com (see §2-B for postal)
• Privacy: privacy@unitoko.com
• IP: ip@unitoko.com
• Security/Abuse: security@unitoko.com

18) Filing templates (optional)

A) General grievance (copy/paste & fill)

Subject: Grievance – [Order ID / Topic]

Body:

• Name & phone:
• UniToko email/ID:
• Order ID(s) / URL(s):
• Issue summary (what/when):
• Evidence attached (photos/video/docs):
• Remedy requested:
• Prior ticket ID (if any):

B) Privacy request

Subject: Privacy Request – [Access/Delete/Correct]
Body: include the email used on UniToko, request type, scope, and any IDs to help locate data.

C) IP notice

Subject: IP Notice – [Copyright/Trademark]
Body: rights holder name, description of work/mark, infringing URL/order ID, ownership proof, good-faith statement, and declaration of accuracy.

Note: This policy is designed for practical clarity and alignment with Indian consumer and intermediary norms. It does not constitute legal advice. Please have counsel review and tailor details (e.g., GO name/contact, Seller timelines) for your specific operations.