Grievance Redressal Policy

1. Introduction

GoodAdvisor is committed to providing a fair, transparent and efficient grievance redressal mechanism for all users of our platform. This policy has been formulated in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection (DPDP) Act, 2023 of India.

We take all grievances seriously and aim to resolve them in a timely manner to ensure a positive experience for our users, professionals and partners.

2. Scope of This Policy

This grievance redressal mechanism covers complaints related to:

• Services provided through the GoodAdvisor platform
• Quality of work delivered by professionals/experts assigned through our platform
• Payment, billing or refund-related issues
• Privacy and data protection concerns
• Content on the Website that you believe is objectionable, defamatory or violates your rights
• Unauthorized access or misuse of your account
• Any violation of the terms of service or other platform policies
• Conduct of professionals or other users on the platform

3. Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, we have appointed the following Grievance Officer:

The Grievance Officer shall acknowledge receipt of any complaint within 24 hours and resolve it within 15 days from the date of receipt of the complaint, as mandated by applicable law.

4. How to File a Grievance

You may file a grievance through any of the following channels:

• Email: Send a detailed complaint to grievance@goodadvisor.in.
• Support ticket: Log in to your GoodAdvisor account and raise a support ticket from the Help section in your dashboard.
• Written complaint: Send a written complaint by post to our registered office address, attention: Grievance Officer.

When filing a grievance, please include the following information for faster resolution:

• Your full name and registered email address or phone number
• Order ID or reference number (if applicable)
• Detailed description of the grievance or complaint
• Supporting documents, screenshots or evidence (if any)
• Expected resolution or remedy sought

5. Grievance Resolution Process

Our grievance resolution follows a structured, multi-stage process:

Stage 1: Acknowledgement (Within 24 hours)

Upon receipt of your grievance, our team will acknowledge it within 24 hours via email, providing you with a unique complaint reference number for tracking purposes.

Stage 2: Review & Investigation (1-7 business days)

The Grievance Officer or designated team will review your complaint, investigate the matter and may contact you for additional information or clarification if needed.

Stage 3: Resolution (Within 15 days)

A resolution will be communicated to you within 15 days from the date of receipt of the complaint. The resolution may include corrective action, refund, service redo, or any other appropriate remedy.

Stage 4: Escalation (If unresolved)

If you are not satisfied with the resolution provided, you may escalate the matter by writing to legal@goodadvisor.in with the complaint reference number. Escalated complaints will be reviewed by senior management and a final response will be provided within 7 business days.

6. Resolution Timelines

7. Data Protection Grievances

If your grievance relates to the processing of your personal data, privacy concerns, or any matter covered under the Digital Personal Data Protection Act, 2023, you may:

• Contact our Grievance Officer at grievance@goodadvisor.in with the subject line "Data Protection Grievance".
• If the grievance remains unresolved to your satisfaction within the prescribed timeline, you may approach the Data Protection Board of India established under the DPDP Act, 2023.

8. Content-Related Complaints

If you believe any content on our Website infringes your intellectual property rights, is defamatory, or is otherwise objectionable, please notify our Grievance Officer with the following details:

• Identification of the content you find objectionable, with URL/link
• Reason why the content is objectionable or infringing
• Your contact information and identification proof
• A statement that the information in the complaint is accurate and that you are the rights holder or authorized to act on behalf of the rights holder

We will act on valid content complaints within the timelines mandated by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

9. User Obligations

When filing a grievance, you agree to:

• Provide accurate and truthful information in your complaint.
• Cooperate with the investigation process and provide additional information if requested.
• Not misuse the grievance mechanism for frivolous, false or malicious complaints.
• Refrain from using abusive or threatening language in communications.

GoodAdvisor reserves the right to not entertain complaints that are found to be frivolous, vexatious, or made in bad faith.

10. Governing Law

This Grievance Redressal Policy is governed by the laws of India, including the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in India.

11. Contact Us

For all grievances and complaints, please contact: