Grievance Redressal Mechanism

Effective Date: 22-12-2024

At Pozted, we are committed to ensuring a transparent and efficient grievance redressal mechanism to address any concerns or complaints raised by our users (buyers, sellers, or visitors). This document outlines the process to lodge and resolve grievances regarding the use of our platform at www.pozted.com.

1. Objective

This mechanism is designed to:

1. Address user grievances in a fair, transparent, and efficient manner.
2. Resolve complaints promptly within the defined timelines.
3. Ensure compliance with legal and regulatory obligations.

2. Types of Grievances Covered

Users can raise grievances related to:

1. Transactions conducted on the platform.
2. Disputes between buyers and sellers.
3. Violations of Pozted’s policies or terms of use.
4. Technical issues or platform functionality.
5. Privacy concerns or data breaches.
6. Any other concern impacting the user experience on Pozted.

3. Grievance Lodging Process

a. Contacting Support

Users are encouraged to first contact Pozted support via:

• Email: support@pozted.com
• Help Center: Access our support page at www.pozted.com/support

b. Filing a Formal Complaint

If the issue is not resolved through support, users can file a formal grievance by:

1. Sending an email to the Grievance Officer.
2. Including the following details:
   • Full name and contact information.
   • Order ID or reference number (if applicable).
   • A clear description of the grievance.
   • Any supporting documents or evidence.

4. Grievance Officer Details

Pozted has appointed a Grievance Officer to oversee and address complaints.

• Email: grievance.officer@pozted.com

5. Resolution Timelines

1. Acknowledgment: Grievances will be acknowledged within 48 hours of receipt.
2. Resolution: Complaints will be resolved within 15 business days from the date of receipt, unless additional time is required. Users will be informed of delays with reasons.

6. Escalation Process

If users are unsatisfied with the resolution provided by the Grievance Officer, they can escalate their concerns to:

• Email: escalation@pozted.com

7. User Responsibilities

To ensure timely resolution, users are requested to:

1. Provide accurate and complete information when filing grievances.
2. Refrain from using abusive language or making baseless accusations.
3. Cooperate with Pozted during the investigation of grievances.

8. Privacy and Confidentiality

All grievances will be handled with utmost confidentiality. Personal information will only be used for resolving the grievance and will not be shared without the user’s consent unless required by law.

9. Amendments

Pozted reserves the right to update or modify this Grievance Redressal Mechanism at any time. Changes will be communicated through the platform, and continued use of the website constitutes acceptance of the updated policy.

10. Contact Us

For any questions or clarifications about this policy, please reach out to us at support@pozted.com.

Thank you for choosing Pozted. We value your trust and strive to provide a seamless experience.