Grievance Redressal Policy

1. Purpose of This Policy

I'm Gigger Infotech Private Limited ("I'm Gigger", "we", "our", "us") is committed to ensuring a transparent, fair, and responsive grievance redressal mechanism for all users of the platform.

This Grievance Redressal Policy is framed in compliance with:

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Consumer Protection (E-Commerce) Rules, 2020 (best practice)

The policy outlines the procedure for users to raise concerns and for I'm Gigger to address them in a timely and lawful manner.

2. Scope of This Policy

This policy applies to all users of the I'm Gigger platform, including but not limited to:

• Individual / Guest Users
• Registered MSMEs
• Gig Workers / Students / Agents
• Franchise & Kiosk Operators

It covers grievances related to:

• Account access or suspension
• Ads (Buyer, Seller, Group Buy, Group Sell, Import, Export, Nearby Offers, Bounty Gig)
• Content moderation
• Misuse of platform features
• Privacy or data-related concerns
• Payment-related platform issues (if applicable)
• Any violation of Terms & Conditions

3. Platform Role Clarification (Important)

I'm Gigger acts only as a technology facilitator.

• We are not a buyer, seller, employer, agent, broker, or service provider
• We do not participate in transactions, pricing, delivery, or fulfillment
• Disputes between users must be resolved directly between the concerned parties

Our grievance mechanism addresses platform-related issues only, not commercial disputes.

4. Grievance Officer Details

In accordance with Indian law, I'm Gigger has appointed a Grievance Officer.

📌 The Grievance Officer is responsible for acknowledging, reviewing, and resolving user complaints.

5. How to Raise a Grievance

Users may submit grievances through the following channel:

📧 Email Submission

Send an email to support@imgigger.com with the subject line:
"Grievance – I'm Gigger"

Please include:

• Full name
• Registered email / phone number
• User role (Guest / MSME / Gigger / Franchise)
• Clear description of the issue
• Relevant screenshots or evidence (if any)
• Date of occurrence

Incomplete grievances may delay resolution.

6. Grievance Handling Process

📌 This timeline complies with Rule 3(2) of the Intermediary Guidelines, 2021.

7. Types of Grievances & Resolution Approach

A. Account & Access Issues

• Login problems
• Suspensions due to policy violations
• Verification concerns

➡️ Resolved through internal review and policy compliance checks

B. Ad & Content Complaints

• Misleading ads
• Prohibited content
• Policy violations

➡️ May result in ad removal, warning, or account action

C. Privacy & Data Concerns

• Data usage queries
• Consent withdrawal
• Data correction or deletion requests

➡️ Handled as per Privacy Policy and applicable laws

D. Abuse, Fraud, or Misuse Reports

• Fake listings
• Spam or abuse
• Misrepresentation

➡️ Investigated strictly; action taken where violation is proven

8. Limitations of Redressal

I'm Gigger does not resolve:

• Price disputes between buyers and sellers
• Payment defaults between users
• Delivery, quality, or service disagreements
• Employment or income guarantees

Such matters must be handled directly between the concerned users.

9. False or Malicious Complaints

Submitting false, misleading, or malicious grievances may result in:

• Suspension of account
• Restriction of platform access
• Legal action where applicable

10. Record Retention

All grievances and related communications are recorded and retained as required under applicable Indian laws for audit, compliance, and legal purposes.

11. Policy Updates

I'm Gigger reserves the right to update this Grievance Redressal Policy at any time.

• Changes will be posted on this page
• Continued use of the platform implies acceptance of the revised policy

12. One-Line User Assurance