GRIEVANCE REDRESSAL POLICY

Gigstaan — A Product of Snehmit Business LLP Last Updated: April, 2026

This Grievance Redressal Policy is published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023.

Introduction

This Grievance Redressal Policy (“Policy”) is published by Snehmit Business LLP (“Company,” “we,” “us,” or “our”), the operator of the Gigstaan platform (“Platform”), in compliance with:

Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“IT Rules, 2021”)
Section 79 of the Information Technology Act, 2000 (“IT Act”)
The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020

The Digital Personal Data Protection Act, 2023

This Policy outlines the mechanism through which users of the Platform may file complaints, grievances, or concerns, and the process Gigstaan follows to acknowledge, investigate, and resolve them.

This Policy applies to all users of the Platform — Service Providers, Service Consumers, and any other person who interacts with the Platform.

Scope of Grievances

Users may file grievances relating to, but not limited to, the following:

Content that is defamatory, obscene, threatening, or otherwise violates the Platform’s Terms & Conditions or Community Guidelines
Content that infringes intellectual property rights (copyright, trademark, etc.)
Content that violates the Women Safety & Anti-Harassment Policy
Fake profiles, impersonation, or fraudulent listings
Spam, misleading content, or manipulated reviews

Service & Transaction Grievances

Disputes related to payments, escrow, invoices, or payouts
Issues with cancellations, refunds, or disengagements
Complaints about the quality or delivery of a service booked through the Platform
Breach of the Rules of Disengagement

Privacy & Data Grievances

Concerns about the collection, use, sharing, or storage of personal data
Requests to exercise rights under the Digital Personal Data Protection Act, 2023 (right to access, correction, erasure, or withdrawal of consent)
Suspected data breaches or unauthorised access to personal data

Platform & Technical Grievances

Technical issues, bugs, or errors that affect Platform functionality
Account suspension or termination disputes
Billing or fee-related discrepancies

Safety Grievances

Reports of harassment, abuse, stalking, or any conduct that threatens the safety of a user
Safety grievances are treated with the highest priority and handled under the Women Safety & Anti-Harassment Policy (Section 7A of the Terms & Conditions)

How to File a Grievance

Users may file a grievance through the following channels:

In-App Complaint Form

Navigate to the “Help & Support” section within the Platform
Select “File a Grievance”
Fill in the complaint form with the required details and submit

Email

Send an email to the Grievance Officer at: [grievance email address]

The email should include:

Your full name and registered contact details
Your Gigstaan username or registered email/phone number
A detailed description of the grievance
The name or profile of the user(s) involved (if applicable)
Any supporting evidence (screenshots, transaction IDs, chat records, etc.)
The relief or resolution you are seeking

Completeness of Information

Grievances that are incomplete, vague, or do not provide sufficient information may be returned for clarification, which may delay the resolution process.
Gigstaan reserves the right to request additional information or documentation to process the grievance.

Grievance Resolution Process

Acknowledgement

Every grievance received through the in-app form or email will be acknowledged within 24 hours of receipt.
The acknowledgement will include a unique grievance reference number for tracking purposes.

Classification & Prioritisation

Upon receipt, each grievance will be classified into one of the following priority levels:

Priority	Type	Target Resolution
Critical	Safety concerns, harassment, illegal content, data breaches	Immediate action; resolution within 24–72 hours
High	Payment disputes, escrow issues, account suspension	Resolution within 7 days
Medium	Service quality complaints, refund requests, content takedowns	Resolution within 10 days
Standard	General feedback, technical issues, fee discrepancies	Resolution within 15 days

Investigation

The Grievance Officer or designated team will review the complaint, examine relevant evidence, and if necessary, seek input from the other party involved.
Both parties will be given a fair opportunity to present their side of the matter.
Gigstaan may request additional information from either party during the investigation.

Resolution

Gigstaan will resolve the grievance within 15 days from the date of receipt, in accordance with Rule 3(2) of the IT Rules, 2021.
If the grievance cannot be resolved within 15 days due to complexity or the need for additional information, the complainant will be informed of the delay and provided with an updated timeline.
The resolution will be communicated to the complainant via email or in-app notification, along with a summary of the findings and action taken.

Actions That May Be Taken

Depending on the nature and outcome of the investigation, Gigstaan may take one or more of the following actions:

Removal or disabling of offending content
Issuing a warning to the offending user
Temporary suspension of the offending user’s account
Permanent termination of the offending user’s account
Processing of refunds, payouts, or escrow releases
Reporting the matter to law enforcement authorities
No action (with reasons communicated to the complainant)

Escalation

Internal Escalation

If the complainant is not satisfied with the resolution provided, they may request an escalation by replying to the resolution communication within 15 days of receiving it.
Escalated grievances will be reviewed by a senior member of the Company.

External Escalation

If the complainant remains unsatisfied after internal escalation, they may escalate the matter to:

The Data Protection Board of India established under the Digital Personal Data Protection Act, 2023

The National Consumer Helpline (NCH)
The appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019

The Appellate Committee established by the Central Government under the IT Rules, 2021 (if and when constituted)
The appropriate court of competent jurisdiction in Bengaluru, Karnataka

For all other disputes:

The three-tier dispute resolution process outlined in Section 15 of Gigstaan’s Terms & Conditions (Internal Mediation → Binding Arbitration → Courts in Bengaluru)

Grievance Officer

In compliance with Rule 3(2) of the IT Rules, 2021 and the DPDPA, 2023, Gigstaan has appointed the following Grievance Officer:

Name: Sneha Kanade

Designation: Founder & CEO

Email: support@gigstaan.com

Working hours: Monday to Saturday, 10:00 AM to 6:00 PM IST (excluding public holidays)

Responsibilities:

Receiving, acknowledging, and resolving all grievances in accordance with this Policy
Ensuring compliance with the timelines prescribed under the IT Rules, 2021
Coordinating with law enforcement and government authorities as required
Publishing the Grievance Officer’s contact details prominently on the Platform

Note: As Gigstaan scales, a dedicated Grievance Officer will be appointed separate from the Founder.

Record Keeping & Transparency

Gigstaan shall maintain records of all grievances received, actions taken, and resolutions provided for a minimum period of 3 years from the date of resolution.
These records may be produced before any court, regulatory authority, or law enforcement agency upon lawful request.
Gigstaan will include grievance-related data in its annual compliance summary as outlined in the Intermediary Compliance Statement.

User Obligations

Users are expected to file grievances in good faith and provide accurate and truthful information.
Filing frivolous, vexatious, or false grievances — including false safety complaints — may result in action against the complainant, including account suspension or termination, in accordance with the Terms & Conditions and the Cancellation & Refund Policy (Section 11.2 — False Accusations).
Users must not misuse the grievance process to harass other users or disrupt the Platform.

Modifications to This Policy

Gigstaan reserves the right to modify this Policy from time to time to reflect changes in applicable law, regulatory requirements, or Platform operations.
Material changes will be communicated to users through in-app notifications, email, or a prominent notice on the Platform.

Contact

For any grievance or complaint, please contact:

Email: support@gigstaan.com