Grievance Redressal

1.1. Cashless Technologies India Private Limited ("Cookiee" or "Platform") is committed to providing a fair, transparent, and efficient Grievance Redressal Mechanism for Buyers and Sellers using the Platform. This Policy sets out the procedure for addressing complaints, disputes, or concerns arising out of transactions conducted on or through the Platform.

1.2. This Policy is issued in compliance with applicable Indian laws, including the Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and the Digital Personal Data Protection (DPDP) Act, 2023.

1.3. This Policy does not create any contractual employment relationship, fiduciary duty, or partnership between the Platform and any Buyer, Seller, or third party.

1.4. The Platform functions strictly as an Electronic Commerce Operator and an "Intermediary" as defined under Section 2(1)(w) of the Information Technology Act, 2000. Under no circumstances shall the Platform be deemed to have active participation or control over the sale of goods or services listed by third-party Sellers. The Platform maintains its absolute safe harbor protections under Section 79 of the Information Technology Act, 2000.

2.1. This Grievance mechanism is strictly available to registered Users of the Platform, classified as follows

2.2. Unregistered third parties or entities not directly party to a transaction executed on the Platform are not entitled to invoke this Policy, save as otherwise mandated under applicable intellectual property enforcement or statutory rules.

2.3 any grievance filed on the grounds of buyer’s remorse, accidental selection of an incorrect storage capacity (Such as 128GB instead of 256GB), model generation mistakes, or color preferences is structurally inadmissible and will be rejected automatically without investigation.

3.1. A "Grievance" is defined as any formal complaint, dispute, contestation, or concern raised by an eligible Consumer or Seller concerning platform operations, specific transactions, or policy enforcement.

3.2. An eligible Complainant may file a Grievance on grounds including, but not limited to, the following:

3.2.1. Non-delivery or incomplete delivery.

3.2.2. Supply of defective, counterfeit or damaged products.

3.2.3. Material misrepresentation, misleading product descriptions, or unfair trade practices by a Seller.

3.2.4. Payment settlement discrepancies, delay in payouts, processing failures, or disputed chargebacks/refunds.

3.2.5. Unauthorized access, account suspension, administrative delisting, or restrictive enforcement actions applied by the Platform.

3.2.6. Direct violations of the Platform's Terms & Conditions, Seller Agreements, or applicable laws.

3.3 The deliberate submission of altered packaging, deepfaked photograph records, or returning a dummy unit, block of soap, or alternative handset shell with internal components harvested (such as batteries or camera lenses removed) constitutes a serious criminal offense under the Indian Penal Code and the Information Technology Act, 2000.

Any eligible Complainant executing a dispute under this Policy has the explicit right to:

4.1 Access and utilize the designated formal communication channels of the Platform without restriction.

4.2. Receive a prompt, systematic electronic acknowledgment of the filed Grievance within the statutory timeline.

4.3 Obtain a reasoned, written final decision detailing the grounds for resolution from the Grievance Redressal Officer.

4.4 Submit supplementary declarations, digital logs, media records, or external evidence to support their claims.

4.5 Request a secondary, elevated review through the internal platform Escalation Matrix if dissatisfied with the primary resolution.

The individual or commercial entity against whom a formal Grievance is directed has the right to:

5.1 Receive immediate and explicit electronic notice detailing the nature, transaction context, and specific allegations of the Grievance.

5.2 Be provided with a reasonable operational window to submit a comprehensive written explanation, counter-evidence, or defense.

5.3 Receive an objective, fair, and unbiased evaluation of all submitted facts prior to the implementation of any permanent administrative or punitive action.

5.4 Seek a formal administrative review of any restrictive decisions that impact their operational status, active listings, or pending payment balances.

6.1. The Platform strictly undertakes to execute the following operational mandates:

6.1.1. Appoint a dedicated Grievance Officer in compliance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020.

6.1.2. Provide an electronic acknowledgment for every legitimate Grievance ticket within forty-eight (48) hours of receipt.

6.1.3. Systematically investigate, adjudicate, and resolve all valid Grievances within a maximum period of one (1) month from the original date of filing, in accordance with Rule 5(3)(c) of the Consumer Protection (E-Commerce) Rules, 2020.

6.1.4. Maintain strict neutrality, ensuring that all investigations are carried out in an objective, non-discriminatory, and consistent manner.

6.1.5. Secure and preserve absolute confidentiality regarding dispute records, communications, trade secrets, and user personal data.

6.1.6. Ensure that no arbitrary or summary account suspension or financial clawbacks are executed without due process and adherence to investigation protocols.

6.2 Warranty remittance

6.2.1. In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Platform functions strictly as an intermediary marketplace and does not independently manufacture listed products, and accordingly assumes zero operational product liability or functional warranty ownership over transacted electronics.

6.2.2. Perceived internal component failures, software glitch loops, operating system freezes, battery performance degradation, or hidden circuit defects discovered after an undamaged unboxing sequence do not constitute "Transit Damage."

6.2.3. The Complainant's sole and absolute remedy for post-unboxing technical performance anomalies is to route the physical device directly to the nearest Original Equipment Manufacturer (OEM) Brand-Authorized Service Center (ASC) to invoke the manufacturer’s statutory factory warranty. The Grievance Desk will not process returns or refunds for internal technical bugs.

7.1. Step 1: Formal Submission

7.1.1. Complainants must formally log their Grievance by routing a written communication via email to the designated address: help@cookiee.com

7.1.2. The submission must explicitly include: the unique Transaction ID, user profile data, a meticulous description of the underlying issue, and required objective evidence (such as product photographs, delivery receipts, or communication logs).

7.2. Step 2: Ingestion, Ticket Generation, and Tracking

7.2.1. Upon receipt, the system shall generate a Unique Grievance Ticket Number and deliver it to the Complainant. This unique identifier must be cited in all future correspondence.

7.3. Step 3: Investigation and "Deemed Abandoned" Rule

Step 3.1: The Photograph Rule: For any physical damage claim for an exchange, the absence of a unedited photograph may materially affect the Platform’s ability to efficiently validate the grievance; however, legitimate claims supported through alternative objective evidence may still be reviewed.

Step 3.2: Unique Identifier Matching (IMEI/Serial Tracking): The Grievance Desk is legally barred from authorizing any buyer refund or seller payout reversal unless the unique International Mobile Equipment Identity (IMEI), ICCID, or manufacturer serial number on the returned physical device perfectly matches the outbound digital signature logged by the Merchant into the platform database at the point of packaging fulfillment.

Step 3.3: Software Activation Lockout: If carrier network telemetry or device database logs indicate that the disputed smartphone or electronic device has been powered past the setup wizard, connected to a local network, or synchronized to a personal cloud profile (such as Apple ID, Google Account), the item is legally categorized as "Deemed Accepted and Activated" by the Buyer, and the grievance file shall be immediately closed.

If a Complainant fails to respond or supply requested updates within seven (7) business days from an official inquiry, the ticket shall be legally deemed "Abandoned" and systematically closed on the corporate ledger.

7.4. Step 4: Resolution and Enforcement Action

7.4.1. A detailed, written resolution decision shall be emailed to both parties.

7.4.2. Cookiee reserves the administrative right to execute necessary punitive adjustments against faulty Sellers--including permanent inventory delisting, storefront suspension, or executing complete financial clawbacks/escrow holds--if a Buyer's claim of fraud, counterfeit, or severe non-conformance is validated.

7.5. Step 5: Senior Review and Internal Escalation

7.5.1. If either party remains dissatisfied with the primary resolution, they may request a formal "Senior Review" within seven (7) business days of the initial ticket closure notice.

7.5.2. The decision delivered following the Senior Review shall represent the final internal administrative remedy available within the Platform architecture.

7.6 Upon identifying device substitution, serial manipulation, or digital forgery, the Grievance Officer is authorized and contractually mandated to lock all linked payment balances, permanently freeze the profile, and transfer a comprehensive digital evidence packet, including hardware metadata, transaction signatures, account KYC, and localized IP geo-logs, directly to the Cyber Crime Cell and local police authorities for immediate FIR initiation.

8.1. If a commercial dispute or Grievance cannot be successfully mediated or resolved through the internal escalation procedures, it may be referred to formal and binding Arbitration, subject to overriding consumer protection legal frameworks.

8.2. Such arbitration proceedings shall be governed strictly by the provisions of the Arbitration and Conciliation Act, 1996.

8.3. The legal seat and operational venue for all arbitration proceedings shall be Mumbai, India. All proceedings shall be conducted in the English language. Each participating party shall bear their respective legal fees and overhead costs unless otherwise explicitly determined by the sole arbitrator, mutually appointed by the parties.

8.4. Notwithstanding anything contained in this clause, nothing shall limit, restrict, or prejudice the statutory right of a Buyer to approach an executive Consumer Disputes Redressal Forum, Commission, or authority of competent jurisdiction.

9.1. All records, communications, internal files, logs, draft solutions, and settlements emerging from a Grievance process shall remain strictly confidential. No party shall publicly disclose or leak details of any ongoing dispute.

9.2. Cookiee guarantees that it will not execute any retaliatory actions, commercial downgrades, or arbitrary platform restrictions against any Complainant for raising a valid Grievance in good faith.

9.3. Conversely, any persistent or calculated abuse of the Grievance mechanism, including extortionist claims or systematic document falsification, shall result in immediate, punitive termination of the offending user's account.

10.1. The Complainant explicitly acknowledges that the Platform's administrative involvement is limited strictly to tracking, communication mediation, and data facilitation.

10.2. Since the Platform acts exclusively as an intermediary, it assumes zero liability for the inherent commercial quality, merchantable safety, legal compliance, or functional performance of products.

10.3. The Platform reserves the absolute right to freeze, suspend, or permanently terminate the account of any user who files "Manifestly Unfounded," "Frivolous," or "Vexatious" Grievances intended to disrupt platform processes or harass other users.

10.4. Cookiee retains the legal right to fully recover real administrative overheads, investigative expenditures, and legal costs from any User found to have submitted malicious or fraudulent claims with the clear intent of sabotaging corporate operations.

11.1. In its capacity as a Data Fiduciary under Indian law, the Platform explicitly warrants that all Personal Data collected, processed, or logged during the execution of the Grievance Redressal Mechanism shall be handled strictly for the sole purpose of dispute resolution.

11.2. All operations shall conform directly with the core tenets of the Digital Personal Data Protection (DPDP) Act, 2023, including the principles of "Purpose Limitation" and "Storage Limitation."

11.3. Upon the final administrative conclusion of the dispute resolution process (inclusive of any statutory appeal, audit tracking, or limitation periods), all such transaction-specific personal data fields shall be completely deleted, securely scrubbed, or completely anonymized on the operational databases.

12.1. If any individual provision, sub-clause, or section of this Policy is adjudicated by a court, tribunal, or authority of competent jurisdiction to be invalid, illegal, or completely unenforceable, such specific determination shall not impair, compromise, or invalidate the remaining portions of this Policy. The remainder of this framework shall continue to operate in full force and effect.

13.1. Where a Buyer Grievance is formally validated against a Seller regarding defective, fraudulent, dangerous, infringing, or counterfeit items, the Seller shall entirely indemnify, defend, and hold Cookiee, its directors, employees, and agents harmless against any and all claims, liabilities, damages, losses, operational costs, or legal expenditures.

13.2. This indemnity explicitly covers all actual costs, legal representation fees, or compensatory penalties awarded by any Consumer Forum, statutory court, or regulatory authority arising out of the Seller’s commercial infraction.

In compliance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, the exact contact credentials for the designated Grievance Redressal Officer of the Cookiee platform are detailed below:

Name: Saurabh Jadhav

Designation: Grievance Redressal Officer

Telephone/Support Line: 9321966045

Corporate Mailing Address: Cashless Technologies India Private Limited, A-502, Sagar Tech Plaza, Andheri Kurla Rd, Sakinaka, Opp- Chibber House, Andheri (East), Mumbai - 400072, Maharashtra.

This Policy is integrated into and must be read in conjunction with the general Terms and Conditions and Seller Agreements governing the Cookiee marketplace. The Platform reserves the right to amend or modify this Policy framework node from time to time at its sole operational discretion to adapt to emerging fraud loops or tracking enhancements. Material changes will be notified via the dashboard interface or email seven (7) days prior to taking effect. Continued execution of transactions or account access post-amendment constitutes full, explicit, and unconditional legal acceptance of the revised clauses.