Grievance Redressal, taken seriously.

Purpose

The purpose of this Policy is to provide a transparent mechanism for users to report grievances relating to the use of the Tenanting Platform and to ensure that complaints are addressed efficiently, fairly and in accordance with applicable laws.

Scope

This Policy applies to grievances relating to:

• User accounts
• Subscription services
• Billing and payments
• Refund requests
• Tenant verification services
• Background verification
• Property management services
• Vendor marketplace
• AI-powered services
• Document management
• Data privacy concerns
• Technical issues
• Platform availability
• Communication from Tenanting
• Referral programs
• Promotional campaigns
• Any other services offered by Tenanting

Who May Submit a Grievance

The following may submit grievances:

• Registered property owners
• Tenants
• Co-owners
• Property managers
• Vendors
• Service providers
• Prospective customers
• Business partners
• Any individual whose personal information is processed by Tenanting

What Constitutes a Grievance

Examples of grievances include, but are not limited to:

• Incorrect subscription charges
• Payment failures
• Refund disputes
• Incorrect account suspension
• Failed verification requests
• Delays in verification services
• Data correction requests
• Privacy concerns
• Unauthorized account activity
• Platform defects
• Service interruptions
• Vendor-related disputes
• Physical property management concerns
• AI-generated report concerns
• Referral reward disputes
• Customer support dissatisfaction

Matters Outside the Scope of this Policy

Tenanting may be unable to resolve complaints relating to:

• Disputes between landlords and tenants that do not involve Tenanting services
• Legal disputes regarding tenancy agreements
• Civil or criminal matters between users
• Government decisions relating to police verification or statutory approvals
• Actions taken by independent verification agencies
• Quality or performance of third-party vendor products or services beyond Tenanting's control
• Banking or payment gateway delays
• Court orders or legal proceedings

Such matters may need to be resolved directly between the concerned parties or appropriate authorities.

How to Submit a Grievance

Users may submit grievances through any of the following channels:

• Email
• Customer Support Portal
• Contact Form on the Platform
• Future in-app grievance module

To facilitate timely resolution, users should provide:

• Full Name
• Registered Email Address
• Registered Mobile Number
• User ID (if available)
• Property ID (if applicable)
• Transaction ID (if applicable)
• Verification Reference Number (if applicable)
• Detailed description of the grievance
• Relevant screenshots or supporting documents

Grievance Registration

Upon receiving a grievance, Tenanting may acknowledge receipt, assign a reference number, request additional information where necessary, and classify the grievance based on its nature and severity.

Submission of a grievance does not automatically imply acceptance of the claim.

Investigation Process

Depending on the nature of the grievance, Tenanting may:

• Review platform logs
• Examine payment records
• Verify account activity
• Consult internal teams
• Engage payment gateway partners
• Consult verification agencies
• Coordinate with marketplace vendors
• Review communication history
• Seek clarification from the complainant

Investigations are conducted objectively based on the information available.

Resolution Timelines

Tenanting aims to resolve grievances within the following indicative timelines:

These timelines are indicative and may vary depending on the nature of the grievance, availability of information, involvement of third parties or legal requirements.

Privacy-Related Grievances

Users may raise grievances relating to:

• Access to personal information
• Correction of inaccurate personal information
• Deletion requests
• Withdrawal of consent where applicable
• Unauthorized processing of personal information
• Suspected data breaches
• Complaints regarding handling of personal information

Such grievances shall be handled in accordance with applicable data protection laws, including the Digital Personal Data Protection Act, 2023.

Vendor and Third-Party Services

Certain services available through Tenanting are provided by independent third parties, including verification agencies, payment gateways, banking institutions, government authorities, marketplace vendors and service professionals.

While Tenanting may assist in coordinating grievance resolution, it cannot guarantee the actions, decisions or timelines of independent third parties.

Referral Program Complaints

Complaints relating to referral rewards may include missing referral credits, ineligible referrals, duplicate referrals, and promotional reward disputes. Referral rewards are governed by the applicable Referral Program Terms.

Tenanting reserves the right to determine eligibility for referral rewards and may reject or revoke rewards where fraud, abuse, duplicate accounts, self-referrals or violation of the Terms of Service is detected.

False or Malicious Complaints

Users shall not knowingly submit false complaints, misleading information, forged documentation, frivolous grievances, or abusive communications.

User Responsibilities

Users submitting grievances are expected to:

• Provide accurate information
• Cooperate during investigations
• Respond to requests for clarification
• Avoid duplicate submissions for the same issue
• Communicate respectfully with support personnel

Escalation Process

If a user is dissatisfied with the initial resolution, the grievance may be escalated for further review. Escalated grievances will be independently reviewed by the appropriate internal authority based on the nature of the complaint.

Additional information may be requested during the escalation process.

Grievance Officer

In accordance with applicable Indian laws, Tenanting has designated a Grievance Officer to address user grievances.

Tenanting may update the Grievance Officer's details from time to time by publishing the revised information on the Platform.

Limitation of Grievance Resolution

Tenanting's grievance resolution process is intended to facilitate amicable resolution of concerns. Nothing in this Policy shall:

• Create additional contractual obligations beyond applicable laws
• Waive any legal rights available to Tenanting
• Prevent either party from pursuing remedies available under applicable law

Record Retention

Tenanting may retain grievance records, supporting documents and investigation records for legal compliance, audit purposes, fraud prevention, dispute resolution and internal quality improvement.

Retention periods shall be governed by applicable laws and Tenanting's data retention practices.

Policy Updates

Tenanting reserves the right to amend this Policy to reflect changes in applicable laws, changes in platform functionality, introduction of new services, operational improvements, and regulatory requirements.

The latest version will be published on the Platform and shall become effective upon publication unless otherwise specified.

Contact Us

For grievances, complaints or escalation requests, reach out using the details below, or file a grievance directly using the form.