Policy

Dispute Resolution Policy

Escalation ladder from support desk to mediation and arbitration, with defined timelines.

This document is a draft template prepared for internal review. It must be examined, adapted and executed under the guidance of a qualified advocate practising in India, and stamped as required under the applicable State Stamp Act before it becomes binding.

1. Escalation ladder

1.1Step 1 — raise a ticket in the portal. First response within 2 working days, resolution target 10 working days.
1.2Step 2 — escalate in writing to the grievance officer, who responds within 15 working days.
1.3Step 3 — good-faith mediation between authorised representatives within 30 days of failure of Step 2.

2. Arbitration

2.1Unresolved disputes are referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996.
2.2Seat and venue: Bengaluru. Language: English. The award is final and binding.
2.3Undisputed payouts continue during any dispute and are not withheld as leverage.

3. General

3.1Governing law: the laws of India. Courts at Bengaluru, Karnataka shall have exclusive jurisdiction, subject to the Dispute Resolution Policy.
3.2Notices shall be delivered by email to the addresses recorded in the Registration Form and by registered post for termination or settlement notices.
3.3No provision of this document creates an employment, partnership or agency relationship beyond what is expressly stated.
3.4If any clause is held unenforceable, the remainder survives unaffected.
3.5This document, together with the Registration Form and annexed schedules, constitutes the entire understanding between the parties.