GRIEVANCE REDRESSAL POLICY

1. Introduction

PRNV Services (“PRNV Services,” “the Platform,” “we,” “us,” or “our”) operates the website www.prnvservices.com, together with its associated mobile applications, customer portals, and related digital interfaces (collectively, the “Platform”). PRNV Services is a technology-enabled platform that facilitates service discovery, communication, coordination, and connections between Users and independent service professionals who list and advertise their services on the Platform.

This Grievance Redressal Policy (“Policy”) sets out the framework through which PRNV Services receives, acknowledges, reviews, and seeks to resolve grievances, complaints, concerns, feedback, and disputes raised by Users, Service Professionals, Referral Partners, and other stakeholders in connection with their use of, or interaction with, the Platform.

PRNV Services is committed to maintaining a fair, transparent, accountable, and trustworthy digital ecosystem. This Policy reflects that commitment by establishing clear, accessible, and consistent procedures for the submission, handling, and resolution of grievances arising from the use of the Platform.

This Policy should be read together with the PRNV Services Terms & Conditions, Privacy Policy, and other applicable policies published on the Platform, all of which are incorporated herein by reference. In the event of any conflict between this Policy and any other published policy specifically governing the subject matter of a grievance, the more specific policy shall apply to that subject matter, without prejudice to the general grievance-handling framework set out in this Policy.

2. Purpose of this Grievance Redressal Policy

The purpose of this Policy is to:

•       Provide Users, Service Professionals, Referral Partners, and other stakeholders with a clear, accessible, and structured mechanism to raise grievances, complaints, concerns, feedback, or disputes relating to their use of the Platform.

•       Establish defined principles, timelines, and procedures for the acknowledgment, review, investigation, and resolution of grievances.

•       Promote transparency and accountability in the manner in which PRNV Services addresses concerns raised by stakeholders.

•       Ensure that grievances are handled fairly, impartially, and without discrimination.

•       Protect the confidentiality and privacy of individuals involved in the grievance process, to the extent consistent with a fair and effective review.

•       Support compliance with applicable Indian laws, including the Information Technology Act, 2000 and rules made thereunder, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023, to the extent applicable to an intermediary platform of this nature.

•       Foster continuous improvement of Platform governance, operations, and the overall user experience.

3. Scope and Applicability

This Policy applies to all grievances, complaints, concerns, feedback, and dispute-related matters arising from, or in connection with, the use of PRNV Services, including but not limited to grievances relating to:

•       The PRNV Services website (www.prnvservices.com);

•       Mobile applications operated by or on behalf of PRNV Services;

•       Customer portals and dashboards;

•       User accounts and user profiles;

•       Service Professional accounts and listings;

•       Referral Partner accounts and related activity;

•       Communication channels made available on or through the Platform;

•       Reviews, ratings, and feedback systems;

•       Online services and interactive features offered on the Platform; and

•       Information systems and technology infrastructure underlying the Platform.

This Policy is applicable to all categories of stakeholders who interact with the Platform, including Users, Service Professionals, Referral Partners, business partners, and general visitors to the website, in each case to the extent that their grievance arises from interaction with the Platform itself.

This Policy does not extend to, and PRNV Services shall not be responsible for adjudicating, the substantive merits of disputes concerning the actual performance, quality, pricing, or conduct of services rendered by independent service professionals. Such matters remain between the User and the relevant independent service professional, although PRNV Services may, where appropriate and at its discretion, facilitate communication between the parties as described in Section 5 of this Policy.

4. Definitions

For the purposes of this Policy, the following terms shall have the meanings set out below, unless the context requires otherwise:

5. Nature of Platform Services

PRNV Services is a technology-enabled platform that facilitates service discovery, communication, coordination, and connections between Users and independent service professionals. PRNV Services does not itself perform, supervise, or guarantee the underlying services that are offered, advertised, or performed by Service Professionals through the Platform.

In connection with the handling of grievances under this Policy, Users and Stakeholders are requested to note the following:

•       Facilitative role: PRNV Services may facilitate communication and assist in the resolution process between Users and Service Professionals, including by relaying information, requesting clarifications, or coordinating discussions, but PRNV Services is not the provider of the underlying service that is the subject of the grievance.

•       Independence of Service Professionals: Service Professionals, Referral Partners, and other independent third parties who use the Platform are separate and independent entities. They are not employees, agents, representatives, partners, franchisees, or legal representatives of PRNV Services, and nothing in this Policy or in the grievance redressal process shall be construed as creating any such relationship.

•       Responsibility for conduct: Users and Service Professionals remain responsible for their own communications, representations, decisions, and interactions with one another, and for the accuracy and completeness of information they provide on or through the Platform.

•       Scope of PRNV's review: PRNV Services' role in the grievance process is limited to reviewing matters that fall within its reasonable operational control as a technology platform, including Platform functionality, account administration, listing accuracy on the Platform, communication facilitation, and Platform policy compliance.

6. Principles of Grievance Redressal

PRNV Services is guided by the following core principles in the handling of all grievances submitted under this Policy:

6.1 Fairness and Transparency

Every grievance shall be reviewed on its merits, in a fair, objective, and even-handed manner. PRNV Services shall endeavour to keep the complainant reasonably informed of the status of their grievance throughout the review process, subject to the limitations described in this Policy.

6.2 Accessibility and Responsiveness

PRNV Services shall make available multiple, clearly identified channels through which grievances may be submitted, as described in Section 9, and shall endeavour to acknowledge and respond to grievances within the timelines set out in this Policy.

6.3 Confidentiality and Privacy Protection

Information shared in connection with a grievance shall be handled in accordance with the PRNV Services Privacy Policy and shall be disclosed internally only to the extent reasonably necessary to review, investigate, and resolve the grievance, or as otherwise required by applicable law.

6.4 Impartiality and Non-Discrimination

Grievances shall be reviewed impartially and without discrimination on the basis of the complainant's identity, status, or category, and without bias for or against any party to the grievance.

6.5 Accountability and Continuous Improvement

PRNV Services shall maintain appropriate internal records of grievances and their resolution, and shall periodically review grievance trends and outcomes with a view to improving Platform policies, processes, and the overall user experience.

7. Categories of Grievances

This Policy applies to grievances falling within, but not limited to, the following categories. The categorisation below is illustrative and intended to assist Stakeholders in submitting their grievance to the appropriate channel; it does not limit the scope of matters that may be raised under this Policy.

7.1 Account and Registration Issues

Grievances relating to account creation, registration, login or access difficulties, account verification, profile setup, or account-related administrative matters.

7.2 Platform Access and Technical Issues

Grievances relating to website or application functionality, technical errors, downtime, performance issues, or other matters affecting the proper functioning of the Platform.

7.3 Privacy and Data Protection Concerns

Grievances relating to the collection, use, storage, sharing, or processing of personal data, or concerns regarding compliance with the PRNV Services Privacy Policy and applicable data protection law.

7.4 Reviews and Feedback Disputes

Grievances relating to reviews, ratings, or feedback posted on the Platform, including disputes regarding the accuracy, authenticity, or appropriateness of such content.

7.5 Verification and Profile Concerns

Grievances relating to the verification status, accuracy, or display of profile information of Users or Service Professionals on the Platform.

7.6 Communication and Conduct Complaints

Grievances relating to the conduct, communication, or behaviour of another Stakeholder encountered through the Platform's communication channels, including allegations of inappropriate, abusive, or unprofessional conduct.

7.7 Policy Violation Reports

Reports relating to suspected violations of the PRNV Services Terms & Conditions or other published Platform policies by any Stakeholder.

7.8 Intellectual Property Complaints

Complaints relating to the unauthorised use of copyrighted material, trademarks, or other intellectual property on or through the Platform.

7.9 Fraud, Security, or Suspicious Activity Reports

Reports relating to suspected fraudulent activity, unauthorised account access, phishing, impersonation, or other security or fraud-related concerns connected with use of the Platform.

7.10 General Complaints and Suggestions

Any other complaint, concern, feedback, or suggestion relating to the Platform that does not fall squarely within the categories above.

8. Who May Submit a Grievance

A grievance under this Policy may be submitted by:

•       Registered Users of the Platform;

•       Service Professionals who maintain a profile or listing on the Platform;

•       Referral Partners participating in the Platform's referral mechanism;

•       Business partners who interact with PRNV Services in connection with the Platform;

•       General visitors to the website who have encountered an issue in connection with their use of, or access to, the Platform; and

•       Any other person with a legitimate, good-faith concern relating to the Platform, including parents or guardians raising concerns on behalf of a minor, where applicable.

Grievances must be submitted in good faith. PRNV Services reserves the right to decline to process grievances that are frivolous, vexatious, repetitive, abusive, or submitted for an improper purpose, without prejudice to the complainant's right to pursue the matter through applicable statutory or regulatory channels.

9. Methods of Submitting a Grievance

PRNV Services provides multiple channels through which Stakeholders may submit a grievance:

•       Email Support: Grievances may be submitted by email to the designated grievance email address set out in Section 22 (Contact Information).

•       Website Contact Forms: Grievances may be submitted through the contact or grievance submission forms made available on the Platform.

•       Customer Support Channels: Grievances may be raised through the Platform's in-app help section, customer support chat, or published customer support telephone line, where available.

•       Designated Grievance Communication Channels: Grievances may be addressed directly to the Grievance Officer using the contact details published in Section 22 of this Policy.

•       Written Correspondence: Grievances may also be submitted in writing to the registered business address of PRNV Services set out in Section 22.

Stakeholders are encouraged to use the channel most appropriate to the nature and urgency of their grievance. Where a grievance is submitted through a channel other than the designated grievance channel, PRNV Services may redirect the complainant to the appropriate channel for efficient handling.

10. Information Required When Submitting a Grievance

To enable PRNV Services to review and address a grievance effectively, complainants are requested to provide the following information, to the extent applicable and available:

•       Name and contact details: Full name, registered email address, and contact telephone number of the complainant.

•       Account or profile information: Account username, registered mobile number, or profile identifier, where the grievance relates to an account or listing on the Platform.

•       Description of the grievance: A clear and accurate description of the nature of the grievance, including the specific concern being raised.

•  Relevant dates and supporting information: Dates, timestamps, screenshots, transaction or booking references, communications, or other supporting documentation relevant to the grievance.

•       Any other reasonably necessary information: Any further information that may reasonably assist PRNV Services in reviewing and addressing the grievance.

11. Grievance Acknowledgment Procedures

Upon receipt of a grievance through any of the channels described in Section 9, PRNV Services shall endeavour to acknowledge receipt of the grievance within a reasonable period, generally within forty-eight (48) hours of receipt, except where receipt falls on a day that is not a Working Day, in which case acknowledgment shall follow on the next Working Day.

The acknowledgment shall generally include:

•       Confirmation that the grievance has been received;

•       A reference number or identifier for tracking purposes, where applicable;

•       An indication of the next steps in the review process; and

•       Contact details for any follow-up correspondence relating to the grievance.

Acknowledgment of a grievance confirms receipt only and does not constitute any admission of fault, liability, or entitlement to a specific outcome or remedy.

12. Review and Investigation Procedures

Following acknowledgment, PRNV Services shall undertake a fair and objective review of the grievance. The review process may include the following steps, as appropriate to the nature and complexity of the matter:

1.    Preliminary assessment of the grievance to determine its nature, category, and the appropriate internal team or function responsible for review;

2.    Collection and review of relevant information, including information provided by the complainant and, where applicable, records available on the Platform;

3.    Where appropriate, seeking clarification or additional information from the complainant;

4.    Where the grievance involves another Stakeholder, such as a Service Professional, seeking relevant information or comments from that Stakeholder, where reasonably necessary and appropriate;

5.    Assessment of the grievance against applicable Platform policies and, where relevant, applicable law; and

6.    Determination of appropriate next steps, including resolution, escalation, or referral, as set out in Sections 14 and 15 of this Policy.

Resolution timelines may vary depending on the complexity of the matter and the information available for review. PRNV Services shall endeavour to complete the review of most grievances within fifteen (15) Working Days of acknowledgment; however, matters that are complex, require coordination with third parties, or require regulatory input may reasonably take longer. Where additional time is required, PRNV Services shall endeavour to inform the complainant of the anticipated timeline.

13. Communication During the Resolution Process

PRNV Services shall endeavour to maintain reasonable and timely communication with the complainant throughout the review and resolution process. This may include:

•       Providing periodic status updates where the review of a grievance extends beyond the indicative timelines set out in this Policy;

•       Requesting clarification or additional information where reasonably necessary;

•       Informing the complainant of the outcome of the review and any corrective action taken, to the extent such information can be appropriately shared; and

•       Responding to reasonable follow-up queries relating to the status of the grievance.

Where a grievance involves another Stakeholder, PRNV Services shall, consistent with its confidentiality and privacy obligations under Section 17, share only such information as is reasonably necessary to communicate the outcome of the review, and shall not be obligated to disclose internal investigation notes, communications with third parties, or information that could compromise the privacy or rights of any other Stakeholder.

14. Resolution and Corrective Actions

Following review and investigation of a grievance, PRNV Services shall determine appropriate corrective action, where warranted, having regard to the nature of the grievance and the findings of the review. Depending on the nature of the grievance, corrective action may include, where appropriate and within the reasonable operational control of PRNV Services:

•       Correction of inaccurate account, profile, or listing information on the Platform;

•       Removal or modification of content found to violate applicable Platform policies;

•       Technical remediation of Platform functionality issues;

•       Clarificatory communication to the parties involved;

•       Facilitation of further communication between the complainant and a Service Professional or other Stakeholder;

•       Issuance of warnings, restrictions, or other administrative action against a Stakeholder found to have violated applicable Platform policies, in accordance with the Terms & Conditions; and

•       Any other measure considered reasonable and appropriate by PRNV Services in the circumstances.

Certain matters raised in a grievance may require coordination with independent service providers, third parties, or regulatory authorities, where applicable, and the resolution of such matters may accordingly depend on factors outside the direct control of PRNV Services.

15. Escalation Procedures

Where a complainant is not satisfied with the outcome of the initial review, or where a grievance is not resolved within the indicative timelines set out in this Policy, the complainant may escalate the matter in accordance with the following tiered framework:

15.1 Level 1 — Customer Support

Initial grievances are addressed through the Platform's customer support channels, with acknowledgment generally provided within twenty-four (24) hours and resolution targeted within seven (7) Working Days, depending on complexity.

15.2 Level 2 — Grievance Officer

Where a matter is not resolved at Level 1, or where the complainant directly approaches the Grievance Officer, the Grievance Officer shall review the matter, with acknowledgment generally provided within forty-eight (48) hours and resolution targeted within fifteen (15) Working Days, depending on complexity.

15.3 Level 3 — Internal Review

Complex, sensitive, or unresolved matters may be escalated for internal review by appropriate personnel within PRNV Services for further consideration and final internal determination.

15.4 Level 4 — External and Statutory Channels

Where a grievance remains unresolved following the internal process described above, or where the complainant wishes to pursue the matter independently, the complainant may approach applicable statutory or regulatory forums, including consumer dispute redressal commissions under the Consumer Protection Act, 2019, the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, or other competent regulatory or judicial authorities, without prejudice to the dispute resolution and governing law provisions described in Sections 18 and 21 of this Policy.

16. Record Keeping and Documentation

PRNV Services shall maintain appropriate records relating to grievances received and their resolution, including:

•       Documentation of the grievance as submitted by the complainant;

•       Records of acknowledgment, review, and correspondence relating to the grievance;

•       Records of the outcome of the review and any corrective action taken; and

•       Such other records as may reasonably be necessary to demonstrate compliance with this Policy and applicable law.

Such records shall be preserved for such period as may be required under applicable law or as is otherwise reasonably necessary for legal, regulatory, audit, or operational purposes, and shall be handled in accordance with the PRNV Services Privacy Policy. PRNV Services shall periodically review its grievance handling records and procedures with a view to identifying trends and opportunities for improvement, as further described in Section 19.

17. Privacy and Confidentiality Obligations

PRNV Services is committed to protecting the privacy and confidentiality of information shared in connection with a grievance. In handling grievances, PRNV Services shall:

•       Process personal data shared in connection with a grievance in accordance with the PRNV Services Privacy Policy and applicable data protection law;

•       Limit internal access to grievance-related information to personnel who reasonably require such access to review and resolve the matter;

•       Disclose information relating to a grievance to a third party only where reasonably necessary for resolution of the grievance, where required for cooperation with regulatory or law enforcement authorities as described in Section 18, or where required under applicable law; and

•       Take reasonable technical and organisational measures to protect the security of information submitted in connection with a grievance.

Notwithstanding the foregoing, complete confidentiality cannot always be guaranteed where disclosure is reasonably necessary to investigate a grievance, to communicate with another Stakeholder involved in the matter, or to comply with applicable law or a lawful direction of a competent authority.

18. Cooperation with Regulatory Authorities and Law Enforcement

PRNV Services shall cooperate with applicable regulatory authorities, law enforcement agencies, and other competent statutory bodies in connection with grievances, complaints, or investigations, where required to do so under applicable law or pursuant to a valid legal process.

Where a grievance relates to a matter that falls within the jurisdiction of a sector-specific regulator, statutory authority, consumer forum, or law enforcement agency, PRNV Services may, where appropriate, refer the complainant to the relevant authority or forum, in addition to undertaking its own internal review under this Policy.

PRNV Services shall, consistent with applicable law, provide reasonable cooperation and information to such authorities, including in relation to suspected fraud, security incidents, unlawful content, or other matters of regulatory concern.

19. Monitoring and Continuous Improvement

PRNV Services is committed to the continuous improvement of its grievance redressal processes and overall platform governance. To this end, PRNV Services shall:

•       Periodically review grievance trends, categories, and resolution outcomes to identify recurring issues and areas for improvement;

•       Periodically review the adequacy and effectiveness of this Policy and the procedures described herein;

•       Implement reasonable improvements to Platform features, policies, or processes where grievance trends indicate a need for such improvement; and

•       Provide appropriate training and guidance to personnel involved in grievance handling, where applicable.

This ongoing monitoring supports PRNV Services' broader commitment to responsible digital practices, information security, and the protection of users and platform integrity.

20. Amendments and Updates

PRNV Services reserves the right to review, amend, update, or revise this Policy at any time, in its discretion, to reflect changes in applicable law, regulatory requirements, Platform operations, or industry practice.

Any amendment to this Policy shall take effect upon publication of the revised Policy on the Platform, unless otherwise specified. Stakeholders are encouraged to periodically review this Policy to remain informed of its current terms. Continued use of the Platform following the publication of an amended Policy shall constitute acceptance of such amendment.

Where a grievance is pending at the time an amendment to this Policy takes effect, PRNV Services shall, as a matter of fairness, continue to process that grievance in accordance with the procedural framework in effect at the time of its submission, unless the amendment is required to comply with applicable law.

21. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws of the Republic of India, including, where applicable, the Information Technology Act, 2000 and rules made thereunder, the Consumer Protection Act, 2019, and the Digital Personal Data Protection Act, 2023.

Subject to the grievance redressal process described in this Policy and any dispute resolution provisions set out in the PRNV Services Terms & Conditions, the courts at Hyderabad, Telangana, India shall have exclusive jurisdiction over any disputes arising out of or in connection with this Policy.

Nothing in this Policy shall be construed to limit any right that a complainant may have to approach a competent consumer forum, regulatory authority, or other statutory body having jurisdiction over the subject matter of the grievance, in accordance with applicable law.

22. Contact Information

Grievances, complaints, concerns, or feedback relating to this Policy or the Platform may be directed to the Grievance Officer designated by PRNV Services, whose details are set out below:

Stakeholders may also reach PRNV Services through the general customer support channels published on the Platform. For grievances relating specifically to data protection or privacy, Stakeholders may contact the Grievance Officer using the same contact details, in accordance with the PRNV Services Privacy Policy.

Conclusion

PRNV Services remains firmly committed to building and sustaining a secure, transparent, and trustworthy digital ecosystem for all Users, Service Professionals, Referral Partners, and other Stakeholders who engage with the Platform. This Grievance Redressal Policy reflects that commitment by establishing a clear, accessible, and accountable framework for the fair and timely handling of grievances, complaints, concerns, and feedback.

In furtherance of this commitment, PRNV Services reaffirms its dedication to:

•       Ethical and lawful platform governance;

•       Fair and transparent grievance handling;

•       Information security and privacy protection;

•       Responsible digital practices;

•       Protection of users and platform integrity;

•       Building a secure and trustworthy digital ecosystem; and

•       Continuous enhancement of governance, compliance, and user experience.

PRNV Services will continue to review and strengthen its grievance redressal mechanisms in line with evolving regulatory requirements, industry best practices, and the genuine needs of the communities it serves, so as to ensure that every grievance is met with fairness, diligence, and respect.