Grievance Redressal Policy

1. Purpose & legal basis

This Grievance Redressal Policy is published by Poonthottathil Gardenz Fresh LLP ("PGF LLP", LLPIN AAZ-5387, DPIIT DIPP124938), the operator of the West Velocity platform, in compliance with:

• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021");
• Rule 4(4) and 4(5) of the Consumer Protection (E-Commerce) Rules, 2020;
• Section 8 of the Digital Personal Data Protection Act, 2023 (where the grievance relates to personal data); and
• The Consumer Protection Act, 2019.

2. Grievance Officer details

In accordance with Rule 3(2)(a) of the IT Rules 2021 and Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, PGF LLP has appointed the following Grievance Officer:

• Name: Mr. Shabeer Mohammed Poonthottathil
• Designation: Designated Partner & Founder (DIN 09405135)
• Entity: Poonthottathil Gardenz Fresh LLP (LLPIN AAZ-5387)
• Address: Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India
• Email: grievance@west-velocity.com
• Alternate email: shabeer@gardenzfresh.com
• Phone (India): +91 95261 51069
• Working hours: Monday to Saturday, 09:00 to 18:00 IST (excluding public holidays)

The Grievance Officer is a resident of India and is the designated point of contact for users, law enforcement agencies, and government authorities for matters relating to the West Velocity platform.

3. Scope of grievances

You may file a grievance regarding any of the following:

• Violation of these Terms or our Community Guidelines by another user;
• Content that is unlawful, defamatory, infringing, or harmful;
• Account suspension, content removal, or feature restriction imposed on you;
• Personal data breaches or misuse (also see Privacy Policy);
• Marketplace transactions: undelivered orders, defective products, refund disputes, seller misconduct (Consumer Protection (E-Commerce) Rules, 2020);
• Intellectual property infringement (also see IP & Copyright Takedown Policy);
• Any other complaint relating to the Platform.

4. How to file a grievance

Send a written complaint to the Grievance Officer using any of the following channels:

1. Email (preferred): grievance@west-velocity.com
2. Web form: the "Report" button available on every post, profile, group, and product page
3. Postal mail: The Grievance Officer, Poonthottathil Gardenz Fresh LLP, Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India
4. Phone: +91 95261 51069 (followed by written confirmation by email)

Please include in your complaint:

• Your full name, contact details, and West Velocity username (if applicable);
• A clear description of the grievance;
• The URL(s), username, post ID, order ID, or other identifier of the content/transaction in question;
• Date and time of the incident;
• Any supporting evidence (screenshots, invoices, communication);
• For IP complaints, proof of ownership and a statement under penalty of perjury (see IP Policy);
• The remedy you are seeking.

5. Acknowledgement & resolution timelines

In accordance with Rule 3(2)(a) of the IT Rules 2021:

• Acknowledgement: within 24 hours of receipt of the complaint, by email and assignment of a unique Grievance Reference Number;
• Resolution: within 15 days of receipt, with a written explanation of the action taken or reasons if no action is taken;
• Consumer e-commerce complaints (Rule 4(5) of CP E-Commerce Rules): resolved within 1 month of receipt;
• Personal data complaints (DPDP Act 2023): resolved within the period prescribed under the DPDP Act and rules thereunder.

6. Urgent categories (24-hour action)

Per Rule 3(2)(b) of the IT Rules 2021, the following content categories will be removed or disabled within 24 hours of receipt of a valid complaint, where the content is in the nature of:

• Exposing the private area of an individual;
• Showing such individual in full or partial nudity;
• Showing or depicting such individual in any sexual act or conduct;
• Impersonating another person, including using morphed or manipulated images of an individual;
• Child sexual abuse material (CSAM) — in addition to immediate removal, this is reported to the National Cyber Crime Reporting Portal and law enforcement.

7. Internal handling process

1. The Grievance Officer (or trained Trust & Safety analyst acting under their direction) reviews the complaint within 24 hours.
2. For content complaints, the analyst checks the content against the Community Guidelines and Terms of Service.
3. For transactional complaints, the analyst contacts the seller and reviews order/payment records.
4. Where evidence supports the complaint, action is taken (content removal, account warning, suspension, refund processing, refund mediation, etc.).
5. The complainant receives a written response with the Grievance Reference Number, action taken, and right of appeal.
6. The decision and supporting evidence are recorded in the grievance register.

8. Appeals & escalation

If you are not satisfied with the resolution, you may:

• Appeal internally within 14 days of receiving the resolution by writing to grievance@west-velocity.com with subject "Appeal — [Grievance Reference Number]". The appeal will be reviewed by a person not involved in the original decision and a final response issued within 15 days.
• Escalate to the Grievance Appellate Committee constituted under Rule 3A of the IT Rules 2021, by filing an appeal at gac.gov.in within 30 days of the impugned decision.
• Approach the Data Protection Board of India for personal-data grievances under the DPDP Act 2023.
• Approach a Consumer Forum or the National Consumer Helpline (1915 / consumerhelpline.gov.in) for unresolved consumer complaints.

9. Consumer e-commerce grievances

For complaints relating to a marketplace transaction (delivery, refund, defective product, seller misconduct), in addition to the above:

• You may approach the Grievance Officer who will, where appropriate, mediate between you and the seller.
• The seller's commission and any pending payouts may be withheld pending resolution.
• Refunds where due will be processed in accordance with the Returns & Refunds Policy.
• Where a marketplace seller is found to have made false or misleading representations, repeated such conduct, or sold counterfeit/defective goods, we may delist their products and terminate their account in accordance with the Seller Terms.

10. External authorities

• National Cyber Crime Reporting Portal: cybercrime.gov.in · 1930 (helpline)
• Grievance Appellate Committee (IT Rules 2021): gac.gov.in
• National Consumer Helpline: 1915 · consumerhelpline.gov.in
• Data Protection Board of India: Established under the DPDP Act, 2023
• Ministry of Electronics & Information Technology (MeitY): meity.gov.in

11. Recordkeeping & transparency

We maintain a register of all grievances received, including the date of receipt, nature of complaint, action taken, date of resolution, and any appeal. Aggregated grievance statistics may be published periodically in our transparency report. Records are retained for a minimum of 3 years from the date of resolution, or longer where required by law (e.g., 7 years for tax/financial records).

Issued by: Poonthottathil Gardenz Fresh LLP (LLPIN AAZ-5387) · DPIIT Startup India recognition DIPP124938 · Registered office: Room No. 6/477Q, Rahmath Nagar, Edayur Post, Malappuram, Kerala 676552, India.