Grievance Redressal Policy

Effective Date: October 8, 2026 | Last Updated: October 8, 2026

In accordance with Section 13 of the Digital Personal Data Protection Act, 2023 (DPDP Act), Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, PODY Technologies Private Limited has instituted this Grievance Redressal Mechanism for prompt resolution of user complaints.

Designated Grievance & Data Protection Officer

Name: Gaurav G. (Grievance Officer)

Designation: Head of Compliance & Data Protection

Entity: PODY Technologies Private Limited

Official Email: grievance@pody.in

Secondary Support: support@pody.in

Registered Address: Sector 2, HSR Layout, Bengaluru, Karnataka 560102, India

Working Hours: Monday through Friday, 10:00 AM to 6:00 PM IST

1. Scope of Grievances Handled

You may submit grievances regarding:

Privacy & Data Protection: Exercise of Data Principal rights (access, correction, erasure, or withdrawal of consent under the DPDP Act 2023).
Account & Data Erasure: Status of account deletion requests submitted via the in-app settings or the Public Account Deletion Portal.
Listing & Content Moderation: Reports of counterfeit appliances, stolen serial numbers, abusive messages, or unauthorized use of personal contact details.
Technician Conduct & Safety: Unprofessional behavior, unverified identity claims, or off-platform harassment by directory service technicians.
Lead Token & Billing Discrepancies: Billing issues or token restoration for fraudulent customer leads.

2. Statutory Timelines & Procedure

Acknowledgment: Every grievance email sent to grievance@pody.in receives a unique Ticket Reference Number and an official acknowledgment within 48 hours 48h SLA.
Investigation: Our compliance team inspects database audit logs, cryptographic passport records, or chat reports relevant to the complaint.
Resolution: The Grievance Officer delivers a formal written resolution within 30 calendar days of receipt 30-Day Resolution.

3. How to File a Grievance

To ensure expedited resolution, please provide the following in your email to grievance@pody.in:

Your registered mobile number or email address with PODY.
Clear description of the issue or statutory right being exercised.
Relevant listing ID, Digital Passport ID, service request ID, or transaction reference (UTR) if applicable.
Any supporting screenshots or documentation.

4. Escalation Mechanism

If you are dissatisfied with the resolution provided by our Grievance Officer:

Data Privacy Matters: You have the statutory right to escalate complaints to the Data Protection Board of India (DPBI) in accordance with Section 13(2) of the DPDP Act 2023.
Consumer Matters: You may register an inquiry through the National Consumer Helpline (NCH) under the Ministry of Consumer Affairs, Government of India.