Grievance Redressal

2. Grievance Officer Details

In accordance with the IT Intermediary Guidelines Rules 2021, 360 Service Hub has designated the following Grievance Officer:

• Name: [To Be Appointed]
• Email: grievance@360servicehub.com
• Address: 360 Service Hub, Bangalore, Karnataka, India
• Working Hours: Monday to Saturday, 10:00 AM - 6:00 PM IST

3. How to File a Grievance

Via In-App Report System

• Open the 360 Service Hub app.
• Navigate to Help & Support or the relevant booking/transaction.
• Select "Report an Issue" or "File a Grievance."
• Provide details of your grievance, including any supporting evidence.
• Submit the grievance. You will receive a unique grievance reference number for tracking.

Via Email

Send an email to grievance@360servicehub.com with the following information:

• Full Name: Your registered name on the platform.
• Registered Mobile / Email: The phone number or email associated with your 360 Service Hub account.
• Description: A detailed description including relevant dates, booking IDs, transaction IDs, and the nature of the issue.
• Supporting Evidence: Attach screenshots, photographs, documents, or correspondence that support your grievance.

4. Grievance Categories

The following categories of grievances are accepted and processed under this policy:

• Account Issues: Login problems, account suspension disputes, profile data inaccuracies, verification issues.
• Booking Disputes: Confirmation or cancellation issues, scheduling conflicts, service not rendered as booked, unauthorized bookings.
• Payment & Refund Issues: Failed or stuck payments, refund delays, incorrect charges, wallet balance discrepancies, subscription billing issues.
• Privacy & Data Concerns: Unauthorized use or disclosure of personal data, data access/correction/deletion requests, consent-related issues.
• Content Issues: Fake or misleading reviews, inappropriate content, intellectual property infringement, misleading Business listings.
• Service Provider Complaints: Complaints about Business conduct, safety or hygiene concerns, unprofessional service, discrimination or harassment.
• Platform Functionality: App bugs or crashes, notification failures, integration or API issues.

5. Acknowledgement & Resolution Timeline

Acknowledgement

All grievances will be acknowledged within 24 hours of receipt. The acknowledgement will include a unique grievance reference number, the name of the assigned officer, and the expected timeline for resolution.

Resolution

360 Service Hub will endeavor to resolve all grievances within 15 days from the date of receipt, in compliance with the IT Intermediary Guidelines Rules 2021. Resolutions may include corrective action, refund processing, account remediation, content removal, or any other appropriate remedy.

Complex Cases

In cases that are complex or require investigation involving third parties (e.g., payment gateway disputes, inter-party mediation), the timeline may be extended to up to 30 days. In such cases, you will receive interim updates at least once every 7 days detailing the progress and expected resolution date.

6. Escalation

If you are dissatisfied with the resolution provided by the Grievance Officer, you may escalate the matter through the following channels:

• Nodal Officer: Escalate to the Nodal Officer by writing to legal@360servicehub.com. The Nodal Officer will review the matter and respond within 7 business days.
• Consumer Forum: File a complaint with the appropriate Consumer Disputes Redressal Commission (District, State, or National) under the Consumer Protection Act, 2019, or via the National Consumer Helpline portal.
• Courts of Bangalore: Any disputes that cannot be resolved through the above channels shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

7. Data Protection Grievances

Under the Digital Personal Data Protection (DPDP) Act, 2023, you have the following rights which can be exercised by filing a grievance:

• Right to Access: Request a summary of your personal data being processed and the processing activities undertaken.
• Right to Correction: Request correction of inaccurate or misleading personal data, and completion of incomplete data.
• Right to Erasure: Request erasure of your personal data, subject to applicable legal retention requirements.
• Right to Withdrawal of Consent: Withdraw your consent for processing at any time. Withdrawal does not affect the lawfulness of processing based on consent before its withdrawal.

To exercise these rights, submit a request to grievance@360servicehub.com with the subject line: "Data Protection Request - [Right Type]". Include your registered name, mobile number/email, and a clear description of the right you wish to exercise.

If you are not satisfied with 360 Service Hub's response, you may file a complaint with the Data Protection Board of India as established under the DPDP Act, 2023.

8. Contact Information

• Grievance Officer: grievance@360servicehub.com
• General Support: support@360servicehub.com
• Legal & Compliance: legal@360servicehub.com

This policy is published in compliance with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023. It is governed by the laws of India, and any disputes shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.