Grievance Redressal Mechanism
Koupify Platform
As per Information Technology Act, 2000 & Consumer Protection (E-Commerce) Rules, 2020
We are committed to ensuring a transparent, fair, and secure experience for all users participating in the Event program. This Grievance Redressal Mechanism is established in compliance with the provisions of the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.
1Objective
The objective of this mechanism is to provide users with a simple, transparent, and effective system for addressing complaints, disputes, and grievances arising from the use of the Koupify platform and related services.
2Scope of Grievances
Users may raise grievances relating to:
- Purchase of vouchers /Event entries
- Non-receipt, delay, or denial of rewards
- Payment failures, duplicate payments, or unauthorized transactions
- Refunds, cancellations, and charge backs
- Technical issues on the website
- Data privacy and security concerns
- Misrepresentation of offers, rewards, or promotions
- Any deficiency in services as defined under the Consumer Protection Act, 2019
3Appointment of Grievance Officer
In accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020 and the IT Act, 2000, the Company has appointed a Grievance Officer for addressing user complaints.
Name:
Harsha
Designation:
Compliance Officer
Contact Hours:
Monday to Friday, 10:00 AM – 6:00 PM (IST)
Address:
148, Gopalan Legacy Mall, Near Old Tollgate Bus Stop Sirsi circle, Mysore Rd, Bengaluru, Karnataka 560026
4Grievance Filing Procedure
Users may file a grievance by providing the following details:
- Registered name and email ID
- Mobile number:
- Aadhar Number :
- Transaction / Order ID
- Event entry reference number
- Description of the grievance
- Supporting documents (if any)
Grievances must be submitted via email to the Grievance Officer.
5Acknowledgement of Complaints
All grievances shall be acknowledged within 48 hours of receipt, in compliance with applicable laws.
6Timeframe for Resolution
The Company shall make best efforts to resolve grievances within 15 working days from the date of receipt of the complaint.
In complex cases requiring investigation, users shall be informed of the delay along with reasons.
7Resolution Process
The resolution shall be based on:
- System logs and transaction records
- Platform policies and terms & conditions
- Verification of user identity and participation
- Applicable statutory provisions
The Company's decision shall be final and binding, subject to the rights available to users under applicable laws.
8Escalation Mechanism
If the user is not satisfied with the resolution, they may escalate the matter to the appropriate Consumer Dispute Redressal Commission under the Consumer Protection Act, 2019.
9Misuse of Grievance Mechanism
Any false, fraudulent, misleading, or malicious grievance may result in:
- Rejection of the complaint
- Suspension or termination of user account
- Legal action as per applicable laws
10Jurisdiction
This grievance redressal policy shall be governed by the laws of India, and all disputes shall be subject to the exclusive jurisdiction of the competent courts in Bengaluru.
11Contact Information
For any assistance or clarification, users may contact:
Important: This Grievance Redressal Mechanism is designed to ensure transparency and fairness in addressing user concerns. We are committed to resolving all genuine grievances promptly and effectively.