OSTAAGAR Grievance Redressal Policy

1. Scope of Grievances

Users may submit grievances regarding:

• Order-related disputes
• Refund and return issues
• Payment settlement concerns
• Shipping and logistics complaints
• Product quality disputes
• KYC verification issues
• Account suspension or restrictions
• Privacy and data protection concerns
• Policy violations and fraudulent activities
• Technical issues affecting platform usage

2. How to Submit a Grievance

Users may submit grievances through:

• Email communication
• WhatsApp support
• Customer support channels available in the application

To ensure faster resolution, please include relevant information such as:

• Full Name
• Registered Mobile Number
• Business Name (if applicable)
• Order ID or Consignment ID
• Screenshots or supporting evidence
• Detailed description of the issue

3. Resolution Timeline

• Acknowledgement of grievance within 48 business hours.
• Initial investigation typically completed within 7 business days.
• Complex disputes may require additional verification and review.
• Users will be informed regarding the status of their grievance throughout the process.

4. Investigation Process

OSTAAGAR may review order records, shipment data, payment records, communication logs, photographs, videos, and other supporting evidence while investigating grievances.

Users are expected to cooperate and provide accurate information during the investigation process.

5. Final Decision

After reviewing all available evidence, OSTAAGAR will issue a final decision regarding the grievance.

The decision may include:

• Refund approval or rejection
• Return authorization
• Payment adjustment
• Policy enforcement action
• Account restoration or suspension
• Other corrective measures as appropriate

6. Grievance Officer Contact Details

7. Compliance

This grievance mechanism is maintained to support transparency, accountability, and user protection across the OSTAAGAR platform.