1. Overview

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (the "IT Rules 2021") and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed dedicated officers to receive and resolve complaints. All grievances are logged with a reference number and tracked to resolution.

2. How to File a Grievance

You may raise a grievance relating to the Platform, a listing, a booking, a payment, your personal data, or any content on the Platform through any of the following channels:

• Email: support@bayofbapatla.com — please use the subject line "Grievance" and include your name, contact details and a description of the issue, along with any booking reference or listing link.
• Postal address: Bapatla, Andhra Pradesh 522311, India, addressed to the Grievance Officer.
• Provide as much detail as possible (dates, amounts, booking references, screenshots) so we can investigate efficiently.

3. Designated Officers

The following officers have been designated under the IT Rules, 2021. Details shown are placeholders pending notification by the Operator.

4. Response Timelines

We aim to respond within the following timeframes, which also reflect our legal obligations:

• Content-related complaints (IT Rules 2021): acknowledgement within 24 hours; resolution within 15 days.
• Consumer complaints (E-Commerce Rules 2020): acknowledgement within 48 hours; resolution within one month (30 days).
• Privacy grievances (DPDP Act 2023): acknowledgement and redressal within the timeframes prescribed under the Act and its rules.
• All other grievances: acknowledgement within 48 hours; resolution within 15–30 days depending on complexity.

5. Escalation & External Remedies

If you are not satisfied with our response, or if your issue relates to a consumer dispute, you may approach the following authorities:

• National Consumer Helpline: dial 1915 (toll-free) for consumer guidance.
• District/State/National Consumer Disputes Redressal Commissions established under the Consumer Protection Act, 2019.
• Cybercrime reporting: file a complaint at cybercrime.gov.in or call the cybercrime helpline at 1930 for cyber-related offences.
• Data Protection Board of India for privacy-related grievances under the DPDP Act, 2023.

6. Records & Confidentiality

Grievances and their resolution are recorded and retained in accordance with applicable law and our Privacy Policy. We handle complaint details confidentially and share them only with those who need them to resolve the issue, or as required by law.

7. Platform Obligations (IT Rules, 2021)

As an intermediary, the Operator also complies with the following obligations under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

• Monthly compliance report: a report of complaints received and action taken is published monthly, as required under Rule 4(1)(d) of the IT Rules, 2021.
• Voluntary user verification: the Platform enables users to voluntarily verify their identity by providing additional identification, as required under Rule 4(9).
• Removal of unlawful content: content is removed, or access is disabled, within 36 hours of receipt of an order by a court or a direction of a competent authority, and within 24 hours of a Grievance Officer receiving a complaint about content affecting the sovereignty or integrity of India, public order or similar grounds.
• Repeat offenders: accounts of users who repeatedly post or share unlawful content are suspended, and their details are retained for up to 180 days (or as otherwise required by law) for investigation by law-enforcement agencies.
• Access to information: we cooperate with government agencies in the detection, investigation and prevention of cyber incidents, and with tracing of originators of content where required by law.

8. Contact

All grievance correspondence should be directed to support@bayofbapatla.com with the subject line "Grievance", or by post to the Grievance Officer at Bapatla, Andhra Pradesh 522311, India.