Grievance Redressal Policy

1. Grievance Officer

2. How to File a Grievance

• In-app: Help & Support > Submit Grievance (preferred).
• Email: legal@hoodex.work with subject line: "Grievance — brief issue summary".
• Post: Written grievance to Registered Office with supporting documentation.

All grievances must include: full name, registered mobile number, account ID, description of issue, and supporting evidence.

3. Grievance Categories

• Account-related issues: suspension, ban, profile errors.
• Payment disputes: payment not received, unauthorized deduction.
• Safety and harassment complaints.
• Privacy and data protection complaints.
• Content removal complaints.
• Fraud and identity theft.
• Worker or Employer misconduct complaints.
• App or platform functionality issues.

4. Redressal Timelines

Stage	Timeline
Acknowledgement	Within 24 hours
First response	Within 48 hours
Resolution (standard)	Within 15 days
Resolution (complex)	Within 30 days
Urgent safety complaints	Acknowledged within 2 hours, action within 24 hours

5. Escalation Options

• Senior Hoodex Management: legal@hoodex.work
• Data Protection Board of India: dpboard.gov.in (for data-related complaints)
• National Consumer Helpline: 1800-11-4000
• Consumer Disputes Redressal Commission (Consumer Protection Act, 2019)
• Cybercrime Portal: cybercrime.gov.in

6. False Complaints

Filing a false, malicious, or frivolous grievance is a violation of the Community Guidelines and may result in account action.