Grievance Redressal Mechanism

1. Overview

KOOKOO BUSINESS PRIVATE LIMITED (“KOOKOO,” “we,” “us,” or “our”) is committed to providing a timely, transparent, and effective grievance redressal mechanism for all users of the KOOKOO application (“App”). We encourage users and stakeholders to raise any complaints or grievances regarding the App, services, content, or any other related issue, so that they may be addressed fairly and efficiently.

2. Definition of Grievance

A grievance or complaint includes any communication by a user expressing dissatisfaction or concern with the services, content, or policies of KOOKOO, which seeks remedial action. This excludes suggestions, general feedback, or inquiries for information.

3. How to Lodge a Grievance

Users can lodge grievances or complaints by contacting KOOKOO through any of the following modes:

• Email: Send your grievance in detail to support@kookoo.co.in with the subject line "Grievance Redressal Request".
• In-App Reporting: Use the grievance or support feature available within the KOOKOO application.

Your grievance should include:

• Your full name and contact details.
• A clear description of the issue or complaint.
• Relevant supporting information (e.g., screenshots, URLs, usernames, transaction details).

4. Grievance Redressal Process

• KOOKOO will acknowledge the grievance within 2 business days and provide a unique reference number.
• The designated Grievance Officer will investigate and aim to resolve the issue within 15 business days.
• If more time is needed, KOOKOO will inform the complainant and provide regular updates.
• All actions will be taken in accordance with applicable laws including the IT Act, 2000, and consumer protection regulations.

5. Escalation Procedure

• First Escalation: Email the Grievance Officer at support@kookoo.co.in referencing your grievance number.
• Second Escalation (Nodal Officer): If unresolved, you may escalate to KOOKOO’s Nodal Officer (contact details provided upon request).

6. Closure of Grievance

A grievance is considered closed if:

• The complainant accepts the resolution.
• No response or follow-up is received within 30 days of KOOKOO’s final response.
• KOOKOO has taken satisfactory remedial action and determines the issue resolved.

7. Confidentiality and Fair Treatment

All grievances will be handled with strict confidentiality. KOOKOO ensures non-discrimination and fairness in addressing all complaints.

8. Contact Details

Grievance Officer
KOOKOO BUSINESS PRIVATE LIMITED
Plot 1, Sindhav House, Old Gadodar, Gadodar Main Road,
Taluka Malia, Galodar, Junagadh, Gujarat, India, 362245
Email: support@kookoo.co.in