Bylukz Corporation Private Limited (“Bylukz”, “We”, “Us”) is committed to providing fair, transparent, and timely resolution of all consumer grievances. This Grievance Redressed Mechanism has been designed in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and Information Technology Act, 2000.

Definition of Grievance

A “Grievance” refers to any concern, complaint, or issue raised by a User regarding products, services, transactions, delivery, payment, refunds, returns, or any operational matter related to the Bylukz Platform. Consumers can raise grievances through the dedicated support options available on the Bylukz application and website.

How to Raise a Grievance

Users may initiate a grievance through the Help & Support or Contact Us section available on the Platform. Once the User selects the issue category, the system will guide them through the appropriate support pathway. Users may submit queries regarding orders, payments, refunds, returns, product issues, cancellations, and wallet concerns, among other topics.

Escalation to Grievance Officer

If the User feels that their issue has not been resolved through the standard support process, they may escalate the matter to the designated Grievance Officer of Bylukz. The Grievance Officer has been appointed as per applicable laws to address escalated complaints and ensure fair handling of consumer concerns.

Grievance Officer Contact Information

Grievance Resolution Process

Upon submission of a grievance through the Platform or escalation to the Grievance Officer:

1. The User will receive an acknowledgment of their grievance within 48 hours, delivered via email, SMS, or phone call.

2. The User will receive a Unique Grievance ID to track the status of their complaint.

3. Bylukz Consumer Care team and the Grievance Officer shall make every effort to resolve the grievance as quickly as possible and within the timelines prescribed under applicable laws.

4. The User may be contacted for additional information or clarification to expedite the resolution process.

Grievance Resolution Criteria

A grievance is considered resolved or closed under any of the following conditions:

• When the User receives a final response or solution from Bylukz Consumer Care, Grievance Officer, or the relevant operational team.

• When reasonable attempts have been made to contact the User but the User does not respond within the specified time.

• When the issue is found to be resolved based on system records, order updates, transaction logs, or confirmation from the User.

• When the User accepts and acknowledges the resolution or corrective action provided.

Our Commitment

For all escalated complaints, the Grievance Officer ensures that the matter is investigated thoroughly and that appropriate corrective and preventive measures are implemented where necessary. Bylukz continuously works to improve processes, enhance customer satisfaction, and ensure compliance with the law.

Users are encouraged to review the Terms & Conditions, Privacy Policy, and other operational policies to understand their rights and responsibilities while using the Bylukz Platform.