Grievance Redressal Policy

MS BhagyaVivah Matrimony
Website: www.bhagyavivah.com

Our Commitment

MS BhagyaVivah Matrimony ("Company," "we," "us," "our") is committed to providing our users with a safe, transparent, and trustworthy matrimonial platform. In accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 along with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have established this Grievance Redressal Mechanism to address complaints, concerns, and grievances raised by our users in a fair, transparent, and timely manner.

Scope of Grievances

Users may approach us with grievances relating to, including but not limited to:

• Issues with profile creation, verification, or account access
• Billing, payment, refund, or subscription-related disputes
• Complaints regarding fake, misleading, or inappropriate profiles
• Privacy or data protection concerns
• Misuse of the platform by another user
• Content that is objectionable, unlawful, or violates our Terms of Use
• Any other service-related complaint concerning the use of BhagyaVivah.com

Grievance Redressal Officer

As mandated under applicable Indian law, we have appointed a Grievance Officer to address and resolve complaints from our users in a time-bound manner.

Grievance Officer: Mr. Nitin Khot
Email: [email protected]
Contact Number: 9326013123
Website: www.bhagyavivah.com
Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM (excluding public holidays)

How to File a Grievance:

Users may submit their grievance through any of the following channels:

Email: Send a detailed complaint to [email protected], mentioning your registered mobile number, profile ID (if applicable), and a clear description of the issue.
Phone: Call our Grievance Officer at 9326013123 during working hours.
Written Communication: Complaints may also be sent in writing to our registered office address (to be provided on request).

Users are requested to provide complete and accurate details, including supporting documents or screenshots (where applicable), to help us investigate and resolve the matter efficiently.

Resolution Timeline:

In compliance with the Consumer Protection (E-Commerce) Rules, 2020 and IT Rules, 2021, we adhere to the following timelines:

Stage: Acknowledgement of Complaint
Timeline: Within 48 hours of receipt

Stage: Resolution of Grievance
Timeline: Within 30 days from the date of receipt

Stage: Urgent/Sensitive Matters (e.g., objectionable content, safety concerns)
Timeline: Addressed on priority, typically within 15 days or sooner as required by law

If a grievance requires additional time due to its complexity, the user will be informed of the expected timeline and the reasons for the delay.

Data Privacy Grievances:

For complaints specifically related to misuse of personal data, breach of privacy, or violation of our Privacy Policy, users may also write to us at [email protected], marking the subject line as "Privacy Grievance." Such matters will be handled in accordance with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and applicable data protection laws.

Important Notes:
This Grievance Redressal Mechanism is in addition to, and not in derogation of, any other rights or remedies available to users under applicable law.

MS BhagyaVivah Matrimony reserves the right to update this policy from time to time to remain compliant with changes in Indian law.

We encourage users to first reach out to our Grievance Officer before approaching external forums, to enable a quicker resolution.

This Grievance Redressal Policy is published in compliance with Rule 4(1)(b) and 4(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020, framed under the Consumer Protection Act, 2019.