Grievance Redressal | Instantatoz

1. Scope

This policy applies to all users (customers) and workers registered on the Instantatoz platform. If you have a complaint, concern, or grievance regarding the platform's services, conduct of another user or worker, content on the platform, or any other matter, you may use this mechanism to seek redressal.

2. Grievance Officer

Name: [To be appointed — details will be published upon finalisation]

Email: support@instantatoz.online

Business Address: [To be updated upon business registration completion]

Available: Monday to Saturday, 9:00 AM – 6:00 PM IST (excluding public holidays)

As required under Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021, the Grievance Officer's name and contact details will be prominently published on this page and updated as applicable.

3. How to File a Grievance

To file a formal grievance, please email the Grievance Officer with the following information:

Your full name and registered mobile number / email address
Nature of the grievance (e.g., job dispute, payment issue, worker misconduct, data privacy, content complaint)
Relevant job ID, transaction ID, or date and time of the incident
Description of the issue and steps already taken (if any)
Supporting evidence (screenshots, documents) if available
The resolution you are seeking

Email subject line should read: "Formal Grievance – [Brief Description]"

4. Response Timeline

Acknowledgement: Within 24–48 hours of receiving a valid grievance.

Resolution: We aim to resolve grievances within 30 calendar days of receipt, as required under applicable Indian law.

Complex disputes or those requiring third-party verification may take longer. We will communicate delays proactively.

5. Types of Grievances Covered

Job disputes (worker no-show, incomplete work, OTP fraud)
Payment or billing disputes
Worker misconduct or safety complaints
Refund grievances not resolved through support
Account suspension or termination disputes
Privacy or data-related complaints
Platform content or policy complaints
Any other matter relating to the Instantatoz platform

6. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer within 30 days, you may escalate the matter to relevant statutory authorities as per applicable Indian law, including but not limited to:

Consumer disputes: National Consumer Helpline or consumer courts
Data-related complaints: Relevant data protection authority under applicable law
Other matters: Appropriate civil courts in India

7. Good Faith

Instantatoz is committed to handling all grievances in good faith, fairly, and without undue delay. Users are also expected to file grievances in good faith and not for frivolous or vexatious purposes.