Grievance & Complaint Policy

GharKhoj is committed to providing users with an accessible mechanism for reporting concerns, submitting complaints, and raising grievances relating to the GharKhoj mobile application, website, property listings, user-generated content, privacy, accounts, and related services (collectively, the “Services”).

This Grievance & Complaint Policy (“Policy”) explains how users and other affected persons may contact GharKhoj regarding complaints and how such matters may be handled.

This Policy should be read together with our:

• Terms of Use
• Privacy Policy
• Listing & Content Policy
• Safety & Disclaimer
• Account & Data Deletion Policy

1. How to Contact GharKhoj

For complaints, grievances, privacy concerns, legal concerns, or other issues requiring review, contact:

GharKhoj

Support & Grievance Email: [OFFICIAL EMAIL — ADD BEFORE PUBLICATION]

Website: gharkhoj.co.in

Where applicable law requires publication of additional information concerning a designated Grievance Officer or other responsible contact, GharKhoj will publish and maintain such information as required.

2. Types of Complaints We Accept

You may contact GharKhoj regarding matters including:

• fake or fraudulent property listings;
• incorrect or misleading listing info;
• already rented properties;
• unauthorized property listings;
• impersonation;
• scams or suspected fraud;
• misuse of contact information;
• harassment or abusive conduct;
• unlawful content;
• privacy concerns;
• personal-data requests;
• account-related problems;
• intellectual-property complaints;
• unauthorized use of photographs;
• misleading or manipulated content;
• suspected violations of GharKhoj policies;
• account deletion issues;
• safety concerns.

Different types of complaints may require different procedures and response times.

3. In-App Report Listing Feature

For ordinary problems involving a specific property listing, users should generally use the available Report Listing feature. Current report reasons may include: Fake Listing, Already Rented, Wrong Details, and Other.

Reports submitted through this feature may be recorded for moderation review. The in-app reporting tool is generally the fastest way to flag an ordinary listing problem. However, it should not be used as the sole channel for emergencies or urgent legal matters.

4. When to Use the Grievance Email

Contact the Support & Grievance email where the matter requires more detailed review, including: serious fraud allegations, impersonation, privacy violations, personal-data concerns, intellectual-property claims, serious harassment, unlawful content, account access or deletion problems, legal notices, or inability to resolve a matter through ordinary reporting.

Where possible, clearly describe the nature of the complaint in the subject line, for example:

• Fake Listing Complaint – Property ID [ID]
• Privacy Request
• Impersonation Complaint
• Account Deletion Issue

5. Information to Include in a Complaint

To help us review a complaint, provide only information reasonably necessary for the issue, such as:

• your name;
• an email address or phone number through which we can contact you;
• the relevant property/listing ID;
• a link to the relevant GharKhoj page, where available;
• the username or account involved;
• a clear description of the issue;
• the date or approximate time of the incident;
• relevant screenshots or supporting evidence; and
• the action you are requesting.

Please do not send unnecessary sensitive information like passwords, OTPs, UPI PINs, bank passwords, card PINs, or financial credentials.

6. Complaint Acknowledgment and Resolution

GharKhoj will handle grievances in accordance with timelines applicable under Indian law. Where the grievance-redressal requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules apply, complaints are to be acknowledged within 24 hours and handled within the legally prescribed resolution period.

Under the rules as amended in 2026, the general period for resolving applicable grievances is seven days from receipt, subject to shorter timelines for certain categories of complaints and other requirements prescribed by law. GharKhoj will prioritize complaints according to urgency and legal requirements.

7. Urgent Content Complaints

Certain complaints involving highly sensitive or harmful content may be subject to expedited handling under applicable law. This includes complaints concerning content that prima facie exposes private areas of an individual, nudity, sexual act or conduct, impersonation in electronic form including artificially morphed images, or other expedited disabling categories under applicable law.

Under the current amended IT Rules, qualifying complaints under the relevant provision require reasonable and practicable measures within two hours of receipt to remove or disable access to such content. If your complaint involves such material, clearly identify the specific content.

8. Fake and Fraudulent Listings

If you believe a listing is fake or fraudulent:

1. Use Report Listing → Fake Listing, where available.
2. If serious fraud is involved, send additional details to the Support & Grievance email.
3. Preserve evidence such as messages, payment records, and listing screenshots.
4. If money has been lost, contact the appropriate official authorities promptly.

9. Already-Rented or Outdated Listings

If a property is no longer available but remains displayed, use Report Listing → Already Rented. GharKhoj may review the report and mark the listing unavailable, restrict visibility, or archive the listing.

10. Incorrect or Misleading Information

Use Report Listing → Wrong Details for issues such as incorrect rent, locality, property type, or amenities. Where appropriate, GharKhoj may request correction or take moderation action.

11. Impersonation

If someone is impersonating you, a landlord, a business, or GharKhoj personnel, contact the Support & Grievance email with sufficient information. Do not send unnecessary identity documents unless required.

12. Harassment and Abuse

Users should report harassment, threats, stalking, abusive communications, or misuse of contact information. Preserve messages, dates, and screenshots as evidence.

13. Privacy and Personal-Data Complaints

For concerns relating to personal data, users may contact the Support & Grievance email regarding corrections, erasure, data requests, or consent withdrawal. Use a clear subject like “Privacy Request” or “Personal Data Grievance.”

14. Account and Data Deletion

Users wishing to delete their account should normally use in-app deletion or the public Account Deletion page. If deletion fails, the Support & Grievance email may be used for assistance.

15. Intellectual-Property Complaints

If you believe content infringes copyright, trademark, or other IP rights you lawfully hold, submit a complaint identifying the protected work and infringing listing, along with your contact information.

16. Unauthorized Property Listings

If your property has been listed without your authorization, contact GharKhoj to identify the relevant listing and explain why it is unauthorized. GharKhoj may temporarily restrict the listing during investigation.

17. Complaints About AI-Generated or Manipulated Content

Users may report content that appears materially manipulated or artificially generated to deceptively hide defects, fabricate amenities, or create nonexistent spaces. GharKhoj may review, label, or remove such content.

18. What Happens After a Complaint

GharKhoj may acknowledge receipt, request info, review records, contact the relevant user, restrict content, or suspend accounts. Not every complaint will result in removal or suspension.

19. Fair and Good-Faith Complaints

Complaints must be submitted honestly and in good faith. Users must not file knowingly false or retaliatory reports to harm others. Abuse of reporting mechanisms may result in account action.

20. Requests for Additional Information

Failure to provide details reasonably necessary to identify content or verify credentials may limit our ability to act. We will not ask for UPI PINs, bank passwords, or OTPs.

21. Legal Orders and Government Requests

Court orders, government directions, or law-enforcement communications should be sent to the designated legal/grievance contact.

22. Emergency Situations

The grievance mechanism is not an emergency service. For safety threats or active financial cyberfraud in India, contact **1930** and the **National Cyber Crime Reporting Portal** immediately, and contact your bank.

23. Confidentiality and Privacy During Complaint Handling

Information submitted will be handled according to our Privacy Policy. It may be shared with internal personnel, professional advisors, or law enforcement as legally required.

24. Preservation of Evidence

GharKhoj may preserve relevant records for safety investigations, legal compliance, or dispute resolution, even if content is removed from public display.

25. Appeals or Requests for Reconsideration

Users affected by a moderation decision may contact the Support & Grievance email to request reconsideration by identifying the listing and justifying the appeal.

26. External Remedies

Our internal grievance process does not prevent you from approaching an appropriate court, consumer commission, police, or data protection authority.

27. Changes to This Policy

We may update this Policy to reflect changes in applicable law, statutory grievance timelines, or operational improvements.

28. Grievance Contact

For grievances and complaints:

Do not send passwords, OTPs, UPI PINs, or card details when submitting a complaint.