Grievance Redressal Policy

1. Our Commitment

CarFriend is committed to resolving disputes and complaints promptly and fairly. This policy outlines how to raise a grievance and what to expect from the resolution process.

2. Grievance Officer

In accordance with the IT Act 2000 and Consumer Protection Act 2019, CarFriend has designated a Grievance Officer:

• Name: Grievance Team, CarFriend
• Email: support@carfriend.in
• Phone: +91 95371 86783
• Hours: Monday to Saturday, 9 AM to 7 PM IST
• Response Time: Acknowledgement within 48 hours; resolution within 30 days

3. How to Raise a Grievance

1. Email support@carfriend.in with the subject line "Grievance: [Your Auction/Transaction ID]"
2. Include your full name, registered mobile number, and a clear description of the issue
3. Attach any supporting evidence (screenshots, documents)
4. You will receive an acknowledgement ticket number within 48 hours

4. Grievance Categories

• Transaction Disputes: Bid disputes, payment issues, non-delivery
• Inspection Disputes: Report accuracy, missed defects, photo quality
• Account Issues: KYC rejection, account suspension, login problems
• Privacy Complaints: Unauthorised data use, data breach concerns
• Other: Any other concern about CarFriend's conduct

5. Resolution Process

Upon receiving your grievance, CarFriend will:

1. Acknowledge receipt and assign a ticket number within 48 hours
2. Investigate the issue — reviewing transaction logs, inspection records, and communications
3. Communicate findings and proposed resolution within 15 business days
4. Implement the resolution within 30 days of grievance receipt

6. Escalation

If you are not satisfied with the resolution, you may escalate to the Consumer Disputes Redressal Commission or applicable regulatory bodies. CarFriend cooperates fully with regulatory authorities.

7. Confidentiality

All grievance details are treated as confidential and shared only with parties directly involved in the resolution.