Grievance Policy

TripBuilt("TripBuilt") is committed to providing a transparent, accessible, and effective grievance redressal mechanism for all Platform users. This Policy is published in compliance with:

• Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021");
• Section 13 of the Digital Personal Data Protection Act, 2023 ("DPDP Act"); and
• Applicable provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

This Policy covers:

• Content grievances: Complaints about content alleged to be unlawful, infringing, defamatory, or in violation of the AUP or IT Rules 2021.
• Privacy and data protection: Alleged violations of the DPDP Act, IT Act, SPDI Rules, or Privacy Policy.
• Service grievances: Platform availability, billing disputes, refund delays, or failure to deliver services.
• Account grievances: Account suspension, termination, or access restrictions.
• Third-party conduct: Spam, harassment, or misuse of End-Client Data by another Operator.

Option A — By Email (Recommended)

Email grievance@tripbuilt.com with subject: "Grievance — [Brief Description]." Include:

• Your name and registered email address;
• A description of the issue, when it occurred, and the relief sought;
• Supporting documents, screenshots, or references; and
• Your preferred mode of follow-up contact.

Option B — By Post

Send a written grievance to Hyderabad, Telangana, India, marked "Attn: Grievance Officer."

• All grievances are acknowledged within 24 hours per IT Rules 2021, Rule 3(2), with a grievance reference number and expected timeline.
• Grievances are resolved within 15 days of receipt. For grievances requiring investigation, TripBuilt provides progress updates at intervals not exceeding 7 days.
• Resolution may include: removal or restriction of content, correction of data, Account reinstatement, issuance of a refund, or a reasoned explanation of why no action is warranted.

If the Grievance Officer's resolution is unsatisfactory or 15 days pass without a response, escalate to TripBuilt's senior management by emailing support@tripbuilt.com with subject "Grievance Escalation — [Grievance Reference Number]." Senior management will respond within 10 business days.

If you are not satisfied with TripBuilt's resolution on a matter covered under IT Rules 2021 (including content moderation decisions), you may appeal to the Grievance Appellate Committee ("GAC") established by the Central Government under Rule 3A of the IT Rules 2021. Appeals must be filed within 30 days of TripBuilt's decision through the GAC portal at gac.gov.in (or as notified by MeitY). TripBuilt will comply with any GAC order.

For grievances relating to the processing of Personal Data or the exercise of rights under the DPDP Act, file a complaint with the Grievance Officer using Section 3 above. If unresolved within 15 days, you may escalate to the Data Protection Board of India once constituted under the DPDP Act. Contact details will be published on the Platform once the Board begins receiving complaints.

If TripBuilt's internal process has not resolved a consumer rights matter, you may contact:

• National Consumer Helpline: Call 1800-11-4000 (toll-free) or visit consumerhelpline.gov.in.
• e-Daakhil Portal: File with the appropriate Consumer Disputes Redressal Commission at edaakhil.nic.in.

In accordance with IT Rules 2021, TripBuilt maintains records of all grievances received and actions taken for at least 3 years from receipt and makes them available to appropriate governmental authorities upon lawful request.