Grievance Redressal Policy

01

Purpose & Scope

This Grievance Redressal Policy sets out how Nilay 360 receives, acknowledges, and resolves grievances raised by buyers, tenants, sellers, and agents relating to Listings, transactions, or conduct on the Platform. It is informed by applicable Indian consumer protection principles, including the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000.

02

How to File a Complaint

A grievance may be raised through: (a) the “Report” control available on any property listing or agent profile page, which logs the complaint directly to Nilay 360’s internal review queue; (b) the Contact page; (c) writing directly to the Grievance Officer named in Section 5 below.

03

Acknowledgment & Resolution Timeline

Grievances will be acknowledged within 48 hours of receipt and, where possible, resolved within 30 days. Complex matters requiring investigation, legal review, or third-party input may take longer; the complainant will be kept informed of status. (These timelines are provisional, pending confirmation.)

04

Escalation Path

If a grievance is not resolved within the timeline above, or the complainant is unsatisfied with the resolution, it may be escalated in writing to the Grievance Officer directly (Section 5). Grievances that remain unresolved may be referred to the National Consumer Helpline, the appropriate State Consumer Disputes Redressal Commission, or another forum available under Indian consumer protection law.

05

Grievance Officer

06

What This Policy Does Not Cover

General customer support queries — property search assistance, technical issues, billing questions — are not “grievances” under this policy and should be directed to the Contactpage for a faster response. This policy is specifically for complaints about conduct, fraud, misrepresentation, or violations of Nilay 360’s policies.

07

Contact

For legal notices, questions about this policy, or general contact, please write to: