Grievance Redressal Policy

This Grievance Redressal Policy sets out the process through which users, consumers, and data principals may raise complaints or concerns relating to the Digi2L platform and services operated by UTC Digital Technologies Private Limited.

Digi2L will review complaints in accordance with applicable law, its Terms & Conditions, Privacy Policy, transaction terms, verification requirements, fraud-prevention checks, and internal procedures.

This Policy does not override Digi2L’s Terms & Conditions, Privacy Policy, refund or cancellation terms, transaction documents, partner terms, or any other applicable policy.

1. Purpose and Applicability

This Policy applies to complaints or concerns relating to the use of the Digi2L platform and services, to the extent the matter is within Digi2L’s control or responsibility under applicable law.

This Policy is intended for users, consumers, and data principals. Requests from law-enforcement agencies, courts, regulators, or government authorities are not treated as consumer complaints and will be handled separately in accordance with applicable law, valid legal process, and Digi2L’s internal procedures.

2. Matters Covered and Limits of Relief

This grievance redressal process may be used for complaints or concerns relating to the use of the Digi2L platform and services, to the extent the matter is within Digi2L’s control or responsibility under applicable law, including:

1. difficulty accessing your account, order details, or transaction history, subject to verification and availability of records;
2. exchange valuation, payout status, pickup scheduling, pickup experience, cancellation, or refund processing;
3. delays in refunds, payouts, cancellations, pickups, or other service-related actions beyond the applicable timelines communicated by Digi2L, subject to verification, banking or payment processing, partner coordination, fraud checks, force majeure, and circumstances outside Digi2L’s reasonable control;
4. content, listing, communication, or information made available on, hosted on, or transmitted through the Digi2L platform, where Digi2L is required or able to act under applicable law or its platform policies; and
5. personal data-related concerns, including suspected unauthorised access, disclosure, loss, misuse, correction, erasure, withdrawal of consent, nomination, or any other request available under applicable data protection law.

Submission of a grievance does not automatically entitle the complainant to any refund, revised valuation, payout, cancellation, pickup, account reinstatement, content removal, compensation, or other relief. Each grievance will be reviewed in accordance with Digi2L’s applicable policies, transaction terms, verification requirements, fraud-prevention checks, and applicable law.

3. Designated Complaint Contact

For complaints relating to the Digi2L platform, orders, pickup, payout, refund, valuation, account access, or content, please contact:

• Grievance Officer / Consumer Grievance Officer
• Name: Mr. Serajul Mohammad, care of Digi2L Complaints Desk
• Designation: Grievance Officer
• Email: grievance@digi2l.co.in
• Phone: +91 (022)-65511123
• Availability: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays
• Address: UTC Digital Technologies Private Limited, Tech Web Centre, Link Road, Oshiwara, Mumbai, Maharashtra - 400102, India

Only official Digi2L contact details published on the Digi2L platform should be used for complaint-related communication.

4. Personal Data Requests and Concerns

For complaints or requests relating to personal data, including access, correction, erasure, nomination, withdrawal of consent, or suspected unauthorised processing of personal data, please contact:

• Data Protection Contact
• Email: data.protection@digi2l.co.in
• Phone: +91 (022)-65511123

If Digi2L is required under applicable law to appoint a Data Protection Officer, Digi2L will publish the relevant details on the platform.

Withdrawal of consent may affect Digi2L’s ability to provide services, process transactions, complete pending requests, or maintain records required for legal, regulatory, tax, accounting, fraud-prevention, business, or dispute-resolution purposes.

5. Submitting a Complaint

A complaint should include sufficient information for Digi2L to verify and review the matter, including:

1. your full name;
2. registered mobile number and/or email ID;
3. order ID, transaction ID, pickup ID, or account details, where applicable;
4. a clear description of the issue;
5. the resolution requested by you; and
6. relevant screenshots, photographs, documents, or other supporting material.

Please do not include sensitive personal or financial information such as CVV, PIN, OTP, passwords, UPI PIN, net-banking credentials, or complete card details in your grievance. Digi2L will never ask for such authentication details through email, phone, or grievance forms.

Digi2L may request additional information, identity verification, proof of transaction, product details, pickup evidence, payment records, or any other information reasonably required to review the complaint.

6. Review and Response Periods

Digi2L will endeavour to review and respond to complaints as quickly as reasonably possible.

For the purpose of this Policy, Digi2L’s business hours are Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays. Complaints received outside business hours may be taken up on the next business day, except where a shorter statutory timeline applies.

Indicative response periods are as follows:

Response periods will apply from the date Digi2L receives a complete and verifiable complaint with the information reasonably required to review it.

Timelines may be affected where the complaint is incomplete, unverifiable, duplicate, fraudulent, abusive, requires third-party input, requires banking or payment gateway confirmation, involves partner coordination, relates to suspected fraud or unlawful activity, or is affected by circumstances outside Digi2L’s reasonable control.

7. Verification and Complaint Handling

Digi2L may verify the identity of the complainant before acting on any complaint, especially where the complaint relates to account access, transaction details, refund, payout, product pickup, personal data, or content removal.

Digi2L may decline, close, or defer action on any complaint that is:

1. incomplete or unsupported by required information;
2. submitted by a person who cannot be verified;
3. duplicate, repetitive, or already resolved;
4. false, frivolous, abusive, threatening, fraudulent, or filed in bad faith;
5. outside Digi2L’s control or responsibility;
6. subject to pending legal, regulatory, or dispute-resolution proceedings; or
7. otherwise not maintainable under applicable law or Digi2L’s policies.

8. Third-Party and Partner-Related Matters

Digi2L may work with logistics partners, payment processors, service providers, dealers, brands, recyclers, refurbishers, resellers, and other business partners.

Where a complaint involves a third party, Digi2L may coordinate with the relevant party where reasonably necessary. However, Digi2L is not responsible for third-party delays, failures, acts, omissions, representations, warranties, services, or systems except to the extent required under applicable law or expressly agreed by Digi2L.

9. Valuation, Payout, Refund, and Pickup Complaints

Any refund, payout, exchange value, cancellation, pickup, or revised valuation will be subject to Digi2L’s applicable Terms & Conditions, transaction terms, inspection outcome, customer declarations, fraud checks, partner confirmation, payment gateway or banking timelines, and applicable law.

A complaint regarding valuation, payout, pickup, refund, or cancellation does not automatically result in approval of any claim or payment.

Digi2L may reject, revise, withhold, or cancel any payout, valuation, refund, pickup, or transaction where there is a mismatch in product details, false declaration, tampering, failed verification, suspected fraud, customer non-cooperation, non-availability of the product, or breach of applicable terms.

10. No Admission of Liability

Acknowledgement, investigation, review, escalation, or response to a complaint does not constitute an admission of liability, deficiency in service, unfair trade practice, data breach, negligence, breach of contract, or legal violation by Digi2L.

Any remedy, if applicable, will be determined after review of the facts, applicable transaction terms, Digi2L policies, verification results, and applicable law.

11. Records and Retention

Digi2L may maintain records of complaints, responses, supporting documents, actions taken, communications, and resolution details for legal, regulatory, audit, fraud-prevention, business, dispute-resolution, and compliance purposes.

Such records may be retained and disclosed in accordance with applicable law, Digi2L’s Privacy Policy, valid legal process, or regulatory requirement.

12. Changes to this Policy

Digi2L may update this Policy from time to time to reflect legal, operational, platform, process, or contact-detail changes.

Updates will be effective from the date of publication unless a later date is specified or prior notice is required under applicable law.