Grievance Redressal

Lokazen takes complaints seriously. This page sets out how you can raise a grievance, who handles it, and the timelines we follow. This policy is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, framed under the Information Technology Act, 2000.

Who Can File a Grievance

Any user of the Lokazen platform — brand, property owner, Scout, or visitor — can file a grievance. So can any third party whose rights they believe have been affected by content or conduct on the platform.

What You Can Raise

• Misuse of the platform — fraud, impersonation, harassment, or abuse
• Listings, photos, or content that infringe your intellectual property or other rights
• Privacy concerns — your personal data, KYC, or notifications
• Billing or payout issues that the support team has been unable to resolve
• Concerns about how an automated matching or ranking decision affected you
• Any other complaint about Lokazen's services, policies, or conduct

How to File a Grievance

Write to our Grievance Officer at the address below. Please include:

• Your full name, registered email, and phone number
• The nature of the complaint and the relevant facts
• Any account, transaction, or content reference (URL, listing ID, transaction ID, screenshot)
• What outcome you are seeking
• A statement that the information you are providing is true to the best of your knowledge

We may need to verify your identity before acting on a grievance, particularly where it involves personal data or account-level changes.

Grievance Officer

Please mark the email subject line as "Grievance" so the Grievance Cell can route it correctly.

Our Timelines

• Acknowledgement: within 24 hours of receiving your grievance.
• Action on unlawful content: where a grievance flags content that infringes another person's rights or violates law, we will act on it within 72 hours.
• Final resolution: within 15 days from receipt.

Where a grievance is complex or requires inputs from third parties (such as our identity verification partner or a payment gateway), we will keep you updated on progress within the 15-day window.

Escalation

If you are not satisfied with the outcome of your grievance, you may write back to the Grievance Officer with the reference number of the original complaint and the reasons for escalation. We will treat that as a fresh request and respond within the same timelines.

Your statutory rights — including the right to file a complaint with the appropriate data protection or consumer-protection authority, or to approach a court of competent jurisdiction in Bengaluru — are not affected by this grievance process.

What This Process Does Not Cover

The Grievance Cell handles complaints about Lokazen, its platform, and its conduct. It cannot adjudicate disputes between a lessor (property owner) and a lessee (brand or tenant) introduced through the platform. Those are private commercial matters between the parties; please see our Legal & Compliance hub for the limits of our role.