This Grievance Redressal Policy is published in accordance with applicable Indian law, including the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (to the extent applicable), and the Consumer Protection (E-Commerce) Rules, 2020, to provide Business Users of business.withrovrr.com with a clear mechanism for raising and resolving grievances.

If you are an individual seeking employment, please head over to our seeker platform at withrovrr.com for the grievance redressal mechanism applicable to job seekers.

1. Grievance Officer

We have appointed a Grievance Officer to address complaints and grievances raised by Business Users of the Platform.

Email: grievance@withrovrr.com

Working hours: Monday to Friday, 9:00 AM – 6:00 PM IST, excluding public holidays

2. What May Be Reported as a Grievance

• Any unauthorized use of your account or company information
• Disputes regarding billing, plans, or add-on purchases not resolved through standard business support
• Concerns regarding the conduct of any Seeker or other Business User on the Platform
• Any breach of these Terms of Service or our Privacy Policy that you believe has occurred
• Concerns regarding Ayla's performance or evaluation accuracy

3. How to Raise a Grievance

Scale and Enterprise Business Users should first raise concerns with their dedicated account manager, who is positioned to resolve most operational issues directly. Where a matter remains unresolved, or for Starter and Growth Business Users, you may raise a grievance by writing to grievance@withrovrr.com, providing:

1. your company name and registered account email
2. a clear description of the grievance
3. relevant supporting documentation, where applicable
4. the resolution you are seeking

4. Resolution Timeline

We shall acknowledge receipt of your grievance within 24 hours. We shall endeavor to resolve the grievance within 15 (fifteen) business days from the date of acknowledgment. Where a grievance requires further investigation or involves third parties (including payment processors or other users), the resolution timeline may be extended, and you will be informed accordingly.

5. Escalation

If you are not satisfied with the resolution provided, you may escalate the matter in writing to the Grievance Officer, who shall review the matter afresh and provide a final response within a further 15 business days. Nothing in this Policy limits your right to approach the appropriate consumer forum, regulatory authority, or court of competent jurisdiction at any time.

6. Relationship With Refund and Dispute Provisions

Business Users are reminded that, in accordance with Section 4 of our Terms of Service, any grievance relating to a payment dispute should first be raised through this grievance mechanism or with our business support team, allowing a reasonable opportunity for resolution, before initiating a chargeback or payment reversal with a bank, card issuer, or payment processor.

7. For Job Seekers

If you are an individual job seeker, please head over to our seeker platform at withrovrr.com for the grievance redressal policy applicable to you.

8. Contact

Email: grievance@withrovrr.com