Grievance Redressal

1. Purpose

Xeneva Hospitality Private Limited ("Xeneva", "we") is committed to providing a transparent, time-bound mechanism for receiving and resolving complaints from users of xenevaservices.com. This Grievance Redressal Policy is published in compliance with:

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020
• Digital Personal Data Protection Act, 2023 (for data-related grievances)

2. Appointed Grievance Officer

In accordance with the IT Rules 2021 and Section 5 of the Consumer Protection (E-Commerce) Rules 2020, the following officer has been appointed to receive and address grievances of users:

3. What kind of complaints?

You may file a grievance with us regarding (without limitation):

• Issues with a booking, payment, refund or cancellation that have not been resolved by our customer care team within 7 business days.
• Suspected unauthorised use of your account or payment instrument.
• Unlawful, obscene, defamatory, harassing or otherwise objectionable content found on the platform.
• Privacy-related grievances and requests to access, correct, erase or port your personal data under the DPDP Act 2023.
• Allegations of false or misleading advertisements.
• Any breach of the Terms & Conditions or other site policies by Xeneva, a partner or another user.

4. How to file a complaint

1. Write to grievance@xenevaservices.com with the subject: "Grievance – [brief subject]".
2. Include the following details so we can investigate promptly:
   • Your full name, registered email, phone number;
   • Order ID / booking reference (if applicable);
   • A clear description of the issue, including dates and amounts;
   • Any supporting documents, screenshots, or communication trails;
   • The resolution you are seeking.
3. You may also send a written complaint by post to the address above.

5. Acknowledgement & resolution timeline

We adhere to the statutory timelines prescribed under the IT Rules 2021. Specifically:

Stage	Action	Timeline
Acknowledgement	Written confirmation of receipt and reference number	Within 24 hours
Investigation & update	First substantive response on findings or next steps	Within 7 days
Resolution	Final disposal of the complaint	Within 15 days of receipt
Take-down requests under IT Rules	Action on unlawful content notified by a court or authorised agency	Within 36 hours
DPDP Act data-rights requests	Action on access / correction / erasure / portability requests	Within statutory timeline (typically 30 days)

6. Internal escalation

If you are not satisfied with the response of our Grievance Officer, you may escalate the matter, in writing, to:

Compliance Department
Xeneva Hospitality Private Limited
Top Floor Office No 502, 1/56-D, Lalita Park,
Laxmi Nagar, East Delhi, Delhi — 110092
Email: care@xenevaservices.com

7. External redressal options

Your statutory rights are not affected by this Policy. If your grievance remains unresolved after exhausting our internal mechanism, you may approach:

• National Consumer Helpline — 1915 / consumerhelpline.gov.in
• Consumer Disputes Redressal Commission — District, State or National, depending on the value of the dispute, under the Consumer Protection Act 2019.
• Data Protection Board of India — for grievances under the Digital Personal Data Protection Act 2023, once operational.
• Cyber crime cells — cybercrime.gov.in for online fraud, impersonation or cyber-related offences.

8. False or vexatious complaints

We treat every complaint with seriousness and good faith. However, complaints that are knowingly false, frivolous or made with the intent to harass an individual or business may be rejected and, where appropriate, reported to the relevant authorities. We reserve the right to take action against repeat false complainants in accordance with applicable law.

9. Confidentiality

All complaints and their resolution are handled in confidence. Personal information collected as part of grievance handling is processed strictly in accordance with our Privacy Policy and retained only for as long as required by law.

10. Changes to this policy

We may update this Policy from time to time to reflect changes in law or our processes. The updated version will be published on this page with the revised date.