Grievance Redressal Policy

1. Purpose

   This Grievance Redressal Policy aims to provide a clear, transparent, and timely mechanism for users (buyers, sellers, partners, and other stakeholders) of the Nxcar platform to raise concerns or complaints about any aspect of our products, services, or interactions.

2. Scope

   This policy applies to all:

   • Registered and unregistered buyers and sellers on Nxcar.in and our mobile app(Nxcar : Sell and Buy Used Cars and Nxcar Partners)

   • Users, dealers, and partner entities

   • Visitors to our website and social media channels

   • Employees, contractors, and third‑party service providers whose actions may give rise to grievances

3. Definitions

   • Grievance: Any expression of dissatisfaction or concern regarding Nxcar’s services (e.g., listing quality, transaction support, loan facilitation, data privacy).

   • Complainant: An individual or entity raising a grievance under this policy.

4. Grievance Redressal Team

   • Grievance Officer: The primary point of contact responsible for logging, investigating, and resolving grievances.

   • Escalation Committee: A cross‑functional team (Operations, Compliance, Legal, Customer Support) that reviews unresolved or high‑severity cases.

   Grievance Officer Contact Details:

   • Email: contact@nxcar.in

   • Phone: +91 9289213935

   • Postal Address: Nxfin Technologies Private Limited, 3rd Floor, Plot No. 809 , Sector 42, Golf Course Road, Gurgaon Haryana, India 122009

5. Guiding Principles

   • Accessibility: Multiple channels to lodge grievances (email, phone, web form, in-app support).

   • Confidentiality: Personal data and case details are protected; shared only on a need‑to‑know basis.

   • Impartiality: Investigations are conducted without bias or conflict of interest.

   • Timeliness: Acknowledgement within 2 business days; resolution communicated within 15 business days.

   • No Retaliation: Complainants will not face adverse actions for raising genuine concerns.

6. Grievance Lodgement Process

   • Submission: Complainants can submit grievances via:

   • Acknowledgement: Grievance Officer logs the case, assigns a unique reference number, and acknowledges receipt within 7 business days.

   • Preliminary Assessment: Officer assesses scope and severity; assigns case for investigation or resolves directly if straightforward.

   • Investigation: Gather documentation, interview relevant parties (internal teams, dealers, customers).

   • Resolution Proposal: Draft proposed corrective actions or compensatory measures.

   • Decision & Communication: Notify complainant of findings and actions within 30 business days of acknowledgement.

   • Implementation & Closure: Execute corrective measures; confirm closure with complainant and solicit feedback.

7. Escalation & Appeals

   • If dissatisfied, complainants may escalate to the Escalation Committee by writing to-
     
     
     Dinesh Kumar Sharma,
     
     Nxfin Technologies Private Limited,
     
     3rd Floor, Plot No. 809
     
     Sector 42, Golf Course Road,
     
     Gurgaon Haryana, India 122009
     
     
     

   • The Committee will review and communicate its final decision within 10 business days of escalation.

8. Policy Review

   • This policy is reviewed annually or upon significant changes in regulatory requirements, service offerings, or organizational structure.