Grievance Redressal Policy

Eden's Home is committed to addressing complaints and concerns from our guests, property owners, and platform users in a fair, timely, and transparent manner.

This Grievance Redressal Policy is published in compliance with:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Digital Personal Data Protection (DPDP) Act, 2023
• Consumer Protection Act, 2019

Eden's Home has appointed a Grievance Officer to receive and address complaints. The Grievance Officer is the designated point of contact for all issues related to platform use, bookings, data privacy, and content.

Name: Aviral Sharma

You may raise a grievance about any of the following:

• Booking disputes — incorrect charges, failed payments, unresolved refunds
• Property complaints — stay experience did not match the listing, safety concerns, property condition issues
• Data privacy — requests to access, correct, or erase your personal data; concerns about how your data is used
• Account issues — wrongful suspension or termination, unauthorised activity
• Platform conduct — misleading information, unfair practices, or violations of these Terms
• Content disputes — inaccurate listing information, property misrepresentation
• Any other concern related to your use of the Eden's Home platform

To file a grievance, send an email to avirals@edenshome.in with the subject line: "Grievance — [Brief Description]".

Please include the following in your message:

• Your full name and registered email address or phone number
• Your booking confirmation number (if the grievance is booking-related)
• A clear description of the issue and when it occurred
• What resolution you are seeking
• Any supporting documentation (screenshots, receipts, photos) relevant to the complaint

We are committed to the following response timelines:

• Acknowledgement of your grievance — within 24 hours of receipt
• Initial response with a proposed resolution or next steps — within 7 days
• Full resolution of the grievance — within 30 days of receipt, in line with IT Rules 2021

If a grievance cannot be resolved within 30 days due to complexity (e.g. third-party involvement or pending investigation), we will notify you of the reason and provide an expected resolution date.

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate your complaint to the appropriate authority:

• For data privacy complaints: the Data Protection Board of India, once established and operational under the DPDP Act, 2023
• For consumer complaints: the National Consumer Disputes Redressal Commission (NCDRC) or your State Consumer Forum
• For general platform disputes: courts of competent jurisdiction in New Delhi, India

This policy may be updated from time to time to reflect changes in law or our processes. The "Last updated" date at the top reflects the most recent revision.