Grievance Redressal Policy
Stoorez Grievance Redressal Policy
Effective Date: 20-07-2025
Policy Information
Operated by: Stoorez Innovations Private Limited
Registered Office: Isnapur, Hyderabad, Telangana – 502307
Website: www.stoorez.com
Jurisdiction: Republic of India
1. Objective and Scope
The Stoorez Grievance Redressal Policy ("Policy") outlines the mechanisms for users to escalate complaints, disputes, and concerns regarding any aspect of the Stoorez storage and parking platform,covering services, bookings, payment issues, privacy, safety, abuse, and regulatory compliance. This Policy ensures fair, transparent, and timely resolution for all parties, in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and other applicable Indian laws.
Stoorez operates an online, app-based platform that facilitates the discovery, booking, agreement, and payment for two main categories:
- Storage Services: Neighborhood Storage, Small Business Storage, and B2B Storage
- Parking Services: Neighborhood Parking and Commercial Parking
2. Who Can Raise a Grievance?
- Seekers: Any user who books or attempts to book a storage or parking space.
- Hosts: Any space owner or manager who lists property on the Stoorez platform.
- Third Parties: Directly impacted parties such as building societies, co-residents, or registered representatives (in limited scenarios).
3. Types of Grievances Covered
- Service dissatisfaction or quality complaints
- Cancellations, refunds, or payout delays
- Alleged fraud, misrepresentation, or breach of Terms
- Data privacy, misuse, or unauthorized disclosure
- Illegal activity, unsafe conditions, or regulatory non-compliance
- Harassment, abuse, or discrimination by other users
- Access denial or property issues related to a valid booking
- Content takedown requests (under IT Rules)
- Any other matter impacting user rights, safety, or compliance
4. Grievance Submission Process
Step 1: Lodge Complaint
- Primary channel: support@stoorez.com
- Alternate: In-app "Help/Report" tool, user dashboard, or website contact form
Details Required:
- Full name and registered contact info
- Booking/reference number (if applicable)
- Date, time, description, and evidence (screenshots, messages, receipts)
- Any related third-party correspondence or authority notice
Step 2: Acknowledgement
- All valid grievances will be acknowledged within 36 hours (as per IT Rules, 2021).
- A unique ticket/case ID will be assigned and shared via email or SMS.
5. Grievance Redressal and Escalation Mechanism
| Stage | Responsible Person/Team | Timeline | Resolution Actions |
|---|---|---|---|
| Initial Review | Customer Support Team | 36 hours | Categorize, request additional info, prioritize safety |
| Primary Investigation | Dedicated Resolution Officer | 3–5 business days | Seek evidence, mediate, provide provisional response |
| Final Review/Closure | Grievance Officer | ≤ 15 days | Detailed findings, formal closure, or policy escalation |
| Further Escalation (if unresolved) | Senior Management / Board Nominated Officer | ≤ 7 days (advisory) | Review for compliance, report to regulatory authority if needed |
Note:
- Complex or multi-party issues, disputes under regulatory/law enforcement investigation, or cases requiring legal advice may extend the process, but users will be kept informed in writing about delays and progress.
- Legal or municipal notices relating to property permissions or zoning are the sole responsibility of the Host. Stoorez will act to delist non-compliant listings but does not mediate or accept liability for such external actions.
6. Grievance Officer Details
Designated Grievance Officer (per IT Rules, 2021):
- The Grievance Officer is responsible for tracking all complaints, ensuring compliance with legal timelines, and acting as liaison with regulatory bodies if required.
- All communication/disclosure is in accordance with the Stoorez Privacy Policy and Indian law.
7. Whistle-Blowing, Anonymous, and Urgent Complaints
- Stoorez respects and investigates anonymous or whistle-blower complaints where safety, rights, or law violations are suspected.
- Life safety, child protection, criminal activity, or urgent authority-directed complaints are expedited and processed out of turn.
8. User Data, Confidentiality, and Record Keeping
- All grievance details are treated as confidential and are accessible only to authorized personnel for resolution purposes.
- Stoorez maintains a record of each grievance and its resolution for at least five years from closure, or as required by law.
9. Policy for Unresolved, Frivolous, or Abuse Complaints
- If a user is unsatisfied with resolution, a written appeal may be submitted to Stoorez senior management or, where warranted, to district consumer disputes forum or appropriate authority.
- Frivolous, vexatious, or malicious complaints may lead to limitation or suspension of Grievance Redressal rights, and repeat offenders may be blacklisted.
10. Reporting to Authorities
- Complaints involving illegal activity, regulatory breaches, or safety threats may be directly reported to police, municipal authority, or data regulators even if the platform process is still ongoing.
- Stoorez will cooperate fully with lawful investigations, subject to user data privacy protections and statutory process.
11. Policy Updates & Publication
- This Policy will be reviewed, updated, and published annually or as required by changes in law or operational need.
- All changes will be notified to users via email or website notice.
- Latest version is always accessible at www.stoorez.com
12. Acceptance
By using Stoorez, all users acknowledge their understanding and agreement with this Grievance Redressal Policy. Non-compliance with this process or abuse of the complaint system may subject the user to platform penalties and/or legal consequences.
For detailed clarification or support, write to support@stoorez.com or see our full terms at www.stoorez.com/