VenueX (“we,” “us,” or “our”) is committed to maintaining transparency, accountability, and user trust. This Grievance Redressal Policy outlines the procedure for addressing complaints and grievances raised by users or service providers who interact with our website at www.venuex.in

1. Purpose

This policy is intended to provide a formal mechanism for resolving grievances related to:

• Misrepresentation by a listed venue, vendor, or experience provider
  
• Unresolved disputes or non-responsive behavior
  
• Inaccurate or misleading information on the Website
  
• Issues related to data usage, privacy, or communication
  
• Inappropriate content, abuse, or listing violations
  
• Any other legitimate concern relating to the use of the Website or associated services

   

2. Who Can Raise a Grievance

The grievance process is available to:

• Website users
• Listed venue, vendor, or experience partners
• Individuals or businesses who have interacted with the Website or its services
• Any party whose information is listed on the Website, whether or not they have claimed or subscribed to a listing

   

3. How to Submit a Grievance

To file a grievance, please email the following details to our designated Grievance Officer:

• Your full name
• Email address and phone number
• A detailed description of the issue
• Relevant reference details (e.g., enquiry ID, listing name, date of incident)
• Supporting documents or screenshots, if applicable

Send your grievance to:

Grievance Officer: Ms. Dinesh

Email: support@venuex.in

Phone: +91 8130696954

Available: Monday to Friday, 10:00 AM – 6:00 PM IST

4. Response and Resolution Timeline

• Acknowledgement of your grievance will be sent within 48 hours of receipt
• We aim to provide a full resolution within 7 business days, depending on the complexity
• If additional time is required, you will be informed of the revised timeline and reason

   

5. Confidentiality

All grievances will be handled with discretion. The identity and details of the complainant will only be shared with internal personnel or relevant third parties strictly on a need-to-know basis, and only for the purpose of resolving the matter.

6. Escalation

If your grievance is not resolved satisfactorily within the expected timeline, you may escalate the matter by replying to the same email thread and requesting a higher-level review.

Escalations will be prioritized, and our team will provide an additional layer of review and resolution support within 5 business days of escalation.

7. Grievances Regarding Public Listings

We allow listing of publicly available vendor and venue information. If you are a service provider and believe your profile has been listed without your knowledge or with inaccurate information, you may raise a grievance to:

• Request a correction
• Claim the listing
• Request removal (subject to verification and compliance review)

VenueX reserves the right to verify the authenticity of such requests and act in good faith without admitting legal liability.

8. Legal Compliance and Obligations

This Policy complies with relevant provisions of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other applicable laws in India.

VenueX functions as a digital intermediary and does not endorse or guarantee any vendor or user-submitted content. We respond to takedown or grievance requests in accordance with the due diligence standards under Indian IT law.

9. Policy Review

This policy may be reviewed and updated periodically to reflect:

• Changes in applicable law or regulatory guidance
• Operational improvements or platform changes
• User or partner feedback

The latest version will always be available on the Website.

10. Contact Us

For non-grievance-related support, general enquiries, or assistance, please contact:

VenueX Support Team

Email: support@venuex.in

Address: The Grandreams Luxury Venues,

PLOT NO.2, SHAMBHU DAYAL MARG, ROAD,

Outer Ring Road, Kalkaji, New Delhi, Delhi 110020