Grievance Redressal Policy
MAAI is committed to accessible, fair, time-bound, and non-retaliatory handling of all complaints, disputes, and regulatory concerns.
1. Our commitment
M/s. NVK WELLNESS LLP, trading as MAAI, will provide accessible, fair, time-bound and non-retaliatory handling of complaints. Ms Nehal Rajendra Saraf is the Grievance and Nodal Officer for consumer, e-commerce, platform, content and privacy coordination, without limiting any separately required statutory officer.
2. What may be raised
- Booking, cancellation, refund, pricing, fee, payment, payout or invoice issues.
- Professional or Parent conduct, harassment, discrimination, account misuse, fake profile, unapproved substitute or review manipulation.
- Child safety, safeguarding, identity mismatch, injury, abuse, neglect, grooming or emergency response.
- Privacy, consent, access, correction, erasure, marketing, background verification, security or personal-data breach.
- Account restriction, deactivation, ranking, incentive, workday/social-security reporting or human-review appeal.
- Unlawful content, intellectual property, platform accessibility, misleading listing, dark pattern or sponsored/ranking disclosure.
3. How to submit
Use in-app Help where available, email hello@maai.org.in, telephone +91 90041 99780, or write to the registered office below. Give your name/contact, role, Booking/account reference, date, a concise description, desired resolution and minimum relevant evidence. Do not send payment OTPs, full card data, unnecessary Aadhaar copies, intimate Child images or public allegations.
MAAI will accept complaints in English or a reasonably supported Indian language and will offer reasonable accessibility assistance. An authorised representative may complain with proof of authority. Anonymous safety reports will be assessed on available information, although anonymity may limit follow-up.
4. Intake copy and classification
- On receipt, MAAI assigns a unique ticket and preserves the original submission.
- MAAI provides the complainant, electronically and without charge, a copy or faithful summary of the complaint as recorded, including date/time and ticket number.
- The case is classified for emergency/safeguarding, payment/consumer, privacy/security, account/work, content/IP or general support and routed only to authorised personnel.
- MAAI requests only information necessary to decide the issue and separates payment remedy from safety/mandatory reporting.
5. Service standards & Resolution SLAs
6. Fair investigation
- A reviewer without a material conflict considers account/Booking logs, messages, payment records, screening status, policies, witness information and relevant evidence.
- Each affected person ordinarily receives the substance of an allegation and a reasonable chance to respond, except where disclosure would endanger a Child/person, reveal protected data, prejudice an investigation or breach law.
- Decisions consider reliability, severity, recurrence, context, impact, remediation and consistency. A vendor score or automated flag is not by itself a final permanent adverse decision.
- MAAI protects the complainant and reported person from unnecessary disclosure and prohibits retaliation for good-faith reports. Knowingly false or fabricated reports may breach the Community Guidelines.
- Possible remedies include explanation, correction, refund/adjustment, replacement, content removal, data-right action, apology, training, warning, rematch block, feature restriction, suspension, termination or authority referral.
7. Child safety and POCSO handling
MAAI does not privately investigate in a way that delays or interferes with police/SJPU reporting. Personnel must not interview a Child repeatedly, confront the alleged person, promise secrecy, seek settlement or reveal a Child’s identity unlawfully. Preserve original messages, logs and records; restrict access; and follow lawful authority directions.
If the threshold for mandatory reporting is met, the reporter/MAAI must report promptly as required by section 19 of the Protection of Children from Sexual Offences Act, 2012 (POCSO). Internal closure does not cancel an authority report. The Child’s immediate safety, privacy and access to support take priority over account/payment outcomes.
8. Privacy and security grievances
Requests may concern access, processing summary, correction, completion, update, erasure, consent withdrawal, nomination, direct marketing or grievance. MAAI will verify identity/authority proportionately and explain lawful refusal or continued retention. Rights and Data Protection Board access apply from the commencement of relevant DPDP provisions; current IT/SPDI and other remedies remain available where applicable.
9. Account deactivation appeals
An appeal should identify the decision, reason it is incorrect, and supporting evidence. A different or appropriately senior reviewer will ordinarily conduct human review. MAAI may maintain interim restrictions needed for safety or law, but will not withhold the reason unless disclosure would create a legal/safety/investigation risk. Successful appeals trigger correction of relevant account, rating, payout, workday and downstream records.
10. Escalation outside MAAI
- Consumer / e-commerce: National Consumer Helpline: 1915 or consumerhelpline.gov.in; competent Consumer Commission through e-Jagriti.
- Immediate danger / crime: Emergency 112; local police; Special Juvenile Police Unit for POCSO; Child Helpline 1098 for assistance.
- Personal data: Data Protection Board of India when the statutory jurisdiction is in force (after internal opportunity); other current competent court/authority.
- Payment: Issuing bank, UPI/payment provider or RBI complaint route as applicable.
- Gig-worker / social security: Applicable e-Shram / social-security portal or labour authority.
- Intellectual property / content: Rights-owner notice, competent court or law-enforcement route.
MAAI intends to participate in the National Consumer Helpline convergence process as required from 1 January 2027 and will maintain complaint-copy, tracking and escalation functionality under e-commerce rules.
11. Records learning and transparency
MAAI keeps a restricted case record for resolution, consistency, fraud/safety analysis, regulatory reporting and legal claims, subject to the Privacy Policy and retention schedule. It will review trends, root causes, repeat actors, refund friction, identity/substitution risk and response performance. Annual dark-pattern self-audit and public compliance certificate will be displayed when required from 1 January 2027.
Contact Information
Grievance and Nodal Officer: Ms Nehal Rajendra Saraf
M/s. NVK WELLNESS LLP, LLPIN ACR-7862
F/504, Sterling Court, Maheshwari Nagar, Chakala MIDC, Andheri (East), Mumbai – 400093, Maharashtra, India