GRIEVANCE REDRESSAL & CONSUMER
COMPLAINTS

1. PURPOSE & SCOPE

1.1 Purpose

This Policy establishes the grievance redressal mechanism of STCNET Private
Limited for consumers, Promoters / Referrers, and other eligible complainants
interacting with the Company through its official website, platform, products,
services, or authorised channels.

This Policy is designed to:

• provide a clear and simple process for filing complaints;
• ensure timely acknowledgement and resolution of grievances;
• provide complaint tracking through a ticket / reference number;
• protect consumer rights in accordance with applicable law;
• ensure transparent handling of order, refund, return, cancellation,
  delivery, platform, and conduct-related issues;
• demonstrate STCNET’s commitment to consumer protection and regulatory
  compliance.

1.2 Legal Basis

This Policy is framed with reference to applicable Indian laws and regulatory
requirements, including:

1.3 Applicability

This Policy applies to complaints relating to:

• purchases made through STCNET’s official website or platform;
• orders, invoices, payments, refunds, returns, cancellations, delivery,
  product issues, and service issues;
• conduct of Promoters / Referrers connected with STCNET;
• commission, KYC, wallet, payout, or participation-related grievances of
  Promoters / Referrers;
• misuse of STCNET’s name, platform, brand, communication channels, or
  referral system;
• any other matter that the Company is legally required to address under
  applicable law.

This Policy does not apply to complaints unrelated to STCNET, complaints against
unrelated third parties, or disputes outside the Company’s lawful control, except
to the extent STCNET is required to assist under applicable law or Company
policy.

2. GRIEVANCE REDRESSAL OFFICER

2.1 Designation

STCNET has appointed / shall appoint a designated Grievance Redressal Officer
for handling consumer complaints and platform-related grievances.

2.2 Contact Details

Complaints may be submitted by email or through the online grievance
mechanism at any time. Review and response shall be handled during working
hours, unless urgent action is required under applicable law or Company policy.

2.3 Role and Responsibilities

The Grievance Redressal Officer shall:

• receive and acknowledge complaints;
• assign or ensure assignment of a complaint / ticket reference number;
• coordinate investigation of complaints;
• seek information or documents from the complainant where required;
• coordinate with internal teams, logistics partners, payment service
  providers, Promoters / Referrers, or vendors where necessary;
• communicate resolution, rejection, delay, or escalation status to the
  complainant;
• maintain complaint records in accordance with applicable law and
  Company policy;
• escalate unresolved or serious matters to the Nodal Officer / Compliance
  Officer where required.

3. NODAL / COMPLIANCE OFFICER

3.1 Designation

STCNET has appointed / shall appoint a designated Nodal Officer / Compliance
Officer for regulatory coordination, direct selling compliance, and escalation of
statutory or serious consumer protection matters.

3.2 Contact Details

3.3 Role and Responsibilities

The Nodal / Compliance Officer shall:

• oversee compliance with applicable consumer protection and direct selling
  requirements;
• coordinate with regulators, authorities, and competent bodies where
  required;
• review escalated or serious grievance matters;
• monitor recurring complaint patterns and compliance risks;
• oversee the functioning of the grievance redressal framework;
• report significant compliance matters to the Company’s management
  where required.

The Nodal / Compliance Officer is not the first point of contact for ordinary
complaints unless escalation is required.

4. COMPLAINT FILING MECHANISM

4.1 Channels for Filing Complaints

Complaints may be submitted through the following official channels:

STCNET may require the complainant to verify identity, order details, contact
details, or supporting documents before processing a complaint.

4.2 Information Required

To help STCNET investigate and resolve complaints efficiently, the complainant
should provide:

• full name;
• registered mobile number and email address;
• order number, invoice number, ticket number, promoter / referrer ID, or
  transaction reference, where applicable;
• clear description of the issue;
• date of transaction or incident;
• product name or service details, where applicable;
• payment reference, where applicable;
• screenshots, invoices, receipts, delivery proof, communication records,
  photographs, or other supporting documents;
• desired resolution, where applicable.

Incomplete information may delay resolution. STCNET may seek additional
details where required.

4.3 Ticket / Complaint Reference Number

Each complaint lodged through the official grievance mechanism shall be
assigned a unique complaint number, ticket number, or reference number.

The complainant may use this number to track the status of the complaint and for
all future correspondence with STCNET.

5. SERVICE LEVEL COMMITMENT

5.1 Acknowledgement

The Grievance Redressal Officer shall acknowledge receipt of a consumer
complaint within 48 working hours of receipt of the complaint.

5.2 Resolution Timeline

The Company shall endeavour to redress complaints normally within 30 days
from the date of receipt of the complaint, in accordance with applicable law and
the nature of the grievance.

5.3 Delay Communication

Where a complaint cannot reasonably be resolved within 30 days due to
investigation, incomplete documents, third-party dependency, logistics
verification, payment gateway confirmation, regulatory process, force majeure,
or any other lawful reason, STCNET shall communicate the reason for delay in
writing to the complainant.

Where reasonably practicable, the Company may also provide an indicative
timeline for further action.

6. ESCALATION MATRIX

A complainant should generally approach Level 1 first unless the matter involves
serious fraud, data misuse, regulatory concern, or urgent legal issue.

7. EXTERNAL REMEDIES AVAILABLE TO CONSUMERS

If a complainant is not satisfied with the Company’s response, or where
permitted under law, the complainant may approach appropriate external
mechanisms.

7.1 National Consumer Helpline

7.2 Consumer Commissions / e-Jagriti

Consumers may file complaints before the appropriate District, State, or National
Consumer Disputes Redressal Commission in accordance with the Consumer
Protection Act, 2019.

7.3 Central Consumer Protection Authority

For matters involving unfair trade practices, misleading advertisements, or
consumer rights issues affecting public interest, the competent authority under
the Consumer Protection Act, 2019 may be approached in accordance with
applicable law and Government mechanisms.

7.4 Cyber Fraud / Online Fraud

Where the complaint involves cyber fraud, unauthorised transaction, phishing,
impersonation, fake website, fake payment link, or online financial fraud, the
complainant may also approach the national cybercrime reporting mechanism.

7.5 Banking / Payment Service Issues

For complaints relating specifically to a bank, payment gateway, payment
aggregator, UPI service provider, or regulated payment service entity, the
complainant may also approach the concerned bank / payment service provider
or the applicable RBI grievance mechanism, where legally available.

External remedies are in addition to, and do not restrict, any statutory rights
available to consumers under applicable law.

8. PROMOTER / REFERRER GRIEVANCES

8.1 Commission Grievances

Promoters / Referrers with commission-related grievances should first verify the
relevant transaction details in their dashboard, wallet ledger, commission
statement, order status, return / refund status, KYC status, and payout eligibility
records.

If the discrepancy persists after such verification, they should submit a complaint
through the official grievance channel with supporting documents, including
order details, screenshots, transaction references, dashboard entries, payout
records, and relevant communications.

Commission disputes shall be assessed strictly in accordance with:

• the sale-only compensation structure;
• 2% capped commission framework;
• product / service commission eligibility;
• valid referral attribution;
• monthly computation and payout cycle;
• return, cancellation, refund, fraud, and chargeback adjustments;
• KYC, tax, and compliance requirements;
• the latest Compensation Structure & Commission Disclosure Policy.

8.2 Conduct Grievances

Promoters / Referrers may report violations of the Promoter / Referrer Code of
Conduct, including:

• income claims;
• recruitment income claims;
• fake reviews;
• unauthorised fees;
• misleading social media posts;
• brand misuse;
• consumer harassment;
• data misuse;
• unauthorised payment collection;
• mis-selling or unfair practices.

Such complaints may be investigated by STCNET, and appropriate action may be
taken in accordance with Company policy and applicable law.

8.3 No Public Escalation or Harassment

Promoters / Referrers shall not escalate grievances by:

• contacting consumers for pressure;
• making misleading public posts;
• threatening other Promoters / Referrers;
• spreading unverified allegations;
• harassing Company staff, consumers, vendors, or other participants;
• misusing social media or public platforms to interfere with grievance
  resolution.

Such conduct may constitute a breach of the Promoter / Referrer Code of Conduct.

9. CONFIDENTIALITY & NON-RETALIATION

9.1 Confidentiality

Complaints shall be handled with appropriate confidentiality.

Personal information submitted during grievance handling shall be processed in
accordance with STCNET’s Privacy Policy, applicable data protection laws, and
lawful business requirements.

STCNET may disclose complaint-related information to employees, officers,
logistics partners, payment service providers, vendors, professional advisors,
regulators, law enforcement agencies, or competent authorities where necessary
for investigation, resolution, compliance, or legal purposes.

9.2 Non-Retaliation

STCNET prohibits retaliation, harassment, intimidation, or victimisation of any
person who files a complaint in good faith.

False, malicious, fabricated, or bad-faith complaints may themselves be treated as
a violation of Company policy and applicable law.

10. ABUSE OF GRIEVANCE MECHANISM

STCNET may take appropriate action against frivolous, malicious, repeated,
abusive, threatening, fabricated, or vexatious complaints.

However, every complaint shall be assessed fairly, and the Company shall not
reject a complaint merely because it is inconvenient, critical, or adverse to the
Company.

11. RECORDS & AUDIT

STCNET shall maintain records of complaints in accordance with applicable law
and internal compliance requirements.

Complaint records may include:

• complaint number / ticket number;
• date and time of receipt;
• complainant details;
• category of complaint;
• order, invoice, or transaction details, where applicable;
• acknowledgement date;
• communications with the complainant;
• documents submitted;
• investigation notes;
• action taken;
• resolution date;
• delay reasons, if applicable;
• escalation history.

Such records may be retained for the period required under applicable law,
regulatory requirement, accounting requirement, litigation need, audit
requirement, or Company policy.

Where commercially and legally appropriate, STCNET may retain complaint
records for up to 8 years for audit, regulatory, legal, and compliance purposes.

12. RELATED POLICIES

This Policy should be read together with:

1. Legal Entity & Statutory Disclosures

2. Consumer Protection (Direct Selling) Compliance Statement

3. Promoter / Referrer Code of Conduct

4. Compensation Structure & Commission Disclosure

5. Returns, Refunds & Cancellation

6. Pricing, Payments & Charges

7. Shipping, Delivery & Fulfilment

8. Privacy Policy

9. Terms & Conditions (Website Use)

10. Product / Service Regulatory Disclosures

11. Cookie & Tracking Consent Policy

12. No Income Guarantee Disclaimer

13. Compliance Index & Statutory Mapping

13. POLICY UPDATES

This Policy may be amended, revised, or updated from time to time to reflect
changes in applicable law, regulatory requirements, internal compliance
practices, technology systems, grievance channels, external complaint
mechanisms, or business operations.

The latest version published on the STCNET website shall prevail.

End of Policy #5 – Grievance Redressal & Consumer Complaints