Terms & Conditions

Customer Service and Support Policy

Place: Kolkata, West Bengal, India
Last Updated On: Saturday, 20 December 2025

Legal Nature of the Document

This Customer Service and Support Policy (“Policy”) constitutes an electronic record within the meaning of the Information Technology Act, 2000, and the rules made thereunder, as amended from time to time, and is legally valid and enforceable in accordance with the provisions governing electronic records and electronic contracts under Indian law.

This Policy is generated by a computer system and, in accordance with applicable law, does not require any physical, electronic, or digital signature for validity, binding effect, or enforceability.

By accessing, browsing, registering on, or using the IVY Nest Apartments digital platform, website, mobile application, or related services, the User expressly consents to be bound by this Policy.

By clicking on the “I ACCEPT” or “ACCEPT & CONTINUE” button on the digital interface of the Ivy Nest platform, the user (“User”) expressly consents to be legally bound by this Policy, along with all other applicable terms, conditions, policies, and guidelines of Ivy Nest Apartments.

If the User does not agree with any provision of this Policy or any related policy, the User is advised not to access, register on, or avail any services offered through the Ivy Nest digital platform.

About Ivy Nest Apartments & Scope of Customer Service and Support Policy

Ivy Nest Apartments (“Ivy Nest”, “Company”, “we”, “us”, or “our”) is engaged in providing residential accommodation and rental solutions through a technology-enabled digital platform / online portal to intending occupiers and/or licensees.

Customer Categories Served

The platform caters to a diverse range of users, including but not limited to:

• Digital nomads
• Remote workers
• Students
• Working professionals
• Community-focused individuals
• Short-term and long-term residents

Types of Spaces Offered

Through its platform and affiliated listings, Ivy Nest facilitates access to:

• Paying Guest (PG) accommodations
• Rental flats and apartments
• Room-sharing residences
• Hostels
• Co-living spaces
• Co-working spaces
• Workation stays
• Vacation homes and short-term stays

OTA Functionality

In addition to accommodation facilitation, Ivy Nest also operates as an Online Travel Agency (OTA) by:

• Aggregating and listing verified accommodation and rental options
• Displaying pricing, availability, and amenities
• Facilitating digital discovery, comparison, booking, and rental transactions
• Enabling seamless online booking experiences for short-term and long-term stays

All onboarding, verification, booking, and service interactions are conducted entirely through electronic and digital means, ensuring convenience, transparency, scalability, and choice.

Statutory & Regulatory Compliance Statement

This Customer Service and Support Policy is drafted and implemented in full conformity with the following laws as amended and in force in India (2025):

1. Information Technology Act, 2000
   • Electronic records and contracts
   • Validity of click-wrap agreements
   • Intermediary obligations and safe-harbour principles
2. Digital Personal Data Protection Act, 2025 (earlier DPDP Act, 2023)
   • Lawful purpose and user consent
   • Data fiduciary obligations
   • Data minimisation, security safeguards, and user rights
   • Grievance redressal and data deletion mechanisms
3. Consumer Protection Act, 2019
4. Consumer Protection (E-Commerce) Rules, 2020 (as amended)
   • Platform transparency
   • User disclosures
   • Grievance officer and complaint handling
   • Fair onboarding and non-misleading practices
5. Indian Contract Act, 1872
   • Formation of valid electronic contracts
   • Enforceability of digital agreements
6. Applicable State Rent Control Acts / Model Tenancy Act / New Rent Rules, 2025, where relevant
7. Local municipal, zoning, licensing, and real-estate regulations, as applicable to listed properties

 

1. Scope and Applicability

1.1. This Customer Service and Support Policy (“Policy”) sets out the framework governing the provision of customer assistance, service support, communication protocols, and issue-resolution mechanisms offered by IVY Nest Apartments (hereinafter referred to as the “Company”, “IVY Nest”, “Platform”, “we”, “us”, or “our”) in connection with the use of its technology-enabled digital platform and related services.

1.2. This Policy shall apply to, and be binding upon, the following categories of persons and entities, as applicable:

a. Prospective users accessing or browsing the Platform;
b. Registered users who have created an account on the Platform;
c. Occupants, licensees, residents, or guests availing accommodation or allied services through the Platform;
d. Property owners, property partners, vendors, service providers, or other third-party collaborators, to the extent they interact with users through the Platform or rely on IVY Nest’s customer support mechanisms; and
e. Customers who make bookings or reservations directly through the Platform or indirectly through integrated Online Travel Agency (OTA) channels facilitated by IVY Nest.

1.3. This Policy shall apply to all customer interactions, support requests, service communications, and assistance provided by IVY Nest through digital, telephonic, electronic, or other lawful means, whether such interactions occur pre-booking, during occupancy, or post-service, subject to applicable law.

1.4. This Policy shall be read harmoniously and in conjunction with, and forms an integral part of, the following documents, as updated from time to time:

a. Terms of Use / Terms & Conditions;
b. Booking, Cancellation and Refund Policy;
c. Grievance Redressal Policy;
d. Privacy Policy;
e. Cookie Policy;
f. User Onboarding Policy; and
g. OTA-specific disclosures and platform notices.

1.5. In the event of any inconsistency or conflict between this Policy and any other policy, agreement, or platform document, the Terms of Use / Terms & Conditions shall prevail to the extent of such inconsistency, unless otherwise mandated by applicable law.

2. Purpose of the Customer Service and Support Policy

2.1. The purpose of this Customer Service and Support Policy (“Policy”) is to establish a transparent, structured, and legally compliant framework for the provision of customer service, assistance, communication, and support by IVY Nest Apartments (“IVY Nest”, “Company”, “Platform”, “we”, “us”, or “our”) to Users accessing or availing services through its technology-enabled digital platform.

2.2. This Policy is intended to ensure that all customer service and support activities are conducted in a manner that is:

a. Fair, reasonable, and non-discriminatory;
b. Consistent with applicable Indian laws and regulatory requirements, including consumer protection and data protection statutes;
c. Aligned with the Company’s role as a technology intermediary and facilitator, and not as a landlord, broker, or adjudicatory authority; and
d. Designed to enhance transparency, accountability, and user trust without creating any additional contractual, fiduciary, or agency obligations beyond those expressly agreed.

2.3. Specifically, this Policy seeks to:

a. Define the scope, nature, and limitations of customer service and support provided by IVY Nest in connection with accommodation discovery, booking facilitation, onboarding, occupancy-related assistance, and post-service communication;

b. Clarify the channels, modes, and timelines through which Users may seek customer support, raise service-related queries, or report issues, grievances, or service disruptions;

c. Establish a standardised mechanism for the receipt, acknowledgment, categorisation, escalation, and resolution of customer support requests, while distinguishing such requests from formal grievances governed by the Grievance Redressal Policy;

d. Ensure that customer service interactions comply with the Digital Personal Data Protection Act, 2025, including principles of lawful purpose, data minimisation, confidentiality, security safeguards, and user rights;

e. Set out the limitations of IVY Nest’s responsibilities, including circumstances where support is restricted due to third-party actions, property-level issues, force majeure events, or matters outside the Platform’s reasonable control;

f. Reinforce IVY Nest’s intermediary safe-harbour protections under the Information Technology Act, 2000, by clearly delineating its role in facilitating communication and resolution without assuming ownership, possession, or operational control of properties (unless expressly stated);

g. Promote efficient service recovery, issue tracking, and quality assurance through documented procedures, training, and monitoring of customer interactions; and

h. Enable continuous improvement of service standards by collecting feedback, analysing recurring issues, and updating internal processes in accordance with evolving legal, operational, and user-experience requirements.

2.4. This Policy further aims to ensure compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including but not limited to:

a. Providing accurate information regarding support mechanisms and escalation channels;
b. Ensuring timely acknowledgment and handling of customer communications; and
c. Avoiding unfair trade practices, misleading representations, or denial of lawful consumer rights.

2.5. Nothing contained in this Policy shall be construed as:

a. Creating any agency, partnership, joint venture, employment, or fiduciary relationship between IVY Nest and any User or property provider;
b. Guaranteeing the availability, suitability, habitability, or quality of any accommodation or service listed on the Platform; or
c. Limiting or waiving any statutory rights available to Users under applicable law.

2.6. This Policy is intended to be read as a supportive and procedural document, supplementing the Terms of Use and other Platform policies, and shall not override or replace any legally binding contractual arrangements entered into between Users and property providers or other third parties.

3. Nature of Customer Support Services

3.1. IVY Nest Apartments provides customer service and support strictly in its capacity as a technology-enabled intermediary and facilitator, operating a digital platform that enables Users to discover, compare, book, and manage accommodation and related services. The customer support services offered under this Policy are procedural, facilitative, and informational in nature, and do not amount to operational control, property management, tenancy administration, or adjudication of disputes.

3.2. The customer support services are designed to assist Users in navigating the Platform and its features, and may include, without limitation:

3.2.1. Pre-Booking Support

a. Assistance with platform navigation, account creation, onboarding, and verification procedures;
b. Clarification of listing information, amenities, house rules, pricing structures, booking conditions, and availability as displayed on the Platform;
c. Guidance regarding booking flows, payment modes, applicable charges, discounts, promotional offers, and refund frameworks as per published policies; and
d. General informational support regarding accommodation categories, stay types (short-term or long-term), and OTA-facilitated listings.

3.3. Booking and Transaction-Related Support

3.3.1. Support relating to booking confirmations, modification requests, cancellations, and refund status, strictly in accordance with the Booking, Cancellation & Refund Policy and applicable platform rules;

3.3.2. Facilitation of communication between Users and property providers, where appropriate, without assuming responsibility for the acts, omissions, or representations of such property providers;

3.3.3. Assistance in resolving payment-related technical issues, transaction failures, or reconciliation queries, subject to verification and platform limitations.

3.4. Check-In, Stay, and Occupancy-Related Support

3.4.1. Assistance with check-in coordination, access instructions, and onboarding information as shared by property providers;

3.4.2. Receipt and routing of stay-related service requests or complaints (including housekeeping, utilities, amenities, or access issues) to the relevant property provider or service partner;

3.4.3. Support in emergency communication or escalation where reasonably possible, without assuming responsibility for on-ground response, safety, or security unless expressly agreed in writing.

3.5. Post-Stay and Account-Related Support

3.5.1. Support related to invoices, receipts, booking records, and account history accessible through the Platform;

3.5.2. Assistance with feedback submission, ratings, and reviews, subject to content moderation policies;

3.5.3. Closure support for completed stays, subject to applicable terms and third-party dependencies.

3.6. Vendor and Property Partner Support

3.6.1. Assistance to registered property partners or vendors relating to onboarding, listing management, content updates, availability calendars, pricing tools, and compliance documentation;

3.6.2. Support regarding platform policies, performance metrics, payment cycles, and communication workflows, without creating any employment, agency, or fiduciary relationship.

3.7. Support Limitations and Exclusions

3.7.1. IVY Nest does not provide:

a. Legal advice, tenancy adjudication, or dispute resolution between Users and property providers;
b. Guarantees regarding accommodation quality, suitability, legality, or habitability;
c. On-ground property management, maintenance services, or security services unless expressly contracted;
d. Mediation or arbitration services beyond facilitation of communication.

3.7.2. Support may be limited, delayed, or unavailable in cases involving:

a. Force majeure events;
b. Third-party system failures (including banks, payment gateways, telecom operators, or OTAs);
c. Incomplete, false, or misleading information provided by Users or property providers;
d. Matters outside the reasonable control of the Platform.

3.8. Service Timelines and Reasonableness

3.8.1. IVY Nest endeavours to provide timely and efficient customer support; however, all timelines are indicative and non-guaranteed, and shall depend on the nature, complexity, and dependency of the issue raised.

3.8.2. Certain matters, including safety concerns, regulatory queries, or allegations of serious misconduct, may require extended review, internal verification, or coordination with external parties.

3.9. Data Protection and Confidentiality

3.9.1. All customer support interactions are processed in accordance with the Digital Personal Data Protection Act, 2025, the Privacy Policy, and applicable data security standards.

3.9.2. IVY Nest shall collect, access, use, and retain personal data only to the extent necessary for providing customer support services and meeting legal or contractual obligations.

3.10. No Waiver of Legal Rights

3.10.1. Provision of customer support under this Policy shall not be construed as:

a. Admission of liability or fault;
b. Waiver of any contractual or statutory rights of IVY Nest; or
c. Creation of additional obligations beyond those expressly set out in the Platform policies and applicable law.

4. Modes of Customer Support

4.1. IVY Nest Apartments provides customer service and support through multiple digital and electronic modes, designed to ensure accessibility, efficiency, traceability, and compliance with applicable laws. All support is offered strictly in accordance with the Platform’s role as a technology intermediary and facilitator, and not as a landlord, broker, or service operator unless expressly stated.

4.2. Official Communication Channels

4.2.1. Users may contact IVY Nest customer support exclusively through the following authorized channels, as published on the Platform from time to time:

a. Email Support
Users may submit support requests, queries, or complaints via the official email addresses designated for customer support and grievance redressal. Email communication is the primary mode for formal queries, policy-related clarifications, documentation requests, and grievance tracking.

b. In-Platform Support System / Helpdesk
The Platform may provide an integrated helpdesk, ticketing system, or chatbot-enabled interface allowing Users to raise, track, and manage support requests electronically.

c. Telephonic Support (Where Enabled)
IVY Nest may provide customer support via telephone or call-back mechanisms during notified business hours. Telephonic support is primarily intended for general assistance and urgent coordination and may be recorded for quality, training, and compliance purposes.

d. Messaging Interfaces
Support may be provided through verified messaging channels (such as SMS, WhatsApp Business, or similar services) strictly for transactional updates, confirmations, and limited support assistance. Such channels shall not replace formal grievance mechanisms.

4.3. Authentication and User Verification

4.3.1. For security, privacy, and fraud prevention purposes, IVY Nest may require Users to verify their identity before accessing customer support, including verification through registered email addresses, mobile numbers, booking IDs, OTPs, or other reasonable authentication measures.

4.3.2. IVY Nest reserves the right to deny or limit support where identity verification fails or where requests are suspected to be fraudulent, abusive, or unlawful.

4.4. Support Availability and Timings

4.4.1. Customer support availability, response windows, and operating hours shall be as notified on the Platform and may vary depending on:

a. Nature and urgency of the request;
b. Dependency on third-party service providers or property partners;
c. Technical or system limitations;
d. Force majeure events.

4.4.2. IVY Nest does not guarantee continuous or 24×7 support unless expressly stated. All response timelines are indicative and subject to reasonable limitations.

4.5. Recording and Monitoring of Communications

4.5.1. All customer support interactions, including emails, calls, chats, and in-platform communications, may be recorded, logged, or monitored for:

a. Quality assurance;
b. Training purposes;
c. Dispute resolution;
d. Compliance with legal and regulatory obligations.

4.5.2. Such recordings and logs shall be handled in accordance with the Privacy Policy and the Digital Personal Data Protection Act, 2025.

4.6. Language and Communication Standards

4.6.1. Customer support may be provided in English and/or other languages as deemed feasible by IVY Nest.

4.6.2. IVY Nest does not warrant support availability in any specific language unless explicitly stated.

4.7. Limitations on Modes of Support

4.7.1. IVY Nest shall not be responsible for:

a. Communications made through unofficial, unverified, or third-party channels not expressly authorized by the Platform;
b. Delays or failures caused by telecom operators, internet service providers, or third-party messaging platforms;
c. Loss of communication records outside the Platform’s controlled systems.

4.7.2. Users are advised not to share sensitive personal data, financial information, passwords, or OTPs through any support channel.

4.8. Escalation Through Formal Mechanisms

4.8.1. Issues that remain unresolved through standard customer support modes may be escalated in accordance with the Grievance Redressal Policy.

4.8.2. Customer support channels do not replace statutory grievance mechanisms, legal notices, or judicial remedies.

4.9. Modification of Support Modes

4.9.1. IVY Nest reserves the right to modify, suspend, or discontinue any mode of customer support at its discretion, subject to applicable law and prior publication on the Platform.

5. Support Hours and Response Timelines

5.1. Support Availability Framework

5.1.1. IVY Nest Apartments provides customer service and support strictly through digital and electronic means, in accordance with its operational model as a technology intermediary and facilitator.

5.1.2. Customer support services are made available during the support hours notified on the Platform, which may vary depending on the nature of the service, type of User request, and operational feasibility.

5.1.3. IVY Nest does not guarantee uninterrupted, real-time, or 24×7 customer support unless expressly stated on the Platform.

6.2. Indicative Support Hours

5.2.1. Unless otherwise notified, customer support services are generally available on Business Days, excluding public holidays, as follows:

a. Email and Ticket-Based Support
Available during notified business hours. Requests received outside business hours shall be deemed received on the next Business Day.

b. Telephonic or Call-Back Support (Where Enabled)
Available during limited hours as published on the Platform. Calls may be recorded for compliance and quality purposes.

c. Automated or Self-Service Support Tools
Certain automated tools, FAQs, and chatbot services may be accessible on a 24×7 basis; however, such availability does not constitute live human support.

5.2.2. Support hours may be modified, restricted, or suspended due to system upgrades, operational constraints, or force majeure events, without incurring liability.

5.3. Response Timelines

5.3.1. IVY Nest endeavors to acknowledge and respond to customer support requests within reasonable and commercially practicable timelines, subject to verification and dependency on third parties.

5.3.2. The following indicative response timelines apply:

Category of Request	Indicative First Response Time
General inquiries, account assistance	Within 24–48 business hours
Booking-related queries (pre-check-in)	Within 24 business hours
Active stay or check-in coordination issues	Within 12–24 business hours
Billing or invoice-related queries	Within 3–5 business days
Cancellation, refund, or policy clarification	Within 3–7 business days
Grievances (as per Grievance Policy)	As per statutory timelines

5.3.3. Response times represent acknowledgment or initial assessment, and not necessarily final resolution.

5.4. Resolution Timelines

5.4.1. Resolution timelines depend on:

a. Complexity of the issue;
b. Requirement of documentation or verification;
c. Involvement of property partners, vendors, or third-party OTAs;
d. Regulatory or legal constraints.

5.4.2. IVY Nest shall use reasonable efforts to resolve issues within a fair and proportionate timeframe, but does not warrant guaranteed resolution within a fixed period.

5.5. Dependency on Third Parties

5.5.1. Certain support requests may require coordination with property owners, operators, service providers, payment gateways, or government authorities.

5.5.2. IVY Nest shall not be liable for delays caused by such third parties, provided reasonable follow-up and facilitation efforts are undertaken.

5.6. User Obligations Affecting Timelines

5.6.1. Users are required to:

a. Provide accurate and complete information;
b. Respond promptly to clarification or document requests;
c. Use official communication channels only.

5.6.2. Delays caused by incomplete information, non-responsiveness, or misuse of support channels shall extend applicable response or resolution timelines.

5.7. Urgent and Emergency Matters

5.7.1. IVY Nest customer support is not designed to handle emergencies involving:

a. Medical issues;
b. Law enforcement matters;
c. Fire, safety, or disaster situations.

5.7.2. Users must contact appropriate emergency services directly. IVY Nest may assist only on a best-effort facilitative basis without assuming liability.

5.8. No Service Level Guarantee

5.8.1. All support hours and timelines are indicative only and do not constitute a service level agreement (SLA), warranty, or guarantee.

5.8.2. Failure to meet indicative timelines shall not give rise to any claim for damages, compensation, or deficiency of service under applicable laws, except where mandated by law.

5.9. Record-Keeping and Audit

5.9.1. IVY Nest may maintain logs, timestamps, and records of support requests and responses for:

a. Compliance with the IT Act, 2000;
b. Consumer Protection (E-Commerce) Rules, 2020;
c. Internal audits and dispute resolution.

5.10. Modification and Updates

5.10.1. IVY Nest reserves the right to revise support hours and response timelines at its discretion.

5.10.2. Updated timelines shall be effective upon publication on the Platform and shall apply prospectively.

6. User Responsibilities

6.1. General Duty of Cooperation

6.1.1. Users agree to act in good faith and cooperate with IVY Nest Apartments (“IVY Nest”, “Company”, “Platform”) in connection with all customer service and support interactions.

6.1.2. Users acknowledge that effective support delivery depends upon timely, accurate, and complete information provided by the User.

6.2. Accuracy and Completeness of Information

6.2.1. Users shall ensure that all information provided to IVY Nest, including but not limited to personal details, booking information, identification documents, contact information, and issue descriptions, is true, accurate, current, and complete.

6.2.2. IVY Nest shall not be responsible for delays, service limitations, or adverse outcomes arising from incorrect, misleading, or incomplete information submitted by the User.

6.3. Use of Authorized Communication Channels

6.3.1. Users must raise all support requests exclusively through the official communication channels notified on the Platform, including designated email addresses, helpdesk systems, or in-app support features.

6.3.2. Requests raised through unofficial channels, including social media, third-party messaging platforms, or informal communications, may not be acknowledged or acted upon.

6.4. Timely Response and Follow-Up

6.4.1. Users shall promptly respond to any clarification, documentation, or verification requests raised by IVY Nest.

6.4.2. Failure to respond within reasonable timelines may result in suspension, closure, or delay of the support request without further notice.

6.5. Compliance with Platform Policies

6.5.1. Users agree to comply with all applicable platform policies, including but not limited to:

a. Terms of Use / Terms & Conditions;
b. Booking, Cancellation & Refund Policy;
c. Grievance Redressal Policy;
d. Privacy Policy and Cookie Policy;
e. User Onboarding Policy;
f. OTA-specific disclosures.

6.5.2. Non-compliance with applicable policies may limit or restrict customer support assistance.

6.6. Lawful and Ethical Conduct

6.6.1. Users shall not use customer support services for unlawful, fraudulent, abusive, misleading, or malicious purposes.

6.6.2. The following conduct is strictly prohibited:

a. Submission of false complaints or claims;
b. Abuse, harassment, threats, or intimidation of support personnel;
c. Use of offensive, discriminatory, or defamatory language;
d. Repeated submission of frivolous or vexatious requests;
e. Attempting to coerce, misrepresent, or manipulate outcomes.

6.6.3. IVY Nest reserves the right to restrict, suspend, or terminate support access for violations of this clause.

6.7. Document and Identity Verification Obligations

6.7.1. Where required by law, property partners, or internal compliance processes, Users shall provide valid identification, address proof, or supporting documentation.

6.7.2. Users acknowledge that failure to comply with verification requirements may result in denial of check-in, booking cancellation, or suspension of support services.

6.8. Respect for Intermediary Role

6.8.1. Users acknowledge that IVY Nest acts solely as a technology intermediary and facilitator and does not:

a. Own or control listed properties;
b. Guarantee suitability, availability, or performance of accommodations;
c. Act as a landlord, broker, or agent;
d. Exercise control over third-party vendors or OTAs.

6.8.2. Users shall not attribute acts or omissions of property partners, vendors, or third parties to IVY Nest beyond its facilitative role.

6.9. Responsible Use of Grievance Mechanisms

6.9.1. Users must follow the prescribed grievance escalation matrix as set out in the Grievance Redressal Policy.

6.9.2. Premature escalation, bypassing established procedures, or parallel complaints across multiple forums without allowing reasonable resolution time may result in delayed handling.

6.10. Emergency and Safety Limitations

6.10.1. Users acknowledge that IVY Nest customer support is not an emergency response service.

6.10.2. Users shall directly contact appropriate emergency services for medical, fire, safety, or law enforcement matters.

6.11. Data Protection Responsibilities

6.11.1. Users shall not share sensitive personal data of third parties without lawful authority or consent.

6.11.2. Users shall not upload or transmit malware, harmful code, or unauthorized data through support channels.

6.12. Consequences of Breach

6.12.1. Breach of User responsibilities may result in:

a. Suspension or restriction of customer support access;
b. Delayed or denied resolution;
c. Account suspension or termination;
d. Legal action, where applicable.

6.12.2. IVY Nest reserves all rights under applicable law, including remedies available under the Information Technology Act, 2000, the Consumer Protection Act, 2019, and the Indian Contract Act, 1872.

6.13. No Waiver of Rights

6.13.1. Any failure by IVY Nest to enforce a provision of this Policy shall not be construed as a waiver of such rights.

7. Complaint Handling and Escalation Policy

7.1. Objective and Principles

7.1.1. This Complaint Handling and Escalation Policy establishes a structured, transparent, and time-bound framework for receiving, assessing, resolving, and escalating complaints raised by Users of the IVY Nest Apartments platform.

7.1.2. The policy is guided by the principles of:
a. fairness and neutrality;
b. transparency and accountability;
c. proportionality of response;
d. compliance with applicable laws; and
e. protection of consumer and platform rights.

7.2. Definition of Complaint

7.2.1. For the purposes of this Policy, a “Complaint” means any written or electronic communication submitted by a User alleging deficiency in service, booking issues, payment disputes, check-in concerns, platform functionality issues, data privacy concerns, or any other service-related grievance.

7.2.2. Routine service requests, general inquiries, or informational queries shall not be treated as complaints unless expressly identified as such by the User.

7.3. Channels for Lodging Complaints

7.3.1. Complaints shall be accepted only through the officially designated channels published on the Platform, including:
a. registered email addresses;
b. in-app or web-based support systems; or
c. grievance email ID notified under the Consumer Protection (E-Commerce) Rules, 2020.

7.3.2. Complaints submitted via unofficial channels, including social media platforms, personal messaging applications, or third-party intermediaries, may not be acknowledged or acted upon.

7.4. Acknowledgement of Complaints

7.4.1. All valid complaints shall be acknowledged electronically within forty-eight (48) hours of receipt.

7.4.2. The acknowledgement shall include:
a. a complaint reference number;
b. a brief summary of the issue raised; and
c. indicative timelines for review and resolution.

7.5. Classification of Complaints

7.5.1. Complaints shall be internally classified into the following categories:
a. booking and reservation issues;
b. check-in or occupancy-related issues;
c. payment, refund, or invoicing disputes;
d. property partner or vendor conduct issues;
e. platform functionality or technical issues;
f. data protection or privacy-related concerns;
g. policy interpretation or contractual disputes.

7.5.2. Classification is solely for internal processing and shall not be construed as admission of liability.

7.6. Investigation and Resolution Process

7.6.1. IVY Nest shall conduct a reasonable and proportionate investigation, which may include:
a. review of platform logs and booking records;
b. communication with property partners or vendors;
c. verification of documents or information provided by the User;
d. internal compliance review.

7.6.2. Users shall cooperate by providing additional information or documents, if requested.

7.6.3. IVY Nest shall endeavour to resolve complaints within:
a. seven (7) business days for routine issues;
b. fifteen (15) business days for complex matters involving third parties or regulatory review.

7.7. Platform Intermediary Limitation

7.7.1. Users acknowledge that IVY Nest acts solely as a technology intermediary and facilitator.

7.7.2. Complaints arising from acts or omissions of property owners, landlords, or third-party service providers shall be addressed through facilitative coordination only, without assumption of direct liability.

7.8. Escalation Matrix

7.8.1. Where a User is dissatisfied with the initial resolution, the complaint may be escalated in accordance with the following hierarchy:

Level 1: Customer Support Team
Level 2: Senior Support / Compliance Team
Level 3: Grievance Officer (as notified under statutory requirements)

7.8.2. Escalation shall be permitted only after allowing reasonable time for resolution at each level.

7.8.3. Escalated complaints must reference the original complaint number.

7.9. Grievance Officer Review

7.9.1. Complaints escalated to the Grievance Officer shall be reviewed independently and in compliance with:
a. the Consumer Protection (E-Commerce) Rules, 2020; and
b. applicable data protection and intermediary obligations.

7.9.2. The decision of the Grievance Officer shall be communicated within one (1) month from receipt of the grievance.

7.10. Abuse, Frivolous or Malicious Complaints

7.10.1. IVY Nest reserves the right to close complaints that are:
a. repetitive without new material facts;
b. manifestly frivolous or vexatious;
c. abusive, threatening, or defamatory; or
d. intended to harass or misuse the grievance mechanism.

7.10.2. Such closure shall be without prejudice to the Company’s legal rights.

7.11. Record Maintenance and Audit Trail

7.11.1. IVY Nest shall maintain electronic records of complaints, actions taken, and resolutions for compliance, audit, and legal purposes.

7.11.2. Records shall be retained in accordance with applicable data retention laws and the Data Retention Policy.

7.12. External Remedies

7.12.1. Nothing in this Policy restricts a User’s statutory right to seek remedies under applicable consumer or civil laws.

7.12.2. However, Users are encouraged to exhaust internal grievance mechanisms prior to initiating external proceedings.

7.13. No Admission of Liability

7.13.1. Resolution of a complaint shall not be construed as:
a. admission of fault or liability; or
b. waiver of any rights or defenses available to IVY Nest.

7.14. Governing Law and Jurisdiction

7.14.1. This Policy shall be governed by the laws of India.

7.14.2. Courts at Kolkata, West Bengal shall have exclusive jurisdiction, subject to applicable statutory forums.

8. Policy Modification and Updates

8.1. Right to Modify

8.1.1. IVY Nest Apartments (“Company”, “IVY Nest”, “Platform”) reserves the exclusive right, at its sole discretion, to amend, modify, update, revise, supplement, or replace this Customer Service and Support Policy, in whole or in part, at any time.

8.1.2. Such modifications may be made to reflect, inter alia:
a. changes in applicable laws, rules, regulations, or judicial precedents;
b. amendments to the Information Technology Act, 2000, DPDP Act, 2025, or consumer protection regulations;
c. operational, technological, or business model changes of the Platform;
d. enhancement of customer support mechanisms or service processes;
e. security, fraud prevention, or compliance requirements.

8.3. Effective Date of Modifications

8.3.1. Unless expressly stated otherwise, modifications shall become effective immediately upon publication on the Platform.

8.3.2. Where modifications materially affect User rights or obligations, IVY Nest may, at its discretion, specify a future effective date.

8.4. User Responsibility to Review

8.4.1. Users acknowledge and agree that it is their responsibility to periodically review this Policy for updates or changes.

8.4.2. Failure to review the updated Policy shall not absolve the User from compliance with the revised terms.

8.5. No Retrospective Adverse Effect

8.5.1. Modifications shall not be applied retrospectively to:
a. complaints already resolved; or
b. grievance proceedings already concluded,

unless such retrospective application is required by law or regulatory direction.

8.6. Relationship with Other Policies

12.6.1. Any modification to this Policy shall be read harmoniously with:
a. Terms of Use;
b. Booking, Cancellation & Refund Policy;
c. Grievance Redressal Policy;
d. Privacy Policy; and
e. OTA-specific disclosures.

8.6.2. In case of conflict, the Terms of Use shall prevail.

8.7. Severability of Modified Provisions

8.7.1. If any modified provision of this Policy is held to be invalid, unlawful, or unenforceable by a competent authority, such provision shall be severed, and the remaining provisions shall continue in full force and effect.

8.8. No Waiver

8.8.1. Failure by IVY Nest to enforce any modified provision shall not constitute a waiver of its rights to enforce such provision at a later time.

8.9. Statutory Supremacy

8.9.1. Notwithstanding anything contained herein, any modification made pursuant to a statutory mandate, regulatory order, or court direction shall prevail over all prior versions of this Policy.

9. Governing Law and Jurisdiction

9.1. This Policy shall be governed by and construed in accordance with the laws of India.

9.2. Courts at Kolkata, West Bengal, India, shall have exclusive jurisdiction over any disputes arising under this Policy.

10. Contact and Grievance Redressal

10.1. Grievance Contact

For any grievance, complaint, or clarification relating to this Agreement or services provided through the Platform, the Vendor or User may contact:

IVY Nest Apartments
Email: grievance@ivynestapartments.com

The grievance shall be addressed in accordance with the Company’s Grievance Redressal Policy and applicable statutory timelines under the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2025.