GRIEVANCE REDRESSAL POLICY

1. PREAMBLE

This Grievance Redressal Policy (“Policy”) is formulated by MYBUS, a registered Partnership Firm under the laws of India, having its principal office at D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010 ("MYBUS ", "Company", "we", "our", or “us” ).

2. LEGAL FRAMEWORK

2.1 This Policy is drafted pursuant to and in compliance with:
 (a) The Consumer Protection Act, 2019, and the E-Commerce Rules, 2020;
 (b) The Information Technology Act, 2000, and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
 (c) The Digital Personal Data Protection Act, 2023 (DPDP Act);
 (d) The Indian Contract Act, 1872; and
 (e) Other relevant central and state laws governing online and transport-related services.
2.2 As per Rule 4(4) of the E-Commerce Rules, 2020, every online platform must appoint a Grievance Officer to ensure timely redressal of consumer complaints. MYBUS complies fully with this requirement.
2.3 This Policy applies to all grievances related to services rendered via www.mybus.com, mobile apps, or associated digital interfaces

3. DEFINITIONS

For the purposes of this Policy:
• “Grievance” means any complaint, dissatisfaction, or concern raised by a User, Operator, or Agent regarding services, payments, data privacy, or conduct associated with the MYBUS Platform.
• “User” refers to any person availing or intending to avail services offered by MYBUS.
• “Complainant” means any User or stakeholder submitting a grievance in accordance with this Policy.
• “Grievance Officer” refers to the officer designated by MYBUS to address and resolve complaints in a time-bound manner.
• “Platform” means the website, mobile application, or online interface operated by MYBUS.
• “Business Day” means a day (excluding weekends and public holidays) when MYBUS offices remain operational.

4. OBJECTIVE

The objective of this Policy is to:
 (a) Establish a structured grievance-handling mechanism for all users and partners;
 (b) Ensure compliance with statutory timelines for complaint resolution;
 (c) Promote accountability, transparency, and fairness in the grievance process;
 (d) Strengthen trust between MYBUS, its users, and business partners; and
 (e) Monitor patterns of complaints to improve services continuously.

5. SCOPE

5.1 This Policy covers grievances related to, but not limited to, the following:
 (a) Booking issues (delays, cancellations, or incorrect ticketing);
 (b) Refunds and payment discrepancies;
 (c) Service quality, misrepresentation, or operator behaviour;
 (d) Platform malfunction, account access, or data security breaches;
 (e) Breach of privacy or misuse of personal information;
 (f) Agent or bus operator misconduct; and
 (g) Any other violation of MYBUS’s Terms of Service or applicable laws.
5.2 Complaints related to the conduct of external service providers such as banks, payment gateways, or telecom networks may be referred to those respective entities, while MYBUS will provide reasonable assistance.

6. TYPES OF GRIEVANCES

The following categories of grievances are recognized under this Policy:
 (a) Operational Grievances
Complaints relating to booking failures, cancellations, rescheduling, service quality, or misinformation by bus operators or agents.
 (b) Financial Grievances
Issues concerning refunds, double payments, or transaction delays due to bank or gateway failure.
 (c) Technical Grievances
System-related problems such as login errors, ticket retrieval issues, or platform downtime.
 (d) Privacy and Data Protection Grievances
Concerns regarding misuse, unauthorized sharing, or data breach incidents involving User information.
 (e) Conduct and Behavioural Grievances
Complaints related to unprofessional, unethical, or abusive behaviour by operators, drivers, or agents associated with MYBUS.

7. PRINCIPLES OF GRIEVANCE HANDLING

MYBUS follows these core principles in grievance redressal:
1. Accessibility – Users can submit complaints easily through multiple channels (email, phone, web form).
2. Transparency – Every complaint is acknowledged and tracked with a unique reference number.
3. Confidentiality – All personal and complaint data is handled securely and shared only when necessary.
4. Fairness – Each grievance is reviewed objectively without bias or discrimination.
5. Timeliness – Complaints are resolved within prescribed statutory timelines.
6. Accountability – Periodic reports of grievance handling are maintained by the Grievance Officer.

8. GRIEVANCE SUBMISSION PROCESS

8.1 A User, Agent, or Operator may raise a grievance by any of the following methods:
 (a) Email: Send a written complaint to grievance@mybus.com or support@mybus.com;
 (b) Online Form: Submit a complaint using the “Contact Us / Grievance” section on www.mybus.com;
 (c) Postal Mail: Send written communication to the registered office of MYBUS; or
 (d) Helpline: Call customer support at +91 9519829346 (10 AM – 6 PM, Monday to Saturday).
8.2 Each grievance shall include:
 (a) Full name, contact details, and booking reference number;
 (b) Detailed description of the issue or complaint;
 (c) Any relevant supporting documents or screenshots;
 (d) Preferred mode of communication for updates.
8.3 Anonymous or incomplete complaints may not be processed unless sufficient evidence is provided to validate the grievance.

9. GRIEVANCE REGISTRATION AND ACKNOWLEDGMENT

9.1 Upon receipt of a grievance, MYBUS shall:
 (a) Register the complaint in its internal Grievance Management System (GMS);
 (b) Assign a unique reference ID for tracking;
 (c) Acknowledge receipt of the complaint within forty-eight (48) hours through email or SMS.
9.2 The complainant shall be informed of the expected time for resolution and provided with contact details of the designated Grievance Officer handling the case.

10. GRIEVANCE HANDLING PROCEDURE

10.1 The Grievance Officer shall investigate the complaint by:
 (a) Reviewing transaction logs, communication records, and evidence;
 (b) Consulting relevant departments or third parties (operators, banks, etc.);
 (c) Seeking clarification from the complainant where required.
10.2 The Grievance Officer shall aim to resolve the issue within fifteen (15) business days from the date of receipt of the complaint.
10.3 In complex cases requiring more time, the complainant shall be informed in writing with reasons for delay and expected date of closure.
10.4 Resolution shall be communicated in writing (via email or SMS), outlining:
 (a) Findings of the investigation;
 (b) Corrective action taken (refund, replacement, operator warning, etc.); and
 (c) Details of escalation channels, if dissatisfied with the outcome.

11. ESCALATION MATRIX

11.1 If the complainant is dissatisfied with the resolution provided by the Grievance Officer, they may escalate the matter as follows:

11.2 If the grievance remains unresolved beyond thirty (30) days , the complainant may approach appropriate authorities under the Consumer Protection Act, 2019 or the IT Act, 2000.

12. ROLE AND DUTIES OF THE GRIEVANCE OFFICER

12.1 The Grievance Officer shall be responsible for:
 (a) Receiving, acknowledging, and resolving user complaints within statutory timelines;
 (b) Coordinating with internal departments and external service providers for resolution;
 (c) Maintaining a digital record of all complaints and their outcomes;
 (d) Submitting periodic compliance reports to MYBUS management; and
 (e) Ensuring that personal data involved in grievances is processed lawfully and securely.
12.2 The Grievance Officer shall act independently and ensure impartial handling of every complaint.
12.3 Details of the Grievance Officer shall be displayed prominently on the MYBUS website as required under law.

13. RECORD KEEPING AND AUDIT

13.1 MYBUS shall maintain complete digital records of:
 (a) All grievances received and their reference IDs;
 (b) Date and mode of acknowledgment;
 (c) Investigation details, findings, and actions taken; and
 (d) Timelines for closure.
13.2 Records shall be preserved for a minimum of three (3) years from the date of closure for audit or legal purposes.
13.3 Periodic internal audits shall be conducted to assess grievance-handling efficiency and compliance.

14. CONFIDENTIALITY AND DATA PROTECTION

14.1 All grievances and personal information shall be handled in accordance with MYBUS’s Privacy Policy and the Digital Personal Data Protection Act, 2023.
14.2 The Company shall take adequate measures to ensure the security and confidentiality of sensitive personal data during complaint handling and transmission.
14.3 Access to grievance data shall be restricted to authorized personnel only.

15. MONITORING AND REPORTING

15.1 The Grievance Officer shall prepare quarterly reports summarizing:
 (a) Number of complaints received and resolved;
 (b) Average resolution time;
 (c) Recurring issues and corrective actions;
 (d) Recommendations for policy improvements.
15.2 Such reports shall be reviewed by MYBUS’s senior management to identify systemic improvements in customer service and compliance.

16. LIMITATION OF LIABILITY

16.1 MYBUS’s role in grievance handling is limited to providing a fair and timely resolution mechanism.
16.2 MYBUS shall not be liable for failure to address complaints arising from third-party systems such as banks, payment gateways, or government transport authorities.
16.3 The Company’s aggregate liability in any case shall not exceed the service fee paid by the complainant for the relevant transaction.

17. FORCE MAJEURE

MYBUS shall not be held responsible for delays or failure to address grievances due to circumstances beyond its control, including natural disasters, cyber incidents, system outages, or government restrictions.

18. GOVERNING LAW AND JURISDICTION

18.1 This Policy shall be governed by and construed in accordance with the laws of India.
18.2 All disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the Courts of Lucknow and the High Court of Allahabad (Lucknow Bench).

19. CONTACT DETAILS

Designated Grievance Officer:
Name: Mr. [To Be Appointed]
Designation: Grievance Redressal Officer
Address: MYBUS, D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010
Email: grievance@mybus.com
Phone: +91 9519829346

20. EFFECTIVE DATE AND AMENDMENT

20.1 This Policy is effective from 03 December 2025 and supersedes all prior grievance procedures.
20.2 MYBUS reserves the right to amend or update this Policy periodically in compliance with new laws or business requirements.
20.3 Updated versions shall be published on the MYBUS website, and continued use of services shall constitute acceptance of such amendments.

This MYBUS Grievance Redressal Policy defines a transparent, fair, and lawful mechanism for addressing user and partner concerns.
It reinforces MYBUS’s commitment to responsible business conduct, consumer protection, and regulatory compliance across all its operations.