Rovrr is committed to providing users with a clear and accessible mechanism for raising questions, complaints, and grievances relating to the Platform and its services.
This Grievance Redressal Policy explains how users can raise concerns with Rovrr and how such concerns are reviewed and addressed.
This Policy is intended to operate alongside our Terms of Service, Privacy Policy, Refund and Cancellation Policy, and other applicable Platform policies.
1. Grievance Contact
For formal complaints or grievances relating to the Platform, users may contact our grievance team at:
Email: grievance@withrovrr.com
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM IST, excluding public holidays
For general support, account issues, technical matters, or routine billing questions, users may first contact support@withrovrr.com.
2. What May Be Reported as a Grievance
Users may raise a grievance concerning, including but not limited to:
- Concerns regarding the operation or functionality of the Platform
- Unauthorized access to or misuse of an account
- Concerns regarding the handling or use of personal information
- Billing, payment, token, subscription, refund, or cancellation issues that have not been resolved through standard customer support
- Concerns regarding information, content, or activity on the Platform that may violate applicable law or the rights of a user
- Concerns regarding the conduct of another User or Business User where the matter relates to the Platform
- Alleged violations of our Terms of Service, Privacy Policy, or other Platform policies
- Other complaints relating to services provided through the Platform
3. How to Raise a Grievance
A grievance may be submitted by email to:
grievance@withrovrr.com
To help us review the matter efficiently, please provide:
- Your name and registered Rovrr account email, where applicable
- A clear description of the grievance
- Relevant transaction, order, subscription, or account information, where applicable
- Supporting documentation, screenshots, or other relevant information, where available
- The resolution or action you are seeking
We may request additional information where reasonably necessary to verify the complaint and investigate the matter.
4. Review and Resolution Timeline
We aim to acknowledge receipt of a grievance within 24 hours of receiving it during applicable business days.
We generally aim to provide an initial response or resolution within 15 business days, depending on the nature and complexity of the matter.
Certain matters may require additional investigation, including matters involving payment processors, third-party service providers, other users, technical systems, or legal and regulatory requirements.
Where additional time is reasonably required, we will communicate the status of the grievance and, where practicable, provide an updated expected resolution timeline.
5. Escalation
If you are not satisfied with the response provided through the grievance process, you may request a further review by writing to:
grievance@withrovrr.com
Please include the original grievance reference or relevant correspondence and explain the reason for requesting further review.
We will review the matter and provide an appropriate response based on the information available and the circumstances of the case.
Nothing in this Policy limits any rights or remedies available to you under applicable law, including your right to approach an appropriate consumer forum, regulatory authority, payment provider, bank, or court where applicable.
6. Payment, Refund, and Chargeback-Related Grievances
Payment, refund, cancellation, and billing concerns should generally be raised first through support@withrovrr.com or the grievance channel described above so that Rovrr has an opportunity to investigate and resolve the matter.
For refund-related requests, our Refund and Cancellation Policy will apply.
For payment disputes or chargebacks, Rovrr may provide relevant transaction, account, payment, and service-usage information to the applicable payment processor, bank, card issuer, or other authorized institution for the purpose of investigating and responding to the dispute.
Nothing in this Policy prevents users from exercising rights available to them under applicable law or from contacting their bank, payment provider, card issuer, or other appropriate dispute-resolution channel.
Fraudulent or abusive payment activity may result in appropriate account restrictions and may be reported to the relevant payment provider or authorities where appropriate.
7. For Businesses
If you are an employer, recruiter, hiring professional, or Business User using Rovrr’s business services, please refer to the applicable grievance mechanism at:
business@withrovrr.com
Business Users may be subject to separate terms, policies, service arrangements, and support procedures.
8. Contact
For formal grievances:
Email: grievance@withrovrr.com
For general customer support:
Support Email: support@withrovrr.com
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM IST, excluding public holidays