Grievance Redressal

At HomeScoutie, we are committed to providing a transparent, fair, and seamless real estate discovery experience. We understand that despite our best efforts, you may occasionally face issues with property listings, users, or our services.

This Grievance Redressal Policy is formulated in accordance with the Information Technology Act, 2000, and the Consumer Protection (E-Commerce) Rules, 2020, to ensure that your complaints are resolved promptly and efficiently.

1Level 1: Customer Support

For general queries, technical issues, or initial complaints regarding a property listing or service, please reach out to our Customer Support team first. We aim to resolve most issues at this stage.

• Email: support@homescoutie.com
• Response Time: Within 24-48 hours

2Level 2: Grievance Officer

If your complaint is not resolved satisfactorily by our Customer Support within 7 days, or if your issue pertains to serious violations (such as fraud, fake listings, privacy breaches, or abusive content), you may escalate the matter to our designated Grievance Officer.

3How to Register a Grievance

To help us resolve your issue quickly, please ensure your email includes the following details:

• Your full name, registered email ID, and mobile number.
• The exact Property ID or URL of the listing in question (if applicable).
• A clear description of the issue or complaint.
• Any supporting evidence, screenshots, or prior communication with the support team.

4Resolution Timelines

As per regulatory guidelines, we are committed to adhering to strict timelines for grievance resolution:

• Acknowledgment: We will acknowledge the receipt of your grievance within 24 hours and provide you with a unique tracking ticket number.
• Resolution: We aim to appropriately resolve all grievances within 15 days from the date of receipt.
• In cases requiring extensive legal investigation or third-party involvement (e.g., severe title disputes), the resolution timeline may be extended, and you will be kept informed of the progress.