GRIEVANCE REDRESSAL POLICY

Effective Date: 01/08/2026
Last Updated: 01/08/2026

This Grievance Redressal Policy ("Policy”) describes the process for raising, reviewing, investigating, and resolving complaints and grievances arising from the use of AirCloset.in("Platform”), operated by Kreytaa InfoComm LLP ("Company”, "we”, "us”, or "our”).

AirCloset.in is an online peer-to-peer rental marketplace that enables users ("Users”) to list, discover, book, rent, and/or provide access to assets, goods, equipment, vehicles, properties, or other permitted rental services offered by other Users ("Owners” and "Renters”).

This Policy should be read together with our Terms of Use, Privacy Policy, Cancellation and Refund Policy, and any other policies applicable to the Platform.

1. Purpose

The purpose of this Policy is to provide Users with a fair, transparent, accessible, and time-bound mechanism for raising and resolving grievances relating to the Platform and transactions conducted through the Platform.

We aim to:

• provide Users with a convenient mechanism to submit complaints;
• acknowledge and track complaints in a timely manner;
• investigate complaints fairly and objectively;
• facilitate resolution of disputes between Owners and Renters where appropriate;
• provide appropriate remedies where the Company is responsible for the issue; and
• comply with applicable consumer protection and e-commerce laws and regulations.

2. Who May Raise a Grievance

A grievance may be submitted by:

• a Renter who has made or attempted to make a booking;
• an Owner who has listed or attempted to list an asset or rental service;
• a User whose account, payment, booking, listing, or other Platform activity has been affected;
• a person directly affected by a transaction conducted through the Platform, where permitted by applicable law; or
• any other person entitled to raise a complaint under applicable law.

3. Types of Grievances

Users may contact us regarding, among other things:

3.1 Booking and Rental Issues

• incorrect or misleading listing information;
• failure to provide the booked asset or rental service;
• significant differences between the listing and the asset/service actually provided;
• cancellation or modification issues;
• failure to honour a confirmed booking;
• disputes regarding check-in, check-out, delivery, collection, or handover; and
• issues concerning the condition, availability, or functionality of a rented asset.

3.2 Payments, Refunds and Charges

• incorrect charges;
• duplicate payments;
• payment failures;
• unauthorized or disputed transactions;
• security deposits;
• refunds;
• cancellation charges;
• damage charges;
• platform fees or other charges; and
• delays in processing eligible refunds.

3.3 Owner–Renter Disputes

Users may raise disputes concerning:

• alleged damage to an asset;
• missing or damaged items;
• alleged misuse of an asset;
• failure to return an asset;
• disagreements regarding the condition of an asset at the beginning or end of a rental;
• disputes regarding additional charges; and
• alleged breach of the applicable rental terms.

Where appropriate, the Company may facilitate communication and review relevant evidence. The Company may make a determination under its Terms of Use and applicable policies where it has authority to do so.

3.4 Account and Platform Issues

• account suspension or restriction;
• identity or verification issues;
• inability to access an account;
• technical problems affecting a booking;
• inaccurate account information;
• misuse of another User's account; and
• other Platform-related complaints.

3.5 Safety, Fraud and Prohibited Conduct

Users should immediately report:

• suspected fraud or scams;
• identity theft or impersonation;
• unsafe or hazardous rental conditions;
• threats, harassment, or abusive conduct;
• suspected illegal activity;
• prohibited goods or services;
• attempts to circumvent Platform payment systems;
• suspicious payment requests; or
• other conduct that may pose a material risk to Users or the public.

Safety and fraud-related complaints may be prioritised and may result in temporary restrictions on an account, listing, booking, or transaction while an investigation is conducted.

4. How to Submit a Grievance

A grievance may be submitted through any of the following channels:

Email: support@aircloset.om

Customer Support: +91 8008234522

Postal Address:
Kreytaa InfoComm LLP
Khanamet
Madhapur Hyderabad
India

Users should provide sufficient information to enable us to investigate the complaint, including, where applicable:

• full name;
• registered email address or phone number;
• booking or transaction ID;
• listing ID;
• date and approximate time of the incident;
• description of the grievance;
• relevant communications;
• photographs, videos, receipts, invoices, or other supporting evidence; and
• the resolution or remedy being requested.

Users should retain copies of all relevant evidence and communications.

5. Grievance Officer

In accordance with applicable law, the Company has appointed a Grievance Officer to receive and address consumer complaints relating to the Platform.  The details of the same shall be send to the user once the grievance is raised

6. Acknowledgement of Complaints

Upon receipt of a consumer complaint, the Company will provide an acknowledgement and, where applicable, a unique complaint or ticket number that may be used to track the status of the grievance.

The Company will acknowledge consumer complaints within 48 hours, as required by applicable law.

The acknowledgement may include:

• complaint/ticket number;
• date of receipt;
• summary of the complaint;
• the relevant support channel; and
• any additional information required from the complainant.

7. Investigation and Resolution

Following acknowledgement, the Company may investigate the grievance by reviewing information including:

• booking and transaction records;
• Platform activity and communications;
• listing information;
• photographs and videos;
• payment records;
• delivery, collection, check-in, and check-out records;
• identity or verification information, where legally permissible;
• statements or evidence provided by the Owner and/or Renter;
• inspection or damage reports; and
• other information reasonably necessary to determine the matter.

Where a grievance relates to a dispute between an Owner and Renter, we may request information from both parties and provide each party with a reasonable opportunity to explain its position.

We may also contact third parties where reasonably necessary and legally permitted to investigate the complaint.

8. Resolution Timeline

The Company will endeavour to resolve grievances as quickly as reasonably practicable.

Consumer complaints will be redressed within one month from the date of receipt, where required under applicable law.

Where additional information or investigation is required, the Company may communicate the status of the grievance to the complainant and request any information necessary to complete the review.

Nothing in this Policy limits any shorter period required under applicable law.

9. Possible Remedies

Depending on the circumstances and the Company's responsibility for the issue, available remedies may include:

• correction of an error;
• cancellation of a booking;
• full or partial refund;
• reversal or adjustment of a charge;
• release or adjustment of a security deposit;
• reimbursement where legally or contractually applicable;
• correction of listing information;
• removal or suspension of a listing;
• warning or restriction of a User account;
• facilitation of communication between Users; or
• any other appropriate remedy permitted by applicable law and the Company's policies.

The availability and amount of any refund, reimbursement, compensation, or other remedy will depend on the facts of the case, applicable contractual terms, evidence available, and applicable law.

10. Disputes Regarding Damage or Loss

Where a complaint concerns alleged damage, loss, theft, or misuse of a rented asset, the Company may request evidence from the relevant parties.

Such evidence may include:

• photographs or videos taken before and after the rental;
• inspection reports;
• invoices or repair estimates;
• proof of ownership;
• booking records;
• communications between the parties;
• evidence of the asset's condition before and after the rental; and
• other relevant documentation.

The Company may place a temporary hold on relevant funds or take other reasonable measures where permitted under the applicable Terms of Use and law.

Any determination regarding a damage or loss claim will be based on the information reasonably available to the Company and the applicable Platform rules. Where the Company is unable to determine responsibility, the parties may be directed to pursue their respective legal or contractual remedies.

11. Urgent Safety and Fraud Complaints

Complaints involving an immediate threat to health, safety, personal security, or significant financial fraud should be reported to us immediately through [Emergency/Support Contact].

The Company may take immediate protective measures, including:

• temporarily disabling a listing;
• suspending or restricting an account;
• cancelling a booking;
• withholding or restricting a payment where permitted;
• requesting additional verification;
• preserving relevant records; and/or
• cooperating with law enforcement or other competent authorities where legally required or appropriate.

Users should contact the appropriate emergency services or law-enforcement authorities directly where immediate physical danger or an emergency exists.

12. Escalation and Appeal

If a User is dissatisfied with the initial resolution of a grievance, the User may request an escalation by contacting:

Escalation Email: admin@kreytaa.com

The escalation request should include:

• original complaint/ticket number;
• reasons for disagreeing with the resolution;
• any additional evidence; and
• the remedy being requested.

The Company may conduct a further review by a person or team not directly involved in the initial decision, where reasonably practicable.

The outcome of the escalation will be communicated to the User within a reasonable period and subject to applicable legal requirements.

13. Complaints Against Other Users

The Platform may facilitate transactions between independent Users. A complaint against another User does not automatically establish liability on the part of the Company.

However, where the complaint concerns conduct occurring through or in connection with the Platform, the Company may investigate and take action under its Terms of Use and applicable policies.

Nothing in this section prevents a User from exercising any legal rights or remedies available under applicable law.

14. Complaints Concerning Platform Content or Listings

Where a User believes that a listing contains false, misleading, unlawful, unsafe, infringing, or otherwise prohibited content, the User may report the listing through email – support@aircloset.in

The Company may review the report and, where appropriate, request additional information, modify or remove content, restrict the listing, suspend the relevant account, or take other action permitted by law and the Company's policies.

15. Privacy and Confidentiality

The Company will process information submitted in connection with a grievance in accordance with its Privacy Policy and applicable data protection laws.

Users should avoid submitting unnecessary sensitive personal information when making a complaint.

Information relating to a grievance may be shared with the parties involved, service providers, professional advisers, payment providers, insurers, law-enforcement authorities, regulators, or other persons where reasonably necessary for investigation, resolution, fraud prevention, safety, legal compliance, or protection of rights.

16. False or Malicious Complaints

Users are expected to submit complaints honestly and in good faith.

The Company may take appropriate action where a User knowingly submits materially false information, fabricates evidence, repeatedly abuses the grievance process, attempts to obtain an improper financial benefit, or otherwise misuses the complaint mechanism.

Such action may include restricting or suspending the User's account, subject to applicable law.

17. No Waiver of Legal Rights

Nothing in this Policy is intended to exclude, restrict, or waive any statutory right or remedy available to a consumer or other User under applicable law.

Where applicable law provides a right to approach a consumer commission, regulator, court, law-enforcement authority, or other competent authority, Users may exercise such rights independently of the Company's internal grievance process.

18. Changes to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our Platform, business practices, or applicable laws and regulations.

The updated version will be published on the Platform with the revised "Last Updated” date.