Dispute Resolution

1. About this policy

Lighthouse is operated by L H INFRAMESH PRIVATE LIMITED. This policy explains how users in India can raise complaints relating to accounts, subscriptions, advertising, leads, RFQs, procurement facilitation, products, professional engagements, content and platform decisions.

Read this page with our Terms of Service, Privacy Policy, Shipping Policy and Refund and Returns Policy. Mandatory law and statutory consumer rights apply regardless of any policy or contract.

2. Raise a complaint

Email contact@lighthouseinfra.com with the subject “Dispute Resolution”. For support, you may also call +91 6362635965. Send a written account so the issue and requested outcome can be recorded.

• Your name and the email address or phone number linked to your account.
• The relevant order, invoice, payment, subscription, quotation or RFQ reference, and the other party’s name where applicable.
• A clear description, key dates, the amount disputed if any, and the outcome you seek.
• Relevant correspondence, photographs, screenshots or documents, with unrelated personal information removed.

Never send passwords, OTPs, full card details or unrelated identity documents. We may request information reasonably needed to verify your authority or investigate the complaint.

3. How we handle complaints

We review the information, identify the relevant service or transaction, and may request clarification or a response from the other party. Where appropriate, we will help the parties discuss a practical resolution and communicate the outcome or next steps.

For grievances covered by the Consumer Protection (E-Commerce) Rules, 2020, we will acknowledge receipt within 48 hours, provide a copy of the complaint as recorded, and redress the grievance within one month of receipt. Where intermediary grievance rules apply, we will acknowledge complaints within 24 hours and resolve them within seven days, subject to any shorter category-specific legal deadline. These periods are not extended by an informal discussion or a request for more information.

Some matters require urgent action or a decision by an external authority. We will comply with applicable legal deadlines. A grievance outcome does not guarantee the remedy requested or determine a third party’s legal liability.

4. Orders, suppliers and professional services

For delivery, defects, cancellations, refunds, warranties, quotations or professional work, first contact the seller or professional where practical and safe. You may contact Lighthouse at the same time or directly if that route is unavailable or inappropriate.

Unless Lighthouse expressly contracts as the seller or service provider, the underlying supply or professional contract is between the relevant parties. We may coordinate communication and review platform-related issues, but cannot compel a third party to settle or replace a court, consumer commission, arbitrator or professional regulator. This does not exclude Lighthouse’s own obligations under applicable law.

Any refund, replacement or other remedy depends on applicable law, the relevant order and the responsible party’s obligations. Using this process does not waive payment-provider remedies or extend their filing deadlines.

5. Content, rights and account decisions

Use the app’s Report or Block options where available, or email us with the exact profile, project, review or content link and your reasons. For ownership, attribution or intellectual-property complaints, identify the material, explain your rights and provide relevant evidence.

We may seek responses, correct information, restrict visibility, remove content or take account action under our Terms and Community Guidelines. Such platform action does not finally decide ownership or other legal rights. To request review of a moderation or account decision, reply with the decision reference, reasons for review and any new evidence. Applicable statutory appeal rights remain available.

Flag urgent safety, privacy, impersonation or unlawful-content concerns clearly. Do not wait for this process where immediate assistance from police or another competent authority is needed.

6. Escalation and formal notices

If your complaint remains unresolved, reply to the original email with the subject “Escalation – Dispute Resolution”, the complaint reference and the reason for escalation. Request review by the appointed Grievance Officer.

Grievance Officer: Jayavardhan — Grievance Officer
Email: contact@lighthouseinfra.com
Postal address: LH INFRAMESH PRIVATE LIMITED, Ward No. 28, Ground Floor, K No. 572/6650, Hanumanthapura, Tumkur, Karnataka 572103, India

Formal notices should identify the parties, relevant facts, legal or contractual concern, supporting material and requested relief. These support channels do not replace any legally required method of serving proceedings.

7. Informal resolution and external remedies

We encourage good-faith discussions as described in Article 58 of the Terms. No informal resolution period prevents urgent relief, suspends a statutory deadline or requires a consumer to exhaust this process before exercising a legal right.

Consumers may approach the National Consumer Helpline or the competent consumer commission. Where applicable, statutory grievance appeals, regulatory complaints and other remedies remain available.

Any arbitration must rest on a valid arbitration agreement and comply with the Arbitration and Conciliation Act, 1996 and other applicable law. This page does not itself create a new arbitration agreement or require consumers to waive consumer-forum remedies. Governing law and jurisdiction are addressed in the Terms, subject to mandatory Indian law and any applicable written agreement.

8. Information and records

We use complaint information to assess and resolve the issue, protect rights, prevent fraud and meet legal obligations, in line with our Privacy Policy. Relevant information may be shared with the other party, advisers, service providers or authorities where necessary and lawful. Confidential treatment cannot be promised where disclosure is required to handle the complaint or comply with law.

Provide accurate information and preserve relevant records. Only records needed for a legitimate purpose will be retained under the Privacy Policy; an active dispute does not justify retaining an entire account by default.

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