Contact, Grievance & Dispute Resolution Policy

Effective date: 6 November 2026

1. Company and contact directory Platform: Lighthouse. Operator: LH Infra Mesh Private Limited [VERIFY exact incorporation spelling]. Registered office: [CONFIRM full registered address, Tumakuru, Karnataka, India, PIN]. Principal business address and branches: [CONFIRM required disclosure]. CIN and GSTIN, where applicable: [CONFIRM]. Customer support email: contact@lighthouseinfra.com (published website contact; confirm monitoring). Website support: https://lighthouseinfra.com/support/. Public escalation page: https://lighthouseinfra.com/dispute-resolution/. Telephone and service hours: [CONFIRM before disclosure]. Grievance Officer: [CONFIRM appointed person, designation, email, telephone and service address]. Privacy requests: [CONFIRM URL/email]. Copyright and trademark notices: [CONFIRM URL/email]. Security incidents: [CONFIRM monitored urgent channel]. Do not publish invented contact addresses or appoint the founder as grievance officer without an actual appointment. A general contact heading without working details is not launch-ready.

2. Submitting a complaint Give your name and contact, the relevant account/order/content locator, a clear description, requested outcome and proportionate supporting evidence. You do not need an account to report infringement or request deletion after uninstalling the app. We record the receipt time, issue a case reference, route the issue and communicate next steps. Clarification may be needed but must not reset a mandatory clock improperly. Do not send sensitive documents through insecure channels.

3. Response clocks The applicable legal category determines the clock; where several apply, meet each requirement and use the shorter relevant protective deadline. Consumer transaction complaint: acknowledge within 48 hours and redress within one month under applicable e-commerce requirements. Supply a complaint record/copy as required and maintain a usable escalation route. Ordinary intermediary grievance: acknowledge within 24 hours and resolve within seven days under the current IT Rules.

Specified prohibited-content removal complaints under the relevant rule 3(1)(b) categories: resolve within 36 hours. Qualifying intimate-image/sexual-content or electronic-impersonation complaints under rule 3(2)(b): take reasonable and practicable removal/disablement measures within two hours. Qualifying court orders or properly authorised government intimations under rule 3(1)(d): remove/disable within three hours of the relevant actual knowledge. Government information and assistance orders: where rule 3(1)(j) of the applicable IT Rules applies, provide the information under Lighthouse's control or possession, or required assistance, as soon as possible and no later than 72 hours after receipt of the qualifying written order from a lawfully authorised agency. Verify its purpose and scope. This is separate from a three-hour content-removal order and must not be routed as an ordinary consumer complaint. Security incidents: immediately route to the incident lead; applicable CERT-In and other notification duties follow the Incident Response Schedule. Ordinary complaint targets must not delay them. Privacy/deletion requests: apply the law in force and the disclosed service timetable; proposed ordinary completion target is 30 days after proportionate verification, subject to shorter mandatory limits and documented narrow retention exceptions. These are not business-hours clocks unless the governing rule expressly says so. Validate continuing legal applicability and subsequent amendments before release.

4. Decision and internal review We provide a reasoned outcome appropriate to the complaint and explain any next step. A disputed moderation decision can be reviewed by a human, preferably someone not responsible for the first decision. Proposed internal appeal submission period: 30 days after notice, with justified late submissions considered. This does not shorten a statutory period. Urgent protective action or a legal order remains in effect unless lawfully varied.

5. External routes Consumers may approach the National Consumer Helpline and competent consumer commissions or other lawful forums. An internal ticket is not a compulsory substitute for a statutory remedy. Eligible intermediary grievances may be appealed to the Grievance Appellate Committee under rule 3A, generally within 30 days of the decision or expiry of the applicable resolution period; apply the exact statutory route and any updated procedure. Data-protection complaints may be escalated to the competent authority or Data Protection Board when that route is operative and applicable. Police, emergency services and courts remain available for relevant matters.

6. Commercial disputes Lighthouse may help exchange records and coordinate a resolution but does not replace a court or statutory authority. Seller/professional obligations and Lighthouse’s own obligations must be assessed separately. Indian law governs the public policies subject to mandatory rights. Courts must have jurisdiction under law. Consumer arbitration and class-action waivers are not imposed through this policy. A signed business agreement may provide a separate lawful dispute mechanism.

7. Implementation requirements Publish contacts prominently and make them directly reachable from the website home page and app home screen. Staff urgent intake outside ordinary office hours, keep timer-based escalation and retain decision evidence securely. Counsel must confirm the classification of Lighthouse’s services and the current rules before adoption. The review tab contains the sources and the outstanding 2026 e-commerce amendment verification.

8. Intake, classification and routing A complaint can concern several matters simultaneously: a product defect, a payment, misuse of a photograph and disclosure of personal information. Open a linked record for each applicable route without requiring the complainant to repeat the same facts. The earliest applicable protective deadline governs the urgent action, while the other legal duties remain separately tracked. Record receipt time and time zone, the affected URL/account/order, the nature of the allegation, requested remedy, immediate safety concern and supporting evidence. Assign an accountable owner and an alternate for urgent matters. A request for clarification must not be used to reset a statutory clock. Urgent reports should be accessible without purchasing a service or maintaining a paid account. Where a person cannot use the standard interface, offer a workable alternative. Do not require unnecessary identity evidence to report publicly accessible illegal content.

9. Fair investigation and written outcomes Use proportionate evidence and allow relevant parties to respond, except where urgent protective action, law or safety requires otherwise. Do not circulate a complainant’s home address or sensitive documents to an opposing party simply because that party requests them. An outcome should explain the issue considered, action taken, relevant policy or legal basis, extent and duration of a restriction, any further information needed and available review route. If a complaint is rejected, explain the relevant reason rather than closing it with a generic status.

A reviewer must distinguish content that breaches a platform rule from content alleged to be illegal. An interim restriction is not a judicial determination of infringement or fraud. Record reversals and restore wrongly restricted access where appropriate.

10. European content complaints and dispute routes Where the EU Digital Services Act applies, provide the required electronic notice mechanism, statements of reasons and regulatory contact arrangements. Where its internal complaint provisions apply, eligible recipients must have access to the statutory complaint period, including at least six months for the relevant decisions; the ordinary 30-day internal appeal suggestion elsewhere in this master does not shorten that right. Where applicable, explain certified out-of-court dispute settlement and the right to complain to the relevant Digital Services Coordinator. These routes are distinct from consumer-product claims, privacy rights and court proceedings. Do not direct users to an obsolete dispute-resolution portal. Determine Lighthouse’s actual service classification and any valid size exemption before claiming an exemption. A foreign registered office does not automatically avoid destination obligations.

11. Privacy, consumer and professional disputes abroad Data-protection complaints may be made to the competent authority in the applicable jurisdiction. A request made under GDPR, UK privacy law or another local regime must follow that regime’s deadlines and extension conditions rather than the general Indian support target. A consumer retains access to the mandatory forum and protection applicable to the transaction. A choice of Indian law does not remove non-waivable rights in a country whose laws apply. For professional competence or licensing complaints, explain the appropriate regulator where known without representing that Lighthouse can determine disciplinary sanctions.

12. Settlement, evidence and escalation Settlement proposals must identify the parties, amount or corrective action, timing and scope of the resolved claim. They must not unlawfully require withdrawal of a regulator complaint, deletion of a genuine review or silence about a safety issue. A payment offered as goodwill should be labelled accurately. Preserve relevant evidence under a documented hold and restrict it to authorised review. When the matter ends, release the hold and apply the appropriate retention period. Repeated failures and overdue cases must be reviewed for process changes rather than treated as isolated support tickets.

13. Contact publication and jurisdiction record Before publication, complete the Indian grievance directory and any required EU/UK or other local representative and contact details. State supported languages and actual service

hours, with a separate urgent route where required. Country-specific deadlines and contacts must be maintained by an assigned legal/operations owner.

14. Accessible intake and acknowledgement A complainant may use the published appropriate channel without first buying a service, creating a new account or withdrawing a public review. Where the complaint reaches an incorrect Lighthouse team, it should be routed internally without treating the original receipt as erased. Requests in a supported language should be handled through the disclosed process; assistance should be provided where reasonably needed to make the complaint understandable. The acknowledgement should state the case reference, the issue category, any urgent protective action, the responsible contact and the relevant next step. It must not promise a final result before the facts are assessed. Automated receipt and substantive resolution are different events.

15. Incomplete, overlapping and repeated complaints Lighthouse may ask for information reasonably needed to identify the matter, but must not demand irrelevant documents or repeatedly request information already held. Clarification must not be used to postpone an applicable legal clock improperly. A credible safety or intimate-content report must be escalated even where some ordinary fields are missing. Related complaints may be linked to avoid inconsistent handling while preserving each person's rights and records. A repeated complaint containing new evidence must be considered. Abusive volume may be managed proportionately, but a person's difficult tone alone is not grounds to ignore a valid urgent issue.

16. Investigation and fair participation The investigator should identify the policy or legal issue, relevant records and parties whose response is necessary. The complainant and respondent should have a reasonable opportunity to provide relevant evidence where the law and urgency permit. Lighthouse may redact private details, protect vulnerable persons and withhold information whose disclosure would prejudice a lawful investigation. A person with a material conflict of interest should not control the outcome. Commercial importance, paid status or a personal relationship with a partner must not determine whether a complaint is accepted. An internal decision does not adjudicate disputed legal title or replace a competent authority.

17. Outcome and implementation A reasoned outcome should identify the issue considered, material basis of the decision, action taken or declined, any outstanding factual limit and the available review route. Where a correction or refund is approved, name the responsible party and explain the next stage rather than closing the matter solely because it was forwarded. Partial resolution must identify what remains open. If a statutory deadline requires action before every fact is known, take the required protective step and continue the necessary

assessment. An apology or generic response is not evidence that an agreed corrective action occurred.

18. Settlement and representation A complainant may act through an authorised representative, subject to proportionate verification. Representatives must not be required to obtain unnecessary access to the person's account. A proposed settlement must identify its parties, scope, payment or corrective obligation and timing. Lighthouse will not require a waiver of non-waivable rights or silence about an unlawful safety issue as a condition of receiving an existing entitlement. A settlement involving a seller does not automatically settle a separate claim against Lighthouse.

19. Internal review and external access An internal review should examine the challenged reasoning and new evidence rather than simply repeat the original response. The applicable statutory appeal period takes priority over a shorter voluntary internal window. Preserve required access to a regulator, consumer forum, court, police or other competent body. No contractual negotiation or internal ticket process automatically stops a statutory limitation period. A person should not assume that correspondence alone extends time to bring a claim. Lighthouse will preserve records subject to a valid hold and applicable retention rules, without promising that it can determine every external deadline.