Grievance Redressal Policy

FitStat Co ("FitStat") is committed to addressing user concerns promptly and fairly. This policy is published in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, and describes how you can raise a grievance regarding the Platform, a Booking, a Trainer, a Customer, a payment, or your personal data.

When you buy a gym membership on fitstat.in, the gym is the seller: it receives your payment, issues your receipt or GST invoice and decides refunds under its own policy, shown on its page. FitStat runs the page as a marketplace for the gym. You can raise a complaint about such a purchase with the gym or with our Grievance Officer below, and we will take it up with the gym.

1. What You Can Raise a Grievance About

• A Booking, Session, cancellation, or refund dispute.
• Conduct of a Trainer or Customer.
• Payment or payout issues.
• Trainer KYC/verification concerns.
• Privacy or data-protection concerns, including requests to access, correct, or erase your personal data (see our Privacy Policy).
• Any other content or conduct on the Platform that you believe violates our Terms of Use or applicable law.

2. Grievance Officer

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, the following Grievance Officer has been appointed for FitStat:

• Name: Kavya S
• Email: hello@fitstat.in
• Phone: +91 9606635003
• Office address (where grievances are handled): 1st Floor, Site No. 203, above KFC, next to Families Supermarket, HMT Layout, Nagasandra, Bengaluru, Karnataka - 560073, India
• Registered address of FitStat Co: E 403, Renaissance Reserva, 54, MES Road, Ward 17, Gokula Extension, Muthyala Nagar, Jalahalli, Bengaluru, Karnataka - 560013, India

3. How to File a Grievance

Email the Grievance Officer at hello@fitstat.in with the subject line "Grievance", or message us via the Contact page or the WhatsApp chat button available across the site. Please include:

• Your full name and the email/phone number registered on your account.
• Your Booking ID or order reference, if the complaint relates to a Session or payment.
• A clear description of the issue, and any supporting screenshots.

4. Response Timelines

• We will acknowledge your grievance within 24 hours of receipt.
• We will resolve every grievance within 15 days of its receipt, as Rule 3(2)(a)(i) of the IT Rules, 2021 requires (this is also within the one month allowed by Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020). Where we need input from someone else, such as our payment processor, we will keep you informed of progress within that period.

5. Escalation

If you are not satisfied with our resolution, as a consumer you may also approach:

• The National Consumer Helpline — 1915 or consumerhelpline.gov.in.
• The e-Daakhil portal (edaakhil.nic.in) to file a complaint with the appropriate District Consumer Disputes Redressal Commission.
• For a complaint about your personal data, the Data Protection Board of India, once you have used this grievance process.

6. Governing Law & Jurisdiction

This policy is governed by the laws of India. Any legal proceedings arising from an unresolved grievance shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.