Terms & Conditions

GRIEVANCE REDRESSAL POLICY

Place: Kolkata, West Bengal, India
Last Updated: Saturday, 20 December 2025

Ivy Nest Apartments (“Ivy Nest”, “Company”, “we”, “us” or “our”) is committed to meeting and, where reasonably possible, exceeding the expectations of its users, customers, occupiers, licensees, and other stakeholders in relation to care, service quality, transparency, and responsiveness. Providing fair, timely, and effective grievance redressal is a core operational responsibility of every employee, officer, and authorized representative of Ivy Nest Apartments.

This Grievance Redressal Policy establishes the framework, principles, and procedures for receiving, addressing, resolving, and recording complaints and grievances arising from the use of the Ivy Nest digital platform, website, mobile application, and related online services. All employees and authorized personnel are required to participate in the grievance resolution process in accordance with service-recovery principles and the guidelines set forth herein.

Business & Platform Context

Ivy Nest Apartments operates as a technology-enabled digital platform and online portal engaged in providing residential accommodation and rental solutions to intending occupiers and/or licensees. The services are designed to cater to a diverse range of users, including but not limited to digital nomads, remote workers, students, working professionals, and community-focused individuals.

The platform facilitates access to and listing of multiple categories of living and working spaces, including Paying Guest (PG) accommodations, rental flats, room-sharing apartments, hostels, co-living spaces, co-working spaces, workcation stays, and vacation homes, for both short-term and long-term stays.

In addition, Ivy Nest Apartments also functions as an Online Travel Agency (OTA) by aggregating and listing verified accommodation and rental options, displaying relevant information, and facilitating seamless online discovery, booking, and rental experiences. The business operates entirely through a digital medium, ensuring convenience, transparency, scalability, and user choice.

Electronic Record & Consent

This document constitutes an electronic record within the meaning of the Information Technology Act, 2000, and the rules framed thereunder, including all applicable amendments relating to electronic records and electronic contracts. This electronic record is generated by a computer system and does not require any physical or digital signatures.

By clicking on the “I ACCEPT” or “ACCEPT & CONTINUE” button, or by accessing or using the Ivy Nest digital platform or services, the user expressly acknowledges that they have read, understood, and agreed to be bound by this Grievance Redressal Policy, along with all applicable terms, policies, and conditions incorporated by reference.
If the user does not agree to any provision of this Policy, they must immediately discontinue use of the Ivy Nest platform and services.

1. DEFINITIONS & INTERPRETATION

1.1. Compliment

For the purposes of this Policy, a “Compliment” shall include, without limitation:

1.1.1. Any comment, feedback, or communication that commends or appreciates Ivy Nest Apartments, its platform, services, employees, representatives, or associates;

1.1.2. A concern or complaint relating to services or products that is minor in nature and does not require escalation;

1.1.3. A relatively minor issue capable of being resolved promptly by the person receiving the information, without requiring management intervention;

1.1.4. Customer liaison matters, including but not limited to requests or issues relating to bedding, housekeeping, dietary preferences, food and beverage services, parking, lost-and-found items, or similar operational matters, which can be addressed by on-site or available staff and resolved to the customer’s satisfaction;

1.1.5. A concern expressed to the administration prior to any attempt to resolve the issue with staff present at the time of the incident;

1.1.6. A billing-related issue that does not involve the quality or standard of services provided;

1.1.7. A privacy-related concern or an issue involving the use, access, or disclosure of information that does not amount to a formal grievance.

1.2. Grievance

For the purposes of this Policy, a “Grievance” shall mean and include:

1.2.1. Any formal or informal written or verbal complaint made by a consumer, customer, occupier, licensee, or their authorized representative to Ivy Nest Apartments;

1.2.2. Any customer care complaint that cannot be resolved immediately by staff present, is deferred for later resolution, is referred to other personnel, requires investigation, or necessitates coordination across departments;

1.2.3. Any written complaint, which shall always be treated as a grievance;

1.2.4. Any complaint that remains unresolved to the satisfaction of the complainant, irrespective of actions taken.

1.3. Resolution

For the purposes of this Policy, “Resolution” shall mean:

1.3.1. A complaint or grievance shall be deemed resolved when either:
(a) the complainant confirms satisfaction with the actions taken; or
(b) Ivy Nest Apartments has taken all reasonable, lawful, and appropriate steps to address the issue, even if the complainant continues to remain dissatisfied.

1.4. Staff Present

For the purposes of this Policy, “Staff Present” shall include:

1.4.1. Any employee, contractor, or authorized representative of Ivy Nest Apartments who is physically present at the time of the complaint or who can reasonably and promptly reach the customer’s location to assist in resolving the concern.

1.5. Confidential Information

“Confidential Information” means any data or information, whether oral, written, electronic, or otherwise, that is proprietary, confidential, or commercially sensitive to Ivy Nest Apartments and not generally known to the public or competitors, including but not limited to business plans, financial information, technical data, software, trade secrets, designs, processes, research, marketing strategies, customer or supplier details, intellectual property, and any confidential information of clients, customers, affiliates, subsidiaries, or agents disclosed directly or indirectly.

1.6. Data

“Data” shall include, without limitation, any personal data, personal information, images, graphs, business records, financial reports, technical information, usage statistics, IP addresses, customer information, supplier information, product data, or any other material generated, accessed, or processed through the execution of this Agreement or through the use of the Ivy Nest digital platform.

1.7. Effective Date

“Effective Date” shall mean the date on which this Agreement or Policy is accepted by the user through electronic consent.

1.8. Force Majeure

“Force Majeure” shall mean any event or circumstance beyond the reasonable control of the parties, including but not limited to acts of God, natural disasters, epidemics, pandemics, strikes, lockouts, wars, terrorism, riots, civil disturbances, governmental actions, changes in law or regulation, blockades, fires, floods, explosions, or any other event that materially affects performance under this Agreement.

1.9. Intellectual Property

“Intellectual Property” shall include all rights, titles, and interests in copyrights, trademarks, trade secrets, patents, designs, business formats, software, databases, documentation, and any other intellectual or proprietary material developed, acquired, licensed, or used in connection with Ivy Nest Apartments, its platform, brand, or services.

1.10. Term

“Term” shall mean the duration prescribed under this Agreement or Policy, commencing from the Effective Date and continuing as specified herein.

1.11. Interpretation

In this Agreement and Policy:

• Words importing the singular shall include the plural and vice versa;
• Words denoting one gender shall include all genders;
• References to a “person” shall include individuals, companies, partnerships, LLPs, trusts, and other legal entities;
• The words “include” and “including” shall be construed without limitation;
• References to statutes shall include any amendment, re-enactment, or replacement thereof;
• Headings are for convenience only and shall not affect interpretation;
• Schedules, annexures, or appendices shall form an integral part of this Agreement;
• Defined terms shall apply equally to their grammatical variations.

2. SCOPE OF THE GRIEVANCE REDRESSAL POLICY

2.1. Applicability and Purpose

2.1.1. This Grievance Redressal Policy governs the procedure for receipt, handling, examination, escalation, and resolution of complaints and grievances raised by users, customers, occupiers, licensees, or any other person availing or interacting with the services of Ivy Nest Apartments through its digital platform.

2.1.2. The Customer acknowledges and agrees that Ivy Nest Apartments operates as a technology-enabled digital platform facilitating residential accommodation, rental, and OTA-related services, and that grievance redressal shall be limited to matters arising from or connected with such services, platform usage, or contractual arrangements facilitated through the platform.

2.2. Contractual Acknowledgement

2.2.1. The Customer acknowledges the existence of valid contractual obligations between itself and Ivy Nest Apartments, arising from electronic acceptance of applicable terms, policies, agreements, and bookings executed through the platform.

2.2.2. The Customer further acknowledges that it possesses the legal capacity, competence, and authority to enter into such contractual arrangements and to comply with the obligations arising therefrom.

2.2.3. Nothing contained in this Grievance Redressal Policy shall be construed as creating any obligation on Ivy Nest Apartments beyond what is expressly stated under applicable agreements, policies, or statutory requirements.

2.3. Policy Modification

2.3.1. Ivy Nest Apartments reserves the right, in its sole discretion, to amend, modify, expand, or restrict the scope of this Grievance Redressal Policy from time to time to meet business, operational, legal, or regulatory requirements.

2.3.2. Any such modification shall be effective upon publication on the platform or upon electronic notification, and continued use of the platform shall constitute deemed acceptance of the revised policy.

3. CONFIDENTIALITY

3.1. Confidentiality Obligations

3.1.1. Each Party agrees and undertakes to maintain strict confidentiality with respect to all Confidential Information disclosed by the Disclosing Party to the Receiving Party, or which otherwise comes into the knowledge or possession of the Receiving Party or its personnel in connection with this Policy or any grievance handling process.

3.1.2. The Receiving Party shall take all reasonable, appropriate, and legally required precautions to safeguard such Confidential Information against unauthorized access, disclosure, misuse, alteration, or destruction.

3.2. Restricted Use

3.2.1. Confidential Information shall be used solely for the purposes of grievance redressal, investigation, resolution, compliance, or statutory reporting, and for no other purpose whatsoever.

3.2.2. The Receiving Party shall not use Confidential Information for its own benefit, commercial exploitation, or any purpose inconsistent with this Policy or applicable law.

3.3. Statutory Compliance

3.3.1. All handling, processing, storage, and disclosure of Confidential Information and personal data shall be carried out in compliance with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2025, and other applicable data protection and privacy laws.

3.3.2. Disclosure of Confidential Information may occur only where required by law, regulatory authority, court order, or statutory obligation, and only to the extent legally mandated.

4. CONTENT & DATA PROTECTION

4.1. Ownership and Permitted Use of Content

4.1.1. “Content” shall include all data, information, documents, software, text, images, records, communications, and materials that the Customer or its authorized users submit, upload, provide, or authorize access to while using the services of Ivy Nest Apartments.

4.1.2. Use of the platform or services shall not affect the ownership, title, or license rights of the Customer in such Content, except to the extent expressly permitted under this Policy or other applicable agreements.

4.1.3. Ivy Nest Apartments, including its affiliates and authorized service providers, may access, process, store, and use the Content solely for lawful purposes, including but not limited to:

• providing, managing, and improving the services,
• complying with contractual obligations,
• ensuring platform security and fraud prevention,
• meeting statutory, regulatory, or legal requirements.

4.1.4. All Content shall be treated as confidential and shall not be disclosed except to employees, agents, or contractors of Ivy Nest Apartments strictly on a need-to-know basis and only to the extent necessary for service delivery or legal compliance.

4.2. Prohibition on Unauthorized Disclosure

4.2.1. The Customer hereby undertakes and agrees that it shall not, under any circumstances, directly or indirectly:

• sell,
• transfer,
• disclose,
• license,
• exploit, or
• misuse

any data, information, or Content belonging to Ivy Nest Apartments or its users, which the Customer may receive or access through the platform or under this Policy.

4.2.2. Any unauthorized disclosure or misuse shall constitute a material breach, entitling Ivy Nest Apartments to take appropriate contractual, civil, and statutory remedies.

4.3. Data Handling and Security Obligations

4.3.1. Both Parties acknowledge that, in the course of grievance handling or service interaction, they may gain access to certain Data as defined under this Policy.

4.3.2. Each Party undertakes that neither it nor its employees, agents, contractors, or representatives shall, without lawful authority:

• store, copy, replicate, imitate, record, analyse,
• photograph, videograph, extract, alter, or manipulate
  such Data using any manual, electronic, or technological means.

4.3.3. All handling of Data shall be carried out in accordance with:

• the Information Technology Act, 2000,
• the Digital Personal Data Protection Act, 2025,
• applicable rules, guidelines, and industry-standard security practices.

5. GOVERNING LAW & JURISDICTION

5.1. Governing Law

5.1.1. This Policy, and all rights, obligations, procedures, liabilities, and interpretations arising here from, shall be governed by and construed in accordance with:

• the Indian Contract Act, 1872,
• the Information Technology Act, 2000,
• the Digital Personal Data Protection Act, 2025,
• the Consumer Protection Act, 2019,
• the Consumer Protection (E-Commerce) Rules, 2020,
  and other applicable laws of India.

5.2. Jurisdiction

5.2.1. Subject to applicable statutory remedies, the courts at Kolkata, West Bengal, India, shall have exclusive jurisdiction over all disputes arising out of or in connection with this Policy.

6. DISPUTE RESOLUTION

6.1. Good Faith Resolution

6.1.1. Ivy Nest Apartments and the Customer agree that they shall discharge their respective obligations in utmost good faith.

6.1.2. The Parties shall, in the first instance, make bona fide efforts to resolve all disputes, disagreements, or differences howsoever arising out of or in connection with this Policy or the use of the platform, through mutual discussion and internal grievance resolution mechanisms.

6.2. Escalation and Jurisdiction

6.2.1. Where a dispute is not resolved through discussion or the grievance redressal process within a reasonable period, either Party may pursue remedies available under applicable law.

6.2.2. Subject to statutory consumer remedies, the courts at Kolkata, West Bengal, India, shall have exclusive jurisdiction over all disputes arising out of or relating to this Policy.

6.3. Costs of Proceedings

6.3.1. Each Party shall bear its own costs, including legal fees and expenses, incurred in connection with any dispute, unless otherwise directed by a competent court or authority.

6.4. Nature and Timeline of Resolution

6.4.1. The time required to resolve a grievance or dispute shall depend upon the nature, complexity, and seriousness of the issue, including but not limited to:

• routine service-related complaints,
• billing or contractual disputes,
• incidents involving allegations of discrimination, harassment, or misconduct,
  which may require detailed investigation, evidence review, and coordination with multiple stakeholders.

6.4.2. Ivy Nest Apartments shall endeavour to ensure that all grievances are handled fairly, confidentially, and proportionately, without undue delay.

7. GENERAL CLAUSES

7.1. Regulatory References

7.1.1. This Policy shall be read in conjunction with:

• applicable internal policies and procedures of Ivy Nest Apartments,
• statutory and regulatory guidelines under applicable Indian laws,
• relevant partner, service provider, or financial institution compliance requirements, where applicable.

7.1.2. This Policy shall be updated, amended, or modified as required to remain compliant with changes in law, regulatory directions, or business requirements.

7.2. Interaction with Customers

7.2.1. In furtherance of Ivy Nest Apartments’ objective of delivering consistent and high-quality service, the Company may seek customer feedback through surveys, questionnaires, reviews, or meetings for service improvement and grievance prevention.

7.3. Record Keeping

7.3.1. Customer interactions, including calls, emails, chats, and grievance communications, may be recorded or documented for purposes of:

• compliance with applicable laws,
• quality assurance,
• training,
• dispute resolution and audit requirements,
  in accordance with applicable data protection laws.

7.4. Policy Review

7.4.1. This Policy shall be reviewed at least once every year or earlier if required due to legal, regulatory, or operational changes.

7.5. Important Notes

7.5.1. Customers are advised to follow the prescribed grievance redressal hierarchy. Skipping prescribed stages may delay acknowledgment or resolution.

7.5.2. Customers are strongly advised not to disclose grievance-related information on public or social media platforms, as such disclosure may compromise privacy, security, and effective resolution.

8. CONTACT DETAILS – GRIEVANCE REDRESSAL

8.1. For any grievance, complaint, or dispute relating to the platform or services, the User may contact the designated grievance channel below:

Ivy Nest Apartments
Email: grievance@ivynestapartments.com

8.2. All grievances shall be acknowledged and addressed in accordance with applicable laws, including the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2025.