CONTACT AND GRIEVANCE REDRESSAL POLICY

PropaTrade Education Private Limited

CIN: U85500AP2026PTC125374

Last Updated: July 23, 2026

Effective Date: July 23, 2026

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CONTACT AND GRIEVANCE REDRESSAL POLICY

This Contact and Grievance Redressal Policy ("Policy") is published in compliance with Section 79 of the Information Technology Act, 2000, Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (as amended 2023), and the Digital Personal Data Protection Act, 2023, by PropaTrade Education Private Limited, a company incorporated under the Companies Act, 2013, bearing CIN: U85500AP2026PTC125374, having its registered office at Tirupati, India ("PropaTrade," "Company," "we," "us," or "our").

This Policy governs the grievance redressal process for all Research Contractors ("Contractors") engaged with PropaTrade under the Indian Contract Act, 1872 as independent contractors, as well as other individuals who interact with the PropaTrade platform.

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1. GRIEVANCE OFFICER

1.1 In accordance with Section 79 of the IT Act and Rule 3(11) of the IT (Intermediary Guidelines) Rules, 2021, PropaTrade has appointed the following Grievance Officer:

1.2 The Grievance Officer is responsible for:

(a) Receiving and acknowledging complaints and grievances from Contractors and other individuals;

(b) Investigating and resolving complaints within the prescribed timelines;

(c) Acting as the primary point of contact for regulatory authorities, law enforcement, and the Data Protection Board of India;

(d) Ensuring compliance with intermediary obligations under the IT Act and IT Rules.

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2. CONTACT CHANNELS

2.1 Grievance / Complaint

2.2 Data Protection Requests

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3. COMPLAINT FILING PROCESS

3.1 How to File a Complaint

3.1.1 Complaints may be filed through the following methods:

(a) Email: Send a detailed complaint to [email protected] with the subject line "Complaint — [Brief Description]";

(b) Written/Postal: Send a written complaint to the registered address.

3.2 Information to Include in a Complaint

3.2.1 To facilitate prompt resolution, please include the following in your complaint:

(a) Your full legal name (as registered on the Udaan platform);

(b) Registered email address;

(c) Account ID / Order ID / Transaction ID (as applicable);

(d) Date(s) of the incident(s) complained of;

(e) Detailed description of the complaint;

(f) Supporting documents or evidence (screenshots, transaction records, correspondence, etc.);

(g) The relief or resolution sought;

(h) Whether you have previously contacted PropaTrade regarding this issue.

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4. RESPONSE TIMELINES

4.1 In compliance with Rule 3(11)(a) of the IT (Intermediary Guidelines) Rules, 2021, the following timelines apply:

4.2 Where a complaint involves a Data Principal rights request under the DPDP Act, 2023, the response shall be provided within 30 days as required under the Act.

4.3 Where a complaint relates to content takedown or intermediary obligations, PropaTrade shall act within the timelines prescribed under the IT (Intermediary Guidelines) Rules, 2021.

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5. COMPLAINT CATEGORIES

5.1 PropaTrade handles complaints in the following categories:

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6. ESCALATION MATRIX

6.1 If you are not satisfied with the initial resolution, you may escalate your complaint through the following matrix:

6.2 Each escalation must reference the original complaint number/reference provided at the time of acknowledgement.

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7. EXTERNAL REMEDIES

7.1 Arbitration

7.1.1 If your complaint is not resolved to your satisfaction through PropaTrade's internal grievance mechanism, you may initiate binding arbitration in accordance with the Arbitration and Conciliation Act, 1996, as set out in the Terms of Service.

7.1.2 The seat of arbitration shall be Tirupati, India.

7.1.3 The Contractor must exhaust the internal grievance redressal process before initiating arbitration. Arbitration may only be commenced if the dispute remains unresolved after thirty (30) days from the date of submission of the grievance.

7.2 Courts of Exclusive Jurisdiction

7.2.1 Subject to the arbitration provisions, the courts of Tirupati, India shall have exclusive jurisdiction over any legal proceedings.

7.3 Data Protection Board of India

7.3.1 For complaints relating to personal data processing, you may file a complaint with the Data Protection Board of India established under the DPDP Act, 2023, after exhausting PropaTrade's internal grievance mechanism.

7.4 SEBI SCORES Portal

7.4.1 While PropaTrade is NOT a SEBI-registered entity, individuals who have concerns about potential violations of securities regulations may lodge a complaint on SEBI's SCORES portal at scores.sebi.gov.in.

7.5 Cyber Crime

7.5.1 For complaints relating to cybercrime, fraud, or financial crime:

• National Cyber Crime Reporting Portal: cybercrime.gov.in

• Helpline: 1930

7.6 Contractor Relationship Clarification

7.6.1 The relationship between PropaTrade and its Contractors is governed by the Indian Contract Act, 1872. The Consumer Protection Act, 2019 does not apply to this engagement. Accordingly, Consumer Disputes Redressal Commissions and the National Consumer Helpline are not the appropriate forums for disputes arising from the independent contractor engagement.

7.6.2 This clarification does not affect any rights that may otherwise be available under applicable law.

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8. PRE-DISPUTE REQUIREMENT

8.1 The Contractor must exhaust the grievance redressal process set out in this Policy before initiating any chargeback, payment dispute, arbitration, or legal action.

8.2 Failure to comply with this requirement may be raised as a defense by PropaTrade in any subsequent proceedings.

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9. RECORD OF COMPLAINTS

9.1 PropaTrade shall maintain a record of all complaints received and their resolution for a minimum period of five (5) years, in accordance with the IT Rules and Companies Act, 2013.

9.2 Periodic compliance reports on grievance redressal shall be prepared and maintained internally.

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10. COMMITMENT

10.1 PropaTrade is committed to:

(a) Treating every complaint with seriousness and impartiality;

(b) Resolving complaints within the prescribed timelines;

(c) Maintaining confidentiality of complainant information;

(d) Continuously improving its services based on Contractor feedback;

(e) Full compliance with all applicable laws and regulations governing grievance redressal.

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11. AMENDMENTS

11.1 PropaTrade reserves the right to amend this Policy from time to time. The updated Policy shall be published on the Website with the revised "Last Updated" date. Material changes shall be communicated to Contractors via email.

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12. CONTACT INFORMATION

Grievance Officer: Sai Kalyan GP, Director

Email: [email protected]

Address: PropaTrade Education Private Limited, Tirupati, India

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PropaTrade Education Private Limited

CIN: U85500AP2026PTC125374 | GSTIN: 37AAQCP9565N1Z7

Registered Office: Tirupati, India

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Trading involves risk. Results shown are from a simulated environment and do not guarantee similar outcomes. Individual results may vary significantly.

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