Complaint & Dispute Resolution Policy

1. Purpose

At ParMitra, we strive to provide a safe, respectful, and trustworthy platform for the Nepali community worldwide.

This Complaint and Dispute Resolution Policy explains how users can report concerns, submit complaints, and seek resolution for disputes related to the use of the ParMitra platform.

2. Scope

This policy applies to complaints relating to:

• User behaviour
• Jobs
• Room and accommodation listings
• Business listings
• Events
• Messaging
• Fraud or scams
• Fake profiles
• Intellectual property concerns
• Privacy concerns
• Platform moderation decisions
• Other matters relating to the use of ParMitra

3. Reporting a Complaint

Users may submit complaints through:

• The "Report" feature available within the ParMitra app (where available)
• The "Contact Support" feature
• Email to our support team

When submitting a complaint, users should provide as much information as possible, including:

• A description of the issue
• Relevant usernames or listing details
• Screenshots or supporting evidence, where available
• Dates and times of the incident

Providing accurate information helps us investigate complaints efficiently.

4. Our Complaint Process

Upon receiving a complaint, ParMitra may:

• Acknowledge receipt of the complaint
• Review the available information
• Request additional information if necessary
• Assess whether the reported conduct breaches our Terms and Conditions, Community Guidelines, or applicable laws
• Take appropriate action where required

We aim to investigate complaints as promptly as reasonably practicable.

5. Possible Outcomes

Depending on the circumstances, ParMitra may:

• Take no further action if no breach is identified
• Remove or edit content
• Issue a warning
• Temporarily restrict certain features
• Suspend an account
• Permanently terminate an account
• Report unlawful activity to relevant authorities where required by law

Our decisions are based on the available information and the seriousness of the reported conduct.

6. User-to-User Disputes

ParMitra is a technology platform that connects users.

Unless expressly stated otherwise, ParMitra is not a party to agreements or transactions between users.

Examples include disputes involving:

• Employment arrangements
• Rental agreements
• Business transactions
• Event attendance
• Private sales
• Payments exchanged between users

Users are encouraged to communicate respectfully and make reasonable efforts to resolve disputes directly with one another before contacting ParMitra.

Where appropriate, ParMitra may review reported conduct for compliance with our policies but does not act as a court, arbitrator, or mediator.

7. Fraud and Safety Concerns

If you believe another user is:

• Operating a fake account
• Posting fraudulent listings
• Attempting to scam users
• Requesting inappropriate payments
• Misusing the platform, or
• Engaging in illegal activity

please report the matter immediately through the app or by contacting our support team. Where appropriate, ParMitra may suspend accounts while an investigation is conducted.

8. Appeals

If you believe your content was incorrectly removed or your account was suspended in error, you may submit an appeal.

Appeals should include:

• Your account details
• A clear explanation of why you believe the decision should be reconsidered
• Any supporting information that may assist our review

Appeals are reviewed by our moderation team, and we aim to provide a response within a reasonable timeframe.

Submitting an appeal does not guarantee that the original decision will be changed.

9. Response Times

While response times may vary depending on the complexity of the matter, ParMitra aims to:

• Acknowledge complaints within 3 business days
• Review most complaints within 14 business days

More complex matters may require additional time.

10. False or Malicious Reports

Users must not knowingly submit false, misleading, or malicious complaints.

Repeated misuse of the reporting system may result in action against the reporting user's account.

11. Privacy During Investigations

Information provided during an investigation will be handled in accordance with our Privacy Policy.

We may share information where required by law or where necessary to investigate a complaint and protect the safety, rights, or security of our users and the platform.

12. Changes to This Policy

ParMitra may update this Complaint and Dispute Resolution Policy from time to time.

Any updates will be published within the app and, where applicable, on our website.

13. Contact Us

If you wish to submit a complaint or have questions about this policy, please contact us.

ParMitra

Email: [email protected]

Website: https://www.parmitra.com