Grievance Policy

Effective: 10 September 2026

This Grievance Policy explains how the customers and vendors using the Nookstor Platform can raise complaints and how Nookstor will handle them.

Nookstor is committed to providing a simple and accessible way for users to raise grievances relating to their use of the Platform.

1Who can raise a grievance?

Any customer or vendor using the Nookstor Platform may raise a grievance regarding their use of the Platform.

A grievance may relate to:

• An order or order-related issue;
• Payment or payment verification;
• Refunds;
• Vendor or customer conduct;
• Account-related issues;
• Credits or referrals;
• Misuse of personal information;
• Privacy-related concerns;
• Suspension or termination of an account; or
• Any other issue relating to the use of Nookstor.

2Grievance Officer

• Name: Reshma Kulkarni
• Designation: Grievance Officer
• Email ID: support@nookapp.store
• Postal Address: Pune
• Response Time: We aim to acknowledge complaints within 48 hours and resolve them within 30 days, or within such longer period as may be permitted under applicable law.

3How to raise a grievance?

• Through the Platform: Go to Help & Support > Raise a Grievance. Then submit the form with the relevant information.
• By Email: You may email your grievance to support@nookapp.store with the subject line “Grievance” followed by the category of your grievance.

4Information to provide

To help us understand and resolve your grievance, please provide:

• Your name;
• The mobile number registered with Nookstor;
• Your order ID, if the grievance relates to an order;
• A brief description of the issue;
• Relevant screenshots or documents, where available; and
• Any other information that may help us investigate the issue.

Please do not provide your UPI PIN, OTP, bank password, card PIN or other payment credentials when submitting a grievance.

We may request additional information where necessary to verify your identity or investigate the grievance.

5What happens after you submit a grievance?

Once we receive your grievance:

• We will acknowledge receipt of the grievance.
• We will review the grievance and, where necessary, obtain relevant information from the customer, vendor or service provider involved.
• We will take reasonable steps to address the grievance.
• We will communicate the outcome or next steps to you.

Where a grievance relates to a transaction between a customer and vendor, Nookstor may facilitate communication between the parties and review relevant Platform records. However, Nookstor is not the seller of products offered by vendors and does not receive or hold customer payments for vendor orders.

6Privacy grievances

• You may raise a grievance if you have a concern about the collection, use, sharing, storage, security or deletion of your personal information by Nookstor.
• When submitting such a grievance, please select “Privacy/Personal Data” as the grievance category where this option is available or mention “Grievance – Privacy” if you are raising your grievance through email.
• We may ask for information necessary to verify your identity before processing a request relating to your personal information.
• Privacy-related grievances will be handled in accordance with our Privacy Policy and applicable law.

7Grievance acknowledgement and resolution

• We aim to acknowledge grievances within 48 hours of receiving them.
• We aim to resolve the grievances within 30 days, or within such period as may be required or permitted under applicable law.
• If additional information is required from you or another person to resolve the grievance, the time required to obtain that information may affect the time taken to resolve the grievance.

8Grievance reference number

• Where a grievance is submitted through the Platform, you may receive a Grievance Reference Number.
• Please keep this number for future communication regarding your grievance.
• You may use the reference number to check the status of your grievance or refer to it when communicating with the Grievance Officer.

9Information and records

We may retain information relating to a grievance where reasonably necessary to:

• Investigate and resolve the grievance;
• Maintain records;
• Prevent fraud or misuse;
• Resolve disputes; or
• Comply with applicable law.

Such information will be handled in accordance with our Privacy Policy.

10Changes to this policy

• We may update this Grievance Policy from time to time to reflect changes in our Platform, grievance process or applicable law.
• The updated version will be made available through the Nookstor Platform or other appropriate means.