Support Policy

This Support Policy sets out the procedures and guidelines for handling support requests, complaints, grievances, and disputes on the SOCIOO Platform. This Policy forms an integral part of SOCIOO’s Terms & Conditions and Platform Policies.

By accessing or using the Platform, Users and Vendors agree to comply with this Policy along with all applicable laws and platform rules.

1. Support Channels

SOCIOO provides multiple official support channels, including:

• In-app help and support features
• Email-based or ticket-based support systems
• Any other official communication channels notified by SOCIOO from time to time

Users and Vendors are advised to use only authorized channels for submitting queries, complaints, or grievances.

2. Response & Resolution Timelines

• SOCIOO aims to acknowledge and provide an initial response to support requests within twenty-four (24) to seventy-two (72) hours.
• Resolution timelines may vary depending on the complexity of the issue, the nature of the complaint, and the involvement of third parties such as Vendors, payment service providers, or regulatory authorities.

SOCIOO shall make reasonable efforts to resolve issues promptly but does not guarantee resolution within a fixed timeframe.

3. User Support Services

SOCIOO may provide assistance to Users in relation to:

• Booking confirmations, cancellations, and modifications
• Payment failures, transaction status, and refund tracking
• Account access, login issues, and profile management
• Reporting abuse, misconduct, safety concerns, fraud, or policy violations

SOCIOO may request additional information or verification documents to process support requests.

4. Vendor Support Services

SOCIOO may provide assistance to Vendors in relation to:

• Listing creation, updates, availability, and visibility issues
• Payment settlements, payout schedules, and transaction reports
• Policy interpretation and compliance guidance
• Handling complaints, disputes, chargebacks, and regulatory communications

Vendors are required to cooperate in good faith and provide accurate and timely information during support and dispute resolution processes.

5. Dispute Resolution

SOCIOO may, at its discretion, facilitate communication and mediation between Users and Vendors for disputes arising out of bookings, services, payments, or platform use.

For matters relating to platform operations, account actions, payment processing, refunds, or policy enforcement, SOCIOO’s decision shall be final and binding, subject to applicable law.

SOCIOO does not act as an arbitrator and shall not be responsible for the outcome of disputes between Users and Vendors.

6. Abuse, Safety & Emergencies

• In case of immediate danger, users should contact local emergency services first.
• Any abuse, harassment, fraud, safety threats, or illegal activity must be reported immediately through official SOCIOO support channels.
• SOCIOO may temporarily suspend or restrict accounts pending investigation where safety, fraud, or legal risks are identified.
• In serious matters, SOCIOO may escalate complaints to law enforcement agencies or appropriate regulatory authorities in accordance with applicable law.

7. Grievance Redressal Officer (As per Indian IT Rules)

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, SOCIOO has appointed a Grievance Redressal Officer to address complaints and grievances relating to the Platform.

Users and Vendors may submit grievances regarding content, services, account actions, or policy violations through the official support channels or by contacting the designated Grievance Officer.

SOCIOO shall acknowledge grievances within twenty-four (24) hours and endeavor to resolve them within fifteen (15) days from the date of receipt, in accordance with applicable law.

8. Limitation of Liability

SOCIOO shall not be liable for delays, losses, or damages arising from:

• Vendor service failures or operational issues
• Third-party payment provider delays or errors
• Outcomes of disputes between Users and Vendors

SOCIOO’s role is limited to providing technology-enabled support and facilitation services.

SOCIOO – HELP & SUPPORT

• Contact support via the in-app Help section or official email/ticket system.
• Initial response is usually provided within 24–72 hours.

We can help you with:

• Bookings, payments, and refund status
• Account access and technical issues
• Reporting abuse, misconduct, or safety concerns

SOCIOO may mediate disputes between Users and Vendors. For platform-related decisions, SOCIOO’s determination will be final, subject to law.

For grievances, contact our Grievance Redressal Officer through the details available in the app or website.

This Support Policy forms part of SOCIOO’s Platform Policies and Terms & Conditions.