(Effective Date: 30th Sept, 2025)
This Grievance Redressal Policy (“Policy”) is published in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. It applies to all users of the services provided by JSR Wayfinder Pvt Ltd, operating under the brand name “5S” (“Company”, “we”, “our”, or “us”), through our website www.5sindia.in and mobile application (collectively, the “Platform”).
1. OBJECTIVE
The objective of this Policy is to:
- Provide a transparent framework for handling customer grievances.
- Ensure fair, efficient, and timely redressal of complaints.
- Comply with applicable laws governing e-commerce and consumer protection in India.
2. SCOPE
This Policy covers grievances relating to:
- Service quality, delays, or non-fulfillment of Delivery Requests.
- Payment disputes, refund issues, and COD settlements.
- Misbehavior, misconduct, or negligence by delivery personnel.
- Data privacy or misuse of personal information.
- Any other matter arising from the use of our Platform or Services.
3. GRIEVANCE OFFICER
In compliance with Rule 5(5) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed the following Grievance Officer:
Name: Sakshi Sharma
Designation: Grievance Officer
Email: Support@5sindia.in
Phone: 08058706819
Address: JSR Wayfinder Pvt Ltd, PNo. 148, Ganesh Vihar 7, Near Tagore ITI, Murlipura, Jaipur (Raj) – 302039
4. PROCEDURE FOR RAISING GRIEVANCES
- Submission: Grievances may be submitted via email, phone, or postal communication to the Grievance Officer.
- Acknowledgment: Every complaint will be acknowledged within 48 hours of receipt.
- Resolution: The Company shall endeavor to resolve all complaints within 30 days from the date of receipt.
- Escalation: If the grievance remains unresolved, Clients may escalate the matter to the appropriate Consumer Disputes Redressal Commission as per the Consumer Protection Act, 2019.
5. RECORD KEEPING
- All grievances, actions taken, and resolution status shall be documented and maintained for a minimum of 3 years.
- Data shall be stored in compliance with the Company’s Privacy Policy and applicable data protection laws.
6. REVIEW & AMENDMENTS
The Company may update this Policy from time to time to comply with legal requirements or to improve grievance-handling efficiency. The revised Policy shall be published on www.5sindia.in.