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Grievance Redressal Mechanism
Governance & Transparency

Grievance Redressal Mechanism

Official Grievance Redressal Mechanism governing your use of The Urban Estate platform and advisory services.

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Last Updated: July 12, 2026 | Effective Date: July 12, 2026 | Version: 1.0

The Urban Estate is committed to addressing grievances, complaints, and user feedback promptly and transparently. This Policy is formulated in accordance with Section 4 of the Digital Personal Data Protection Act, 2023 (DPDP Act) of India, and general consumer grievance guidelines.

1. Designated Grievance Officer

If you have any complaints regarding data privacy violations, incorrect property listing details, acceptable use breaches, or copyright issues, you may contact our designated Grievance Redressal Officer:

Name: Grievance Officer, Legal & Regulatory Compliance Division
Email: [email protected]
Address: Mumbai, Maharashtra, India (Virtual/Remote Office)

2. Procedure for Filing a Grievance

To help us investigate and resolve your issue efficiently, your grievance message should include:

  • Your full name and email address.
  • A detailed description of the complaint (including specific listing URLs, dates, or form details).
  • Any supporting documentation or screenshots.

3. SLA Resolution Timelines

We resolve grievances according to the following Service Level Agreement (SLA):

  • Acknowledgment: We will acknowledge receipt of your grievance within Forty-Eight (48) Hours.
  • Investigation & Response: We will investigate the issue and send a detailed response or resolution proposal within Fifteen (15) Business Days from the date of filing.
  • Complex Disputes: If a resolution requires coordination with third-party developers or legal counsel, we will notify you of the delay and provide a revised timeline (not exceeding thirty (30) days in total).

4. Alternate Grievance Options

If you are not satisfied with our Grievance Officer's resolution, you have the right to file a complaint with the Data Protection Board of India (DPBI) (once established under the DPDP Act) or competent regional regulatory bodies.