Grievance Redressal Policy

Polemarch, operated by Mithtech Innovative Solutions Pvt Ltd, is committed to providing a transparent, fair, and efficient mechanism for addressing complaints and grievances of its users. This policy is published in compliance with the Consumer Protection Act, 2019 and applicable SEBI regulations.

1. Scope

This Grievance Redressal Policy applies to all users of the Polemarch platform, including investors, sellers, and visitors. It covers complaints relating to:

• Account and KYC-related issues
• Order execution, settlement delays, or share-transfer failures
• Wallet transactions, refunds, and payment discrepancies
• Data privacy and security concerns
• Platform functionality, service quality, or misconduct by any party
• Any other matter arising from the use of Polemarch services

2. Grievance Redressal Officer

3. How to File a Complaint

You may lodge a complaint through any of the following channels:

• Email: Send a detailed complaint to grievance@polemarch.in
• Online Form: Submit your complaint via our Contact Page
• Phone: Call us at +91 9008770738 (Mon–Fri, 10:00 AM – 6:00 PM IST)
• Post: Write to the Grievance Officer at the address listed above

When filing a complaint, please include:

• Your registered name, email, and phone number
• Your Polemarch account/user ID (if applicable)
• A clear description of the issue or grievance
• Relevant order IDs, transaction references, or supporting documents
• The resolution you are seeking

4. Complaint Resolution Process

5. Escalation Mechanism

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint as follows:

Level 1: Senior Management

You may escalate unresolved complaints to the senior management of Mithtech Innovative Solutions Pvt Ltd by writing to support@polemarch.in with the subject line “Escalation — [Your Complaint Reference Number].” The senior management team will review the matter and respond within 10 business days.

Level 2: SEBI SCORES Portal

If your grievance remains unresolved after exhausting the internal escalation process, or if you do not receive a response within 30 days, you may lodge a complaint with the Securities and Exchange Board of India (SEBI) through the SCORES portal:

Level 3: Consumer Forum

You may also approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019, for resolution of your grievance.

6. Applicable Regulations

This Grievance Redressal Policy has been framed in accordance with:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Information Technology Act, 2000 and IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• SEBI (Intermediaries) Regulations, 2008 (to the extent applicable)
• SEBI Circular on Investor Grievance Redressal

7. Our Commitments

• All complaints will be treated with confidentiality and fairness
• No user will face retaliation for filing a genuine complaint
• We will maintain records of all complaints and resolutions for a minimum of 5 years
• We will continuously improve our processes based on complaint trends and feedback

8. File a Complaint Now

If you have a complaint or feedback, please reach out to us immediately. We value your trust and are committed to resolving your concerns promptly.