Grievance Redressal Policy

This Grievance Redressal Policy (“Policy”) is published by Fieldr Sports Pvt Ltd (formerly FTR PlayPro Sports Pvt Ltd), a company incorporated under the Companies Act, 2013, bearing CIN U92410KA2024PTC000000, having its registered office at Bengaluru, Karnataka (“Fieldr Sports”, “we”, “us” or “our”), which operates the Fieldr Sports platform (the “Platform”).

This Policy is published in strict compliance with the Information Technology Act, 2000 and the rules framed thereunder (including Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021), the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023 (DPDP Act).

1. Scope and Objective

Fieldr Sports is committed to providing a transparent, fair, and prompt grievance resolution mechanism for all Users, including facility buyers, institutional clients, verified vendors, sports architects, and the public (each, a “Complainant”).

A grievance may relate to: (a) quality, specifications, or delivery of goods or turnkey civil services; (b) order fulfillment, returns, refunds, or escrow releases; (c) content that is unlawful, defamatory, or in breach of our Terms of Service; (d) the processing of personal data under the DPDP Act; or (e) any technical or account access concern.

2. Designated Grievance Officer

Fieldr Sports has appointed a designated Grievance Officer in accordance with statutory guidelines:

3. How to File a Grievance

A Complainant may file a grievance through either of the following channels:

• In-Platform Ticket: Log in to your account and submit a high-priority ticket via the Customer Helpdesk.
• Direct Email: Send an email to grievance@fieldrsports.com with the subject line “Formal Grievance — [Order/RFP/Account Ref]”.

To ensure prompt investigation, please provide: (a) your registered name and contact details; (b) relevant Order ID, RFP Reference, or Vendor name; (c) a clear description of the issue; and (d) supporting documents, invoices, or inspection photos.

4. Statutory Acknowledgement & Resolution Timelines

• Acknowledgement: Every grievance will be acknowledged with a unique tracking ticket number within forty-eight (48) hours of receipt (and within 24 hours for DPDP and emergency consumer safety complaints).
• Resolution: Fieldr Sports will make every endeavour to resolve the grievance within fifteen (15) to thirty (30) days from the date of receipt, and in any event within the maximum statutory timelines prescribed under Indian law.
• Vendor Coordination: Where a grievance involves product quality or on-site workmanship from a third-party Vendor, Fieldr Sports acts as mediator and ensures the Vendor responds within 48 hours.

5. Data Protection Grievances (DPDP Act, 2023)

Grievances relating to the processing of personal data, consent withdrawal, or rights under the DPDP Act, 2023 will be reviewed by the Data Protection Officer. If a Data Principal is not satisfied with the resolution provided by our Grievance Officer, they may escalate their complaint directly to the Data Protection Board of India in accordance with Section 32 of the DPDP Act, 2023.

6. Escalation & Consumer Dispute Remedies

If you are unsatisfied with the initial resolution, you may request an internal escalation to the Executive Grievance Committee by replying to your ticket. Nothing in this Policy limits or prejudice your right to seek legal remedies before the appropriate Consumer Disputes Redressal Commission (Consumer Forum) or statutory authority under the Consumer Protection Act, 2019.