Deelzon Grievance Redressal Mechanism

Last Updated: [Insert Date]

1. Objective

• Ensure prompt resolution of complaints from customers and Independent Distributors (IDs).
• Maintain high standards of transparency and fairness in all dealings.
• Build trust and protect the interests of all stakeholders.

2. Scope

• All customers purchasing via Deelzon's platform.
• All Independent Distributors (IDs).
• Grievances related to products, services, commissions, returns, ethical concerns.

3. Grievance Officer Details

• Name: [Appointed Officer’s Name]
• Email: grievance@deelzon.com
• Phone: [Official Contact Number]
• Address: [Registered Office Address]
• Working Hours: Mon–Sat, 10:00 a.m. – 6:00 p.m.

4. How to File a Complaint

• Email: grievance@deelzon.com (include order ID/distributor ID, contact details).
• Web Form: Fill the Grievance Form on the Deelzon website.
• Customer Care: Call support during working hours.

5. Grievance Handling Procedure

• Acknowledgement: Within 48 hours via email or phone.
• Investigation: Forwarded to relevant department; verification may be required.
• Resolution Timeline: Final resolution within 30 days.
• Escalation: Unresolved cases go to senior management (final decision in 15 days).

6. Types of Grievances Covered

• Product issues, delivery delays, refund concerns.
• Distributor compensation disputes.
• Misrepresentation, data misuse, or ethical breaches.

7. Responsibilities

• Provide clear and complete details of the grievance.
• Cooperate with the investigation team.
• No abusive or fraudulent communication.

8. Monitoring & Reporting

• All complaints recorded and analyzed by Grievance Officer.
• Periodic management reports for improvement.

9. Legal Compliance

This mechanism complies with applicable Indian laws, including:

• Consumer Protection (E-Commerce) Rules, 2020
• Consumer Protection (Direct Selling) Rules, 2021
• Information Technology Act, 2000

Jurisdiction: [Insert City/State]

10. Policy Review

Policy may be updated periodically and published on the Deelzon website.

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Kerala Direct Selling Guidelines – Deelzon

1. Definitions

• Direct Selling Entity (DSE): Legal entity selling via direct sellers.
• Independent Distributor (ID): Individual promoting Deelzon.
• Monitoring Authority: Govt body regulating direct selling in Kerala.

2. Conditions to Operate in Kerala

• Register with Kerala Monitoring Authority before operations.
• Maintain legal office in Kerala.
• Mandatory orientation to all IDs on policies and product line.

3. Distributor Contract & Obligations

• Written contracts with refund & buyback clauses.
• Proper ID cards, truthful representation, sales records.
• No false promises or pyramid schemes.

4. Direct Selling Conduct

• Maintain updated ID database and compensation records.
• Have a live website with pricing, catalog, terms, and refund policies.

5. Consumer Protection

• Receipts, packaging standards, and complaint handling as per law.
• District and state-level grievance channels.

6. Monitoring & Compliance

• Submit regular reports to Kerala Monitoring Authority.
• Audit, GST, tax returns maintained as required.

7. Legal Compliance

• Comply with Central & State laws including Legal Metrology & Taxation.

8. Penalties

• Legal action for unregistered operation or misrepresentation.
• Blacklisting for repeated violations.

Conclusion: Deelzon must strictly follow Central + Kerala Direct Selling laws to operate ethically and transparently.

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Independent Distributor Agreement

Date: ___ day of ________, 20__, at [City], India

Between: Deelzon Private Limited and the Independent Distributor.

Distributor Info: Mr./Ms. __________, S/o or D/o __________, PAN: ________, Aadhaar: ________.

1. Purpose

Non-exclusive appointment to promote Deelzon products.

2. Legal Framework

Indian Contract Act, 1872, Consumer Protection (Direct Selling) Rules, 2021.

3. Rights of Distributor

• Sell products, enroll others, receive commissions, access tools & training.

4. Distributor Obligations

• Ethical conduct, no false claims, maintain records, pay taxes, protect data.

5. Company Obligations

• Offer quality products, support, compensation plan, training, legal compliance.

6. Compensation

• As per company plan. Paid via bank after tax deductions.

7. Termination

• 30-day notice or immediate in case of breach/fraud/violation.

8. Confidentiality & IP

• All data, branding, materials belong to Deelzon.

9. Dispute Resolution

• Negotiation first, then courts of [Insert City].

Signatures

For Deelzon Private Limited: ____________________

Distributor: ____________________

Witnesses:

1. ____________________

2. ____________________