Legal

Grievance Redressal Policy

Last updated: August 4, 2026

FitStat is committed to addressing user concerns promptly and fairly. This policy is published in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, and describes how you can raise a grievance regarding the Platform, a Booking, a Trainer, a Customer, a payment, or your personal data.

1. What You Can Raise a Grievance About

  • A Booking, Session, cancellation, or refund dispute.
  • Conduct of a Trainer or Customer.
  • Payment or payout issues.
  • Trainer KYC/verification concerns.
  • Privacy or data-protection concerns, including requests to access, correct, or erase your personal data (see our Privacy Policy).
  • Any other content or conduct on the Platform that you believe violates our Terms of Use or applicable law.

2. Grievance Officer

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the following Grievance Officer has been appointed for FitStat:

3. How to File a Grievance

Email the Grievance Officer at hello@fitstat.in with the subject line "Grievance", or message us via the Contact page or the WhatsApp chat button available across the site. Please include:

  • Your full name and the email/phone number registered on your account.
  • Your Booking ID or order reference, if the complaint relates to a Session or payment.
  • A clear description of the issue, and any supporting screenshots.

4. Response Timelines

  • We will acknowledge your grievance within 24 hours of receipt.
  • We will work to resolve your grievance within 15 days of acknowledgment, in line with Rule 3(2)(b) of the IT Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. Complex matters (e.g., those requiring input from a third party such as our payment processor) may take longer, and we will keep you informed of progress.

5. Escalation

If you are not satisfied with our resolution, as a consumer you may also approach:

  • The National Consumer Helpline — 1915 or consumerhelpline.gov.in.
  • The e-Daakhil portal (edaakhil.nic.in) to file a complaint with the appropriate District Consumer Disputes Redressal Commission.

6. Governing Law & Jurisdiction

This policy is governed by the laws of India. Any legal proceedings arising from an unresolved grievance shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.