GoMechanic – Customer Grievances Redressal Policy

1) Scope & Applicability

This Policy applies to all grievances raised by customers (“you/your/Customer”) relating to services booked via the GoMechanic website/app, call centre, or official WhatsApp, or a customer walking into a GoMechanic garage.

2) Definitions (for clarity)

• Grievance: A written or recorded expression of dissatisfaction seeking redress.
• Ticket: An electronic case created in GoMechanic’s CRM for each grievance.
• Escalation Manager (EM): GoMechanic representative assigned to investigate and resolve the grievance.
• Grievance Officer: Senior GoMechanic representative responsible for the second-level review and resolution of escalated grievances.
• Partner Workshop: Independent service provider onboarded on GoMechanic’s platform.
• Resolution: A reasoned closure communicated to the Customer (repair/rework, replacement, partial or full refund/credit, or closure with reasons).

3) Grievance Channels

Raise a grievance via any of the below:

• In-app/website help centre (preferred)
• Official WhatsApp support number
• Customer care email/helpline as listed on the website

Publication Requirement: GoMechanic will publish the name, designation, email ID, contact number, and contact hours of its Grievance Officer on the website/app.

4) Timelines & Workflow

• Acknowledgement: Acknowledgement of grievance shall be shared within 48 hours of the receipt via e-mail; where a customer’s e-mail ID is unavailable, it will instead be sent via the channel through which the grievance was originally raised.
• Assignment: EM contacts within 24 hours with ticket number.
• Investigation: Inspection, test-drive, photo/video evidence may be required.
• Follow-ups: 3 attempts over 3 consecutive days; the ticket will be closed if there is no cooperation by Customer. A closed ticket can be re-opened by the Customer by calling the contact centre.
• Resolution Target: Within 30 days of first receipt of the grievance, subject to parts/services availability.
• Closure & Feedback: Shared via email/WhatsApp + CSAT survey.
• Reopening: A closed ticket may be reopened by the Customer within a reasonable period of closure by contacting the contact center; the reopened ticket will follow the same investigation and resolution workflow as a new grievance.

5) Remedies (GoMechanic’s Discretion)

• Re-perform/rectify service or rework at partner workshop
• Replace defective part (OEM/OES warranty)
• Issue benefits/coupons for future services
• Process refund (full/partial) - following the Customer's acknowledgment and acceptance of the proposed resolution, the refund will be credited through within 15 (fifteen) days.

6) Customer Obligations

Customers must provide complete facts, cooperate, preserve vehicle state, provide access, and make truthful statements. Non-compliance may lead to denial of remedies.

Repeat Repairs/New Issues: Additional costs borne by Customer if unrelated issues arise, provided GoMechanic is found to have no role in the origination or aggravation of such issues.

Parking & Storage Charges: May apply if vehicle not collected within communicated time.

7) Inspection & Authorization

Inspection may be required. Refusal beyond 7 days may close ticket. Unauthorized third party repairs i.e., any repair or service carried outside the GoMechanic platform, including at an OEM dealership or independent garage may void eligibility.

8) Fraud, Abuse & False Representations

Zero-tolerance policy. Fraudulent claims may lead to rejection, account suspension, recovery of costs, and legal action.

9) Partner Workshops & Third-Party Products

Independent contractors. OEM/third-party warranties apply as per seller/OEM terms.

10) Exclusions (Illustrative)

• Normal wear & tear, prior mechanical faults
• Accidents, misuse, off-road use, neglect
• Unrelated electrical/electronic failures
• Delays due to unavailability, strikes, natural calamities

11) Limitation of Liability

Liability capped at amount paid for disputed service/part. No indirect or consequential damages.

12) Communication & Records

Communication via app, email, SMS, WhatsApp. Records will be retained as audit evidence for a period as required under applicable law and GoMechanic’s policy.

13) Escalation Matrix

• Level 1: Escalation Manager (EM)
• Level 2: Grievance Officer

External remedies: District Consumer Forum of the district in which Customer resides

14) Governance, Training & Penalties

Training, audits, and penalties for verified lapses apply.

15) Relationship with Other Terms

This Policy supplements Terms of Use, Privacy Policy, warranties.

16) Policy Updates

Updates will be posted with effective date and changes summary.