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Dispute Resolution and Arbitration

How disputes are resolved.

• Step 1, grievance: raise the issue under the Grievance Policy; most issues are resolved this way.
• Step 2, negotiation: if not resolved within 30 days, either party may propose good-faith discussions for a further 30 days.
• Step 3, arbitration: an unresolved dispute may be referred to arbitration by a sole arbitrator appointed by mutual agreement under the Arbitration and Conciliation Act, 1996. The seat and venue is Indore, Madhya Pradesh; the language is English. Online hearings may be used to reduce cost.
• Exceptions: this clause does not apply to disputes you choose to bring as a consumer before a consumer commission, to matters that cannot be referred to arbitration under Indian law, or to complaints before the Data Protection Board of India or any regulator.
• Nothing here waives a right or remedy that cannot be waived under Indian law.