Store Grievance Redressal Policy

ASTROKARMA STORE Store Grievance Redressal Policy

Last updated: October 13, 2026

1. Scope This Policy supplements the Terms and Conditions of the Platform and explains how to raise and escalate a complaint about an AstroKarma Store Product, Order, Brand, listing, delivery, return or refund. Capitalised terms not defined here have the meaning given to them in the Store Terms of Purchase. The Terms and Conditions continue to apply to your use of the website and app. Cancellation and return eligibility for Products are explained in the Store Shipping, Cancellation, Return and Refund Policy. A complaint about a consultation or another Service may be raised through the existing support and grievance channels of the Platform.

2. Contact Points For routine help with an Order, use the in-app support option where available or email support@astrokarma.app. You may also contact the Grievance Officer, Neha Yadav, at grievance@astrokarma.app, or at the address and telephone number stated in the Notices section of the Terms and Conditions. The Grievance Officer can receive a Store complaint directly, and you do not have to complete a separate support process first. Current contact details and working hours are displayed on the Platform.

3. Making a Complaint Please provide your name and contact details, the Order number if one exists, the Product involved, a clear account of the issue and the outcome you seek. Supporting photographs, payment references or communications can help us investigate. Do not send unrelated Personal Data. If your complaint concerns content or a listing rather than an Order, please provide its link or enough detail to identify it. We will not reject a complaint only because you used email instead of an app feature or did not use a particular form.

4. Acknowledgement and Review We will acknowledge receipt of your complaint within 48 hours, provide a reference number for follow-up and send you a copy of the complaint as recorded by us. We will redress the complaint within one month of receipt. We will review the complaint, seek information from the Brand, courier or payment provider where appropriate, and keep you informed if additional time or information is needed. We may ask you for reasonable clarification or evidence. Complaints involving safety, fraud, unlawful content or an immediate risk will be prioritised and may lead to interim action on a listing or account while the matter is assessed.

5. Outcome and Escalation We will communicate the outcome and the reasons for it by email or through the Platform, including any approved return, replacement, refund or other corrective action and the next steps. If you disagree, or have not received a meaningful response, reply to the same thread or write to the Grievance Officer quoting the earlier reference and the point requiring review. We will review the matter again where new

information is provided or an error is identified. You may also use any external complaint or dispute forum available to you, and this internal process does not restrict that option.

6. Complaints Involving Brands and Records AstroKarma will coordinate with the Brand on complaints received through the Store, so that you do not have to contact the Brand yourself. We may share complaint details with the relevant Brand or service provider only as reasonably needed to investigate and resolve the issue. Complaint records will be handled under the Privacy Policy and retained for an appropriate period, having regard to the matter and Applicable Laws. We may consolidate duplicate complaints, but we will not close a substantive issue merely because it was raised through more than one channel.

7. Updates We may update this Policy for future complaints by posting a revised version on the Platform. Changes will not remove an existing remedy for an Order already placed.