Grievance Policy

Rare Spaces wants concerns about properties, payments, privacy, safety, or the marketplace to be handled fairly and promptly.

This Policy explains how you can raise a formal complaint and what happens after you submit one.

1. What you can report

You can submit a grievance about:

• a property listing;
• an owner, agent, developer, or other Publisher;
• suspected fraud or impersonation;
• inaccurate or misleading information;
• exposure of a private property address;
• misuse of personal information;
• an account or security issue;
• a payment or refund;
• a privacy request; or
• another concern about Rare Spaces or its services.

2. How to submit a grievance

You can submit a grievance through our grievance form or by emailing hello@rarespaces.in.

Please include:

• your name and email address;
• the property link or listing reference, if relevant;
• the order or invoice reference, if your complaint concerns a payment;
• a brief description of what happened;
• when it happened, if known; and
• what you would like us to do.

Please provide only the information reasonably necessary for us to understand your complaint.

Do not send Aadhaar numbers, passwords, OTPs, UPI PINs, complete card numbers, banking passwords, or unnecessary identity or property documents.

If we need additional evidence, we will explain what is required and, where appropriate, how to provide it securely.

3. How quickly we respond

We aim to acknowledge grievances within 24 hours and resolve them within 7 days.

Some complaints may take longer where they involve complex payment, fraud, privacy, legal, technical, or regulatory issues.

If we need additional time, we will provide an appropriate update on the status of your complaint.

Urgent privacy, fraud, security, or safety concerns may be reviewed immediately.

4. Urgent concerns

We give priority to reports involving:

• exposure of an occupied home's private address or exact location;
• suspected fraud or fictitious properties;
• impersonation or deceptive payment requests;
• serious safety concerns;
• unauthorised disclosure of personal information;
• compromised accounts; or
• unlawful content.

Where necessary to protect users, we may temporarily pause or remove a property while we investigate.

A temporary restriction does not necessarily mean that we have concluded that the Publisher did something wrong.

5. What happens after you submit a grievance

We will review the information you provide and any relevant records available to Rare Spaces.

Depending on the complaint, we may:

• ask you for additional information;
• contact the Publisher or another relevant party;
• review the property or account;
• investigate a payment;
• investigate a privacy or security concern; or
• take temporary action while the investigation is ongoing.

We will limit access to complaint information to people who reasonably need it to investigate or resolve the matter.

6. Possible outcomes

Depending on what we find, we may:

• correct or remove information;
• pause, restore, or remove a property listing;
• ask a Publisher to update or verify information;
• restrict or suspend an account;
• address a privacy or security issue;
• approve a refund or other payment remedy in accordance with our Refund Policy;
• refer an issue to a payment provider or other service provider;
• cooperate with an appropriate authority where required; or
• close the grievance with an explanation if no further action is appropriate.

The appropriate outcome will depend on the circumstances, our Terms and policies, and applicable law.

7. Property complaints

If your complaint concerns a property, we may review the listing and information supplied by the Publisher.

Remember that Curated by Rare Spaces means a listing has passed our publication standards. It does not mean that Rare Spaces has independently verified ownership, title, structural condition, valuation, or the legal validity of a property transaction.

Disputes involving ownership, possession, construction, brokerage, tenancy, contracts, or payments between property parties may need to be resolved directly between those parties or through an appropriate professional or legal forum.

8. Privacy complaints

If you believe private information or an occupied home's exact address has been exposed, please send us the relevant page or listing link and explain what type of information has been exposed.

Avoid repeating the private information itself unless necessary.

For requests to access, correct, delete, or otherwise exercise rights concerning your personal information, you can also contact hello@rarespaces.in or use the privacy tools available through your account.

9. Payment complaints

If your complaint concerns a publication payment, please provide your order or invoice reference and payment reference where available.

We may review our payment, invoice, refund, and publication records to investigate the issue.

We will never ask for your OTP, UPI PIN, banking password, or complete card number to investigate a payment.

Refunds are handled in accordance with our Refund Policy and applicable law.

10. Fair use of the grievance process

We will not penalise you for raising a genuine complaint or exercising a legal right.

However, you must not use the grievance process to:

• harass or threaten another person;
• knowingly submit false information or fabricated evidence;
• repeatedly submit the same complaint in an abusive manner; or
• attempt to obtain another person's private information.

Serious misuse of the grievance process may result in appropriate account restrictions.

11. If you disagree with our decision

If you believe we misunderstood important information, you may reply to our decision with your grievance reference and explain what you believe should be reconsidered.

Using Rare Spaces' grievance process does not prevent you from approaching a consumer commission, Real Estate Regulatory Authority, Data Protection Board, court, law-enforcement agency, or another authority where you have a right to do so.

12. Privacy and records

We keep grievance information only for as long as reasonably necessary to investigate and resolve the complaint and meet applicable legal, security, fraud-prevention, and dispute-resolution requirements.

Personal information submitted through the grievance process is handled in accordance with our Privacy Policy.

13. Changes to this Policy

We may update this Grievance Policy from time to time.

The effective date at the top identifies the current version.

14. Contact us

To submit a formal grievance contact us at hello@rarespaces.in