Migo (“Company”, “we”, “our”, or “us”) is committed to maintaining transparency, fairness, and accountability in all interactions with users, customers, partners, and stakeholders.
This Grievance Redressal Policy establishes a formal mechanism through which individuals or organizations can submit complaints, concerns, or grievances related to the services provided through https://migo1.com, the Migo mobile application, or associated products and services.
Our goal is to ensure that all grievances are handled promptly, fairly, and in accordance with applicable laws and consumer protection standards.
1. Purpose of the Policy
The purpose of this policy is to:
- Provide a structured process for addressing complaints and grievances
- Ensure accountability in the resolution of user concerns
- Promote transparency in service operations
- Strengthen trust between the platform and its users
- Comply with applicable legal and regulatory expectations regarding grievance handling
This policy applies to complaints submitted by:
- Individual customers
- Businesses and corporate clients
- Agencies or partners
- Vendors and suppliers
- Investors or stakeholders
- Any user interacting with the Migo platform
2. Scope of Grievances
Grievances may relate to various aspects of the platform, including but not limited to:
- Product purchase or delivery issues
- Payment or transaction concerns
- Account access problems
- Privacy or data protection concerns
- Errors or technical issues within the platform
- Concerns related to digital profiles or content hosted on the platform
- Allegations of misuse or unauthorized use of the platform
- Issues related to customer support or service quality
The grievance mechanism is designed to ensure that all such concerns are reviewed objectively and addressed in a timely manner.
3. Submission of Grievances
Users who wish to submit a grievance should provide clear and accurate information so that the matter can be investigated effectively.
A grievance submission should preferably include:
- Full name of the complainant
- Contact email address
- Order number or account identifier (if applicable)
- Description of the issue or concern
- Relevant supporting documents, screenshots, or evidence if available
Grievances may be submitted through the following channel:
Email: appsupport@migo1.com
Providing complete and accurate information will help facilitate faster resolution.
4. Grievance Acknowledgment
Upon receiving a grievance, Migo will acknowledge receipt of the complaint within a reasonable time frame.
The acknowledgment may include:
- Confirmation that the grievance has been received
- A reference number or identifier for the complaint
- Information regarding the next steps in the review process
The acknowledgment ensures that the complainant is informed that the matter is under review.
5. Investigation Process
Once a grievance is received, the matter may be reviewed by the appropriate internal team responsible for handling the issue.
The investigation process may include:
- Reviewing relevant transaction or system records
- Evaluating supporting documents submitted by the complainant
- Consulting internal teams such as technical support, logistics, or compliance departments
- Coordinating with third-party service providers where necessary
Each grievance will be evaluated objectively and independently based on available evidence and platform policies.
6. Resolution Timeline
Migo aims to resolve grievances within a reasonable and practical time frame depending on the complexity of the issue.
Typical resolution timelines may vary depending on factors such as:
- Nature of the complaint
- Availability of relevant information
- Involvement of third-party service providers
- Technical investigation requirements
Complainants will be informed about the outcome of the review once the matter has been assessed.
7. Possible Outcomes
Depending on the nature of the grievance, resolution outcomes may include:
- Clarification or explanation regarding the issue
- Correction of errors or technical problems
- Replacement of defective products (where applicable)
- Refunds or transaction adjustments (subject to company policies)
- Content review or removal where necessary
- Preventive measures to avoid similar issues in the future
Each grievance will be addressed in accordance with applicable company policies and legal requirements.
8. Escalation of Grievances
If a complainant believes that their grievance has not been adequately addressed, they may request further review by contacting the support team again with reference to the original grievance.
Escalated cases may undergo additional review to ensure that the issue has been handled appropriately.
9. Responsible Use of the Grievance Mechanism
The grievance redressal system is intended to facilitate legitimate complaints and concerns.
Users should not misuse the grievance system by submitting:
- False or misleading complaints
- Repeated complaints without valid basis
- Harassing or abusive communications
Migo reserves the right to take appropriate action where the grievance mechanism is abused.
10. Confidentiality of Complaints
All grievances and related communications are handled with appropriate confidentiality.
Information provided during the grievance process will only be used for the purpose of reviewing and resolving the complaint and will not be disclosed unnecessarily.
11. Compliance with Applicable Laws
This grievance redressal framework has been designed to support compliance with relevant consumer protection and digital service regulations.
Where required, Migo may cooperate with appropriate authorities or regulatory bodies during the investigation or resolution of complaints.
12. Updates to the Policy
Migo may revise or update this Grievance Redressal Policy periodically to reflect changes in operational procedures, legal requirements, or service improvements.
The most current version will always be available on:
Continued use of the platform indicates acceptance of the updated policy.
13. Contact Information
Grievances related specifically to the Migo platform will be handled by the Migo support team under the operational supervision of LoQal AI Ventures Private Limited.
In certain cases, matters may be escalated internally to the parent company’s compliance or legal teams.
For submitting grievances or seeking assistance, please contact:
Migo Support
Website
https://migo1.com/
Email
appsupport@migo1.com
Address
WZC 22/22, Patel Garden
Sector 15 Dwarka, Kakrola
Delhi, 110059
India
Migo is a digital platform operated by LoQal AI Ventures Private Limited. Additional corporate policies governing the LoQal AI ecosystem may also apply.