P2 KOSHAYOJAN SERVICES PRIVATE LIMITED (STOEX)
GRIEVANCE REDRESSAL POLICY

Effective Date: May 2026

P2 Koshayojan Services Private Limited ("Company", "we", "us") operates STOEX, a platform that facilitates access to Digital Gold services, enabling Users to purchase and sell Digital Gold and request physical delivery of Customer Gold through arrangements with independent bullion providers. STOEX does not own, hold, or deal in gold directly. The Company is committed to maintaining fairness, accountability, and transparency in all its dealings.

1. Objective

The objective of this Policy is to minimize and resolve instances of customer grievances through a structured and transparent redressal mechanism. The Company is committed to ensuring that users are treated fairly at all times, that complaints are dealt with courteously and in a timely manner, and that users are informed of the available channels for escalation if they are not satisfied with the resolution provided. All employees of the Company shall work in good faith and without prejudice to the interests of the users.

2. Scope

This Policy applies to all complaints and grievances arising from the use of the STOEX platform, including those relating to digital gold transactions, SIP deductions or management, account and KYC matters, payment processing, platform performance, physical delivery of Customer Gold.

The Company operates as a platform facilitating access to the purchase and sale of Digital Gold through an independent Gold Provider. The Gold Provider is responsible for execution of Digital Gold transactions and physical delivery obligations, while STOEX shall coordinate with the relevant Gold Provider or service provider, as applicable, to facilitate resolution of User complaints. This Policy forms part of the Agreement and shall be read together with the STOEX Platform General Terms and Conditions.

3. Channels for Filing Complaints

Users may submit complaints or grievances through any of the following channels:

• Platform / App: Through the "Contact Us" section the STOEX platform
• Email: support@stoex.in
• Customer Support: +91 8448358943, available Monday to Friday, 10:00 AM to 6:00 PM IST
• Written Communication: Addressed to the Grievance Redressal Officer at the Company's registered address as specified in Section 6.

Users are encouraged to provide detailed information, including relevant dates, transaction references, and supporting evidence, to enable a thorough investigation of their complaint.

4. Receipt and Acknowledgment

On receipt of a complaint, the Company shall assign a unique complaint or ticket number and acknowledge the complaint within 48 (forty-eight) hours via the channel through which it was submitted. The complainant shall be provided with the contact details of the individual responsible for handling the complaint. Complainants are requested to retain their ticket number for tracking and reference purposes.

5. Investigation of Complaints

The Company shall ensure that each complaint is handled by an individual who was not involved in the conduct or transaction that forms the subject matter of the complaint, and who has the authority, or access to persons with the authority, to resolve the complaint. Complaints will be prioritised based on their nature and severity, with matters involving significant financial loss or unauthorized transactions treated as high priority. All findings, actions taken, and outcomes shall be documented and retained in accordance with the Record Keeping section of this Policy

6. Grievance Redressal Officer

In accordance with the applicable provisions of the Consumer Protection Act, 2019 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Company has designated a Grievance Redressal Officer ("GRO") who shall be responsible for receiving, acknowledging, and facilitating the resolution of complaints.

Name:

Designation: Grievance Officer

Email:

Contact Number:

Address: 4, Bhagwan Das Road, New Delhi, Delhi 110001

Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST

7. Escalation Matrix

In order to effectively address grievances, the Company has established the following escalation levels:

Level 1 - Customer Support: Users may first raise their complaint through the channels described in Section 3. The customer support team shall acknowledge the complaint within 48 hours and endeavor to resolve it within 30 days from the date of receipt.

Level 2 - Grievance Redressal Officer: If a complaint is not resolved at Level 1 within the stipulated period, or if the user is dissatisfied with the response, the complaint may be escalated to the Grievance Redressal Officer as specified in Section 6. The GRO shall acknowledge the escalation within 24 hours and endeavor to resolve the complaint within 15 days from the date of escalation.

If a complainant remains dissatisfied after exhausting all internal escalation levels, they may approach the appropriate Consumer Forum under the Consumer Protection Act, 2019, or any other legal forum available to them under applicable law.

8. Resolution Timelines

The Company shall acknowledge all complaints within 48 hours of receipt and endeavor to resolve them within 30 days from the date of receipt. Where a complaint is escalated to the Grievance Redressal Officer, the GRO shall acknowledge the escalation within 24 hours and endeavor to resolve it within 15 days from the date of escalation. Upon resolution, the complainant shall be notified in writing of the outcome and any applicable redress.

9. Confidentiality

The Company shall ensure that all information shared by complainants is handled with confidentiality and protected in accordance with applicable laws. Complaint data shall be stored in secure, access-restricted systems, and personnel handling complaints shall be bound by appropriate confidentiality obligations. Sensitive complainant information shall be retained only for the period required under applicable law.

10. Prohibition of Fees

No fees shall be charged to users for submitting, processing, or tracking complaints. All costs associated with the complaint handling process shall be borne by the Company.

11. Record Keeping

The Company shall maintain records of all complaints, including the nature of the complaint, actions taken, and the resolution outcome, for such period as the Company deems necessary or as may be required under applicable law

12. Monitoring and Reporting

The Company has established internal monitoring systems to track complaints from submission through to resolution. The Grievance Redressal Officer shall compile and analyze complaint data periodically and present a summary report to senior management on a quarterly basis for review and continuous improvement. Complainants may track the status of their complaint by contacting the customer support team with their ticket number.

13. Amendments

This Policy is subject to revision and amendment from time to time in accordance with applicable laws, regulatory guidance, and business requirements. Any material changes to this Policy shall be communicated to users through the STOEX platform or by email. Continued use of the STOEX platform following such notification shall constitute acceptance of the revised Policy.