Grievance Redressal

In accordance with Section 8(9) of the Digital Personal Data Protection Act, 2023, Rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Rule 5(3)(a) of the Consumer Protection (E-Commerce) Rules, 2020, the Maison has appointed a Grievance Officer who is a person resident in India: Name: Ms. Sadhana Ojha Designation: Grievance Officer & Proprietor Entity: Ivanaa's Beautify (GSTIN 23AAGPO8569E1ZH) Address: 34 Sheshadri Colony, Kila Medan, Mari Mata Square, Indore, Madhya Pradesh – 452006, India Email: info@themaisonworld.com Phone: +91 99815 22242 Hours: Monday to Saturday, 10:00 to 19:00 IST (excluding public holidays)

Use this channel to raise any of the following: • A privacy or personal-data complaint — for example a request to access, correct, erase, or port your data, or a withdrawal of consent that has not been honoured. • A complaint about content that is unlawful, defamatory, infringes intellectual property, or otherwise violates the IT Rules, 2021. • A consumer-protection complaint — for example a damaged or wrong product, a service-quality concern, or a refund that has not been processed. • A complaint about misleading advertising or unfair trade practice. • Any complaint about the conduct of our staff, partners, or affiliated salons that violates these policies. For routine order or booking questions, please use the relevant page on /orders or /bookings first — most issues are resolved there in minutes.

Email — info@themaisonworld.com with subject line "Grievance — <short summary>". Please include: • Your full name and a contact phone number. • The order, booking, or account reference, where applicable. • A clear description of the grievance and the outcome you seek. • Any supporting documents — photographs, screenshots, invoices, or correspondence. Postal mail — addressed to the Grievance Officer at the address above. Phone — +91 99815 22242 during the hours stated above. A phone complaint will be reduced to writing by us and a copy emailed to you for confirmation.

Acknowledgement. We will acknowledge every grievance within 24 hours of receipt with a unique ticket number and the name of the case handler. Resolution. We will resolve the grievance within 15 days of receipt, in accordance with Rule 3(2)(a) of the IT Rules, 2021. Where the matter requires investigation that cannot reasonably be completed in 15 days, we will keep you informed of the progress and the expected timeline. Higher-priority matters. Complaints about (a) content that depicts a person in a sexual act or impersonates another, (b) content that is harmful to a child, or (c) a verifiable security incident are addressed in priority and resolved within 72 hours under Rule 3(2)(b). Personal-data rights requests. Requests under the DPDP Act are addressed within the timelines prescribed by the DPDP Rules and, in any case, within 30 days.

If you are dissatisfied with the resolution offered by our Grievance Officer, you may escalate the matter through one or more of the following channels. Personal-data and DPDP Act matters — to the Data Protection Board of India, once notified by the Central Government under Section 18 of the DPDP Act. Until the Board is operational, escalation lies under the IT Act, 2000 to the Adjudicating Officer appointed under Section 46 by the relevant State Government. IT Rules, 2021 matters — to the Grievance Appellate Committee constituted by the Central Government under Rule 3A. The Committee is reachable at gac.gov.in. Consumer-protection matters — to the National Consumer Helpline at 1915 or consumerhelpline.gov.in, or by filing a complaint with the appropriate Consumer Disputes Redressal Commission (District, State, or National) under the Consumer Protection Act, 2019. Cyber-security incidents — to the Indian Computer Emergency Response Team (CERT-In) at incident@cert-in.org.in.

Grievances are handled confidentially. We do not share the identity of the complainant beyond the team handling the case. Acting on a grievance, in good faith, will not result in any adverse treatment of your account or future orders.

We retain records of grievances and their resolution for a minimum of 3 years after closure, as required by the IT Rules, 2021, and longer where regulatory or legal proceedings make this necessary.