Grievance Redressal Policy

Effective Date: April 1, 2026

This Grievance Redressal Policy ("Policy") describes how Users and Service Partners may submit complaints, how Wizcart Technologies Inc. ("Wizcart") reviews and responds to them, and what external recourse is available.

1) Scope

This Policy applies to complaints related to:

• the Wizcart Platform (websites and mobile applications);
• transactions, bookings, cancellations, or refunds processed through the Platform;
• interactions with other Users or Service Partners;
• account actions (e.g., suspension, deactivation, marketplace reliability measures);
• privacy or data handling concerns; and
• accessibility or discrimination concerns.

This Policy does not apply to disputes about the quality or outcome of Services, which are handled through the dispute resolution process described in the applicable Terms of Use and the Cancellation & Refund Policy.

2) How to Submit a Complaint

2.1 In-App

Use the Help / Support section to submit a complaint directly through the Platform. This is the fastest way to initiate a review.

2.2 Email

Send a detailed complaint to support@wizcart.com with the subject line "Formal Complaint" and include:

• your name and registered email address;
• a clear description of the issue;
• relevant booking or transaction reference numbers (if applicable);
• any supporting evidence (e.g., screenshots, chat logs); and
• the resolution you are seeking.

2.3 Mail

Wizcart Technologies Inc. Attn: Grievance Redressal 8708 170 St Surrey, British Columbia V4N 5K8, CA

3) Review Process

Step	Timeline	Action
Acknowledgment	Within 5 business days of receipt	Wizcart will acknowledge receipt and assign a case reference number
Investigation	Within 15 business days of acknowledgment	Wizcart will review the complaint, gather relevant information, and reach a determination
Resolution	Within 15 business days of acknowledgment	Wizcart will communicate the outcome and any remedial action
Complex Cases	Up to 30 business days	If additional time is needed, Wizcart will notify you with an explanation and revised timeline

3.1 What We May Do

Depending on the nature of the complaint, Wizcart may:

• provide an explanation or clarification;
• issue a refund, credit, or fee waiver;
• reverse or modify an account action;
• take action against a violating party (in accordance with the applicable Terms of Use and Acceptable Use Policy); or
• determine that no action is warranted (with an explanation).

4) Escalation

If you are not satisfied with the initial resolution:

4.1 Internal Escalation

You may request escalation by emailing support@wizcart.com with the subject line "Escalation Request — [Case Reference Number]." Escalated complaints will be reviewed by a senior representative within 10 business days.

4.2 External Recourse

If you remain unsatisfied after internal escalation, you have the right to pursue external remedies, including but not limited to:

Jurisdiction	External Body
Privacy (Canada)	Office of the Privacy Commissioner of Canada — priv.gc.ca
Privacy (Quebec)	Commission d'accès à l'information du Québec — cai.gouv.qc.ca
Privacy (U.S.)	Applicable state attorney general or data protection authority
Human Rights (Canada)	Canadian Human Rights Commission or applicable provincial human rights tribunal
Consumer Protection	Applicable provincial or territorial consumer protection office
Legal Disputes	Courts of competent jurisdiction, subject to the governing law and arbitration provisions in the applicable Terms of Use

5) Confidentiality

All complaints are treated confidentially. Information will be shared only with individuals who need to know in order to investigate and resolve the complaint, or as required by law.

6) Non-Retaliation

Wizcart will not retaliate against any User or Service Partner who submits a complaint in good faith. Filing a complaint will not affect your account status, except where the complaint reveals a violation of the Terms of Use by the complainant.

7) Record-Keeping

Wizcart retains records of complaints and resolutions for a minimum of 3 years from the date of resolution, in accordance with applicable law and our Data Retention Policy.

8) Changes

We may update this Policy from time to time. Material changes will be communicated through the Platform.

9) Contact

Wizcart Support Team Email: support@wizcart.com