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Compliance & Grievance

🛡 Anti-Money Laundering (AML) Policy

1. Introduction

At Unitybridge Services Pvt Ltd, we are aware of the risks involved in money laundering and financing terrorism via Internet platforms. As per the Prevention of Money Laundering Act (PMLA), 2002, and the directions given by the Financial Intelligence Unit – India (FIU-IND), we undertake to identify, prevent, and report any activity that could relate to financial crimes. This Anti-Money Laundering Policy formalizes the company's commitment to compliance and the internal structure for identifying and reporting suspicious activity, thus maintaining the integrity of its business operations.

2. Scope

This AML policy applies to:

All registered customers and purchasers on https://unitybridge.in/
All self-employed sellers and traders registered on the platform
Employees, representatives, and authorized agents of https://unitybridge.in/
Payment gateway and logistics companies are engaged in transaction processing and order fulfillment.
The policy extends to all financial transactions and customer interactions carried out via the https://unitybridge.in/ platform.

3. Definitions

Money Laundering: The act of hiding the source of illegally gained money.
Terrorist Financing: Supplying funds to finance terrorist operations from internal or external sources.
Politically Exposed Persons (PEPs): Individuals who occupy major public offices.

4. AML Objectives

The main objective of this policy is to prevent the use of Unitybridge Services Pvt Ltd services for money laundering and terrorist financing. We aim to detect and report suspicious activities that are conducted through our platform and are not compliant with the Prevention of Money Laundering Act (PMLA), 2002. Our company ensures that every transaction done through our website is compliant with legal and regulatory requirements. We provide regular training to all our employees to recognize and respond to AML risks.

5. Customer Due Diligence (CDD)/ Know Your Customer (KYC)

To provide transparency and guard the platform against illicit activities, we adhere to rigorous CDD processes for all customers and sellers.

The major activities are:

Identity Verification: Obtaining official government-issued identity proofs (Aadhaar, PAN, Passport) and address proofs at customer registration, seller onboarding, and high-value transactions.
Risk-Based Customer Classification: Classifying customers and sellers as low, medium, and high risk based on transaction behavior, geographic location, and nature of business.
Increased Due Diligence (EDD): Additional verification, source of funds declaration, and periodic monitoring will be conducted for high-risk entities.
Continuous Due Diligence: Periodic review and updating of customer and seller data to maintain records as current and accurate.
CDD ensures the identity of buyers and sellers is established before a financial transaction can be allowed.

6. Appointment of a Principal Officer

A committed Principal Officer is appointed to manage AML-related business and compliance obligations:

Formulating and putting into practice AML policies and procedures.
Monitoring of high-value and suspicious transactions.
Review and report patterns suggestive of money laundering or suspicious activity.
Filing Suspicious Transaction Reports and other regulatory reports.
Serving as a single point of contact for every AML compliance matter, law enforcement, and regulatory institutions.

7. Record Keeping

Unitybridge Services Pvt Ltd keeps records of all transactions that can help in the detection, prevention, and investigation of financial crimes, including:

Keeping KYC information, identification documents, and CDD/EDD reports for at least 5 years after the business relationship has terminated.
Records of all purchase and sale transactions, including amount, parties involved, date/time, and payment method.
Keeping records of transactions that have been reported as suspicious, including the nature of suspicion, reporting dates, and internal actions.

8. Suspicious Transaction Monitoring and Reporting

We continuously track, monitor, and report any suspicious transactions on our website with:

Real-time transaction monitoring
Behavioral analysis of transaction behavior deviates from their declared business profiles. Or historical behavior.
Reporting Suspicious Transaction Reports (STRs) for any detected suspicious transactions.

9. Employee Training & Awareness

Unitybridge Services Pvt Ltd keeps up with training related to educating its representatives and employees regarding their responsibilities and duties in order to prevent money laundering and terrorism financing, including:

Compulsory AML Training Programs
Practical Workshops
Policy Updates
Whistleblower Protection

10. Internal Controls and Audits

We implement internal controls to prevent and detect AML risks, including periodic audits to evaluate the effectiveness of the AML program.

11. Non-Compliance and Disciplinary Actions

Failure to comply with this policy may result in disciplinary action, including termination of employment, legal action, and regulatory penalties to all related parties.

12. Policy Review and Updates

This policy will be reviewed annually or as needed to reflect changes in laws, regulations, or business activities.

📩 Grievance Redressal Policy

Unitybridge Services Pvt Ltd deeply values its customers and is committed to providing the ultimate shopping experience to all our users, whether it is for sellers or buyers. To provide a seamless shopping experience, every business needs transparency in its grievance policies. We believe that trust between us and our customers can be established only when we remain transparent and accountable for every issue faced by our customers and stand with them until the matter is fully resolved. This Grievance Redressal Policy outlines how we handle and resolve complaints, concerns, or feedback fairly, in a timely manner, and efficiently. Unitybridge Services Pvt Ltd is dedicated to:

Addressing grievances promptly and fairly
Ensuring complete transparency during the redressal process
Improving services based on customer feedback
Complying with all applicable consumer rights laws and regulations

1. Scope of Grievance Redressal

Any user, registered or guest, can raise their concerns as per our grievance redressal policy related to:

Any delays related to order delivery, dispatch, etc.
Any issue related to defective products, damaged products, or wrong items received
Payment failures or refunds as per the Refund & Return policies.
Account access or privacy concerns
Any other dissatisfaction with our service or website

2 How to Raise a Complaint

You can file your grievance through any of the following methods:

A. Email Support:Send an email to: help@unitybridge.in, Include your Order ID, registered email/phone number, and a brief description of the issue.
B. Customer Care Helpline:Call us at: +91 9831641746, Operating hours: Monday to Saturday, 10:00 AM to 6:00 PM
C. Online Contact Form:Visit our Contact Us page and fill out the grievance form with relevant details.

3. Grievance Resolution Timelines

All grievances received on our website have a set timeline for resolution. The timeline is as under:

Order/Delivery/Product Issues- will be resolved within 3–5 business days
Payment/Refund related Issues- will be resolved within 5–7 business days
Account/Security/Privacy related Issues- will be resolved within 7–10 business days

*Note: In case of any delay due to any given circumstance, we will inform you with a valid reason and updated timeline on your registered email ID or phone number.

4. Grievance Officer Details

In accordance with the IT Act 2000 and the Consumer Protection (E-Commerce) Rules, 2020:

Name: [Grievance Officer Name]
Designation: Grievance Officer
Email: help@unitybridge.in
Phone: +91 9831641746
Address: Globsyn Crystals, Xi, Plot No- 11, 12, Block-Ep, Bidhan Nagar Ck Market, North 24 Parganas, Saltlake, West Bengal- 700091
Working Hours: Monday to Friday, 10:00 AM – 6:00 PM

5. Feedback & Escalations

If your concern is not addressed to your satisfaction, you may escalate it to our Grievance Officer. We make sure each concern is treated with the highest care and seriousness. We urge our customers to speak out! Your feedback allows us to improve and better serve you. Thank you for selecting Unitybridge Services Pvt Ltd.

🧩 Issue Resolution Hierarchy

Customer satisfaction is the very essence of what we do at Unitybridge Services Pvt Ltd. To resolve any grievances or complaints, we have a well-defined hierarchy. We have a well-defined structure and levels of issue resolution to keep the process smooth and efficient. The formal process allows each issue to be dealt with at the appropriate level and resolved promptly and impartially.

1. How It Works

The issue resolution hierarchy has multiple levels in place. Each level is handled by a suitable team with expertise in dealing with all kinds of issues, whether it is related to vendors, buyers, products, refunds, etc. When any user raises a concern, it goes through the following levels. Customer support teams at every level ensure that all issues are handled empathetically.

2. Level 1: Customer Support Team

Who handles it: First-line support executives
How to reach:

Email: help@unitybridge.in
Phone: +91 9831641746
Resolution Time: Within 24–48 business hours

Typical Issues Resolved by Level 1- First line of support executives:

Order tracking and status
Delivery delays
Payment confirmations
Product returns & refunds
Minor website issues

3. Level 2: Senior Support Executive / Team Lead

Escalation Point: If the issue is not resolved/cannot be resolved at Level 1, or the response from the support executives is unsatisfactory.

How to escalate to level 2- Senior support executive

Request escalation through email or chat
Provide the reference number of the previous complaint
Resolution Time: Within 2–4 business days

Typical issues resolved by level 2 senior support executives:

Repeated service failures at the first level of support.
Refund or replacement delays
Product replacement issues even after adhering to the return & refund policies.
Complex order errors that cannot be resolved at level 1.

4. Level 3: Grievance Officer / Compliance Team

Escalation Point: If not resolved at Level 2 or requires legal/consumer protection attention, the issue is escalated to Level 3.

How to escalate to level 3- Grievance officer

Email the issue to help@unitybridge.in
Mention the complete issue history and previous ticket IDs
Resolution Time: Within 5–7 business days

Grievance Officer Details:

Name: Level 3 Grievance Officer
Email: help@unitybridge.in
Phone: +91 9831641746
Officeing Hours: Monday to Friday, 10:00 AM – 6:00 PM

5. Level 4 Operations/Customer Experience Head

The Level 4- operations head is responsible for overseeing all complaint resolution processes. If the complaint is still not resolved, users can:

Escalated cases not resolved at Level 3.
The operations head oversees the overall efficiency of the complaint resolution process and reviews all complaints that remain unresolved at the first 3 levels.
Makes high-level decisions related to compensation, policy changes, or disciplinary actions.
Email ID - help@unitybridge.in

6. Final Level - Exceptional Cases CEO / Director

If all 4 level officers fail to address and resolve grievances, these exceptionally critical or high-value complaints affect the company's reputation or legal standing. These critical cases are escalated to the highest level- to the CEO of the company. Our Director/CEO is the final authority on dispute resolution, strategic response, or public handling of major incidents.

7. Important Guidelines for Filing Grievances at Unitybridge Services Pvt Ltd

Always provide your Order ID and registered contact details when reporting an issue.
Facilitate clear communication to enable faster resolution.
Maintain ticket numbers for reference purposes in escalations.
We intend to address all issues within the time frame specified at every level.

Your satisfaction is our priority at Unitybridge Services Pvt Ltd. We value each issue. Our formal Issue Resolution Hierarchy makes sure that no issue is ignored. Each vendor and customer are equally important to us as the other, and we attempt to ensure that each of them leaves satisfied with a solution.

📝 Complaint Dealing Policy

1. How to File a Complaint

All users and vendors can file complaints through:

Customer support chat is available on our website.
Users can email to file a complaint at help@unitybridge.in
Users can file a complaint by calling the phone: +91 9831641746

2. Complaint Categories

Users can file complaints on our platform related to

Service Quality Issues Complaints: If a User is dissatisfied with the service provided, they can file a complaint with us.
Vendor Misconduct complaints:If a Vendor behaves inappropriately or does not show up.
Payment & Refund Issues: If any seller refuses to settle returns or refunds even after fulfilling the requirements as per the return & refund policies.
Technical Issues: If customers are facing any issues due to technical issues on our platform.

3. Complaint Resolution Process

A typical complaint resolution process includes the following steps-

Step 1:After filing any complaint, the user gets an acknowledgment within 24 hours of complaint submission.
Step 2:The next step involves an investigation of the complaint by our team.
Step 3:Resolution for any complaint is provided within 7-10 business days (may vary for complex cases).
Step 4:If the issue remains unresolved, Users may escalate the matter to higher authorities or relevant consumer forums.

4. Vendor Accountability

If multiple complaints are received against a Vendor, we may:

Issue warnings to the specific vendor and try to make them resolve the issue.
Suspend or remove the Vendor from the Platform if they fail to adhere to our rules and regulations.
Impose penalties if necessary if they fail to take the necessary action.

♻️ E-Waste Management Policy

At Unitybridge Services Pvt Ltd, we believe in safeguarding the environment and encouraging sustainable practices through responsible E-Waste Management. We realize the harm that can be caused to the environment and human health by improperly disposing of electronic waste, and we are committed to ensuring that end-of-life electronics are disposed of safely, legally, and responsibly.

1. What Is E-Waste?

E-waste refers to all electrical and electronic equipment that is no longer usable and needs to be disposed of. These electronic devices contain many hazardous items. When not disposed of properly according to the E-waste policy, they contribute to environmental pollution and pose a serious threat to the environment and life. E-waste may contain materials like lead, mercury, cadmium, and brominated flame retardants. The most common E-waste includes:

Mobile phones, tablets, and laptops
Cables, chargers, and batteries
Small appliances like hair dryers, trimmers, kettles, etc.
Large appliances like TVs, refrigerators, washing machines, etc.

2. Unitybridge Services Pvt Ltd E-Waste Policy Commitments

Regulatory Compliance: We are fully compliant with the E-Waste (Management) Rules, 2016, and other relevant environmental legislation and standards.
Authorized Recycling: We collaborate with government-approved e-waste recyclers to gather and recycle e-waste in a safe and environmentally friendly way.
Customer Awareness & Support: We inform our customers about proper disposal and provide help in recycling or returning end-of-life electronics.
Take-Back Programs: We have product take-back or exchange schemes for the environmentally responsible disposal of used electronics when buying new ones.
Safe Handling & Transport: All e-waste is handled, transported, and processed in a secure manner that does not cause pollution or harm to human health.

3. How Can You Dispose of E-Waste Responsibly?

All our customers are requested to handle E-waste responsibly as per the E-waste Management Rules 2016. Here are some ways you can dispose of any E-waste:

Do not throw electronics into general household waste. They are full of hazardous materials and may cause serious harm to people handling the waste.
If you have an old product purchased from our website and would like to recycle it, please contact us.
We will help facilitate safe pickup or drop-off with our e-waste recycling partners.

4. Contact for E-Waste Collection- Unitybridge Services Pvt Ltd

If you have any queries regarding e-waste disposal or need help with returning an old product, please contact:

Customer Support:+91 9831641746
Email:help@unitybridge.in@gmail.com

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