Loyalty / Rewards Policy

23) Loyalty / Rewards Policy

Rules for loyalty, cashback, credits, referral rewards, campaigns, expiry, abuse and reversals.

1. Scope and applicability
Legal entity	Trishara Ventures LLP operates Koovira as a multi-module digital platform.
Effective date	05/06/2026. Last reviewed: 05/06/2026.
Users covered	Visitors, registered users, merchants, service providers, partners, admins and any person using Koovira services.
Policy acceptance	Use of the platform, clicking accept, submitting content, creating listings, onboarding as merchant/partner, or completing payment confirms acceptance of applicable policies.

2. User obligations and prohibited conduct
Accuracy	Users must provide accurate identity, contact, listing, payment, KYC and transaction information.
Prohibited content	Users must not upload or share unlawful, harmful, obscene, sexually explicit, paedophilic, invasive of privacy, hateful, defamatory, fraudulent, misleading, infringing, spam, malware or otherwise illegal content.
No misuse	Users must not impersonate others, manipulate reviews, scrape data, bypass security, harvest personal data, abuse messaging, evade moderation or use Koovira for fraud.
Lawful use	Users are responsible for complying with applicable Indian laws, sector rules, tax, consumer, labour, real estate, transport, payment, advertising and safety obligations.
Reward eligibility	Rewards depend on campaign terms, account status, transaction success, anti-fraud checks and reversal rules.
Abuse	Fake referrals, self-dealing, duplicate accounts, chargeback abuse and automated reward manipulation are prohibited.

3. Platform controls and compliance handling
Moderation	Koovira may review, restrict, label, suspend, remove or preserve content/accounts when policy, safety, fraud, legal or technical risks are detected.
Security	Koovira uses access controls, audit logs, CSRF/session controls, rate limits, device/session monitoring and other reasonable security practices.
Records	Koovira may preserve logs, removed content, acceptance history, reports, transaction records and security events where required for investigations, disputes, fraud prevention or legal compliance.
Policy updates	Koovira may update policies with a new version and may require fresh acceptance for material changes.

4. Data, records, complaints and legal requests
Grievance officer	Complaints may be raised through the public Grievance Officer page or in-app report flows. Officer details are managed by Koovira admin settings.
Timelines	Koovira aims to acknowledge grievances within the configured SLA and resolve them within the applicable legal/platform timeline, subject to complexity and lawful process.
Legal requests	Koovira may act on valid court, government, law-enforcement, CERT-In or authorised agency requests in accordance with applicable law.
Privacy requests	Users may request access, correction, deletion, grievance redressal or withdrawal of optional consent, subject to identity verification and lawful retention requirements.

This policy is part of Koovira's India compliance framework under the Information Technology Act, 2000, IT Rules, 2021/2023, DPDP Act, 2023, CERT-In directions and applicable consumer/payment rules. It should be read with the Terms, Privacy Policy, Grievance Officer page and module-specific policies.

Updated 2026-07-29 to introduce the earned credit-point redemption cap.

Redemption and Expiry — credit-point cap per bill

Earned Koovira credit points (for example cashback, referral rewards, sign-up rewards and scratch-card wins) are valued 1:1 in rupees, but the amount of earned credit that can be redeemed on any single bill is capped. On each bill, earned credit points can cover at most the lower of 15% of the bill value or ₹25. The remaining balance of the bill is paid from real money in your Koovira wallet.

Real money you have topped up into your wallet is not capped and can be used in full. If your real wallet balance cannot cover the part of the bill that earned credit is not allowed to pay, the payment is declined and you are asked to top up. Earned credit can never exceed the per-bill cap to fill that gap.