GRIEVANCE REDRESSAL POLICY

At Emprezsa, we are dedicated to providing a reliable and trustworthy shopping experience for all our customers. We prioritize fair treatment and transparent handling of consumer concerns. This Grievance Redressal Policy is designed to ensure that any issues you face are addressed promptly, professionally, and in accordance with applicable laws.

What is a Grievance?

A grievance is any concern or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks resolution. This may include, but is not limited to:

• Product quality issues or defects
   
• Incorrect or delayed deliveries
   
• Payment-related concerns
   
• Problems with returns, refunds, or exchanges
   
• Dissatisfaction with customer service
   
• Queries related to our policies

How to Raise a Grievance

If you encounter an issue, we encourage you to contact us through our support channels. The process is as follows:

1. Visit Help Centre or Contact Page

• Navigate to the "Help Centre" or "Contact Us" section on our website or app.

2. Select Your Issue

• Choose the relevant category or topic related to your concern.

3. Submit Your Query

• Provide all necessary information including order ID, description of the issue, and any supporting documents or images.

Once submitted, our support team will review your grievance and respond accordingly.

Escalation to Grievance Officer

If your concern remains unresolved or you are not satisfied with the response from our customer care team, you may escalate the matter to our designated Grievance Officer, as per the Information Technology Act, 2000, and other applicable laws.

• Emprezsa has appointed a dedicated Grievance Redressal Officer to oversee the complaint resolution process, ensure fairness, and address unresolved or escalated issues.
   
• You may contact the Grievance Officer via email at  codeacceleratetech@gmail.com.

Grievance Handling Process

Acknowledgement:

• We will acknowledge receipt of your grievance within 48 hours via email.
   

Unique Ticket/Reference ID:

• A unique grievance ID will be generated and shared with you to track your complaint.
   

Resolution Timeline:

• Our team, along with the Grievance Officer, will make every effort to resolve grievances as quickly as possible, usually within 7 working days, or as mandated by law.

Updates & Communication:

• You will receive regular updates on your grievance’s status through your registered communication method.

Closure of Grievance

A grievance will be considered resolved under the following circumstances:

• When you receive a satisfactory resolution from the support team or Grievance Officer.
   
• When there is no response from you within a reasonable period after a resolution is offered.
   
• When a final resolution is communicated in line with our policies and applicable laws.

Contact Us

For further assistance or to submit a grievance, please contact us at:  codeacceleratetech@gmail.com

Note

This policy may be updated periodically. For the latest version, please refer to our Terms of Use and Privacy Policy pages.