At Infibeam Avenues, we are committed to providing the highest quality of products/services and ensuring the satisfaction of our customers. We understand that there may be instances when customers have concerns, complaints, or grievances. This Customer Grievance Policy outlines the process and steps to address and resolve such issues in a fair and timely manner.

1. Purpose

The purpose of this policy is to establish a clear framework for addressing customer grievances, ensuring that they are heard, evaluated, and resolved promptly, and maintaining a high level of customer satisfaction.

2. Scope

This policy applies to all customers who have purchased or used products/services provided by Infibeam Avenues.

3. Grievance Channels

Customers can raise their grievances through the following channels:

• Customer Support: Customers can reach out to our dedicated customer support team via phone, email, or chat during business hours.

• Online Portal: We provide an online portal where customers can log in and submit their grievances along with relevant details.

• Physical Correspondence: Customers can also send written grievances by mail to our registered office.

4. Grievance Submission

Customers are required to provide accurate and comprehensive information about their grievances. This includes details such as order number, date of purchase, nature of the grievance, and any supporting documents.

5. Grievance Handling Process

Our grievance handling process involves the following steps:

• Step 1: Acknowledgment

  Upon receiving a grievance, we will send an acknowledgment to the customer within 3 business days, confirming that their grievance has been received and is being reviewed.

• Step 2: Evaluation and Investigation

  Our team will thoroughly evaluate and investigate the grievance, considering all relevant information and documentation.

• Step 3: Resolution

  We will work to resolve the grievance as quickly as possible. If the grievance requires more time for investigation, we will provide the customer with regular updates on the progress.

• Step 4: Communication

  Once a resolution has been reached, we will communicate the outcome to the customer, explaining the steps taken and any actions that will be implemented.

6. Escalation

If a customer is not satisfied with the resolution provided, they can escalate the matter to a higher authority within the company, who will conduct an independent review of the grievance.

7. Documentation

We will maintain records of all grievances received, including details of the grievance, actions taken, and resolutions provided. These records will be kept confidential and secure.

8. Continuous Improvement

We value customer feedback and use the insights gained from grievances to continuously improve our products, services, and customer experience.

9. Non-Retaliation

Customers raising grievances are protected from any form of retaliation or negative consequences as a result of their complaint.

10. Contact Information

For submitting grievances or seeking clarification about this policy, customers can contact us at:

Physical Correspondence: 28th Floor, GIFT Two Building, Block No. 56, Road – 5C, Zone – 5, GIFT CITY, Gandhinagar, Taluka & District – Gandhinagar – 382 355 Gujarat, India

Phone: +91 79 6777 2200/01/02/03/04, +91 79 6777 2205

Email: [email protected]

11. Policy Review

This Customer Grievance Policy will be reviewed periodically to ensure its effectiveness and relevance. Any updates will be communicated to customers through our official channels.