Grievance Redressal Policy

At Padizone, managed by Padizon Fintech Private Limited, we are committed to providing a smooth, reliable, and fair shopping experience. In this policy, “we,” “our,” and “us” refer to Padizon Fintech Private Limited, while “you,” “your,” and “user” refer to our valued customers.

We prioritize fairness, transparency, and timely resolution of complaints. This policy outlines the procedure for handling grievances professionally, promptly, and in compliance with applicable laws.

Definition of a Grievance
A grievance refers to any complaint, concern, or dissatisfaction related to products or services purchased on our platform. Examples include:

• Defective products or quality-related issues
• Incorrect, delayed, or failed deliveries
• Payment failures or transaction issues
• Problems with returns, exchanges, or refunds
• Concerns about customer support services
• Requests for clarification on policies

Submitting a Grievance
To submit a grievance, follow these steps:

1. Access Help Centre/Contact Page: Visit the “Help Centre” or “Contact Us” section on our website or app.
2. Select Category: Choose the option that best describes your concern.
3. Provide Details: Enter your Order ID, describe the issue clearly, and attach any supporting documents or images.
4. Review & Submit: Our support team will review your submission and respond appropriately.

Escalation to the Grievance Officer
If your grievance remains unresolved or you are dissatisfied with the response:

• Escalate the issue to our Grievance Officer.
• The escalation process is conducted in accordance with the Information Technology Act, 2000, and other applicable laws.
• The Grievance Officer ensures fair and thorough handling of escalated complaints.

Grievance Resolution Process

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email.
• Tracking ID: A unique reference number is issued to monitor progress.
• Resolution Timeline: Complaints are resolved within 7 working days or as per legal requirements.
• Regular Updates: You will receive periodic updates regarding the status of your grievance through your registered contact details.

Closure of Grievance
A grievance is considered resolved if:

• A satisfactory resolution has been provided by support or the Grievance Officer.
• You do not respond within a reasonable timeframe after the resolution is communicated.
• A final decision has been communicated in line with our policies and legal obligations.

Contact Information
For any assistance, queries, or to file a grievance, please reach out at: info@padizone.com/ support@padizone.com.
We remain committed to addressing your concerns promptly, fairly, and transparently.