Customer Grievance Policy
Customer Grievance Policy
This policy shall come into effect from March 20, 2024
- This grievance redressal policy (the “Policy”) sets out NeoDash Technologies Pvt. Ltd.’s (the “Company” or “NeoDash” or “We” or “Us”) policy towards redressing grievances raised by consumers purchasing goods and services from the Company’s website (“Consumer” or “You”) from time to time.
- Details of the Company
The details of the Company responsible for the Website and the contact information are provided below. You may contact Us through the below mentioned contact details and We will be glad to assist You.
a) Legal Entity Name: NeoDash Technologies Pvt. Ltd.
b) Registered Office: No. 13/14, 2 nd Cross, 7 th Phase, JP Nagar, Navodaya Nagar, Bangalore, 560078
d) Name of the website: www.neodash.in (“Website”)
e) Details of the website: E-Commerce Website - Purpose of the Policy
3.1 The Policy aims to address any Consumer complaints or issues through a well-defined and proper mechanism to ensure maximum consumer satisfaction.
3.2 The Policy functions on attempting to ensure that the Consumers would be treated fairly at all times, and the Company would undertake its best efforts to deal with any Consumer grievance promptly, efficiently and with courtesy.
3.3 This policy is applicable to following instances:
a) This policy is applicable to those instances
b) where the products are outside the warranty period
c) where an order has not been delivered
d) where a service request has not been attended to
e) This policy covers instances where the Company has sold a product and the performance is not as per the prescribed standards and the product is within the warranty period and the Customer feels aggrieved about the same
f) This policy covers instances where the Company has sold a product and the performance is not as per the prescribed standards and the product is within the warranty period and the Customer feels aggrieved about the same.
g) This policy covers instances where the Company has sold a product and the performance is not as per the prescribed standards and the product is outside the warranty period and the Customer feels aggrieved about the same.
h) This policy covers instances where the customer has placed an order for a product and the same has not been delivered by the Company in spite of the Customer having fulfilled all formalities/requirements as mandated by the Company.
i) This policy covers instances where the customer has placed a request for service and the same has not been attended to for more than 48 hours.
3.4 This policy also covers all other grievances outside the regular contracting process/cycle however will not include instances where the Customer has not followed the protocol as specified by the Company. - Grievance Redressal Mechanism
4.1 At NeoDash, customer centricity is our top most priority and hence we believe in providing the best experience to all our Consumers. We look forward to any feedback which will help us improve further. You may contact us through our Contact Us page by clicking here https://neodash.in/contact-us/ or our check out this page at https://neodash.in/faq/ which aims at providing solutions to all frequently asked questions.
4.2 For the purpose of this Policy, “grievance” or “complaint” includes any communication from the Consumer that expresses dissatisfaction in respect of the products or services offered through the Website and which seeks a remedial action, but does not include the following:
a) complaints that are incomplete or not specific in nature;
b) communications in the nature of offering suggestions; or
c) communications seeking guidance or explanation.
4.3 NeoDash shall address any complaints and grievances of the Consumers with respect to any goods or services provided over the Website in a time-bound manner. For this purpose, NeoDash has designated a grievance officer (“Grievance Officer”). The company sales head is designated as the grievance officer. The Grievance Officer shall be responsible for Consumer grievance redressal in accordance with the grievance redressal mechanism provided in this Policy. You can contact the Grievance Officer through the below mentioned contact details.
Customer Support
b) Email: cs@neodash.in
c) Phone: +91 9535080135
d) Address: NeoDash Technologies Pvt Ltd, No. 13/14, 2nd Cross, 7th phase, JP Nagar, Navodaya Nagar, Bangalore, Karnataka 560078
4.4 The preferred method for submitting a Customer grievance is through an email or a letter being sent to the above mentioned address
4.5 The aggrieved party on having become aware of the grievance must log-in/submit the same within 10 days of the facts being known which has given rise to the said grievance.
4.6 The Grievance officer will contact the aggrieved person in writing (including via e-mail) within seven business days after receipt of the grievance with the following an overview of the grievance process a request for additional information (if applicable) an initial timeline for review and resolution of the grievance
4.7 The Grievance Officer will undertake best endeavors to redress the grievances of the customer expeditiously but in any case, grievances will be addressed within 1 (one) month from the date of receipt of the grievance.
4.8 The Company’s Grievance officer will be responsible for reviewing all appropriate records related to the grievance, such as order placed, issues raised in the earlier stages if any and any other applicable documentation related to the grievance. In addition to reviewing the data, the Company’s Grievance officer will be responsible for interviewing internal personnel as appropriate.
4.9 A grievance will be considered as disposed-off and closed in any of the following instances, namely:
a) where the complainant has communicated its acceptance of the response of the Grievance Officer / any other person associated with the Company; or
b) In case the aggrieved party fails to submit the grievance by the deadline specified in the policy and/or other minimum requirements essential to investigate a grievance such cases shall be ignored and shall not be subject to review
c) As a policy the grievance officer shall send 3 written reminders to the aggrieved party for submission of data/information essential for conducting the said investigation and if in spite of the above the aggrieved party does not cooperate and the said relevant information has not been received within 10 days from the last written reminder sent to them.
4.10 The Company shall provide a written response to the aggrieved party within 30 days of receipt of the original grievance indicating disposition of the matter, unless such time period has been extended in order to obtain feedback not readily available. However, in any case the Company shall dispose of the matter within 90 days of the receipt of the original grievance.
4.11 In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our Nodal Officer (details specified below). We will respond within 7 (seven) business days from the date of receipt of your email.
4.12 In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a resident nodal person (“Nodal Person”) who shall be responsible for ensuring compliance with the provisions of the Consumer Protection Act, 2019 and the rules made thereunder. You can contact the Nodal Officer through the below mentioned contact details in case of any escalation of complaints.
a) Name: Saroj Jadhav
b) Email: saroj@neodash.in
4.13 Pursuant to the grievance being heard the decisions which shall be taken by the Company could be one of the following:
a) Uphold the decision of the Grievance Officer
b) Replace the product under grievance
c) Repair the product free of cost within or without the guarantee period
