Grievance Redressal Policy

At Novelsnookz , we are committed to providing a dependable and trustworthy book-shopping experience for our customers. We believe in fair treatment and transparent handling of all customer concerns. Our Grievance Redressal Policy is designed to ensure that your issues are addressed promptly, professionally, and in accordance with applicable laws.

What is a Grievance?

A grievance refers to any concern or dissatisfaction arising from a book, product, or service purchased through our platform for which the customer is seeking a resolution. This may include, but is not limited to, concerns related to book quality or defects, incorrect or delayed deliveries, payment-related issues, problems with returns, refunds, or exchanges, dissatisfaction with customer service, and questions regarding our policies.

How to Raise a Grievance

If you have a concern, we encourage you to contact us through our support channels. The process is as follows:

1. Visit our Help Centre or Contact Us Page

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

2. Select Your Issue

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

3. Submit Your Query

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

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

Escalation to Grievance Officer

If your concern remains unresolved or you are not satisfied with the solution provided by our customer care team, you may escalate the matter to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable laws.

To maintain accountability and comply with legal requirements, Novelsnookz  has appointed a dedicated Grievance Redressal Officer. The officer is responsible for supervising the complaint resolution process, ensuring fair handling, and addressing unresolved or escalated concerns. You may contact the Grievance Officer via email at Vortegratechnologyprivatelimit@gmail.com.

Grievance Handling Process

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours through email.

• Unique Ticket/Reference ID: A unique grievance ID will be created and shared with you so that you can track the status of your complaint.

• Resolution Timeline: Our team, together with the Grievance Officer, will make every effort to resolve your grievance as soon as possible, generally within 7 working days, or as required under applicable laws.

• Updates & Communication: You will receive regular updates regarding the progress of your grievance through your registered communication method.

Closure of Grievance

Your grievance will be considered closed and resolved under the following circumstances:

• When you receive a satisfactory resolution from our support team or Grievance Officer.

• When you do not respond to our communications within a reasonable period after a resolution has been offered.

• When a final resolution has been communicated in accordance with our policies and applicable law.

Contact Us

For any further queries or to raise a grievance, please contact us at Vortegratechnologyprivatelimit@gmail.com.

Note

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