Grievance Redressal

Commitment to Customer Satisfaction

We are committed to addressing your concerns promptly and fairly. This page outlines the process for filing and resolving grievances related to Salary Hike OS. We comply with the Information Technology Act, 2000, and the rules and standards set by the Government of India regarding grievance redressal.

What Counts as a Grievance

A grievance is any complaint or concern about:

• Quality or contents of Salary Hike OS
• Delivery or access issues
• Payment and billing disputes
• Privacy or data handling concerns
• Technical problems with the product or website
• Our customer service or responses
• Any violation of our policies or Indian law

Step 1: File Your Grievance

To file a grievance, email [to be added] with:

• Your full name
• Your email address (used for purchase)
• Your Razorpay Order ID (if applicable)
• A detailed description of your complaint
• Any supporting documents or screenshots
• The resolution you are seeking

Subject line: Use "Grievance: [Brief description]" to help us prioritize your email.

Step 2: Acknowledgment

Your grievance will be acknowledged within 48 hours of receipt. The acknowledgment will include:

• A confirmation that we received your grievance
• A unique grievance reference number
• The name of the officer handling your case
• The expected timeline for resolution

Please save the grievance reference number for tracking purposes.

Step 3: Investigation and Resolution

Our Grievance Redressal Officer will investigate your complaint and work toward a fair resolution. During this time, we may:

• Request additional information from you
• Review our records and policies
• Consult with relevant departments
• Offer remedies or solutions

Your grievance will be fully resolved within 30 days of acknowledgment.

Step 4: Final Response

You will receive a final response that includes:

• A detailed explanation of the investigation and findings
• Our decision and the reasoning behind it
• The remedy offered (refund, replacement, etc.)
• Information about your right to escalate further if unsatisfied

Grievance Redressal Officer

All grievances are handled by our Grievance Redressal Officer:

• Name: [to be added]
• Email: [to be added]
• Response time: Within 48 hours of receiving your grievance

If you do not receive acknowledgment within 48 hours, follow up with a reminder email.

Escalation

If you are not satisfied with the resolution, you may escalate your grievance by:

• Requesting a review by emailing [to be added] with your grievance reference number and the reasons for dissatisfaction
• Filing a complaint with the consumer protection authority in your state
• Pursuing legal action as permitted under Indian law

Timeline Summary

• Acknowledgment: Within 48 hours
• Full resolution: Within 30 days
• Escalation review: Within 7 days of escalation request

Your Rights

Under Indian consumer protection law, you have the right to:

• File a complaint with us at no cost
• Receive a fair and timely investigation
• Appeal to the consumer protection authority
• Seek compensation for damages as permitted by law
• Remain anonymous if you choose (though this may slow resolution)

Consumer Protection Authority

If you feel your grievance is not resolved satisfactorily, you may file a complaint with the consumer protection authority in your jurisdiction. These authorities operate under the Consumer Protection Act, 2019.

Confidentiality

All information you provide during the grievance process will be treated as confidential. We will not share your details with third parties except as required by law.

No Retaliation

We will not penalize or take any adverse action against you for filing a legitimate grievance. We welcome feedback as it helps us improve.

Questions?

If you have questions about this grievance redressal process, contact us at [to be added].