Grievance Redressal Policy

1. Purpose

This Grievance Redressal Policy explains how customers may raise complaints and how Techflu will address them.

2. Scope

This Policy applies to grievances related to:

• Website use, orders, KYC, payment and refunds.
• Security deposit, delivery and device condition.
• Billing, damage deductions and support tickets.
• Return or pickup.
• Privacy requests.
• B2B inquiries, where applicable.

3. Grievance Officer

Techflu has designated a Grievance Officer for customer complaints as required under applicable Indian law. Grievance Officer contact details will be updated on this page. For current contact details, email us at support@techflu.net.

4. How to Raise a Complaint

Customers may raise a complaint through:

• Website dashboard support ticket.
• Email to support@techflu.net.
• Phone support.
• Written communication to the registered address.

Customers should include their name, registered mobile/email, order ID, device details (if applicable), description of the issue, supporting documents/photos and preferred resolution.

5. Acknowledgement Timeline

Techflu will acknowledge receipt of the complaint within 48 hours, as far as operationally possible.

6. Resolution Timeline

Techflu will aim to resolve complaints within one month from the date of receipt. Complex matters involving payment gateway issues, fraud review, device inspection, legal review, third-party delay or customer non-cooperation may take longer.

7. Escalation

If the customer is not satisfied with the first response, the matter may be escalated through the following levels:

• Level 1: Customer Support
• Level 2: Operations / Admin Review
• Level 3: Grievance Officer
• Level 4: Management Review, where required

8. Deposit Deduction Disputes

If the grievance relates to deposit deduction, Techflu may review delivery condition photos, return condition photos, inspection report, technician estimate, accessory checklist, payment history and customer explanation.

9. Privacy Complaints

Privacy-related complaints, consent withdrawal requests or data access/correction requests will be handled as per the Privacy Policy and applicable data protection law.

10. Customer Cooperation

Customers must provide correct information and cooperate with Techflu's investigation. Delay in customer response may delay resolution.

11. No Waiver of Legal Rights

This Policy does not take away any rights available to customers under applicable law, including the right to approach a consumer forum or regulatory authority.