GRIEVANCE REDRESSAL POLICY  

What is a Grievance?  

A grievance is any concern or dissatisfaction arising from a product or service purchased through our platform for which the customer seeks resolution. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment discrepancies, challenges 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. Access the Help Centre or Contact Page    
   Visit the "Help Centre" or "Contact Us" section on our website or mobile app.    
    
2. Select Your Issue    
   Choose the relevant category or topic that best describes your concern.    
    
3. Submit Your Query    
   Provide all necessary details, including your order ID, a description of the issue, and any supporting documents or images.  

Once your query is submitted, our support team will review it and respond promptly.    

Escalation to Grievance Officer  

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the issue to our designated Grievance Officer in accordance with the Information Technology Act, 2000, and other applicable laws.  

To ensure accountability and compliance, Petalpalette has appointed a dedicated Grievance Redressal Officer. This officer oversees the complaint resolution process, ensures fairness, and handles unresolved or escalated matters. You can contact the Grievance Officer via email at cactusitservicespvtltd@gmail.com / cactusitauthorize@gmail.com.    

Grievance Handling Process  

Acknowledgment: We will confirm receipt of your grievance within 48 hours via email.  

Unique Ticket/Reference ID: A distinct grievance ID will be generated and shared with you to track the status of your complaint.  

Resolution Timeline: Our team, in coordination with the Grievance Officer, will make every effort to resolve your grievance promptly, typically within 7 working days, or as required under applicable laws.  

Updates & Communication: You will receive regular updates on the progress of your grievance through your registered communication channel.     

Closure of Grievance  

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

• When you have received a satisfactory resolution from our support team or Grievance Officer.    
   
• When you fail to respond to our communications within a reasonable timeframe after a resolution has been proposed.    
   
• When a final resolution has been communicated to you in accordance with our policies and applicable law.    

Contact Us  

For any additional questions or to file a grievance, please reach out to us at cactusitservicespvtltd@gmail.com / cactusitauthorize@gmail.com.