Customer Grievance Redressal Policy

 This Customer Grievance Redressal Policy formulated by RAGU SALES AND DISTRIBUTION PRIVATE LIMITED aims at ensuring easy accessibility of the complaint facility by customers, and effective and timely redressal of customer complaints / grievances. 

1. Escalation Matrix

1.1 Level 1 Escalation: Customer Support Team

a. Customers are encouraged to provide complete details of their grievance, along with any relevant documents, through any of the methods outlined in Section 5 of this policy. Should a customer encounter difficulties in lodging a complaint, the Company shall provide guidance and support.

b. Upon submission of a complaint, the customer shall receive an acknowledgment and a customer reference number via email within 24 hours of receipt.

c. The Company shall issue its initial response and/or acknowledgment towards resolution within 2 working days of receiving the complaint. This response may include a resolution or an indication that further time is required for examination. The maximum timeframe for resolving a complaint at this level is 10 business days from the date of lodging the complaint.

d. Resolution of your complaint may get delayed due to operational or technical reasons. In such a scenario, you will be proactively informed of the timelines during which your complaint will be addressed

e. If the complaint remains unresolved or the customer is dissatisfied with the resolution provided, the customer may escalate the matter as described in the subsequent sections.

1.2 Level 2 Escalation: Assistant Nodal Officer

a. In the event a customer does not receive a satisfactory response within 10 business days of lodging their complaint at Level 1, they may escalate the matter to the Assistant Nodal Officer of the Company. The contact details for the Assistant Nodal Officer are as follows:

Address: Shop No 2, Gopal Market, Raika Bag, Phalodi, Jodhpur, Jodhpur,Rajasthan, India, 342301

Email :   ragu@yellowspires.com

b. The Asst .Nodal Officer shall issue their final response to the customer within 20 business days of complaining about Level 2. This response may include either the resolution or an intimation that the Company requires additional time to examine the complaint, along with a clear explanation for seeking such an extension.

Note: The customers can raise a complaint along with the payment ID or the transaction reference number so that our team can track the transaction and provide the possible resolution from our end as early as possible within the given TAT.

2. Modes of complaint registration 

Customers may submit queries or complaints to YELLOWSPIRE TECH PRIVATE LIMITED through the following modes, other than the portal/support channels: 

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Via Post / Courier

Written complaints may be sent to the following address:

The Nodal Officer

Customer Grievance Redressal and Dispute Management RAGU SALES AND DISTRIBUTION PRIVATE LIMITED 

Address: Shop No 2, Gopal Market, Raika Bag, Phalodi, Jodhpur, Jodhpur,Rajasthan, India, 342301

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Via On-Premise Paper Form: 

Customers may visit the RAGU SALES AND DISTRIBUTION PRIVATE LIMITED  office and complete a paper-based form available on-site at the following address:

RAGU SALES AND DISTRIBUTION PRIVATE LIMITED

Address: Shop No 2, Gopal Market, Raika Bag, Phalodi, Jodhpur, Jodhpur,Rajasthan, India, 342301