Grievance Cell

The Grievance Resolution and Refund Policy established by https://www.importexportindia.org is dedicated to providing exceptional customer support and ensuring users are connected to the right import-export compliance experts. We are committed to offering quality services to our clients, while acknowledging that unforeseen issues may occasionally arise, requiring grievances or complaints to be addressed.

To resolve such issues promptly and fairly, we have implemented a comprehensive grievance redressal mechanism. This framework ensures users can register their complaints conveniently and receive timely resolutions. Our mission is to reduce complaints through effective service delivery and a responsive review process. Where resolution is not feasible, we are committed to initiating refunds as appropriate.

Our Grievance Resolution and Refund Policy aligns with Rule 5(9) of the IT Rules, 2011 and adheres to the following principles:

Fair Treatment: Every user is treated with dignity and impartiality throughout the grievance process.

Informed Options: Users are provided clear information about how to escalate issues within our organization and their rights to pursue alternate redressal remedies.

Refund Policy: If a resolution is not possible, user payments will be refunded promptly, in accordance with our refund terms.

We distinguish between complaints and queries as follows:

Complaints: Expressions of dissatisfaction concerning our services or the complaints-handling process, where users expect resolution or redressal. Complaints may be shared verbally or in writing.

Queries: Requests for information, clarifications, or general guidance that do not require formal redressal but deserve timely responses.

We reaffirm our commitment to delivering high-quality support. To raise a grievance, users may contact our Grievance Officer at info@importexportindia.org. Our team will respond promptly and provide regular updates on complaint status.

Upon receiving a grievance, an acknowledgment will be issued within three working days, including a reference number, date of receipt, and expected resolution timeline. We strive to close complaints within 30 days of receipt.

A complaint is considered closed when:

We have resolved the user’s request in full.

The user accepts our resolution in writing or via email.

No response is received from the user within 8 weeks of our final reply.

The Grievance Officer certifies that all obligations have been met as per policy and applicable laws.

To ensure public awareness, our grievance redressal process is published on the website and made available through other channels.

We maintain grievance records for at least one year following resolution.

This policy is reviewed regularly based on internal process updates, regulatory changes, user feedback, or audit observations. Updates are reflected promptly to maintain legal and procedural accuracy.