Grievance Redressal Policy

The objective of this Policy is to:

• Provide a transparent framework for handling customer grievances.
• Ensure fair, efficient, and timely redressal of complaints.
• Comply with applicable laws governing e-commerce and consumer protection in India.

This Policy covers grievances relating to:

• Service quality, delays, or non-fulfillment of Delivery Requests.
• Payment disputes, refund issues, and COD settlements.
• Misbehavior, misconduct, or negligence by delivery personnel.
• Data privacy or misuse of personal information.
• Any other matter arising from the use of our Platform or Services.

In compliance with Rule 5(5) of the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed the following Grievance Officer. Full contact details are provided below.

• Submission: Grievances may be submitted via email, phone, or postal communication to the Grievance Officer.
• Acknowledgment: Every complaint will be acknowledged within 48 hours of receipt.
• Resolution: The Company shall endeavor to resolve all complaints within 30 days from the date of receipt.
• Escalation: If the grievance remains unresolved, Clients may escalate the matter to the appropriate Consumer Disputes Redressal Commission as per the Consumer Protection Act, 2019.

• All grievances, actions taken, and resolution status shall be documented and maintained for a minimum of 3 years.
• Data shall be stored in compliance with the Company's Privacy Policy and applicable data protection laws.

The Company may update this Policy from time to time to comply with legal requirements or to improve grievance-handling efficiency. The revised Policy shall be published on www.5sindia.in.