1. Intent of the Policy

In the present scenario excellence in customer service is the most important tool for sustained business growth. At LICENCEWALA.COM we truly believe in providing best in class services to our customers. We aim to understand both our strengths and dissatisfies from our customer's point of view and work across our business units to meet their needs.
This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances and refund in cases not fit for redressal. Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.
LICENCEWALA.COM policy on grievance redressal and refund follows the under noted principles: Customers must always be treated fairly Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy. In cases where redressal is not possible, refund of the amount paid by the customer at the earliest The policy document is available on the LICENCEWALA.COM website i.e. LICENCEWALA.COM takes pride to address all complaints/concerns brought to our attention by our customers and also understand the importance to understand, classify & differentiate complaints from queries. The policy clearly defines the two.

2. Complaint

A complaint may be defined as "An expression of dissatisfaction made to an organization, related to its products and services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected” A complaint may be expressed in person, over the telephone or in writing.

3. Query

A query can be defined as a question, often expressing doubt about something or looking for an answer from an authority. A query is:
A form of questioning, in a line of enquiry In nature of a request for information or guidance Where there is an expectation from the customer – for data / clarification. At LICENCEWALA.COM, we would like to assure you of the best of our services at all times.

4. Acknowledgements

An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. Acknowledgement shall contain Date of receipt of complaint/grievance, Unique Grievance Number, expected date for resolution of grievance, Name, Designation and Contact details of Office, manner and mode of tracking resolution of grievance/complaint with the Unique Grievance Number. The resolution time shall not exceed 30 days from the date of the receipt of the complaint from the complainant.

5. Closure Of Grievance:

A complaint shall be considered as disposed of and closed when
(a) the company has acceded to the request of the complainant fully.
(b) where the complainant has indicated in writing, acceptance of the response of the Company
(c) where the complainant has not responded to the Company within 8 weeks of the company’s written response.
(d) Where the Grievance Redressal Officer has certified that the Company has discharged its contractual, statutory and regulatory obligations and therefore closes the complaint.


6. Storage and Transfer of Data

a. Your Personal Data and files are stored on LICENCEWALA.COM servers and the servers of companies we hire to provide services to us. We have servers located in India, however your personal information may be transferred across national borders as the companies we hire to help us run our business may be located in different countries around the world. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your information transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

7.Public Awareness On Grievance Redressal Procedure
Company shall publicize its grievance redressal procedure on its website and through other mediums.

8. Record Keeping
The record of complaints is maintained for a minimum period of 1 years from the date of resolution.

9. Review Of Policy
These reviews shall consider the following:
1. Internal factors such as changes in organisational structure or products and services offered
2. External factors such as changes in legislation or technological innovation
3. The results of audit, if any conducted during the year by internal / external auditors.




Standard Operating Procedure