At Petalpieces, managed by Grover Infomatic Private Limited, we are committed to delivering a fair, transparent, and dependable shopping experience. In this policy, “we,” “our,” and “us” refer to Grover Infomatic Private Limited, while “you,” “your,” and “user” refer to our valued customers. We prioritize prompt, professional, and legally compliant handling of all grievances.    

Definition of Grievance    
A grievance includes any complaint, concern, or dissatisfaction regarding products or services purchased on our platform. Common examples include:  

• Defective or quality-related issues with products.  
• Incorrect, delayed, or failed deliveries.  
• Payment failures or transaction problems.  
• Difficulties with returns, exchanges, or refunds.  
• Concerns related to customer support services.  
• Requests for clarification about policies.    
   

Submitting a Grievance    
To file a grievance, follow these steps:  

• Access Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on our website or app.  
• Select Category: Choose the category that best matches your issue.  
• Provide Details: Enter your Order ID, describe the problem clearly, and attach supporting documents or images.  
• Review & Submit: Our support team will review your submission and respond accordingly.    
   

Escalation to Grievance Officer    
If your concern remains unresolved or you are dissatisfied with the response:  

• Escalate the grievance to our Grievance Officer.  
• The escalation process follows the Information Technology Act, 2000, and other applicable laws.  
• The Grievance Officer ensures fair and thorough handling of escalated complaints.  
• Contact: groverinfomaticprivatelimited@gmail.com.    
   

Grievance Resolution Process  

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email.  
• Tracking ID: A unique reference number is assigned to monitor progress.  
• Resolution Timeline: Complaints are resolved within 7 working days or as required by law.  
• Regular Updates: You will be periodically informed about your grievance status via registered contact details.    
   

Closure of Grievance    
A grievance is considered resolved if:  

• A satisfactory resolution has been provided by support or the Grievance Officer.  
• No response is received from you within a reasonable period after resolution communication.  
• A final decision has been issued in line with our policies and legal obligations.    
   

Contact Information    
For assistance, queries, or to submit a grievance, please contact us at: groverinfomaticprivatelimited@gmail.com. We remain committed to addressing your concerns promptly, fairly, and transparently.