Grievance Redressal Policy  

At Pylorixs, managed by Peakbyte Innovations Private Limited, we are committed to delivering a smooth, fair, and reliable shopping experience. In this policy, “we,” “our,” and “us” refer to Peakbyte Innovations Private Limited, while “you,” “your,” and “user” refer to our valued customers. We prioritize transparency, fairness, and timely resolution of complaints. This document outlines how grievances are addressed professionally, promptly, and in accordance with applicable laws. 

Definition of a Grievance 

A grievance refers to any complaint, concern, or dissatisfaction regarding products or services on our platform. Examples include: 

• Defective products or quality issues 
• Incorrect, delayed, or failed deliveries 
• Payment failures or transaction issues 
• Problems with returns, exchanges, or refunds 
• Concerns regarding customer support services 
• Requests for clarification on policies 

Submitting a Grievance 

To raise a grievance, follow these steps: 

• Access Help Centre/Contact Page: Go to the “Help Centre” or “Contact Us” section on the website or app. 
• Select Category: Choose the option that best describes your concern. 
• Provide Details: Enter your Order ID, describe the issue clearly, and attach relevant documents or images. 
• Review & Submit: Our support team will review your submission and respond appropriately. 

Escalation to the Grievance Officer 

If your grievance remains unresolved or you are dissatisfied with the initial response: 

• Escalate the matter to the Grievance Officer. 
• The escalation process is conducted in accordance with the Information Technology Act, 2000, and other applicable laws. 
• The Grievance Officer ensures fair and thorough handling of escalated complaints. 

Grievance Resolution Process 

• Acknowledgement: Receive confirmation of grievance receipt within 48 hours via email. 
• Tracking ID: A unique reference number will be provided to monitor progress. 
• Resolution Timeline: Complaints are generally resolved within 7 working days or as per legal requirements. 
• Regular Updates: Periodic updates on the status of your grievance will be sent via your registered contact details. 

Closure of Grievance 

A grievance will be considered resolved if: 

• A satisfactory resolution has been provided by support or the Grievance Officer. 
• You do not respond within a reasonable timeframe after the resolution has been communicated. 
• A final decision has been issued in accordance with our policies and legal obligations. 

Contact Information 

For assistance, queries, or to submit a grievance, please contact us at: peakbyteinnovationspvtltd@gmail.com. We are dedicated to addressing your concerns promptly, fairly, and transparently.