Grievance Redressal

Most things are settled at level one. Escalate only if you need to, but please do escalate rather than give up.

1. Level 1: Support. Reply to any order email, use the contact form or write to info@sellveera.com. Quote your order number if the problem is about an order.
2. Level 2: Grievance Officer. If support has not resolved the matter within 3 working days, or it is serious enough to go straight to the top, write to the officer in section 2. You do not have to try level 1 first; it is simply quicker for everyday problems.
3. Level 3: Outside bodies. If you are still dissatisfied after our final written response, section 7 lists where you can go next. We put our final response in writing precisely so that you have something to take with you.

Escalating a complaint will never count against you, and it will not affect how a service in progress is delivered.

General support, where most things should start: info@sellveera.com · 9550574837.

The Grievance Officer has the authority to order a refund, reassign work or overturn a delivery decision. Complaints are owned by a person, not left in a shared inbox.

Include these five things and there is a good chance the first reply resolves it.

• Your order number. It starts with SV and is on your confirmation email and on the order in your dashboard.
• The email address used on the order. Write from it if you can.
• A short, factual description of what happened and when.
• Anything that supports it: a screenshot, the deliverable, the email thread or the date that slipped.
• What you would like us to do: a fix, the revision round, a swap, a refund, or simply an explanation.

You can write in English or Hindi. If neither is comfortable for you, tell us and we will find a way to read your complaint in your language rather than ask you to translate it.

Where the law and our own policy set different limits, the shorter one applies. If a matter genuinely needs longer, we tell you within the window, explain why and give you a date. We do not let a deadline pass quietly.

1. It is logged against your order and given a reference number, which comes with the acknowledgement.
2. One person owns it. You are told who, and you deal with that person throughout.
3. We look at the record: the order, what was sent to us, the delivery dates, the emails and the payment trail, not just what someone remembers.
4. We reply in writing with what we found, what we are doing about it and what you can do if you disagree.
5. We fix the cause where the complaint reveals one, and tell you what changed.

Anyone named in a complaint has no say in how it is decided.

If your complaint is about personal data, such as a request to see, correct or erase it, a withdrawal of consent, or a concern about how it was handled, the Grievance Officer also handles it as our contact under the Digital Personal Data Protection Act, 2023.

• Say clearly which right you are using, so the 30-day response time is not in doubt.
• We may ask a question or two to confirm your identity before acting. That protects you.
• There is no charge for using any of your rights.

Our Privacy Notice sets out what we hold, why, for how long and who else processes it.

If our final written response does not satisfy you, these routes are open to you.

• National Consumer Helpline: call 1915, or file online at consumerhelpline.gov.in (opens in a new tab).
• The consumer commission for where you live, under the Consumer Protection Act, 2019. Complaints can be filed online through the government’s e-Daakhil service.
• The Data Protection Board of India, for complaints about personal data under the DPDP Act, 2023, once you have first raised the matter with our Grievance Officer.
• Your bank or UPI app, for a payment dispute. Please try us first, because a chargeback freezes the order and usually takes much longer than a refund.

We will not treat an approach to any of these as hostile. We will co-operate and share our records.

Every complaint is logged with its date, what it was about, who handled it, what was decided and when it closed. Records are kept for at least three years, and you can ask for a copy of the record of your own complaint at any time.

We review the log regularly. Where several complaints point to the same cause, we change how we work, not just how we reply.