Grievance Redressal Policy  

At Dealdive Media, we are dedicated to offering a seamless and reliable shopping experience for our customers. We believe in fair treatment and transparent handling of all concerns. This Grievance Redressal Policy ensures that your issues are addressed promptly, professionally, and in line with applicable laws. 

What is a Grievance? 

A grievance refers to any issue or dissatisfaction arising from a product or service purchased through our platform, for which the customer seeks resolution. This may include, but is not limited to, concerns related to product quality or defects, incorrect or delayed deliveries, payment matters, issues with returns, refunds, or exchanges, dissatisfaction with customer service, or queries regarding our policies. 

How to Raise a Grievance 

If you have a concern, we encourage you to reach us through our support channels. The process works as follows: 

Visit our Help Centre or Contact Us Page 
Go to the “Help Centre” or “Contact Us” section on our website or mobile app. 

Select Your Issue 
Choose the appropriate category or topic related to your concern. 

Submit Your Query 
Provide all necessary details, including order ID, issue description, and any supporting documents or images. 

Once submitted, our support team will review your request and respond accordingly. 

Escalation to Grievance Officer 

If your concern remains unresolved or you are dissatisfied with the resolution provided by our customer care team, you may escalate the matter to our designated Grievance Officer, in compliance with the Information Technology Act, 2000 and other applicable laws. 

To ensure accountability and legal compliance, Drapenest has appointed a dedicated Grievance Redressal Officer. This officer oversees the complaint resolution process, ensures fairness, and addresses unresolved or escalated issues. You may contact the Grievance Officer via email at dealdivemedia@gmail.com. 

Grievance Handling Process 

• Acknowledgement: We will acknowledge receipt of your grievance within 48 hours via email. 
• Unique Ticket/Reference ID: A unique grievance ID will be generated and shared with you for tracking purposes. 
• Resolution Timeline: Our team, together with the Grievance Officer, will make every effort to resolve your grievance promptly, generally within 7 working days, or as required under applicable laws. 
• Updates & Communication: You will be regularly updated on the status of your grievance via your registered communication method. 

Closure of Grievance 

Your grievance will be considered closed and resolved in the following cases: 

• When a satisfactory resolution has been provided by our support team or Grievance Officer. 
• When you do not respond to our communications within a reasonable timeframe after a resolution has been offered. 
• When a final resolution has been communicated in line with our policies and applicable law. 

Contact Us 

For further queries or to raise a grievance, please contact us at dealdivemedia@gmail.com. 

Note 

This policy may be updated from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy pages.