Grievance & Complaints Policy
Establishes a structured internal grievance redressal mechanism with transparent escalation pathways and realistic resolution timeframes.
Table of Contents (4)
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Table of Contents (4 Sections)
Scope & Contractual Summary
Official procedure for lodging, tracking, and resolving privacy, billing, service quality, IP, and compliance complaints.
Structured Grievance Redressal Mechanism
In alignment with applicable Indian data protection and information technology laws, Goafreet maintains an internal grievance redressal mechanism designed to resolve client, user, and public concerns efficiently and transparently.
Grievance Categories Covered
Our grievance channel handles formal complaints regarding: (a) Personal Data Protection & Privacy Rights; (b) Billing & Invoicing Discrepancies; (c) Service Quality & SOW Non-Conformance; (d) Copyright or Intellectual Property Infringement Claims; (e) Unsolicited Communications or Spam Reports; and (f) Website Accessibility Barriers.
How to Lodge a Formal Grievance
Grievances must be submitted in writing to our designated compliance channel via email: info@goafreet.com with the subject line "FORMAL GRIEVANCE" followed by a concise issue summary. The submission should include full name, contact details, relevant contract or invoice references, a concise factual description of the issue, and supporting documentation.
Acknowledgement & Resolution Timelines
Goafreet acknowledges receipt of formal grievances within forty-eight (48) hours with a tracking reference. Our compliance team conducts an internal review and aims to provide a substantive written response or proposed resolution within the timeframe required by applicable law or otherwise within a reasonable period.
Contractual Hierarchy & Precedence
This document forms part of Goafreet’s operational legal architecture and is intended to be read in conjunction with our Master Service Terms and specific engagement proposals. Where a mutually signed Master Service Agreement (MSA), Statement of Work (SOW), or bilateral Non-Disclosure Agreement (NDA) contains more specific or differing terms, the signed agreement shall strictly prevail for that engagement.
Public Corporate Identification & Contact
Goafreet is an India-based brand management, digital marketing, ecommerce operations, technology engineering, and creative consulting firm operating from Vadodara, Gujarat, India.
Official Communications: info@goafreet.com | Telephone: +91 9106981512