# GRIEVANCE REDRESSAL POLICY
**MOD CART TECHNOLOGY PRIVATE LIMITED**
**Effective Date:** [01/01/2026]

## 1. Introduction
MOD CART TECHNOLOGY PRIVATE LIMITED ("Company", "We", "Us") operates the e-commerce platform www.modcart.in, primarily focused on clothing, apparel and accessories. We are committed to providing a transparent, safe, and seamless shopping experience to our customers. This Grievance Redressal Policy is established in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

## 2. Purpose of the Policy
The objective of this policy is to:
- Ensure timely resolution of customer complaints.
- Maintain transparent communication with customers.
- Address product, delivery, refund, payment, and service-related grievances in a structured and efficient manner.

## 3. Grievance Categories
Customers may raise grievances related to the following:
1. **Product Issues:** Wrong item, size mismatch, damaged or defective products, quality issues.
2. **Delivery Issues:** Delayed delivery, order not delivered, incorrect shipment.
3. **Payment & Refund Issues:** Payment deducted but order not confirmed, refund delays, failed transactions.
4. **Account & Privacy Issues:** Login problems, account-related issues, data privacy concerns.
5. **Other Service Concerns:** Any other customer support or service-related issue.

## 4. Grievance Officer Details
**Name:** Avinash Dubey
**Designation:** Grievance Officer
**Company:** MOD CART TECHNOLOGY PRIVATE LIMITED
**CIN:** U62090UP2025PTC215636
**Email:** modcart.tech@gmail.com
**Phone:** +91 7665777075
**Registered Address:** 35 Laxmi Sadan, Pushpanjali Bagh Phase-4, Dayal Bagh, Agra, Uttar Pradesh – 282003
**Corporate Address:** [Agar alag hai to likho, warna ye line hata do]

## 5. Complaint Submission Process
Customers can submit complaints through the following channels:
- **Email:** modcart.tech@gmail.com
- **Phone:** +91 7665777075
- **Website Contact Form:** https://modcart.in/contact

Customers are requested to provide the following details:
- Full Name
- Contact Number / Email
- Order ID
- Description of the Issue
- Photo or Video Evidence (for product-related issues)

## 6. Acknowledgement and Resolution Timelines
Every complaint will be acknowledged within **48 hours** of receipt, and a unique complaint/ticket number will be shared with the customer for tracking. All complaints shall be resolved within **one month** from the date of receipt, as required under the Consumer Protection (E-Commerce) Rules, 2020.

We aim to resolve grievances within the following timelines:
- **Product/Quality Issues:** 48–72 hours
- **Delivery Issues:** 24–48 hours
- **Refund Issues:** 5–7 working days
- **Payment Failure:** 24–48 hours
- **Privacy/Data Issues:** Within 7 days

## 7. Escalation Matrix
If a grievance is not resolved within the stipulated time, customers may escalate as follows:
- **Level 1 – Customer Support Team:** modcart.tech@gmail.com | +91 76657 77075
- **Level 2 – Grievance Officer:** modcart.tech@gmail.com | +91 76657 77075

If the customer remains unsatisfied after the above escalation, they may approach the National Consumer Helpline (1915) or the appropriate Consumer Commission.

## 8. Policy Review & Updates
The Company reserves the right to review and modify this policy periodically to comply with legal requirements and improve operational efficiency. Any changes will be updated on this page.

## 9. Contact Information
For any grievance-related queries, please contact:
**Email:** modcart.tech@gmail.com
**Phone:** +91 76657 77075
**Registered Address:** 35 Laxmi Sadan, Pushpanjali Bagh Phase-4, Dayal Bagh, Agra, Uttar Pradesh – 282003