Grievance Redressal Policy

Grievance Redressal Policy

This grievance redressal policy (“Policy”) sets out Éktaraa’s (“Company”, “we”, “us”, or “our”) approach to addressing grievances raised by customers purchasing products and services from our website https://ektaraa.com/

This Policy is an electronic record in terms of the Information Technology Act, 2000 and applicable rules thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

Company Details

  • Legal Entity: Éktaraa
  • Corporate Address: 1-21/1/J/1, Guntivenkateshwarlu, Suryapet Road, Voruganti Appaiah street, KODAD, Suryapet, TELANGANA, 508206
    Customer Support Email: support@ektaraa.com

Objective and Scope

This Policy applies to grievances raised in connection with the purchase of goods and services through our Website. It provides a clear and effective mechanism for handling complaints, ensuring customers are treated fairly and grievances are addressed promptly.

What Constitutes a Grievance

For the purpose of this Policy, a “grievance” refers to any written or verbal communication expressing dissatisfaction with any product or service offered on the Website and requesting remedial action. This does not include:

  • General suggestions or feedback
  • Requests for information or clarification
  • Incomplete or vague queries

Submission and Handling of Grievances

Customers may raise complaints or concerns through the following:

  • Email: support@ektaraa.com

Acknowledgement & Resolution Timelines:

  • An acknowledgment will be sent within 48 hours of receipt of the grievance, along with a Ticket ID for tracking.
  • All grievances will be resolved within 15 working days of receipt.
  • Customers may be contacted via email or phone during the resolution process.

Escalation Matrix

Grievance Officer

  • Name: Harish Samala
  • Designation: Co-Founder, CTO & CPO
  • Email: harish.samala@ektaraa.com

Nodal Officer (as per Consumer Protection Act, 2019)

  • Name: Bindu Gunti
  • Designation: Chief Executive Officer (CEO)
  • Email: ceo@ektaraa.com
  • Phone: +91 9160902299
  • Office Address: Hyderabad, India
  • Working Hours: 10:00 AM – 7:00 PM (Monday to Saturday)

Closure of Complaints

A grievance shall be treated as resolved and closed under the following circumstances:

  • The customer has communicated acceptance of the proposed resolution;
  • The customer fails to respond to the Company’s communication within 7 days; or
  • The Company has provided a resolution and no further communication is received from the customer within the stipulated time.

Other Terms

This Policy must be read along with our Shipping & Delivery Policy, Payment Policy, Return & Exchange Policy, and other applicable policies listed on our Website. By using the Website or placing an order, customers agree to the terms outlined herein.

The Company may update this Policy from time to time at its sole discretion. Any changes will be posted on our Website. Customers are advised to review this Policy periodically.