Sbzee — Grievance Redressal Policy

1. Purpose and Commitment

At Sbzee, we are committed to providing our customers with high-quality service and a transparent, fair resolution process for any complaints or concerns. This Grievance Redressal Policy outlines the framework for handling user grievances related to transactions, product quality, delivery experience, refund issues, or any other aspect of our services.

We value customer trust and strive to ensure that all grievances are acknowledged, investigated, and resolved promptly in accordance with applicable laws, including the Consumer Protection Act, 2019 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2. Scope

This policy applies to:

• All users of the Sbzee mobile app and related platforms;
• All transactions, deliveries, and interactions carried out through Sbzee’s platform;
• Issues arising from product quality, service experience, payment, refunds, and data privacy.

Exclusion: This policy does not cover grievances unrelated to Sbzee’s services, or issues involving third-party platforms unaffiliated with Sbzee.

3. Definition

A “Grievance” means any complaint, concern, or feedback raised by a user relating to:

• Product or service quality;
• Delay or non-delivery;
• Refund or payment discrepancies;
• Misconduct or unprofessional behaviour by delivery partners;
• Data privacy or account-related issues;
• Any other act that adversely affects the user’s experience or rights.

4. Grievance Redressal Mechanism

Step 1 – Registering a Grievance

Users may raise their grievance by emailing support@sbzee.com with your order ID, reason for your grievance, and relevant proof (if applicable).

When raising a grievance, please provide:

• Order ID or transaction reference;
• Description of the issue;
• Relevant proof (images, receipts, etc.);
• Preferred mode of communication for response.

Step 2 – Acknowledgment

• Acknowledge receipt within 48 hours; and
• Assign a unique Grievance Reference Number for tracking.

Step 3 – Review and Resolution

Our Grievance Team will assess the issue and coordinate with the concerned departments (e.g., logistics, merchant, payment gateway) to resolve it.

If additional time is needed, we will inform you of the reason and provide an extended resolution timeline.

5. Responsibilities

• Users: Provide accurate and complete details when raising grievances to ensure timely resolution.
• Sbzee Team: Maintain confidentiality, fairness, and transparency throughout the redressal process.

6. Confidentiality

All grievances, along with user details, will be handled with strict confidentiality. Information shared will only be used for verification and resolution purposes and will not be disclosed to third parties except as required by law.

7. Policy Updates

Sbzee reserves the right to modify or update this policy from time to time to reflect operational or legal requirements. The updated version will be published on the Sbzee website and app. Your continued use of Sbzee’s services after such changes constitutes acceptance of the revised policy.

8. Contact Information

For any queries regarding this Grievance Redressal Policy, please contact:

Email: grievance@sbzee.com