Grievance Redressal Policy

At Booksbaskets, operated and managed by Swiftedge Technologies Private Limited, we are committed to ensuring a transparent, fair, and dependable shopping experience for all users.

In this Grievance Policy, “we,” “our,” and “us” refer to Swiftedge Technologies Private Limited, while “you,” “your,” and “user” refer to customers using our platform. Our aim is to address complaints promptly and professionally while complying with applicable laws.

Definition of a Grievance

A grievance refers to any complaint, concern, or dissatisfaction related to products or services purchased through our platform. This may include:

• Product Issues: Defective products or concerns regarding quality

• Delivery Issues: Delayed, incorrect, or failed deliveries

• Payment Issues: Problems related to failed transactions or payment processing errors

• Return or Refund Concerns: Issues involving returns, exchanges, or refunds

• Customer Support Experience: Dissatisfaction with assistance provided by our support team

• Policy Clarifications: Requests for clarification regarding company policies

Grievance Submission Process

To raise a grievance, please follow these steps:

• Access Support: Visit the “Help Centre” or “Contact Us” section on our website or application

• Select Category: Choose the category that best matches your concern

• Provide Details: Enter your Order ID, a detailed explanation of the issue, and attach relevant documents or images

• Submit Request: Our support team will review your complaint and respond accordingly

Escalation to Grievance Officer

If your issue is not resolved or you are unsatisfied with the response:

• You may escalate the matter by contacting the designated Grievance Officer

• All escalations are handled in compliance with the Information Technology Act, 2000, and applicable regulations

• The Grievance Officer will carry out an impartial and fair review of the complaint

• Contact: swiftedgetechnologiespvtltd@gmail.com.

Grievance Resolution Process

• Acknowledgement: An email confirming receipt of your grievance will be sent within 48 hours

• Tracking Reference: A unique reference number will be provided to track your complaint status

• Resolution Timeline: Grievances are generally resolved within 7 working days, or as required under applicable law

• Updates: Regular status updates will be shared via your registered contact details

Closure of Grievance

A grievance will be treated as closed under the following conditions:

• A satisfactory resolution has been provided by the support team or Grievance Officer

• No response is received from the user within a reasonable time after resolution communication

• A final decision has been made in accordance with company policies and legal requirements

Contact Information

For any queries, support requests, or to raise a grievance, please contact us at: swiftedgetechnologiespvtltd@gmail.com.

We remain fully committed to resolving your concerns in a timely, fair, and transparent manner.