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Grievance / Complaint Redressal Policy

Grievance / Complaint Redressal Policy – TruDeliver

At TruDeliver, we are committed to providing a transparent, reliable, and customer-friendly experience. We understand that sometimes issues may arise, and we provide a clear process to address complaints and grievances promptly.

1. Who Can File a Grievance

  • Customers: Regarding orders, deliveries, product quality, payments, refunds, or exchanges.
  • Vendors/Sellers: Regarding payouts, listing issues, returns, exchanges, or platform policies.
  • Employees/Partners: Regarding operational, safety, or workplace-related issues.

2. How to Submit a Grievance / Complaint

Grievances can be submitted through the following channels:

  1. Email: support@trudeliver.com
  2. Phone / WhatsApp: +91 9686544813 (11:00 AM – 4:00 PM, Mon – Sat)
  3. Office Visit: KK Digital Ventures (TruDeliver), Near NMC Main Road, Hosamane, Bhadravathi – 577301

Required Information:

  • Name and contact details
  • Order ID or Vendor ID (if applicable)
  • Detailed description of the issue
  • Supporting evidence (photos, unboxing videos, screenshots, or documents)

3. Grievance Handling Process

Step 1 – Acknowledgment:

  • TruDeliver will acknowledge receipt of your complaint within 24 hours.
  • You will receive a unique complaint ID for tracking purposes.

Step 2 – Assessment & Investigation:

  • The complaint will be reviewed by our support and operations team.
  • We may contact you for additional details or evidence to resolve the issue accurately.

Step 3 – Resolution:

  • Complaints will be resolved based on our policies and terms, typically within 7 working days.
  • Possible resolutions include:
    • Refund or replacement of the product
    • Order cancellation
    • Vendor payout adjustments
    • Other corrective measures as deemed appropriate

Step 4 – Communication:

  • Once resolved, the complainant will be notified via email or phone.
  • Any further queries can be escalated using the complaint ID.

4. Guidelines for Filing Complaints

  • Provide accurate and complete information to avoid delays.
  • Submit documented proof (photos, videos, invoices, screenshots) wherever possible.
  • Complaints filed outside the prescribed channels may not be entertained.

5. Escalation

  • If the complaint is not resolved within the specified timeframe, you may escalate it by contacting senior support or management at support@trudeliver.com.
  • TruDeliver will ensure fair, impartial, and timely resolution of escalated grievances.

6. Key Points

  • TruDeliver is committed to transparency, fairness, and accountability.
  • All complaints are handled confidentially, and personal data is protected.
  • We encourage both customers and vendors to report issues promptly to ensure quick resolution.

TruDeliver believes in continuous improvement and values feedback from every stakeholder. Your grievances help us serve you better.