At Todayzvibe, managed by Hexa Info Systems, we are dedicated to delivering a reliable and seamless shopping experience to our customers. We uphold principles of fairness and transparency in addressing all customer concerns. This Grievance Redressal Policy is established to ensure that complaints are handled promptly, professionally, and in compliance with applicable laws.   
  

What is a Grievance?  

A grievance means any complaint or dissatisfaction arising from a product or service purchased through our platform where the customer seeks resolution. This may include, but is not limited to, issues related to product quality or defects, incorrect or delayed deliveries, payment concerns, return, refund, or exchange matters, dissatisfaction with customer service, and questions regarding our policies.   
  

How to Raise a Grievance  

If you have a concern, we encourage you to contact us through our support channels. The process is as follows:  

Visit our Help Centre or Contact Us Page    
Access the “Help Centre” or “Contact Us” section available on our website or mobile application.  

Select Your Issue    
Choose the appropriate category or subject that matches your concern.  

Submit Your Query    
Provide complete details, including your order ID, a clear description of the issue, and any relevant supporting documents or images.  

After submission, our support team will examine the matter and respond accordingly.   
  

Escalation to Grievance Officer  

If your issue remains unresolved or you are dissatisfied with the response provided by our customer support team, you may escalate the matter to our appointed Grievance Officer, in accordance with the Information Technology Act, 2000 and other applicable regulations.  

To maintain accountability and legal compliance, Todayzvibe has designated a Grievance Redressal Officer responsible for supervising the complaint resolution process, ensuring fairness, and handling escalated cases. You may contact the Grievance Officer via email at hexainfosystems66@gmail.com.   
  

Grievance Handling Process    
 

• Acknowledgement: We will confirm receipt of your grievance within 48 hours through email.  
• Unique Ticket/Reference ID: A unique grievance reference number will be generated and shared with you to help check the status of your complaint.  
• Resolution Timeline: Our team, in coordination with the Grievance Officer, will strive to resolve the matter as quickly as possible, typically within 7 working days or as required under applicable law.  
• Updates & Communication: You will receive periodic updates regarding the progress of your grievance through your registered communication channel.   
    

Closure of Grievance  

Your grievance will be considered resolved and closed under the following circumstances:  

• When a satisfactory resolution has been provided by our support team or Grievance Officer.  
• When you do not respond within a reasonable timeframe after a resolution has been offered.  
• When a final decision has been communicated in accordance with our policies and applicable laws.   
    

Contact Us  

For additional questions or to submit a grievance, please contact us at hexainfosystems66@gmail.com. 
  

Note  

This policy may be updated from time to time. For the latest version, please refer to our Terms of Use and Privacy Policy pages.