POLICY 14 — COMPLAINTS & GRIEVANCE REDRESSAL POLICY
Effective: October 12, 2026 · Last updated: October 12, 2026
1.Contact channel
Customers may submit complaints concerning orders, payments, downloads, licences, privacy, security or product quality to:
Email: info@mechetsolutions.com
Postal address: MecHet Solutions, Gujarat, India
2.Information to include
Please include your name, account email, order number if applicable, the nature of the complaint and relevant supporting information. Do not include passwords or complete payment credentials.
3.Handling process
MHS will record the complaint, assess urgency, investigate the facts and communicate next steps. Security incidents, suspected fraud, unauthorised transactions and privacy concerns receive prioritised handling.
4.Response times
MHS will acknowledge complaints promptly and operate a process capable of resolving them within reasonable operational periods. Applicable statutory grievance-response deadlines will prevail.
5.Escalation
If the complaint is not resolved, customers may request escalation to the designated grievance contact:
Grievance Officer: Het Patel (Founder & Grievance Officer)
Email: info@mechetsolutions.com
Customers retain the right to approach a competent regulator, consumer authority, payment provider or court where available under applicable law.