Grievance Redressal Policy

At Booksnets Operated by Zenithpulse Entertainment, we are dedicated to providing a reliable and convenient online book shopping experience. We believe every customer deserves fair treatment, clear communication, and timely assistance when concerns arise. Our Grievance Redressal Policy outlines the procedures for addressing customer complaints professionally, transparently, and in accordance with applicable laws.

What is a Grievance?

A grievance refers to any concern, complaint, or dissatisfaction arising from books purchased or services received through our platform for which a customer seeks resolution. This may include, but is not limited to, issues involving damaged or defective books, incorrect titles, delayed or unsuccessful deliveries, payment discrepancies, difficulties with returns, refunds, or exchanges, unsatisfactory customer support, and questions regarding our website policies.

How to Raise a Grievance

If you experience any issues with your book purchases or our services, we encourage you to contact us through our designated support channels. The grievance submission process involves the following steps:

1. Visit Our Help Centre or Contact Us Page

• Access the "Help Centre" or "Contact Us" section available on our website or mobile application.

2. Select Your Issue

• Choose the category or subject that best describes your concern or complaint.

3. Submit Your Query

• Provide the necessary information, including your Order ID, a clear description of the issue, and any relevant supporting documents or photographs.

Once your grievance has been submitted, our customer support team will review the details and respond accordingly.

Escalation to Grievance Officer

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

To maintain accountability and ensure compliance with relevant regulations, Booksnets has appointed a dedicated Grievance Redressal Officer. The officer oversees the complaint handling process, promotes fair resolutions, and addresses concerns requiring further review or escalation. You may contact the Grievance Officer through email at zenithpulseentertainment@gmail.com.

Grievance Handling Process

• Acknowledgement: We will confirm receipt of your grievance through email within 48 hours of submission.

• Unique Ticket/Reference ID: A unique grievance reference ID will be assigned and shared with you to help monitor the status of your complaint.

• Resolution Timeline: Our customer support team, in coordination with the Grievance Officer, will make every effort to resolve your concern promptly, generally within 7 working days, or within the timeframe prescribed by applicable laws.

• Updates & Communication: You will receive regular updates regarding the progress of your grievance through your registered communication channel.

Closure of Grievance

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

• When our customer support team or Grievance Officer provides a resolution that satisfactorily addresses your concern.

• When you do not respond to our communications within a reasonable period after a resolution has been offered.

• When a final decision or resolution has been communicated in accordance with our established policies and applicable legal requirements.

Contact Us

For additional questions, assistance, or to submit a grievance concerning your book purchases or our services, please contact us at zenithpulseentertainment@gmail.com.

Note

This Grievance Redressal Policy may be reviewed and revised periodically. For the latest information regarding our policies and procedures, please refer to the Terms of Use and Privacy Policy sections of our website.