Grievance Redressal

Start at level one. If an issue is not resolved, escalate it rather than leave it.

1. Level 1: Support. Reply to any order email, use the contact form, or raise it from the order in your dashboard.
2. Level 2: Grievance Officer. If support has not resolved the issue within 3 working days, or the matter is serious enough to go straight to the officer, write to the Grievance Officer using the details in section 2. You do not have to use level one first.
3. Level 3: External. If you are not satisfied with our final written response, you can approach the bodies listed in section 7. We give our final response in writing so that you have a record to take with you.

Escalating a complaint will never be held against you, and it does not affect the delivery of an engagement in progress.

The Grievance Officer is designated under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

For general support, which is the best place to start for most issues: support@corephysixlabs.com or 7702752958.

Including the following helps us resolve your complaint quickly:

• your order number (for example, CP260911ABCDE), shown on your confirmation email, your invoice and the order in your dashboard;
• the email address used on the order, and please write from it if you can;
• a short, factual description of what happened and when;
• anything that supports it, such as a screenshot, the deliverable, the pull request, the email thread or the missed date;
• what you would like us to do: a fix, a revision round, a switch to another engagement, a refund or an explanation.

Where the law and our own policy set different time limits, the shorter one applies. If a matter needs longer than the stated period, we will tell you within that period, explain why and give an expected date.

1. Logged. Your complaint is recorded against your order and given a reference, which is sent with the acknowledgement.
2. Assigned. One person handles your complaint throughout, and you are told who that is.
3. Reviewed. We check the records: the brief, commits, delivery dates, correspondence and payment history.
4. Answered in writing. We send our findings, what we will do about them, and what you can do if you disagree.
5. Addressed at source. Where a complaint reveals an underlying cause, we fix it and tell you what changed.

Anyone named in a complaint takes no part in deciding it.

If your complaint concerns personal data, such as a request for access, correction or erasure, a withdrawal of consent, or a concern about how data was handled, the Grievance Officer handles it as the contact for grievances under the DPDP Act, 2023.

• State clearly which right you are exercising, so that the 30-day period is clear.
• We may ask a few questions to confirm your identity before acting on a data request.
• There is no charge for exercising any right under the DPDP Act.

The Privacy Policy explains what data we hold, why, for how long and who else processes it.

If you are not satisfied with our final written response, you can approach the following, at no cost:

• National Consumer Helpline: call 1915, or file a complaint online at consumerhelpline.gov.in (opens in a new tab).
• Consumer commission: the district, state or national commission with jurisdiction, depending on where you live and the amount involved, under the Consumer Protection Act, 2019.
• Data Protection Board of India: for complaints about personal data under the DPDP Act, 2023, after first raising the matter with our Grievance Officer.
• Your bank or UPI provider: for a payment dispute. Please contact us first, as a chargeback freezes the order and usually takes longer than a refund.

We will cooperate with any of these processes and provide our records.

Every grievance is recorded with its date, its substance, who handled it, what was decided and when it was closed. Records are kept for at least three years, and you can request a copy of the record of your own complaint at any time.