Grievance Redressal Policy

At Storystreetz, we are committed to ensuring that every reader receives a clear, considerate, and dependable experience when exploring and purchasing books through our platform. As a book-focused website, we value customer feedback and remain committed to addressing concerns with appropriate attention whenever an issue occurs. This Grievance Redressal Policy sets out the manner in which readers may raise complaints, the way such concerns are examined, and the process followed to work toward suitable resolutions in accordance with applicable laws and regulatory requirements.

Understanding a Grievance

A grievance means any complaint, concern, problem, or indication of dissatisfaction relating to a book, order, service, transaction, or experience associated with our platform, where the customer seeks clarification, support, or corrective action. Such concerns may include, but are not limited to, issues involving the condition or quality of a book delivered, receipt of incorrect titles or quantities, delivery delays or unsuccessful deliveries, payment-related issues, difficulties involving cancellations, returns, refunds, or replacements, dissatisfaction with customer support, or questions concerning our website policies and procedures.

Procedure for Submitting a Grievance

If you experience a concern while browsing, placing an order, receiving a book, or using our book-related services, we recommend informing us through the customer support channels provided on our platform. Supplying complete and correct information enables us to understand the circumstances more clearly and assist you toward an appropriate resolution. The suggested procedure is outlined below:

Access the Help Centre or Contact Us Section

Go to the “Help Centre” or “Contact Us” section available through our website or mobile application. These channels are intended for customers seeking assistance concerning books, orders, payments, deliveries, or other matters associated with the platform.

Identify the Relevant Concern

Choose the category, option, or subject that best corresponds to the matter you are facing. Selecting the most relevant category helps ensure that your grievance reaches the appropriate support team for examination.

Provide the Necessary Details

Submit your grievance with the information required to help us understand and assess the matter. Where relevant, provide your order ID, book title, description of the concern, transaction information, and any supporting photographs, documents, screenshots, or other materials that may assist with the review.

Following submission, our customer support team will examine the information received, consider the circumstances involved, and provide suitable guidance, clarification, or resolution depending on the nature of the grievance.

Escalation to the Grievance Officer

If you consider that your concern has not been satisfactorily resolved, or you remain dissatisfied with the response received from our customer support team, you may seek an additional review by escalating the matter to our designated Grievance Officer, subject to applicable provisions of the Information Technology Act, 2000, and other applicable laws and regulations.

To maintain an organized and accountable complaint-resolution process, Storystreetz has designated a Grievance Redressal Officer to handle escalated customer concerns and support the fair and appropriate examination of complaints. The Grievance Officer may review unresolved matters, work with the relevant internal teams, and offer additional assistance wherever required. You may contact the designated Grievance Officer by sending an email to (mention email).

How We Process Grievances

Acknowledgement: Upon receipt of your grievance, we will make reasonable efforts to confirm its receipt within 48 hours using the email address or other registered communication channel connected with your account or enquiry.

Grievance Reference Number: Where considered appropriate, we may provide a separate complaint or reference number for your grievance. This reference can be used to identify the matter in later communications and may assist us in sharing relevant updates regarding its status.

Expected Resolution Period: Our customer support team, and the Grievance Officer where required, will make reasonable efforts to review and resolve your grievance at the earliest practical opportunity. In general, we aim to address eligible grievances within 7 working days, unless the circumstances of the matter, requirement for additional information, involvement of third parties, or applicable legal requirements necessitate a different timeframe.

Communication and Progress Updates: Information relevant to the handling of your grievance will be communicated through the contact details provided by you. If additional information, clarification, documentation, or action is required from your side, we may contact you accordingly to facilitate examination of the matter without avoidable delay.

When a Grievance Is Considered Closed

A grievance may be treated as concluded when one or more of the following circumstances apply:

When our customer support team or Grievance Officer has provided an appropriate explanation, corrective measure, or resolution and the concern has been reasonably addressed.

When the customer fails to respond or provide requested additional information within a reasonable period after a proposed resolution or clarification has been communicated.

When a final response or decision has been provided following consideration of the relevant circumstances in accordance with our applicable policies, procedures, and legal obligations.

Contact Us

If you need clarification regarding this policy, have experienced an issue involving a book order, or wish to raise a grievance, you may reach our support team through the communication channels provided on our platform. For matters directly concerning grievances, please contact us at (mention email). Customers are encouraged to share relevant order information together with a clear description of the concern so that our team can assess the matter effectively and provide an appropriate response.

Policy Updates

We may periodically modify, revise, or update this Grievance Redressal Policy to account for changes in our services, operational practices, legal requirements, or regulatory expectations. Any updated version will take effect once it is published on our website, unless another effective date is expressly specified. Customers are encouraged to refer to the latest version of this policy, together with our Terms of Use and Privacy Policy, to remain aware of the procedures and practices governing their use of Storystreetz.