# Grievance Redressal and Complaint Policy
## 1. Introduction
Dixilence ERP & IT Innovation Pvt. Ltd is committed to providing reliable software products, IT services, and customer support.
We value customer feedback and aim to resolve complaints fairly, transparently, and within a reasonable timeframe.
This Grievance Redressal and Complaint Policy explains how customers can submit complaints, how we review them, and how we communicate resolutions.
2. Scope of This Policy
This policy applies to complaints concerning our website, software products, subscription services, and IT solutions, including:
- Software functionality, defects, and technical problems.
- Account setup, activation, and configuration.
- Subscription plans, renewals, and billing.
- Payment confirmation and invoice discrepancies.
- Refund and cancellation requests.
- Delays in software development or service delivery.
- Customer support and communication.
- Privacy, personal information, and data-handling concerns.
- Unauthorized access or suspected security incidents.
- Other concerns relating to our products and services.
3. How to Submit a Complaint
Customers may submit complaints through the official contact channels published on our website:
Website:https://www.dixilence.com/
When submitting a complaint, customers should provide the following information where applicable:
1. Full name and preferred contact details.
2. Customer, order, invoice, or subscription reference.
3. Description of the issue or complaint.
4. Date the issue occurred or was first noticed.
5. Relevant screenshots, payment references, or supporting documents.
6. The resolution or action requested.
Please do not include passwords, OTPs, banking PINs, or other highly sensitive authentication credentials in a complaint.
4. Complaint Acknowledgement
We aim to acknowledge complaints within 2 business days of receipt.
The acknowledgement may include a complaint reference number, confirmation of receipt, or a request for additional information needed to investigate the issue.
If a complaint is submitted through an unauthorized or unmonitored channel, the customer may be asked to resubmit it through an official company contact channel.
5. Complaint Review and Resolution
Dixilence will review complaints fairly and make reasonable efforts to resolve them promptly.
Depending on the nature of the complaint, our review may involve:
- Checking the customer's account, order, or subscription details.
- Reviewing payment records and relevant invoices.
- Investigating software errors or technical issues.
- Reviewing project scope, delivery commitments, or service agreements.
- Requesting further information from the customer.
- Coordinating with relevant payment providers or third-party service providers.
We aim to provide an initial response or meaningful update within **7 business days** of receiving sufficient information.
If the issue requires additional investigation, we will communicate the delay and provide an update on the expected next steps, where reasonably practicable.
These service targets do not replace any shorter or mandatory response deadline prescribed by applicable law.
6. Refund and Payment Complaints
Complaints relating to refunds, cancellations, failed transactions, duplicate payments, or billing discrepancies will be reviewed under the applicable Payment Policy and Refund and Cancellation Policy.
Customers should provide their invoice number, transaction reference, payment date, and other relevant details.
Refund eligibility and deductions will be assessed under the applicable purchase terms and law. Nothing in this policy restricts any mandatory refund entitlement or other legal right.
7. Technical Support Complaints
For technical issues, customers should provide a clear description of the problem and, where possible, screenshots, error messages, device or browser details, and the approximate time the issue occurred.
Our technical team will assess the issue and take reasonable steps to investigate and resolve it.
Resolution times may depend on the severity of the issue, its reproducibility, the customer's service plan, and any third-party dependencies.
Customers should not send passwords or confidential production credentials through ordinary complaint messages.
8. Privacy and Data Protection Complaints
Customers may raise concerns about the collection, use, disclosure, security, or deletion of personal information through the Company's official contact channels.
Please identify the relevant account or service and describe the concern without including unnecessary sensitive personal information.
Privacy-related complaints will be reviewed in accordance with our Privacy Policy and applicable data-protection laws. Requests requiring identity verification may be subject to an appropriate verification process.
Where applicable law requires a specific grievance contact, response period, or escalation procedure, the Company will follow the relevant requirements.
9. Escalation Procedure
If a customer is dissatisfied with the initial response or believes that a complaint remains unresolved, they may request escalation through an official company contact channel.
The customer should include the original complaint reference, the previous response, and the reason for requesting escalation.
The complaint will be referred to an appropriate senior representative or authorized company officer for further review.
We aim to acknowledge escalation requests within 2 business days and provide a substantive update within 7 business days, subject to the complexity of the matter and any applicable statutory deadlines.
10. Fair and Confidential Handling
Dixilence will seek to handle complaints professionally, fairly, and confidentially.
Complaint information will be accessed only by personnel or service providers who reasonably need it for investigation, resolution, security, or legal compliance.
We will not penalise customers merely for raising a genuine complaint in good faith. However, abusive, threatening, fraudulent, or unlawful communications may be handled in accordance with applicable law.
11. External Remedies
If a complaint cannot be resolved through our internal process, customers may have the right to approach an appropriate consumer commission, regulatory authority, data-protection authority, or other competent forum, depending on the nature of the complaint and applicable law.
Nothing in this policy limits a customer's statutory rights or prevents them from using a legally available complaint or dispute-resolution mechanism.
12. Record Keeping
We may maintain complaint records, correspondence, investigation notes, and resolution details for legitimate business, security, audit, and legal purposes.
Such records will be retained and handled in accordance with our Privacy Policy and applicable legal requirements.
13. Policy Updates
Dixilence may revise this policy to reflect changes in its services, support processes, or applicable legal requirements.
The latest version will be published on our website with the relevant effective or last-updated date.
14. Grievance Contact Details
Company: Dixilence ERP & IT Innovation Pvt. Ltd.
Website:https://www.dixilence.com/
Official Complaint Email:info@dixilence.com
Business Address: Office no. 6, Basement of B62, B Block, Sector 2, Noida, Uttar Pradesh 201301
Customers should use the official contact details published on our website to submit complaints until the designated grievance contact information is provided.