Complaints Policy

Your feedback is invaluable, and your efforts in letting us know the good and the bad of any aspect of our service is appreciated. It helps us to change and align ourselves to requirements better, and is part of our culture.

We would love to hear from you, and your complaints, if any, will be treated with the importance it deserves and you can be sure of it being resolved at the earliest.

Your complete satisfaction in the execution of the order is our priority.

Here we outline the mechanism through which you can lodge anylodge any complaints you might have, should you be unhappy with the service received. The manner in which we resolve your issue and the law relating to your rights as per provisions of Indian law are also spelt out clearly for your benefit.

Complaints with regards to Quality

Any complaint you might have regarding the quality of the work that has been executed should be intimated to us using the email id provided to you within seven days. It would help if you you are specific about your quality related concerns. Any email beyond the specified seven daydays period ,period, will be taken up as per our discretion, as outlined inoutlined in the terms and conditions. However, we add that, remedial measures will remain the same, regardless of the window during which the complaints have been addressed – both within and outside the seven days.

Time for response

Our efforts are always geared towards responding/acknowledging mails received during regular working hours, within the same day.

The most busy periods of the year may have a slightly different response time. Mails received during the concluding two working hours of the day will be replied to, during the next working day.

Action

On the basis of our assessment of your complaint, we will offer free amendments, should we find your request justified.

In the event of your complaint turning out be a minor issue related to an error on your side, for instance, improper briefing regarding referencing style, we will direct the writer to undertake the amendments, and cover most of the additional cost towards the work.

Should your complaint appear unjustified to us, we will write to you, clearly stating our reasons for our assessment and belief, or seek additional information from you regarding the complaint. We will, in such cases, offer the option of making amendments for a small fee.

If we are in disagreement regarding your complaint, we will forward your work and complaint to a different expert to take a look and assess the same. The expert will furnish his or her opinion on an Assessment Sheet, which is an exhaustive pro-forma, and the same will be forwarded on receipt. The expenses towards the report will be borne by us. In the event that the report agrees with your claims, the work will be amended free of charge by us. Should the report agree with our assessment, we will reach out to you, to agree somewhere, with the sole objective of you remaining one of our satisfied and valued customers.

In the event the complaint cannot be redressed, for instance – if the timeline for submission has crossed; we will look into your complaint, nevertheless. Should we find your complaint valid and justified, we will reach out for an amicable resolution, including an offer of a full or partial refund, as the case may be, or offer you credits against orders in the future.

Complaint regarding service

In the event that your complaint is regarding the service of a specific department, you are invited to contact our enquiries email address to inform us of the same. Your emails may however be addressed to the single point of contact that has been established at the commencement of the project, the project coordinator in this case. Depending upon the nature of your complaint, the project coordinator will forward your concerns to the person or department concerned.

Action

On receipt of your complaint, the same is addressed to the concerned department. Your single point of contact will be the project coordinator ,coordinator, who will liaise with you regarding the complaint till resolution. The project coordinatorycoordinator will immediately acknowledge your complaint, look into it, and get in touch with you for additional information, if necessary. Your will be informed about the progress of your complaint, the action taken and will make all efforts to resolve the issue. The whole idea of the complaints mechanism is to ensure that you remain satisfied with our services, and to continue using our services when the need arises in the future.

Still unsatisfied with the outcome?

Can I take recourse to legal action?

As an organization registered in India, we fall under the purview of Indian law. You are within your rights to approach the Courts should the need arise. Our endeavor is to always offer service that dispenses with the need for this action. This is the reason, we reach out with a complaints policy and page offering windows of resolution before legal action is contemplated.

Approaching the legal redressal system is ideally meant to be the very last resort, after all available measures for resolution are exhausted. Legal action is not only expensive, it consumes the time of everyone involved in the process, the litigants and the respondents alike. Courts have their tasks cut out and frown on efforts that waste time – for instance, seeking legal redress without intimating us of your dissatisfaction. In the event of such information being brought to the notice of the Courts, the Courts may adopt the view that you have not attempted to use the mechanism we have made available, and actually direct you to pay costs we bear, regardless of the eventual and final outcome of the case.

It is hence advisable to always contact us for a resolution either through an email or through the telephone numbers provided to let us know of your complaint. Outline yourOutline your complaint and tell us why you feel that our service warrants a complaint.

In the event that a reply does not reach you within two days, give us a call. It is possible that the mail did not reach us, or the concerned desk. Keep the details of the mail addressee and time stamp, ascertain the identity of the resource handling the issue and seek a timeline for a proper reply. Remember to make a note of the person contacted over phone and the time of call.

If the reply remains unsatisfactory, you are then invited to escalate the same to our Senior Technical HeadTechnical Head, Ifif you do not receive a personal reply by mail or phone, make another call and seek confirmation of receipt of message, and resend if necessary. This whole process is intended to permit us to take note of your complaint and resolve it, and to give us fair notice of your dissatisfaction.

At this juncture, if you are of the opinion that it has not been handled the way it should have been, make a suggestion. For instance, a neutral and independent expert could be approached for an opinion perhaps? Make a proposition that is reasonable and fair to all.

Legal rights as per provisions

The contract spells out the terms and conditions by which the services are provided to you. The contract, also known as an “agreement” is available on the ‘Terms and Conditions’ page of our website, and a link to the contract is also available on the order form.

Your legal rights as per the terms of the contract are numerous and binding, such as:

• Receiving the completed order on time
• Receiving work as per specifications
• Receiving work that is free from plagiarism
• Receiving work of a quality that you have desired and ordered
• Receiving amendments to work, if you are not satisfied

Window of cancellation for services

The services that we provide are unique in nature, and your agreement with us is for the provision of such services. Hence, the contract cannot be cancelled, once work on your order has already started. Hence, you will not receive the regular seven-day cooling off period of contracts that come into effect between parties located at different locations. As per the terms, we have provided written and additional confirmation, prior to commencement of the services (and this includes intimation that the cancellation rights will stand nullified the moment execution of the contract begins).

Additional help

The contract/agreement is drafted in plain English, wherever possible. If you happen to find it difficult to understand any portion, send in your queries @ email address provided to you and seek clarifications, we will be happy to issue clarifications.

The terms and conditions notwithstanding, our focus and endeavourendeavor is to ensure that every single customer remains satisfied of all aspects of our service. A classic example of our commitments can be seen from the fact that the conditions specify a window of seven days for a request for amendments. However, we consider amendments, even outside of the window of seven days, and offer amendments wherever justified.