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Effective Date: 2025-02-05
Platform: mOOm – Har Ghar Ki Dukan, operated by MOKAMMBIKA VENTURES PRIVATE LIMITED
CIN: U47912UP2025PTC222869
Registered Office: MOKAMMBIKA VENTURES PRIVATE LIMITED, C/O Mrityunjay Kumar, Lutfabad Bachhouli, Banket, Bikapur, Faizabad – 224204, Uttar Pradesh, India
Grievance Redressal Policy
Purpose: This Grievance Redressal Policy outlines the procedure for customers to lodge complaints, escalate issues, and receive prompt resolution. It is designed to ensure a transparent, fair, and responsive process in compliance with applicable Indian e-commerce laws and regulations.
Scope: This policy applies to all complaints related to the following:
* Orders, cancellations, and returns
* Payments and refunds
* Product quality or misrepresentation
* Vendor or partner-related issues
* Platform functionality or service delivery
Complaint Submission: Customers may submit grievances through the following channels:
* Email: support@moompl.com
* Website/App: https://moompl.com → “Contact Us” → “Grievance Form”
* Phone: \[To be updated if available]
Please provide the following information when submitting a grievance:
* Order ID or transaction details
* A detailed description of the issue
* Supporting documents or images, if applicable
Acknowledgment: All grievances will be acknowledged within 48 business hours of receipt. Customers will receive a reference number to track the status of their complaint.
Resolution Process: Grievances will be reviewed by our Customer Support / Grievance Team. The team will investigate the complaint and coordinate with relevant departments, including vendors, logistics, or finance, as necessary. Customers will receive a resolution or substantive response within 15 business days.
Escalation: If a grievance is not resolved to the customer's satisfaction, the customer may escalate the issue to the Grievance Officer via email at support@moompl.com. Please provide the complaint reference number and all supporting details. The Grievance Officer will review the issue and provide a final resolution within a reasonable timeframe.
Governing Law and Jurisdiction: This Grievance Redressal Policy and all related dispute resolution shall be governed by and construed in accordance with the laws of India. The courts of Faizabad (Ayodhya), Uttar Pradesh, India shall have exclusive jurisdiction over any legal matters arising hereunder.
Customer Rights: Customers have the right to receive timely updates, fair resolution of their complaints, and the ability to escalate issues if they remain unsatisfied. mOOm is committed to protecting customer rights in accordance with the Consumer Protection Act, 2019 and the E-Commerce Rules, 2020.
Contact Information: For grievance submission or assistance, please contact:
MOKAMMBIKA VENTURES PRIVATE LIMITED
Email: support@moompl.com
Website: https://moompl.com
Address: C/O Mrityunjay Kumar, Lutfabad Bachhouli, Banket, Bikapur, Faizabad – 224204, Uttar Pradesh, India
