Grievance Redressal Policy | THOTFY
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Grievance Redressal Policy

At Thotfy, we’re committed to providing every buyer with a smooth, secure, and satisfying shopping experience. If you face any issue with your order, seller interaction, or the platform, this Grievance Redressal Policy outlines how you can raise concerns and how we resolve them.

1. Purpose

This policy aims to:

  • Address buyer complaints in a timely, fair, and effective manner.
  • Build trust through transparency and accountability.
  • Ensure compliance with applicable e-commerce consumer protection laws.

2. Scope

This policy covers grievances related to:

  • Product quality or misrepresentation
  • Non-receipt or delay in delivery
  • Return/refund/replacement issues
  • Seller misconduct or unresponsiveness
  • Technical problems during order or payment
  • Any violation of Thotfy’s policies affecting buyers

3. How to Raise a Complaint

📧 Step 1: Email Support

Send your complaint to support@thotfy.com with:

  • Order ID
  • Clear description of the issue
  • Supporting evidence (e.g., images, screenshots)

You’ll receive an acknowledgment within 24 working hours.

📝 Step 2: Escalation (If Unresolved in 5 Days)

If your issue isn’t resolved within 5 business days, you can escalate by writing to:

Grievance Officer
Email: vishnu@thotfy.com
Subject Line: Grievance Escalation – Order ID #______

We aim to resolve escalated complaints within 7 business days.

4. Grievance Handling Process

  1. Acknowledgement: Within 24 working hours
  2. Initial Resolution: Within 3–5 business days (via support)
  3. Escalated Resolution: Within 7 business days (by Grievance Officer)
  4. Final Closure: Complaint marked as resolved/closed and confirmed to buyer

5. Grievance Officer Details

As per IT and e-commerce regulations:

Name: [To be appointed]
Email: grievance@thotfy.com
Working Hours: Monday to Friday, 10 AM – 5 PM
Response Time: Within 7 working days of escalation

(Details will be updated as per final appointment.)

6. Important Notes

  • False or abusive complaints may result in account restrictions.
  • Thotfy’s role is to mediate fairly between the buyer and seller.
  • All communication related to grievances must be made in good faith and in a respectful manner.

7. Consumer Protection Compliance

This policy complies with the Consumer Protection (E-Commerce) Rules, 2020 under Indian law, ensuring:

  • Transparency in complaint resolution
  • Availability of a grievance officer
  • Buyer protection on marketplace platforms

8. We’re Here to Help

Your experience matters to us. If something goes wrong, we’re here to make it right. Whether it’s a late delivery or a damaged product, we’ll assist you every step of the way.

For quick help:
📧 support@thotfy.com
📞 WhatsApp support available on request

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