1. Introduction

At Website Bananewala, we are committed to providing excellent service to our customers. However, we understand that sometimes issues may arise. This Customer Grievance Redressal Mechanism has been established to ensure that all customer complaints and grievances are addressed promptly, fairly, and effectively.

2. Our Commitment

We commit to:

• Acknowledge all complaints within 24 hours
• Treat all customers with respect and fairness
• Investigate complaints thoroughly and impartially
• Provide timely resolutions to grievances
• Maintain confidentiality of complaint details
• Continuously improve our services based on feedback

3. Types of Grievances

You may file a grievance regarding:

• Quality of services delivered
• Delays in project delivery
• Billing or payment disputes
• Refund and cancellation issues
• Communication problems
• Technical support concerns
• Breach of agreed terms and conditions
• Unprofessional conduct by our team
• Privacy or data security concerns
• Any other service-related issues

4. How to File a Grievance

4.1 Step 1: Initial Contact

Before filing a formal grievance, we encourage you to first contact our customer support team:

• Email: info@websitebananewala.com
• Phone: +91-7666266983
• WhatsApp: +91-7666266983

Many issues can be resolved quickly through direct communication with our team.

4.2 Step 2: Formal Grievance Submission

If your issue is not resolved through initial contact, you may file a formal grievance by:

Email Submission:

Send a detailed email to: grievance@websitebananewala.com or info@websitebananewala.com

Written Submission:

Send a written complaint to:
Grievance Redressal Officer
Website Bananewala
Flat number 201, Madhuvanti society
Nanded city, Sinhgad road
Pune, Maharashtra 411041
India

4.3 Information to Include

When filing a grievance, please provide:

• Your full name and contact information
• Order/Invoice number (if applicable)
• Date of service or transaction
• Detailed description of the issue
• Supporting documents (contracts, emails, screenshots, etc.)
• Expected resolution or outcome
• Previous communication history regarding the issue

5. Grievance Resolution Process

Level 1: Customer Support Team (0-3 Business Days)

Your complaint will first be handled by our customer support team who will:

• Acknowledge receipt within 24 hours
• Review your complaint and supporting documents
• Contact you for any additional information if needed
• Attempt to resolve the issue within 3 business days

Level 2: Department Manager (4-7 Business Days)

If the issue is not resolved at Level 1, it will be escalated to the relevant department manager who will:

• Conduct a detailed investigation
• Review all relevant documentation and communications
• Consult with involved team members
• Provide a resolution or action plan within 7 business days from initial complaint

Level 3: Grievance Redressal Officer (8-15 Business Days)

If you remain unsatisfied with the resolution, you may escalate to our Grievance Redressal Officer who will:

• Conduct an independent review of your case
• Examine all previous actions and communications
• Make a final decision on the matter
• Provide a comprehensive written response within 15 business days

6. Grievance Redressal Officer Details

7. Response Time

Level	Handler	Response Time
Acknowledgment	Automated/Support Team	Within 24 hours
Level 1	Customer Support Team	0-3 business days
Level 2	Department Manager	4-7 business days
Level 3	Grievance Redressal Officer	8-15 business days

8. What Happens After Filing?

1. Acknowledgment: You will receive an acknowledgment email with a unique grievance reference number
2. Investigation: We will investigate your complaint thoroughly
3. Updates: You will receive regular updates on the status of your complaint
4. Resolution: We will provide a resolution or explanation for our decision
5. Follow-up: We may follow up to ensure you are satisfied with the resolution

9. Possible Outcomes

Based on our investigation, the following outcomes are possible:

• Complaint Upheld: We agree with your complaint and will take corrective action
• Partial Resolution: We partially agree and offer a compromise solution
• Complaint Not Upheld: We provide reasons why we cannot agree with your complaint
• Compensation/Refund: Where applicable, we may offer compensation or refund
• Service Improvement: We may implement changes to prevent similar issues

10. Your Rights

As a customer, you have the right to:

• File a complaint without fear of retaliation or discrimination
• Receive a timely and fair response to your complaint
• Know the status of your complaint at any time
• Escalate your complaint to higher levels if unsatisfied
• Request copies of all correspondence related to your complaint
• Seek external dispute resolution if internal resolution fails

11. Complaint Tracking

You can track the status of your complaint by:

• Using your unique grievance reference number
• Emailing us at info@websitebananewala.com
• Calling us at +91-7666266983

12. Escalation Beyond Website Bananewala

If you remain unsatisfied after exhausting our internal grievance redressal mechanism, you may seek external dispute resolution through:

• Consumer Forums: You may approach the District Consumer Forum, State Consumer Commission, or National Consumer Disputes Redressal Commission as applicable
• Legal Recourse: You have the right to seek legal remedy through courts of law in Pune, Maharashtra, India
• Industry Bodies: You may contact relevant IT industry associations or regulatory bodies

13. What We Cannot Help With

Please note that our grievance mechanism does not cover:

• Complaints about third-party services (payment gateways, domain registrars, etc.)
• Matters already resolved through mutual agreement
• Complaints related to lawful policy changes
• Issues arising from client-side errors or negligence
• Vexatious or frivolous complaints
• Complaints filed more than 90 days after the incident

14. Confidentiality

All grievances are treated with strict confidentiality. Information related to your complaint will only be shared with:

• Team members directly involved in resolving the issue
• Senior management for escalated cases
• Legal or regulatory authorities if required by law

15. No Retaliation Policy

We have a strict no-retaliation policy. Filing a complaint will not:

• Affect your ongoing or future services with us
• Result in any discriminatory treatment
• Impact your relationship with our company

16. Continuous Improvement

We value all feedback and complaints as opportunities to improve. We regularly:

• Analyze complaint patterns and trends
• Implement process improvements based on feedback
• Train our team to prevent recurring issues
• Update our policies and procedures as needed

17. Contact Information