Grievance Redressal Policy

📌 Overview & Purpose

CapHanu Enterprise aims to provide a fair, transparent, documented, and timely grievance redressal mechanism for issues related to orders, products, payments, refunds, returns, cancellations, delivery, seller marketplace, warranty, wallet, CapCoins, referrals, affiliates, digital products, custom products, privacy, account security, and platform usage.

This Grievance Redressal Policy applies to all users of CapHanu Enterprise including customers, registered users, guest buyers where applicable, sellers, vendors, B2B buyers, affiliates, referral users, digital product buyers, custom product customers, rights holders, and any person who has a legitimate complaint relating to platform services.

🧭 What This Policy Covers

A grievance means a genuine concern, complaint, dispute, dissatisfaction, unresolved support matter, legal/compliance issue, privacy request, or platform-related issue raised by an eligible person. The issue should be connected with CapHanu Enterprise platform, order, seller, product, payment, service, communication, or data handling.

👤 Grievance Officer / Nodal Contact

CapHanu Enterprise provides a designated grievance contact for complaint acknowledgement, tracking, escalation, and resolution coordination. The grievance contact may coordinate with customer support, seller team, payment team, delivery partners, privacy team, legal/compliance team, and relevant internal departments.

If a specific named Grievance Officer is appointed separately, CapHanu Enterprise may update this page with name/designation details. Users should use the official email and support channel mentioned here unless a newer official contact is published.

📋 Types of Complaints Accepted

CapHanu Enterprise may accept and process grievances under the following broad categories:

• Order not confirmed, wrong product, damaged product, missing item, defective product, expired product, or product mismatch.
• Refund delay, failed payment, duplicate payment, wallet issue, CapCoin issue, coupon issue, chargeback or payment dispute.
• Late delivery, courier issue, wrong tracking, RTO dispute, package tampering, delivery refusal dispute, or non-delivery claim.
• Return, replacement, exchange, cancellation, warranty, service center, or inspection dispute.
• Seller-related issues such as fake listing, counterfeit product, seller misconduct, warranty mismatch, invoice issue, packaging issue, or misleading product information.
• Digital product download/access issue, license issue, corrupted file, download limit issue, or unauthorized digital content concern.
• Custom product issue such as wrong design, print mismatch, spelling approval dispute, file quality dispute, or production delay.
• Referral, affiliate, loyalty, VIP, wallet, CapCoin, gift card, voucher, or promotional reward issue.
• Account access, OTP, unauthorized login, suspicious transaction, fraud, phishing, or security concern.
• Privacy or personal data concern, correction request, erasure request, consent withdrawal concern, or data grievance.
• IP complaint, counterfeit report, restricted product report, prohibited product report, unsafe product report, or legal/compliance issue.

📨 How to Raise a Grievance

To help us resolve complaints quickly, users should provide complete and correct information. Incomplete complaints may take longer to process or may be rejected if essential details are missing.

Complaints may be submitted through official email, support ticket, order dashboard, contact page, or other official channels enabled by CapHanu Enterprise. Users should not share OTP, UPI PIN, card PIN, full card number, CVV, passwords, or sensitive bank credentials in any grievance.

⏱️ Acknowledgement & Resolution Timelines

CapHanu Enterprise aims to acknowledge consumer complaints within 48 hours and work towards resolution within one month from the date of receipt wherever applicable and practical. Some issues may be resolved faster, while complex issues may require verification from sellers, courier partners, payment gateways, banks, service centers, rights holders, or internal teams.

Timeline may pause or extend if the user does not provide required proof, if external partner verification is pending, or if the issue involves bank/courier/seller/legal/privacy review.

✅ Possible Resolution Types

Depending on the issue and policy eligibility, CapHanu Enterprise may offer one or more of the following resolutions:

• Order status update, tracking correction, delivery follow-up, or courier escalation.
• Refund to original payment mode, wallet credit, store credit, or approved refund mode.
• Replacement, exchange, missing item support, repair coordination, or warranty guidance.
• Coupon/CapCoin/wallet correction, benefit reversal correction, or reward status explanation.
• Seller warning, listing correction, product removal, seller penalty, payout hold, or seller account action.
• Account security reset, OTP/session review, login support, or suspicious activity guidance.
• Privacy request processing, data correction, account update, consent-related response, or data grievance response.
• Complaint rejection with reason if request is not eligible, proof is insufficient, policy does not allow, or claim is false/abusive.

⬆️ Escalation Process

If a complaint is not resolved at the first support level, the user may request escalation. Escalation should include the original ticket/reference number, issue summary, previous responses, and why the user believes the resolution is incomplete or incorrect.

• Level 1: Customer support / order support / seller support reviews the basic issue.
• Level 2: Specialist team reviews payment, refund, courier, seller, product, warranty, wallet, or policy-specific issue.
• Level 3: Grievance Officer / authorized grievance contact reviews unresolved or serious complaints.
• Level 4: Legal/compliance/privacy/IP review may be involved where required.

Escalation does not guarantee a different outcome. It ensures that the complaint is reviewed at the appropriate level based on evidence, policy, and applicable rules.

🔐 Privacy & Personal Data Grievance

Users may raise privacy-related grievances regarding personal data processing, correction, updating, erasure, consent, account data, unauthorized access, communication preferences, or privacy rights. Such requests may require identity/account verification before action is taken.

• Users should clearly mention whether the request is for access, correction, update, erasure, consent withdrawal, account concern, or data misuse complaint.
• CapHanu Enterprise may need to retain certain data for legal, tax, fraud prevention, order record, payment, refund, security, audit, or dispute purposes.
• Data deletion may not remove order invoices, transaction records, legal records, or records required by law.
• If the request relates to a child/minor or another person, proof of authority may be required.
• Privacy grievances will be handled according to Privacy Policy and applicable data protection requirements.

🏪 Seller Grievance Handling

Sellers may raise grievances for payout, commission, deduction, listing removal, product rejection, seller account restriction, return dispute, RTO dispute, customer complaint, tax/invoice issue, campaign charge, penalty, or policy action.

• Seller must provide seller ID, order ID, product ID, payout statement, invoice, dispatch proof, packing proof, return inspection proof, or relevant documents.
• CapHanu Enterprise may review seller records, customer proof, courier data, payment records, support logs, and policy compliance.
• Seller payout may remain on hold during investigation if refund, chargeback, legal, counterfeit, product safety, or fraud risk exists.
• Seller disputes must be raised within the applicable statement or dispute timeline where such timeline is defined.
• Abusive, fraudulent, forged, or unsupported seller claims may be rejected and may lead to account action.

©️ IP, Counterfeit, Restricted Product & Legal Complaints

Rights holders, customers, sellers, or users may report counterfeit products, unauthorized brand use, copyright infringement, copied product images, fake listings, restricted products, unsafe products, or legal violations.

• Complaint should include product link, seller name, order ID if available, proof of rights/ownership where applicable, screenshots, and clear explanation.
• CapHanu Enterprise may temporarily remove or restrict listing during review.
• Seller may be asked for invoice, brand authorization, certificate, license, supplier proof, or explanation.
• False or bad-faith complaints may be rejected and may lead to action against the complainant where appropriate.
• Serious legal or safety matters may be escalated to compliance/legal review.

🛡️ Fraud, Abuse & False Complaints

CapHanu Enterprise may reject or restrict complaints that appear fraudulent, abusive, repetitive, misleading, unsupported, or intended to misuse platform policies.

• Fake unboxing videos, edited photos, false damage claims, product switching, or fake missing item claims are prohibited.
• Abusive language, threats, harassment, blackmail, fake legal claims, or unreasonable demands may lead to restricted support access.
• Repeated false complaints may affect return/refund eligibility, COD eligibility, wallet/CapCoin benefits, or account standing.
• CapHanu Enterprise may use order records, payment logs, courier records, device signals, return history, seller proof, and support history to detect misuse.
• Fraudulent activity may lead to account restriction, reward reversal, order cancellation, payout hold, or legal action where necessary.

📚 Records, Evidence & Confidentiality

CapHanu Enterprise may maintain complaint records, support tickets, call notes, emails, chat messages, order details, payment records, seller responses, courier evidence, photos, videos, privacy requests, and resolution logs for support, audit, legal, tax, fraud prevention, and compliance purposes.

• Complaint records may be shared internally only with teams needed to resolve the issue.
• Relevant details may be shared with seller, courier, payment gateway, bank, service center, legal advisor, rights holder, or authority where necessary.
• Users should not share unnecessary sensitive personal data in complaints.
• Complaint data will be handled according to Privacy Policy and applicable data protection requirements.
• Records may be retained even after complaint closure where required for business, legal, security, or audit purposes.

🏛️ External Remedies & Consumer Forums

CapHanu Enterprise encourages users to first use official platform grievance channels so that the issue can be reviewed and resolved quickly. If the user is not satisfied with the resolution or has legal rights under applicable law, they may choose appropriate external remedies available under applicable consumer, data protection, cyber, civil, or other laws.

• Consumer complaints may be taken to appropriate consumer helpline/forum/commission where legally available.
• Payment disputes may also involve bank/payment gateway processes depending on payment method.
• Privacy matters may follow remedies available under applicable data protection framework.
• IP/legal disputes may require rights-holder legal process, notices, or appropriate authority/court where necessary.

This policy does not limit any non-waivable legal rights available to users under applicable law.

🔄 Policy Updates

CapHanu Enterprise may update this Grievance Redressal Policy due to legal changes, customer support process changes, marketplace expansion, data protection requirements, payment/shipping changes, fraud prevention, seller rules, or platform improvements.

Updated versions will be published on this page with the latest update date. Continued use of the platform after updates means the user acknowledges the revised policy.

📩 Contact & Grievance Support

For customer grievance, seller grievance, payment complaint, privacy request, IP complaint, product safety report, refund dispute, delivery dispute, account security issue, or unresolved support concern, contact official CapHanu Enterprise support channels with complete details and proof.

Please do not share OTP, password, UPI PIN, card PIN, CVV, full card number, or unnecessary sensitive data. Share order ID, ticket ID, transaction reference, product link, photos/videos, and issue details only through official channels.