Cowrks India Private Limited (“Company”, “We”, “Us”, “Our” to be construed accordingly), a company incorporated under the Companies Act, 2013, with its registered office at Unit No. 804, 8th Floor, Campus 7, Ecoworld, Sarjapur, Marathalli, Outer Ring Road, Bangalore 560103 and its principal place of business at Purva Premiere 135/1, Field Marshal Cariappa Road, Residency Road, Richmond Town, Bengaluru, Karnataka 560025, is committed to the provision of high-quality services and ensuring an exemplary customer experience on Our domain name instantsolutions.cowrks.com (“Website”), the “Converge” mobile phone application (“Application”), and other platforms provided, owned, or operated by the Company (collectively referred to as the “Platform”).
In accordance with the Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011 (“SPDI Rules”), the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules (“Intermediary Rules”), and the Consumer Protection (E-Commerce) Rules, 2020 (“Consumer Protection E-Commerce Rules”), this Grievance Redressal Mechanism Policy (“GRP”) sets forth the framework for addressing and resolving grievances raised by You (“You”, “User”, “Your”, “Yours” to be construed accordingly).
Your use of the Platform, and services available thereon, is governed not only by this GRP but also by the Privacy Policy (available at https://cowrks.com/app-privacy-policy), the Terms of Use (available at https://cowrks.com/terms-of-use) and any amendments, additional guidelines, policies, disclaimers, and supplementary terms made available or issued by Us from time to time (“Additional Terms”). In the event of a conflict between this GRP and the Additional Terms, the latter shall prevail but only to the extent of such conflict.
By using the Platform, You acknowledge and agree to this GRP and give Your consent to enter into a contractual relationship with Us. This GRP aims to ensure that Your grievances are addressed in an accessible, transparent, and efficient manner.
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Definitions
- End Customer refers to any individual, entity, or organization that has accessed, browsed, or availed of any service or product offered through the Platform, whether the transaction has been completed or not
- Grievance refers to any formal complaint or concern raised by an End Customer regarding any aspect of the services or products offered on the Platform, including but not limited to, issues related to content, quality, delivery, payment, refunds, data privacy and other matters pertaining to the computer resource of the Company or any other relevant party, as the case maybe. A Grievance may also pertain to dissatisfaction with the actions or omissions of [Third-party Service Providers, Group Companies, or] the Company itself which may then be appropriately redirected by the Company
- Grievance Officer means the designated individual appointed by the Company for the redressal of Grievances in accordance with the provisions set forth in this GRP and in compliance with the SPDI Rules, the Consumer Protection E-Commerce Rules and the Intermediary Rules
- Group Company/ies refer to the affiliates of the Company that offer products or services on the Platform.
- Resolution Timeframe refers to the period within which a Grievance is expected to be resolved, commencing from the date on which the Grievance was formally registered by the End Customer. The specifics of the Resolution Timeframe are further elaborated upon in this GRP
- Third-party Service Providers refer to any individual, entity, or organisation other than the Company and its Group Companies, that offers products or services on the Platform. These vendors are independent contractors and not agents or employees of the Company.
- Working Days means all days excluding Saturdays, Sundays, and any public holidays, during which the corporate offices of the Company are operational for business purposes. The term is relevant for calculating the Resolution Timeframe for each Grievance
Defined terms used but not defined herein, shall have the meanings ascribed to such terms and expressions in the Terms of Use and Privacy Policy.
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Objectives
The primary aim of this GRP is to establish a structured and efficient mechanism for resolving customer grievances. The policy is designed to ensure transparency and accountability at every stage of the redressal process. By adhering to these principles, We seek to foster trust and confidence among End Customers, thereby reinforcing Our commitment to customer satisfaction and ethical business conduct.
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Eligibility for Filing a Grievance
Who Can File
Only End Customers are eligible to file a Grievance.
What Grievances Can Be Filed
Grievances may relate to any aspect of the services or products offered on the Platform, including but not limited to issues concerning quality, delivery, payment, refunds, and data privacy. Grievances can also address dissatisfaction with the actions or omissions of Third-party Service Providers, the Group Companies, or the Company itself.
Time Limit for Filing
End Customers wishing to file a Grievance must do so within 24 hours from the date of the incident or transaction that led to the Grievance. Grievances filed beyond this period may not be eligible for redressal.
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Types of Grievances
Product, Service, and Third-Party Service Providers and Group Companies Related Issues
Grievances in this category pertain to any aspect of the products or services offered through the Platform. This may include, but is not limited to, issues related to product quality, service delivery, service levels or standards, and vendor conduct or duties.
Payment, Returns, and Refund Issues
Grievances under this heading relate to financial transactions, returns, and refunds. This includes problems or glitches with payment gateways, unauthorized or fraudulent transactions, issues related to the return of products, and delays or errors in refunds.
You understand, accept, and agree that the payment facility provided by the Company is not a banking, financial service, or a payment system but merely a front-end interface that integrates with the payment gateways provided by third-party payment gateways or payment aggregators, with whom the Company has partnered. As such, any Grievance in relation to financial transactions and refunds may be redirected by us to our payment partner (if required) who will resolve such Grievances as per their grievance redressal policy in line with the rules and notification issued by the Reserve Bank of India, including but not limited to the Guidelines on Regulation of Payment Aggregators and Payment Gateways, Harmonisation of Turn Around Time (TAT) and customer compensation for failed transactions using authorised Payment Systems, and the Reserve Bank- Integrated Ombudsman Scheme, 2021.
Privacy and Data Protection
Grievances in this category concern the collection, storage, and use of personal information, in alignment with Our Privacy Policy. This could include unauthorised access to customer accounts, misuse of personal information, privacy infringement issues, erasure/rectification of personal information, withdrawing consent, access personal information processed by Us, details of third-party processors and phishing or concerns regarding data sharing with third parties.
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Channels for Filing Grievances
Platform/Website
End Customers may file a Grievance directly through the Platform by navigating to the designated Grievance Redressal section within the Application or Website.
E-mail
End Customers can also file a Grievance by sending an e-mail to support.converge@cowrks.com. Please include all pertinent details and documentation to facilitate a prompt resolution.
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Procedure for Filing a Grievance
- Identification of Channel: The first step in filing Your Grievance is selecting Your preferred channel. You have the option of using Our Platform, sending an e-mail, or making a phone call. Each channel is designed to be user-friendly and provide You with a straightforward way to voice Your concerns.
- Initiation: Upon selecting Your preferred channel, initiate the Grievance process. If using the Platform/Website, locate and navigate to the designated Grievance Redressal section. If opting for E-mail or Phone, use the contact information provided in paragraph 5 (Channels for Filing Grievances) of this Policy.
- Details: We recommend that You clearly outline the nature of Your Grievance when filing and provide Us with details such as transaction IDs, names of involved parties, dates, screenshots, and other relevant details that can aid in a speedy resolution.
- Proof of Transaction: To facilitate an efficient resolution process, include any available proof of purchase, transaction or the issue faced. This can be in the form of order numbers, invoices, payment confirmations, or rejection messages (if any). To further substantiate Your Grievance, You may also attach any relevant supporting material. This could include photographs of the product, screenshots of correspondence, or any other evidence that You may deem relevant.
- Acknowledgement: Once Your Grievance has been successfully filed, You will receive an acknowledgment within the timeframe as mentioned in paragraph 8.1.
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Escalation Mechanism
For a more detailed understanding of how Your Grievance will be escalated if not resolved satisfactorily, We recommend referring to the escalation mechanism below:
Level 1: Customer Service Team |
The initial point of contact for all Grievances is Our Customer Service Team. You can reach out to them via any of the channels listed in the “Channels for Filing Grievances” section. The team will make all reasonable efforts to resolve Your Grievance at this stage. Alternatively, You may also reach out to Our Customer Service Team through the following:
support.converge@cowrks.com in case of any queries. |
Level 2: Grievance Officer |
If You are not satisfied with the resolution provided by the Customer Service Team, You can escalate the matter to Our Grievance Officer. The details for contacting the Grievance Officer are as follows:
Grievance Officer: Ms. Neha Halgali
Designation: Head, Legal
Address: Cowrks, 135/1, Field Marshal Cariappa Road, Residency Road, Richmond Town, Bengaluru, Karnataka 560025
Email:grievances.converge@cowrks.com
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Resolution Timeframe
- Upon the successful filing of a Grievance, the Grievance Officer will send an initial acknowledgment to the End Customer within 24 (twenty-four) hours, in accordance with the Intermediary Rules. This acknowledgment will confirm the receipt of the Grievance and provide a unique ticket number for ease of tracking and reference, as mandated by the E-commerce Rules.
- Following the acknowledgment, an internal investigation will commence. The goal of this investigation is to thoroughly understand the nature of the Grievance, involve the relevant departments or Third-party Service Providers or the Group Companies, and identify viable solutions. This process will be undertaken with utmost urgency and diligence.
- We commit to resolving the Grievance within a timeframe of 15 (fifteen) days from the date of the initial acknowledgment, as stipulated by the Intermediary Rules. The End Customer will be informed of the final resolution via their chosen method of communication and will have the opportunity to provide feedback on the resolution process. We may also to the extent reasonable, provide the End Customer with reasons for any action taken or not taken by Us in pursuance of the Grievance received by Us.
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Amendments to the Policy
- The Company reserves the right to amend this GRP at its discretion. Any amendments will be undertaken in compliance with existing laws and regulations.
- The End Customers will be notified of any amendments to this GRP via the Platform or through other appropriate channels. It is the responsibility of the End Customer to review any updated versions of this policy.
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Governing Law and Jurisdiction
This GRP is governed by the laws of India. Any dispute arising out of or in connection with this GRP shall be subject to the exclusive jurisdiction of the courts of Bengaluru.