Grievance Redressal

In accordance with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the DPDP Act, 2023, Biz Matrix has appointed a Grievance Officer.

7.1 How to reach us

Send grievances to nexifydigital03@gmail.com.

7.2 Escalation

If a complaint is not resolved satisfactorily, reply to the same email and ask for it to be escalated.

7.3 How to lodge a grievance

Include:

• your name and contact details;
• order or transaction ID, if any;
• nature of the complaint (payment, delivery, privacy, content, or other);
• supporting documents or screenshots;
• the relief sought.

7.4 Timelines

• Acknowledgment: within 48 hours of receipt.
• Resolution: within 15 days for payment, delivery and service issues, and in any event within 30 days for complex matters, consistent with the Consumer Protection (E-Commerce) Rules, 2020.
• Complaints regarding content or takedown are dealt with within the timelines prescribed by the IT Rules, 2021.
• Requests relating to Personal Data rights are handled within the period in the Privacy Policy.

7.5 Records

We maintain a record of grievances and outcomes as required by law.