Grievance Redressal Policy
Last updated · Procure Services, operating Parichy
1. Our Grievance Officer
As the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and the Consumer Protection (E-Commerce) Rules, 2020 require, Procure Services names a Grievance Officer to receive and resolve complaints:
- Designation
- Grievance Officer
- Company
- Procure Services
- support@parichy.com
- Address
- Jalgaon, Maharashtra, India
Please write from the email address on your account and include your order number where there is one.
2. What you can complain about
- An order, delivery, return, refund, warranty claim or payment.
- A product or service that is not as described, or a misleading price or claim.
- Your account or sign-in.
- How we handle your personal data — including a request to see, correct or delete it.
- Content on a Smart Profile that is unlawful, infringes your rights, impersonates you or harasses you (see also the Acceptable Use Policy).
- Anything else about how we have treated you.
3. How to complain
- Email the Grievance Officer at the address above with the subject “Grievance”, followed by your order number if you have one — or write to the postal address in the officer’s details.
- Tell us your name and contact details, what happened, what you would like us to do, and anything that helps: order number, screenshots, photos, or the web address of the content you are complaining about.
- We register your complaint, give you a reference and confirm that we have it.
- We look into it, may ask you for more information, and reply with our decision and the reasons for it.
4. How quickly we respond
| Complaint | We acknowledge within | We aim to resolve within |
|---|---|---|
| Orders, delivery, refunds, products, payments, personal data and everything else | 48 hours | 30 days |
| Content on a Smart Profile that is unlawful or infringing, impersonation, or harassment | 24 hours | 15 days |
| Content that exposes a person’s private areas, shows them in nudity or in a sexual act, or impersonates them — including altered or morphed images — reported by that person or on their behalf | 24 hours | We take all reasonable steps to remove or disable access within 24 hours of the complaint |
Orders, delivery, refunds, products, payments, personal data and everything else
- We acknowledge within
- 48 hours
- We aim to resolve within
- 30 days
Content on a Smart Profile that is unlawful or infringing, impersonation, or harassment
- We acknowledge within
- 24 hours
- We aim to resolve within
- 15 days
Content that exposes a person’s private areas, shows them in nudity or in a sexual act, or impersonates them — including altered or morphed images — reported by that person or on their behalf
- We acknowledge within
- 24 hours
- We aim to resolve within
- We take all reasonable steps to remove or disable access within 24 hours of the complaint
If you are not happy with our reply, tell the Grievance Officer and ask for a review. Where we can, a senior person at Procure Services who was not involved in the first response looks at it again and answers you.
5. If you are still not satisfied
- National Consumer Helpline — call 1915 (toll-free) or use consumerhelpline.gov.in to register a complaint and have it taken up with us.
- Consumer Commission — you may file a complaint with the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including where you live or work. Complaints can be filed online through the e-Daakhil portal.
- Personal data — in India, the Data Protection Board of India once the relevant provisions of the DPDP Act are in force; in the UK, the Information Commissioner’s Office; in the European Economic Area, your national data protection authority.
- Content complaints — where Rule 3A of the IT Rules, 2021 applies, you may appeal to the Grievance Appellate Committee within 30 days of our decision.
These are in addition to, and do not replace, any right you have under the law.
6. Court orders and government notices
Orders from a court and notices from a government agency should be sent in writing to the Grievance Officer. We act on a valid order to remove or disable access to content within 36 hours of receiving it. Requests from law-enforcement agencies for information are handled by the same officer and must be lawful and in writing.
7. Fair use of this process
We keep a record of each grievance and how it was resolved, and use those records to improve. We may decline complaints that are duplicates, abusive or made in bad faith; if we do, we tell you why.