Grievance Redressal

Almost everything is settled at level one. Escalate only if you need to — but do escalate rather than give up on it.

1. Level 1 — Support. Reply to any order email, use the contact form, or raise it from the order in your dashboard. Most questions are answered within one working day and most problems are closed the same day.
2. Level 2 — Grievance Officer. If support has not resolved it within 3 working days, or the matter is serious enough to bypass that, write to the officer named in section 2. You do not have to exhaust level one first; it is simply faster for ordinary problems.
3. Level 3 — External. If you remain dissatisfied after our final written response, section 7 lists the bodies you can approach. We will give you our final response in writing precisely so that you have something to take with you.

You will not be penalised in any way for escalating, and it will not affect how an engagement in progress is delivered.

General support, which is where most things should start: info@unistacktech.com · +917207465764.

The officer is a named person with the authority to order a refund, reassign an engagement or overrule a delivery decision. Complaints are not answered by a shared mailbox that nobody owns.

Give us these five things and there is a fair chance the first reply resolves it.

• Your order number — it looks like US260824ABCDE and appears on your confirmation email, your invoice and the order in your dashboard.
• The email address used on the order, and write from it if you can.
• A short factual description of what happened, and when.
• Anything supporting it: a screenshot, the deliverable, the pull request, the email thread, the date that slipped.
• What you would like done — a fix, a revision round, a swap, a refund, or simply an explanation.

Write in English or Hindi. If neither is comfortable, tell us and we will find someone who can read your language rather than ask you to translate a complaint.

Where the law and our own policy set different limits, the shorter one applies. If a matter genuinely needs longer than the stated window, we tell you inside that window, explain why, and give a date — we do not let a deadline pass quietly and hope you have forgotten.

1. It is logged against your order and given a ticket reference, which arrives with the acknowledgement.
2. A named person takes it. You are told who, and you deal with that person throughout rather than repeating yourself to a queue.
3. We look at the record. The brief, the commits, the delivery dates, the correspondence and the payment trail. Not just what the engineer remembers.
4. We come back in writing with a finding, what we are doing about it, and what happens if you disagree.
5. We fix the cause where the complaint reveals one, and say what changed. A complaint that only produces an apology has been half wasted.

Anybody named in a complaint has no say in how it is decided.

If your complaint concerns personal data — a request for access, correction or erasure, a withdrawal of consent, or a worry about how data was handled — the same officer handles it in the role of grievance contact under the DPDP Act, 2023.

• Say clearly which right you are exercising, so that the 30-day clock is unambiguous.
• We may ask a question or two to confirm your identity before acting on a data request. That protects you rather than us.
• There is no charge for exercising any right under the Act.

The Privacy Notice sets out what we hold, why, for how long and who else processes it.

If our final written response does not satisfy you, these routes are open to you, and using them costs nothing.

• National Consumer Helpline — dial 1915, or file online at consumerhelpline.gov.in.
• The consumer commission with jurisdiction over where you live, under the Consumer Protection Act, 2019. District, state or national depending on the amount involved.
• The Data Protection Board of India, for complaints specifically about personal data under the DPDP Act, 2023, once you have raised the matter with our Grievance Officer first.
• Your bank or UPI provider, for a payment dispute — though please try us first, because a chargeback freezes the order and takes considerably longer than a refund does.

We will not treat an approach to any of these as hostile, and we will co-operate with the process and provide our records.

Every grievance is logged with its date, its substance, who handled it, what was decided and when it closed. Records are kept for at least three years, and you may request a copy of the record relating to your own complaint at any time.

The log is reviewed monthly for patterns. Where several complaints point at the same cause, the fix goes into how we deliver rather than into how we reply.

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