Grievance Redressal Policy

Poojaradhana is committed to addressing complaints fairly and promptly. This policy describes how to raise a grievance, the timelines within which we aim to respond, and how matters are escalated. It is published in accordance with applicable consumer protection and information technology rules.

1. What you can raise

You may raise a grievance regarding a booking, a payment or refund, the conduct of an assigned pandit, the handling of your personal information, or any other aspect of the service. Please include your booking reference (where applicable) and a clear description of the issue so we can assist you efficiently.

2. Grievance Officer

In accordance with applicable law, the contact details of our Grievance Officer are:

• Name: Poojaradhana Grievance Cell
• Designation: Grievance Officer
• Email: grievance@poojaradhana.in
• Phone: +91 80 4718 2200
• Address: Poojaradhana, 4th Floor, Prestige Towers, MG Road, Bengaluru, Karnataka 560001, India
• Working hours: Mon–Sat, 9am–7pm IST

The Grievance Officer is the designated point of contact for complaints that have not been resolved through standard support.

3. Response and resolution timelines

We aim to acknowledge a grievance within 48 hours of receipt and to resolve it within 30 days, or within the timelines prescribed under applicable law, whichever is earlier. If a matter requires additional time, we will keep you informed of the status and expected resolution.

4. Escalation process

Grievances are handled in the following order:

• Level 1 — Customer support: raise a ticket or contact us through the channels in our Consumer Support Policy.
• Level 2 — Grievance Officer: if the response at Level 1 is unsatisfactory or the timeline lapses, contact the Grievance Officer using the details above.
• Level 3 — External remedies: if the matter remains unresolved, you may pursue remedies available to you under applicable consumer protection law.

5. Records

We maintain records of grievances and their resolution for the period required under applicable law, and use them to improve our services.