This Grievance Policy ("Policy") outlines the process for addressing complaints and grievances related to the services provided through the Fresh Frontier website (freshfrontier.in) and mobile application (the "App") (collectively, the "Platform"), operated by FRESH FRONTIER TECHNOLOGIES PRIVATE LIMITED ("we," "us," or "our"), a company incorporated under the laws of India with its registered office at OFFICE NO. 509, 5th FLOOR LUNKAD SKY STATION, NEAR HDFC BANK, VIMAN NAGAR, PUNE - 411014.

We are committed to providing high-quality quick commerce services for organic products and value your feedback. This Policy ensures that all grievances are handled fairly, transparently, and efficiently in compliance with applicable laws, including the Consumer Protection Act, 2019, and relevant e-commerce regulations in India. By using the Platform, you agree to this Policy. We reserve the right to update this Policy at any time, and your continued use of the Platform constitutes acceptance of any changes.

1. What Constitutes a Grievance?

A grievance includes any complaint, concern, or dissatisfaction regarding:

• Product quality, freshness, or organic certification.
• Order processing, delivery delays, or failed deliveries.
• Payment issues, refunds, or returns.
• Customer service interactions.
• Privacy concerns or data handling.
• Platform functionality or technical issues.
• Any other matter related to our services.

This Policy does not cover disputes that are subject to legal proceedings or matters outside our control (e.g., third-party payment gateway issues).

2. How to File a Grievance

To file a grievance, please provide the following details for prompt resolution:

• Your name, contact number, and email address.
• Order ID (if applicable).
• Description of the issue, including date and time.
• Supporting evidence (e.g., photos, screenshots, or receipts).
• Desired resolution (e.g., refund, replacement, or apology).

You can submit your grievance through:

• Email: Send to frontierfresh1@gmail.com with the subject line "Grievance: [Brief Description]".
• Phone: Call our customer support at 8676864772 during business hours (9 AM to 6 PM IST, Monday to Saturday).
• In-App/Website Form: Use the "Contact Us" or "Support" section on the Platform to submit a ticket.
• Postal Mail: Send to our registered address: FI 303, Heaven Height, Sr 65/6B/6A/4, Hadapsar, Pune City, Pune-411028, Maharashtra, India.

We encourage using electronic methods for faster processing.

3. Acknowledgment and Timeline

• Acknowledgment: Upon receipt, we will acknowledge your grievance within 48 hours via email or SMS, providing a unique reference number for tracking.
• Investigation: Our team will investigate the matter thoroughly, which may involve contacting you for additional information.
• Resolution Timeline:
  • Simple issues (e.g., minor order discrepancies): Resolved within 3-5 business days.
  • Complex issues (e.g., quality disputes or refunds): Resolved within 7-15 business days.
  • If more time is needed, we will notify you with an updated timeline and reasons.
• Communication: You will receive updates on the status via your preferred contact method.

4. Resolution Process

• Initial Review: A dedicated grievance officer will assess your complaint and propose a resolution based on our policies (e.g., Refund & Return Policy, Shipping & Delivery Policy).
• Fair Assessment: We ensure impartiality and may consult internal teams or external experts if required.
• Possible Outcomes: Resolutions may include refunds, replacements, credits, apologies, or corrective actions. We aim for mutually satisfactory solutions.
• Closure: Once resolved, we will notify you and seek your confirmation. If unresolved to your satisfaction, you may escalate as per Section 5.

5. Escalation

If you are not satisfied with the initial resolution:

• Escalate to our Grievance Officer by emailing frontierfresh1@gmail.com with your reference number and reasons for dissatisfaction.
• The Grievance Officer will review and respond within 7 business days.
• For further escalation, you may approach consumer forums, district consumer disputes redressal commissions, or other regulatory bodies as per Indian law.

Grievance Officer Details:

• Name: [To be appointed; currently handled by Customer Support Lead]
• Email: frontierfresh1@gmail.com
• Phone: 8676864772

6. Confidentiality and Data Protection

All grievances are treated confidentially. Personal information provided will be used solely for resolution purposes and in accordance with our Privacy Policy. We do not share details with third parties unless required by law.

7. Prevention and Feedback

We continuously improve our services based on grievances received. Anonymous feedback is welcome through our Platform to help prevent future issues.

8. Limitations

• Frivolous or malicious grievances may be rejected, and repeated abuse could lead to account suspension.
• We are not liable for grievances arising from misuse of the Platform or force majeure events.

9. Governing Law

This Policy is governed by the laws of India. Any disputes arising from this Policy shall be resolved exclusively in the courts of Pune, Maharashtra.

10. Contact Us

For any questions or assistance, please reach out to:

• Email: frontierfresh1@gmail.com
• Phone: 8676864772
• Address: OFFICE NO. 509, 5th FLOOR LUNKAD SKY STATION, NEAR HDFC BANK, VIMAN NAGAR, PUNE - 411014

Thank you for trusting Fresh Frontier. We are dedicated to resolving your concerns promptly and fairly.