This Grievance Redressal Policy (“Policy”) is issued by DotMik Software Private Limited (“Company”, “DotMik”, “we”, “our”, or “us”) in relation to the platform operated under the brand name “DotMik Mitra” (“Platform”). The Company is committed to maintaining an effective, transparent, and structured grievance handling mechanism for registered retailers, merchants, distributors, business partners, and authorized users of the Platform (“User” or “Users”). This Policy sets out the framework through which Users may communicate complaints, concerns, disputes, service deficiencies, operational issues, or other grievances arising out of or relating to the use of the Platform and associated services. The Company endeavors to review and address grievances in a fair, reasonable, and timely manner in accordance with applicable operational procedures, internal review mechanisms, and compliance requirements.
This Policy shall apply to grievances and complaints relating to the use of the Platform, including but not limited to:
This Policy applies to complaints submitted through electronic communication channels, customer support systems, or written correspondence addressed to the Company.
Users are encouraged to initially contact the customer support team for assistance relating to operational concerns, transaction-related queries, or general service-related issues.
Customer Support Contact Details
Email: info@dotmik.com Mobile & WhatsApp Support: +91 9355880074
The User shall provide complete and accurate information while submitting a complaint, including:
Upon receipt of complete grievance details and supporting information, the Company shall make reasonable efforts to acknowledge, review, and address eligible complaints within approximately three (3) to four (4) working days, subject to operational verification, technical assessment, and dependency on third-party systems or service channels, wherever applicable. The Company reserves the right to seek additional clarification, information, or supporting documentation where necessary for proper examination of the grievance.
In the event that a grievance remains unresolved at Level One, or where the User is dissatisfied with the response or resolution provided by customer support, the User may escalate the matter to the designated Grievance Officer of the Company.
Name: Monesh Sharma Designation: Grievance Officer Email: monesh@dotmik.com The Grievance Officer may review the complaint independently and may examine operational records, transaction history, communications, technical logs, account activity, and supporting documents for the purpose of proper assessment and resolution of the grievance. The Company shall endeavor to provide a response or resolution within seven (7) to fifteen (15) working days from the date of receipt of the escalation request, depending upon the nature, complexity, technical review requirements, or operational dependencies associated with the grievance.
If the grievance remains unresolved after review by the Grievance Officer, or where the User remains dissatisfied with the outcome communicated at Level Two, the matter may be further escalated to the designated escalation authority for final review and administrative consideration.
Name: Karan Arora Designation: Escalation Authority Email: karan@dotmik.com
The escalation authority may undertake a detailed review of the grievance, including examination of:
The Company shall endeavor to provide a final response or decision within thirty (30) working days from the date of receipt of the escalation request, subject to the nature of the grievance and any operational, technical, legal, regulatory, or third-party dependencies involved in the review process.
Users who wish to submit written grievances, notices, representations, or official correspondence in physical form may communicate at the following address:
DotMik Software Private Limited Plot No. 165, Prem Nagar, Block-G, PP-354, Najafgarh, South West Delhi, New Delhi – 110043, India
Users are required to ensure that all information submitted in relation to a grievance is accurate, complete, lawful, and not misleading.
The Company reserves the right to reject, close, or discontinue review of complaints that are:
incomplete or incapable of verification; repetitive in nature without additional supporting information; abusive, defamatory, threatening, or inappropriate; fraudulent, misleading, or malicious; unrelated to the operational scope of the Platform. The timelines provided under this Policy are indicative and may vary depending upon:
operational verification requirements; technical review processes; dependency on third-party systems or service providers; legal or compliance-related considerations; complexity or nature of the grievance. Submission of a grievance shall not automatically entitle the User to compensation, refund, reversal, or any specific outcome unless determined appropriate by the Company following review of the matter.
The Company reserves the right, at its sole discretion and without prior notice, to amend, revise, modify, supplement, replace, or update this Grievance Redressal Policy at any time.
Any revised version of this Policy shall become effective upon publication on the Platform unless otherwise specified by the Company.
This Policy shall be governed by and construed in accordance with the laws of India.
Any dispute, claim, or proceeding arising out of or relating to this Policy shall be subject exclusively to the jurisdiction of the competent courts situated at New Delhi, Delhi, India.