Grievance Redressal

Most issues are settled at the first level. Escalate if you need to, 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.
2. Level 2: Grievance Officer. If support has not resolved the matter, or it is serious enough to skip that step, write to the officer in section 2. You do not have to go through support first; it is simply quicker for everyday problems.
3. Level 3: External. If you are still dissatisfied after our final written response, section 7 lists the bodies you can approach. We give our final response in writing so you have a record to take with you.

Escalating a complaint will never count against you or affect how an engagement in progress is delivered.

General support, where most things should start: care@noteepoiint.com · 9599184870.

The Grievance Officer has the authority to order a refund, reassign an engagement or overturn a delivery decision.

With these details, the first reply can often resolve the matter.

• Your order number. It begins with NP 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 that supports it: a screenshot, the deliverable, the pull request, the email thread or the missed date.
• What you would like us to do: a fix, a switch, a refund or simply an explanation.

Where the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 apply, their shorter limits (acknowledgement within 24 hours and resolution within 15 days) apply instead. If a matter genuinely needs longer than a stated window, we tell you within that window, explain why and give a date.

1. It is logged against your order and given a reference, which you receive with the acknowledgement.
2. A named person takes ownership. You are told who, and deal with that person throughout.
3. We review the record: the brief, the commits, the delivery dates, the correspondence and the payment trail.
4. We reply in writing with our finding, what we will do about it, and what you can do if you disagree.
5. We fix the cause where the complaint reveals one, and tell you what changed.

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

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

• Say clearly which right you are exercising, so the timeline is unambiguous.
• We may ask a question or two to confirm your identity before acting. That protects you.
• Exercising your rights under the Act is free.

The Privacy Notice explains 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 at no cost.

• National Consumer Helpline: call 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 about personal data under the DPDP Act, 2023, once you have first raised the matter with our Grievance Officer.
• Your bank or UPI provider, for a payment dispute. Please try us first: a chargeback freezes the order and usually takes longer than a refund.

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

Every grievance is logged with its date, substance, handler, decision and closing date, and kept for as long as the consumer-protection rules expect. You can ask for a copy of the record of your own complaint at any time.

We review the log for patterns, so that where several complaints share a cause, the fix goes into how we deliver.

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