Grievance Redressal Policy

At Fabrivo, operated by Chronomaxit Solutions Private Limited, every click, tap, and checkout is designed to work smoothly. Still, even the most thoughtfully built digital experiences can sometimes miss a step. When that happens, this policy exists to make sure you are heard, understood, and supported without confusion or friction.  

This Grievance Redressal Policy explains how you can share concerns related to your experience on our platform and how we respond to them with care, clarity, and accountability. Whether you are browsing, purchasing, or following up after an order, your comfort and confidence matter to us.  

Throughout this policy, references to “we,” “our,” or “us” mean Fabrivo. References to “you,” “your,” or “customer” mean the individual using our website or services. By accessing our platform or placing an order, you agree to the terms outlined here. If anything feels unclear, reaching out is always a good first step. We are here to help, not to complicate things.  

Every message you send helps us improve how our systems work and how our people respond.  

What Is a Grievance  

A grievance is any concern, dissatisfaction, or issue you may experience while interacting with our website or services. It can relate to a product, a process, or the overall experience. Examples may include:  

• Receiving an item that is damaged or different from what was ordered  
• Delays in delivery  
• Payment-related concerns  
• Issues with returns, refunds, or exchanges  
• Lack of clarity or dissatisfaction with support or policies  

If something does not feel right, it is worth sharing. No concern is too small to be acknowledged, and no question is unwelcome.  

How to Raise a Grievance  

We have kept the process simple so you can focus on the solution, not the steps.  

• Visit Our Support Pages:  Head to the Help Centre or Contact Us section available on our website or app.  
• Select the Right Category:  Choose the option that best describes your concern. This helps route your message to the right team without delay.  
• Share the Details:  Provide your order ID, a brief explanation of the issue, and any helpful images or documents. Clear details help us respond faster and more accurately.  

Once submitted, your grievance is reviewed carefully. You will receive a response from our team, and you can expect communication that is clear and respectful throughout.  

Escalation to Grievance Officer  

If you feel that your concern has not been fully resolved through our customer support channels, you may escalate the matter to our Grievance Redressal Officer.  

The Grievance Officer reviews escalated cases independently and ensures they are handled fairly, transparently, and in line with the Information Technology Act, 2000, along with other applicable laws. You may contact the officer directly by emailing Chronomaxitauthorizes@gmail.com, Chronomaxitauthorize@gmail.com. Every escalated concern is taken seriously and reviewed with fresh perspective.  

Grievance Handling Process  

Once we receive your grievance, the process generally follows these steps:  

• Acknowledgment:  You will receive a confirmation within 48 hours acknowledging that your grievance has been received.  
• Progress Updates:  A unique reference or ticket ID is shared so you can check the progress of your concern.  
• Resolution Timeline:  Most grievances are resolved within 7 working days, unless a different timeline is required by law.  
• Status Updates:  You will be kept informed as your grievance moves through review and resolution stages.  

Our aim is to resolve issues thoughtfully, not hastily, while keeping you informed at every step.  

Closure of Grievance  

A grievance is considered closed under any of the following circumstances:  

• A resolution has been provided that addresses your concern satisfactorily  
• We have shared a proposed solution and do not receive further communication from you within a reasonable time  
• A final decision has been communicated in accordance with our internal processes and legal requirements  

Even after closure, you are welcome to reach out again if you need additional assistance related to the same concern.  

Reach Out Anytime  

If you have questions, need clarification, or wish to raise a grievance, you can contact us by emailing Chronomaxitauthorizes@gmail.com, Chronomaxitauthorize@gmail.com. Our team is committed to responding promptly and helpfully, because no one enjoys being left waiting for answers.  

A Quick Reminder  

This policy may be updated from time to time to reflect changes in regulations, technology, or how we serve our users. For the latest version, please review our Terms of Use and Privacy Policy pages. Your feedback helps shape a better experience, and we appreciate you taking the time to share it.