This policy applies to Chandigarh Pets Online operating from 16C, Gold City 2, 3rd, Badala Chowk, Kharar, SAS Nagar, Punjab 140301 · [email protected] · +919056923969.

Grievance Redressal Policy

Chandigarh Pets Online (Owned and operated by SMBS MARKETING SOLUTIONS (MSME / Udyam: UDYAM-PB-20-0140498), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.

Operational note: Seasonal shade in summer and warmth in winter can move a tricity handover slot for animal welfare.

The website www.chandigarhpets.in (and its associated mobile/web applications, hereinafter referred to as "Chandigarh Pets Online" or "Platform") is owned and operated by SMBS MARKETING SOLUTIONS (MSME / Udyam: UDYAM-PB-20-0140498) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at 16C, Gold City 2, 3rd, Badala Chowk, Kharar, SAS Nagar, Punjab 140301.

1. How to Submit a Grievance

Submit grievances in writing to [email protected], covering your order number, registered contact details, a clear description of the issue, the outcome sought, and supporting evidence (unedited photographs or video, and veterinary documentation on official letterhead with seal, signature and registration number).

2. Acknowledgement and Resolution Timelines

Acknowledgement	Within 48 hours of receipt. Complaints about unlawful or objectionable content are acknowledged within 24 hours.
Consumer grievances	Resolved within one month.
Content / IT Rules complaints	Disposed of within 15 days.
Court or government removal order	Actioned within 36 hours.
Data privacy requests	Actioned subject to statutory retention (5 years from last transaction).

3. Escalation

Level 1 — Support: [email protected] or +919056923969.
Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
Level 3 — Statutory remedies: National Consumer Helpline (1915), or the relevant Consumer Disputes Redressal Commission.

4. What This Policy Does Not Cover

Requests to reverse a transaction already refunded in full — that is a closed commercial matter.
Demands made through intimidation or coercion — see our Anti-Harassment & Zero-Tolerance Extortion Policy.
Claims outside the windows in our Refund Policy.

For questions about this Grievance Redressal Policy:

Nodal Grievance / Data Privacy Officer	Roja R — Data Privacy Officer & Nodal Grievance Officer
Grievance / Support Email	[email protected]
Data Privacy / Security Email	[email protected]
Helpline	+919065923969
Head Office	16C, Gold City 2, 3rd, Badala Chowk, Kharar, SAS Nagar, Punjab 140301
Registered Address	16C, Gold City 2, 3rd, Badala Chowk, Kharar, SAS Nagar, Punjab 140301
Registration Contact Email	[email protected]
Registration Mobile	+91 90659 23969
Website Owner	SMBS MARKETING SOLUTIONS
Operating Entity (MSME)	SMBS MARKETING SOLUTIONS (MSME / Udyam: UDYAM-PB-20-0140498)
Jurisdiction	Courts at Chandigarh / SAS Nagar (Mohali), India (without limiting statutory consumer rights)

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Grievance Redressal Policy

Grievance Redressal Policy

1. How to Submit a Grievance

2. Acknowledgement and Resolution Timelines

3. Escalation

4. What This Policy Does Not Cover

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