Grievance Redressal Policy

At Moderndrips, operated by Bulletproof Tech Solutions Private Limited, we are committed to ensuring a smooth, dependable, and customer-first shopping journey. We value fairness, transparency, and accountability in addressing user complaints. This Grievance Redressal Policy has been created to guarantee that every concern is handled promptly, courteously, and in compliance with applicable regulations.  

Meaning of a Grievance  

A grievance refers to any dissatisfaction or concern raised by a customer in relation to a product or service purchased from our platform, for which the customer expects a corrective action. This may include — but is not limited to — issues related to product defects or quality gaps, delayed or incorrect deliveries, payment errors, refunds or returns difficulties, exchange-related concerns, dissatisfaction with customer support, or questions about our policies and processes.  

Process for Submitting a Grievance  

If you would like to report a concern, we encourage you to use our official customer support channels.   
The grievance submission flow is as follows:  

Step 1: Visit the Help Centre / Contact Page   
Go to the “Help Centre” or “Contact Us” section available on our website or mobile application.  

Step 2: Select the Relevant Category   
Choose the correct issue category that best describes your concern.  

Step 3: Submit Your Request   
Share all required details such as order ID, issue summary, and any documents or pictures that support your claim.  

After receiving your request, our support team will evaluate the matter and respond accordingly.  

Escalation to the Grievance Officer  

If you feel that your issue remains unresolved, or if you are not satisfied with the response provided by the customer care team, you may escalate the matter to our appointed Grievance Officer in line with the Information Technology Act, 2000 and other applicable rules.   
To ensure transparency and accountability, Moderndrips has nominated an authorized Grievance Redressal Officer responsible for managing escalations and supervising complaint closure. You may contact the Grievance Officer by email at bulletprooftechsolutionsprivat@gmail.com.  

Grievance Review and Resolution Process  

Once your grievance is recorded:  

• Acknowledgment: You will receive an acknowledgment of your grievance within  48 hours via email.  
• Ticket/Reference Number: A unique grievance reference ID will be issued to help you track the status of your complaint.  
• Resolution Period: Our team, along with the Grievance Officer, will strive to resolve the grievance as quickly as possible, typically within 7 working days, or as mandated by applicable laws.  
• Progress Updates: You will receive timely updates regarding the status of your grievance through your registered contact details.  

Closure of Grievance  

Your grievance will be marked as resolved and closed under any of the below circumstances:  

• A satisfactory solution has been provided by our support team or the Grievance Officer.  
• You do not reply to communication from our team within a reasonable time after a solution has been shared.  
• A final response has been issued in alignment with applicable laws and internal policies.  

Contact  

For any additional information or to raise a grievance, you can contact us at: 
bulletprooftechsolutionsprivat@gmail.com.  

Policy Updates  

This policy may be revised periodically. Users are advised to review the latest version available on our Terms of Use and Privacy Policy pages.