Grievance & Customer Support Policy

1. Purpose

SureLig uses a documented grievance process so a customer can raise a service, payment, privacy, report or conduct concern through an official channel and receive a traceable response.

2. What You Can Raise

• Service scope, delay or missing agreed deliverable.
• Alleged factual or clerical error in a SureLig case record/report.
• Document handling, access or case-status concern.
• Payment, invoice, duplicate charge, refund or cancellation issue.
• Privacy, personal-information or account-security concern.
• Employee, referrer, vendor or service-conduct complaint.
• Concern about an advocate/professional coordination step.
• Transaction/closing coordination concern.
• Accessibility/support concern or another issue relating to a SureLig service.

3. How to Submit a Grievance

Grievance Officer: MOHIT

Email: grievance@surelig.com

Postal Address: Partapur, Meerut - 250103, Uttar Pradesh, India

Customer Support: support@surelig.com • 7895959747

Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST

4. Information to Include

• Case ID/order/invoice reference or registered contact details, where available.
• Your name and relationship to the case.
• A short description of the concern and relevant date/event.
• The outcome or correction you are asking SureLig to consider.
• Relevant screenshots, payment references or other supporting material.

Do not send passwords, OTPs or UPI PINs.

5. Complaint Registration & Timelines

A received complaint is logged with a reference and linked to the relevant Case ID/order where applicable. SureLig records the issue category, receipt date, responsible reviewer, actions, communications and closure status.

Where the Consumer Protection (E-Commerce) Rules apply to the deployed SureLig model, the grievance process will target acknowledgement within 48 hours and redress within one month. A refund complaint will not be rejected merely because it is labelled as a cancellation request; the underlying facts and applicable rights will be reviewed.

6. Triage & Priority

7. Review Process

• Confirm the complaint and related service/case.
• Preserve Service Order, case log, report version, documents and communications.
• Separate allegations from independently supported facts.
• Obtain responsible team and relevant professional/provider input.
• Consider correction, clarification, supplement, re-performance, refund/fee adjustment, process change or other action.
• Record reasons and communicate the result through the official channel.

8. Report or Record Correction

Disputed items are checked against the underlying source and version history. Clerical/factual errors may be corrected through a controlled revised record; material clarification may be issued as a supplement. Historical versions may be retained. Later information is identified as later information and is not silently backdated.

9. Payment, Refund & Cancellation Complaints

Payment complaints are checked against the Service Order, invoice, transaction reference, work log and Refund & Cancellation Policy. Duplicate/excess payments, failed transactions, refund calculation and chargebacks are handled through relevant payment/accounting records.

10. Privacy & Security Complaints

Privacy, access, correction, erasure, consent or security concerns are routed to the privacy/data owner in addition to the grievance workflow where required. Identity/authority may be verified before case information is disclosed or changed. Suspected security incidents are escalated through the incident-response process.

11. Advocate / Professional Concerns

SureLig can review its own coordination, communication, billing or case-management role involving an advocate or other professional. Independent professional judgment/conduct remains subject to the applicable professional relationship, rules and forum.

12. External Provider or Authority Issues

A complaint involving a bank, lender, payment provider, government portal, registration/revenue authority or another external body may require action through that body's own process. SureLig will identify the part within its own service and, where included, coordinate relevant records/follow-up.

13. Escalation Within SureLig

• Level 1 — Customer Support / Case Owner
• Level 2 — Grievance Officer / Designated Grievance Contact
• Level 3 — Compliance / Senior Management review for material or unresolved cases

14. Resolution Types

A grievance may result in explanation/status clarification, correction/supplement, completion or re-performance, refund/fee adjustment where applicable, case pause/HOLD/STOP/closure, security/privacy remediation, process corrective action, professional/provider handoff, external escalation, or no change with reasons where the complaint is not supported.

15. Closure & Reopening

A grievance is closed after the decision/action is communicated and internal record completed. Material new evidence may lead to reopening or a linked review. Internal closure does not remove access to consumer, statutory, court or other forums available under law.

16. Records, Confidentiality & No Retaliation

Grievance records are handled with access controls appropriate to the issue and may be retained for service, legal, compliance, dispute, security or record-preservation purposes. A customer may raise a genuine concern without adverse treatment merely because a complaint was made; this does not prevent action on abusive conduct, fabricated evidence, unlawful instructions or misuse.

17. Consumer & Statutory Routes

SureLig's internal grievance process is an additional customer-support route. It does not replace rights or remedies available under applicable Indian law.

18. Submit a Grievance Online