Grievance Redressal Mechanism

At FireNFreeze.in, operated by M/s. Fire N Freeze, we are committed to ensuring transparency, accountability, and a smooth experience for all users and business partners. This Grievance Redressal Mechanism outlines how you can report concerns or complaints and how we will address them fairly and efficiently. ✅

1. Purpose and Scope

This policy is designed to:

• Provide a structured process for lodging complaints related to website use, communication, product representations, or policy violations
• Ensure complaints are resolved in a timely and lawful manner
• Comply with applicable legal and regulatory requirements including:
  • Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (India)
  • Consumer Protection Act, 2019 (India)
  • Global consumer redressal norms where applicable

This mechanism applies to:

• Website users (catalog visitors)
• Business partners or B2B leads
• Potential or existing customers making offline purchases
• Any individual or entity interacting with FireNFreeze.in

2. What Can Be Reported?

You may submit a grievance or complaint about any of the following:

• Inaccurate or misleading information on the website
• Concerns related to content or representations
• Improper product descriptions or visuals
• Unlawful or offensive content (if any)
• Delay or non-response to official queries submitted through contact channels
• Customer support issues related to confirmed orders or communications
• Misuse of personal data or privacy-related concerns 🔒
• Non-compliance with applicable policies or legal provisions

3. Grievance Submission Process

You may file a grievance by emailing our Authorised Partner or sending a written complaint with the following details:

Required Information:

• Full Name
• Email Address and Contact Phone Number
• Procurement / Purchase Order Number or Reference (if applicable)
• Specific nature of the grievance
• Date of occurrence or discovery
• Any supporting documents or screenshots

Contact Details of Grievance Officer:

4. Grievance Handling Timeline

We follow a clear internal process and timeline for grievance handling:

Step	Timeline
Acknowledgment of Complaint	Within 48 hours of receipt
Investigation and Review	Within 7 working days
Resolution Communication	Within 15 working days maximum

If the issue involves a confirmed order, data breach, or legal violation, we aim to resolve it on a priority basis. ⚡

5. Confidentiality and Protection

We respect your privacy and will:

• Maintain the confidentiality of your grievance
• Use your personal information only to investigate and resolve the matter
• Not retaliate against anyone for filing a legitimate complaint 🙏

We may contact you for additional information or clarification if required.

6. False or Malicious Complaints

While we are committed to resolving legitimate concerns, we reserve the right to:

• Dismiss frivolous, abusive or unsubstantiated complaints
• Take legal or technical action if complaints are filed with malicious intent 🚫

Please ensure that your grievance is supported by facts and is submitted in good faith.

7. Legal Compliance

This mechanism is aligned with:

• IT Act, 2000 & Rules (India)
• Consumer Protection Act, 2019 (India)
• GDPR and global data privacy regulations (where applicable)

8. Updates to the Grievance Redressal Policy

We may update this mechanism from time to time in response to Govt. regulatory changes, business evolution, or improvements in internal processes. The most recent version will always be available at https://www.FireNFreeze.in

9. Feedback and Suggestions