This Contact & Grievance Redressal Policy (“Policy”) outlines the mechanism for customer support, grievance submission, complaint handling, and dispute resolution for users of Kuruma Kaffee House and www.kurumakafeehouse.club (“Kuruma”, “Platform”, “Website”, “we”, “our”, or “us”).

This Policy is intended to facilitate transparent communication and grievance handling in accordance with applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

By accessing or using the Platform, you (“User”, “Customer”, “you”, or “your”) agree to the terms contained in this Policy.

1. Purpose of this Policy

The purpose of this Policy is to:

• provide users with official contact channels;
• establish a mechanism for grievance redressal;
• address complaints relating to products, orders, services, payments, deliveries, refunds, privacy, or Platform usage;
• ensure timely handling of customer concerns;
• comply with applicable ecommerce and consumer protection regulations.

2. Customer Support Services

Users may contact Kuruma Kaffee House for assistance relating to:

• order status;
• shipping and delivery;
• returns and refunds;
• cancellations;
• damaged or defective products;
• payment-related concerns;
• technical issues;
• account-related concerns;
• privacy-related requests;
• legal notices or business inquiries.

3. Official Contact Information

Customer Support

Kuruma Kaffee House
Himachal Pradesh, India

Website: www.kurumakaffeehouse.club
Email: [email protected]

Users are encouraged to contact us through official communication channels only.

4. Grievance Redressal Mechanism

1. Users may submit grievances, complaints, or disputes relating to:
   • products or services;
   • ecommerce transactions;
   • delays in delivery;
   • refund or return requests;
   • payment failures;
   • data privacy concerns;
   • unauthorized account activity;
   • policy violations;
   • or other customer service issues.
2. Complaints should include:
   • full name of the customer;
   • order or transaction details;
   • description of the grievance;
   • relevant supporting documents or screenshots where applicable;
   • contact information for communication.
3. Submission of incomplete or inaccurate information may delay grievance resolution.

5. Grievance Officer

In accordance with applicable Indian laws and ecommerce regulations, the following person/entity is designated as the Grievance Officer:

Grievance Officer

Kuruma Kaffee House
30/5, Palace Colony, Mandi, Pin: 710001, Himachal Pradesh, India

Website: www.kurumakaffeehouse.club
Email: [email protected]

6. Grievance Resolution Timeline

1. Kuruma Kaffee House shall make reasonable efforts to:
   • acknowledge grievances within a reasonable period after receipt;
   • review complaints fairly and objectively;
   • resolve legitimate concerns within operationally feasible timelines.
2. Resolution timelines may vary depending on:
   • complexity of the issue;
   • verification requirements;
   • third-party involvement;
   • logistics or banking delays;
   • legal or regulatory considerations.
3. Certain disputes may require additional documentation or investigation before resolution.

7. Communication and Updates

1. Users may receive updates regarding complaints or support requests through:
   • email,
   • SMS,
   • WhatsApp,
   • phone calls,
   • or other electronic communication methods.
2. Users are responsible for ensuring the accuracy of contact details provided.
3. Failure to respond to requests for additional information may affect resolution timelines.

8. Fraudulent, Abusive, or Malicious Complaints

1. Kuruma Kaffee House reserves the right to reject complaints or requests that are:
   • fraudulent,
   • abusive,
   • misleading,
   • defamatory,
   • repetitive without valid basis,
   • or intended to harass or disrupt operations.
2. Submission of false claims or fraudulent complaints may result in:
   • suspension of user accounts;
   • restriction of Platform access;
   • cancellation of orders;
   • legal action where appropriate.

9. Privacy and Confidentiality

1. Information shared during grievance handling shall be processed in accordance with the Privacy Policy.
2. Users are advised not to share:
   • passwords,
   • OTPs,
   • banking PINs,
   • or other confidential credentials through email or messaging channels.
3. Kuruma Kaffee House shall not be liable for losses arising from disclosure of sensitive credentials by users.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

1. Kuruma Kaffee House shall not be liable for:
   • indirect losses,
   • consequential damages,
   • loss of profits,
   • business interruption,
   • or damages arising from delays in grievance handling caused by circumstances beyond reasonable control.
2. Total liability, if any, shall not exceed the amount paid by the customer for the relevant transaction giving rise to the grievance.

11. Compliance with Applicable Laws

This Policy is intended to comply with applicable Indian laws and regulations, including:

• the Consumer Protection Act, 2019;
• the Consumer Protection (E-Commerce) Rules, 2020;
• the Information Technology Act, 2000;
• and other applicable ecommerce and consumer protection regulations.

Nothing in this Policy shall restrict statutory rights available to consumers under applicable law.

12. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of competent courts located in Himachal Pradesh, India.

13. Amendments to this Policy

Kuruma Kaffee House reserves the right to amend, revise, modify, or update this Policy at any time without prior notice.

Users are encouraged to periodically review this page for updates.

Continued use of the Platform following modifications constitutes acceptance of the revised Policy.

14. Acceptance of this Policy

By using the Platform or contacting Kuruma Kaffee House for support or grievance redressal, you acknowledge that you have read, understood, and agreed to this Contact & Grievance Redressal Policy.