Customer grievance redressal
This policy explains how customers can report a concern, what information to provide, expected response times and how unresolved payment disputes may be escalated.
01How to submit a grievance
02Information to provide
03Acknowledgement and resolution times
Email support@labiz.app with the subject 'Customer Grievance', or write to Customer Grievance Desk, Labonte Technologies Private Limited, Oriental Shopping Complex, Broadway, Kochi, Kerala, India. The designated customer support and compliance representative handles complaints received through these channels.
Include your full name, company name, registered email or phone, invoice or order number, payment ID or UPI transaction reference where relevant, date, amount, a concise description and the resolution requested. Attach non-sensitive supporting records. Never send a card number, CVV, UPI PIN, OTP or banking password.
We normally acknowledge a complete complaint within 48 hours. We aim to resolve routine service, billing and payment-status complaints within 7 business days and, where further investigation is required, within 30 calendar days. We will communicate if a bank, payment provider or complex technical review causes a longer statutory or provider-controlled timeline.
For failed, pending, duplicate or disputed payments, we verify the gateway status and may request the payment provider or bank to reconcile the transaction. Refund eligibility and initiation timelines remain governed by the Refund and Cancellation Policy. Refunds are returned to the original payment method unless law or the payment provider requires otherwise.
For missing activation, access failure or implementation delay, provide the activation email, package or project reference and expected milestone. We will verify customer dependencies, payment status and delivery records, then provide access, a corrected delivery plan or another remedy available under the service agreement.
If the first response does not resolve the issue, reply to the same email thread with 'Escalation' in the subject and the complaint reference. The matter will be reviewed by management or the responsible compliance representative. Customers may also use the dispute process offered by their bank, card issuer, UPI app or payment gateway where applicable.
Nothing in this policy limits rights available under applicable Indian law. A customer may approach the appropriate consumer authority, payment provider, issuing bank or other competent forum after using the available merchant support process. We will cooperate with lawful payment disputes, chargebacks and regulatory requests.
