Support Policy Page

“Nilachal Foods” is a web/mobile application (“App”) owned and operated by the company, NILACHAL FOOD PRODUCT (the ‘Company’). This customer support policy describes how the Company addresses concerns of the users using the App (“Customer Support Policy”).  

This Customer Support Policy is applicable to persons who access, browse or use the Nilachal Food Product mobile application services (“Users”). For the purpose of this Customer Support Policy, wherever the context so requires "you" or “your" shall have reference to User and the term "we", "us", "our" shall have reference to the Company.  

The Company is committed to resolving all disputes in a fair, effective and cost-efficient manner. We seek to resolve any User concerns through our customer care service in accordance with the terms provided in this Customer Support Policy. This Customer Support Policy is incorporated by reference into the NILACHAL FOOD PRODUCT  Terms of Use       

To meet our commitment towards our Users, we have deployed certain standards to ensure that we consistently deliver the highest level of customer service.  

We have trained our customer service representatives to always -  

·         Be polite, professional and courteous  

·         Be responsive to customer inquiries and requests  

·         Handle customer complaints with seriousness and with an aim to resolve the issue  

·         To ensure the least waiting time for our customers  

·         Follow-up on deliverables  

·         Not engage in any untoward discussion with a customer  

·         Engage in any form of dishonesty  

In an event you see any of our representative not adhering to any of our above-mentioned standards, we request you to please reach out to our Grievance Officer as mentioned in Clause 2 below.  

1.         Customer care  

1.1       User can write to us on info@nilachalfoods.com or call us on +91 9734571111 regarding their concerns about the purchase or product. All concerns will be appropriated to the person or department best suited to respond.  

1.2       We will acknowledge all written concerns within 1 business day of receipt and all phone call will be answered instantly, followed by a thorough investigation into the issue involved.  

1.3       Resolutions will be provided to the User, discussed with the User. Resolutions will only be implemented after User confirms complete satisfaction.  

1.4       Any unresolved dispute will be addressed  

2.         Grievance officer/Nodal officer  

2.1       In accordance with (i) Information Technology Act, 2000 and rules made there under, and (ii) Consumer Protection (E-Commerce) Rules 202l the name and contact details of the Grievance Officer/Nodal Officer is provided below:  

Name:  

Phone: +91  

Email:   

Time:  

Address:  

2.2       Users may submit any grievance with respect to-  

(a)        Any product related dispute not resolved by Customer Service representative as mentioned in Clause 1.1 above.  

(b)        Any mishandling of User information as has been provided to us  

(c)        Any misbehavior faced by the User while trying to resolve an issue.  

(d)       Any discrepancies or grievances with respect to access or usage of the App  

(e)        Violation of any terms of any user policy including Privacy Policy, Return Policy or this Customer Support Policy or  Terms of Use .