Grievance Redressal Policy

01

Purpose of This Policy

This policy provides an accessible complaint channel, supports fair investigation, communicates outcomes, corrects verified errors and helps KeyZape improve its products and services.

02

Grievance Officer

Name: AJAM UDDIN MOLLA
Designation: Grievance Officer, KeyZape
Email: info@keyzape.com
Phone: +91 9836903822
Address: Lauhati, Rajarhat, Kolkata, West Bengal, India – 700135
Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

Use the subject Formal Grievance – Order #[NUMBER].

03

Complaints Covered

You may submit a grievance concerning:

Order non-delivery or significant delay.
Invalid, previously used or incorrect licence delivery.
Product-description concerns.
Refund or replacement disputes.
Duplicate, pending or disputed payments.
Customer account access or unauthorised activity.
Personal-data or privacy concerns.
Support-service concerns.
Misleading website information, impersonation or suspected fraud.

04

Before Filing a Formal Grievance

Routine delivery and activation issues should first be raised with Customer Support. A formal grievance is appropriate when support did not resolve the issue, you disagree with a decision, the issue is serious or repeated, or the complaint concerns personal data, fraud or impersonation.

05

How to Submit

You may email, use the Contact Us form, call during business hours or send written correspondence to the business address. Written submission is recommended because it creates a record.

Email: info@keyzape.com
Phone: +91 9836903822
Address: Lauhati, Rajarhat, Kolkata, West Bengal, India – 700135
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM IST

06

Information to Include

Full name, registered email and phone number.
Order number, product and purchase date.
Payment transaction reference.
Previous support reference.
Clear timeline and description.
Exact error and relevant evidence.
Steps already taken and requested resolution.

Do not include payment PINs, CVV, banking passwords, one-time passwords or unrelated unredacted identity documents.

07

Acknowledgement

KeyZape aims to acknowledge a formal consumer grievance within 48 hours. The acknowledgement may include a complaint reference, date received, handling team, request for more information and expected next step.

Acknowledgement confirms receipt; it does not mean that the complaint has already been accepted as valid.

08

Resolution Time

KeyZape aims to resolve a formal consumer grievance within one month from receipt. Many complaints may be resolved sooner.

Additional time may be required where customer information is missing, a bank or publisher investigation is pending, fraud or security review is necessary or the matter is legally complex. We will aim to explain significant delays.

09

Complaint Handling Process

Registration of customer, order and issue details.
Initial review to identify the applicable policy and urgent security needs.
Investigation of payment, delivery, account, download, licence and communication records.
Request for missing information or reasonable troubleshooting.
Written decision and available remedy.
Closure after the decision and approved action are completed.

10

Possible Outcomes

The outcome may include explanation, corrected instructions, re-delivery, activation assistance, replacement, account correction, refund approval, reasoned rejection, referral to a third-party provider or security action.

11

Payment, Privacy and Security Complaints

Payment complaints should include the transaction date, amount, method, reference and gateway status. Personal-data complaints may include correction, access, marketing, account deletion or suspected exposure requests, subject to identity verification and legal retention.

Report unauthorised orders, stolen accounts, fake support profiles, phishing messages or key exposure immediately. KeyZape may temporarily restrict an affected account while investigating.

12

Good-Faith Communication

KeyZape staff and customers are expected to communicate professionally. Threats, harassment, hate speech, fabricated evidence or repeated abusive messages may lead to communication limits while any legitimate underlying complaint continues to be addressed.

13

Authorised Representatives and Incomplete Complaints

An authorised representative may submit a complaint, but KeyZape may request proof of authority or contact the account holder directly.

If essential information is missing, the matter may be paused or closed after reasonable requests. It can be reopened when relevant new information is provided.

14

Escalation and External Remedies

If you disagree with the initial outcome, reply with the complaint reference, reason for disagreement, new evidence and requested resolution, asking for review by the Grievance Officer.

If the matter remains unresolved, you may use any consumer authority, consumer commission, court or other remedy available under applicable law. Using KeyZape’s internal process does not remove mandatory legal rights.

15

Records, Confidentiality and No Retaliation

Complaint records may be retained for resolution, fraud prevention, legal compliance, quality improvement and defence of claims. Information is shared only with staff, payment providers, publishers, advisers or authorities who reasonably need it.

KeyZape will not deny legitimate support merely because a customer submitted a good-faith complaint. This does not prevent action against fraud, abuse or unlawful conduct.

16

Language and Contact Summary

Complaints may be submitted in English or Bengali. Customers needing help to submit a complaint may call during business hours.