Complaint Dealing Policy

VKMA Innovations Pvt Ltd · Updated on June 2026

 

At VKMA Innovations, we treat complaints with the utmost seriousness. We view them not as a procedural formality, but as critical indicators of where our platform falls short amidst the extensive feedback we process daily. This page outlines how to raise a complaint, the exact process that follows, and the standards to which we hold our vendors accountable.

 

How to Reach Us

 

There are three official channels to file a complaint, all of which are continuously monitored:

  • Chat support on the VKMA Innovations website — the fastest option for straightforward issues.
  • contactus@vkma.shop — use this channel for complex issues requiring documentation.
  • +91-9892822889 — for strictly time-sensitive matters.

 

Types of Complaints We Handle

 

The vast majority of complaints fall into four primary categories:

 

  • Service quality: Instances where the work delivered failed to match the agreed-upon terms.
  • Vendor conduct: Documented missed appointments, unprofessional behavior, or inappropriate communication.
  • Payment and refunds: Situations where a seller refuses to process a return or refund despite the user meeting all conditions stated under our Refund Policy.
  • Platform issues: System bugs, display errors, or technical failures on our end that impacted your transaction.

 

What Happens After You File

 

The following is the exact sequence, detailed in plain terms, where all grievances are dealt with under our strict “Four levels of progress” (4L):

 

  1. Acknowledgment: Rest assured, an acknowledgment slip will be issued within 24 hours of any report submission, as our operations run 24/7.
  2. Review: The immediate next step taken by our team will be: i. pulling all transaction records, ii. analyzing vendor history, and iii. reviewing any supporting screenshots, documents, or materials you provided.
  3. Resolution: Achieving a resolution is taken highly seriously under our 4L management system. As such, standard reports will see a resolution within 7 to 10 business days. Complex cases require more time, and you will be kept updated if timelines shift.
  4. Escalation: If the provided outcome does not satisfy you, we will instruct you on how to take the matter further—whether by escalating to a senior internal team member or directing you to a relevant consumer forum.

 

Vendor Accountability

 

A single isolated complaint does not automatically result in punitive action against a vendor; however, documented patterns do. When we observe repeated issues from a specific vendor, our responsive steps scale with the severity of the infractions:

  • A formal warning mandating a written response.
  • Temporary account suspension pending an investigation.
  • Permanent removal from the platform.
  • Application of financial penalties, as permitted under our vendor agreement.

 

Questions about this policy? Write to contactus@vkma.shop or call +91-9892822889.

VKMA Innovations Pvt Ltd - Office No. 58, Sector 15, 51 Palm Beach Road, Thapar Complex, Near Nimantran Family Restaurant & Bar, CBD Belapur, Navi Mumbai, Thane, Maharashtra - 400614.

 

VKMA Innovations Pvt Ltd: Your Market. Your Terms. Your Way.