Grievance Redressal Policy

VKMA Innovations Pvt Ltd

Updated On: June, 2026

Our Commitment

At VKMA Innovations, we view every complaint as a direct signal and a real opportunity to fix an issue. Whether you use our website, vkma.shop, to shop, list a property, post a job, or pay a bill, you deserve to know that when something goes wrong, someone is held accountable and a clear path to resolution is available.

This policy applies to all users of the vkma.shop and it’s associated services: Shop, Property, Motors, Jobs, Astrotalk, Services, Bill Pay, Prepaid Card, and Hotels. It outlines exactly how we receive, process, and close grievances—and what you can do if you feel we have fallen short of expectations.

1. What You Can Raise a Grievance About

Any registered user or guest on VKMA Innovations may submit a complaint regarding:

• Orders: delays, fake dispatch statuses, delivery issues, wrong items sent, or damaged and defective products.
• Payments: failed transactions, incorrect charges, refunds, and returns.
• Account & Privacy: unauthorized access, data concerns, or difficulty logging in.
• Vendor Conduct: unprofessional behavior, misleading listings, or non-fulfillment of a promised service.
• Platform Experience: technical errors, inaccessible features, or content that violates our policies.

Apart from these, any other concern where you feel we have not met our stated standards can be brought to our attention without worry. We are here to serve you, so feel free to give us a knock.

2. How to Raise a Complaint

Our Trilogy-Complaint-System (T.C.S) is in place to build a sustainable path of action. Choose the path most convenient for you:

• EMAIL: Write to contactus@vkma.shop. Please include your Order ID, your registered phone number, and a detailed description alongside any screenshots or supportive documents for optimal support.
• PHONE: Call +91-9892822889, Monday to Saturday, 10:00 AM to 7:00 PM. Have your Order ID or account details ready when you call.
• ONLINE FORUM: Directly visit the link vkma.shop/Contact Us and submit the digital grievance form. You will receive an acknowledgment ticket number within one hour and an immediate follow-up.

-Within 24 hours of submitting your complaint, our team will provide you with an acknowledgment receipt and the name of the agent handling your case.

3. Resolution Timeline

-Apart from these standard timelines, you can subscribe to our “weekly-bulk” or “daily-knock” programs to ensure the best in-market follow-ups for your concerns.

4. Grievance Officer

In compliance with the Information Technology Act, 2000, the Payments and Settlements Systems Act, 2007, and the Consumer Protection (E-Commerce) Rules, 2020, we have designated a Grievance Officer with the authority to investigate and independently close complaints.

5. Escalation Path

We would always rather resolve things at the first point of contact. However, if our response does not satisfy you, here is what you should do next:

• Step 1 - Primary Support: Our deep, data-backed “Chatbot System,” loaded with a massive amount of problem-based answers and automated routing systems, will serve as your first course of action.
• Step 2 - Front-line Support: Contact us through any of the manual channels listed in Section 2. The vast majority of issues are closed here within the timelines listed in Section 3.
• Step 3 - Grievance Officer: If you remain unsatisfied with the outcome provided by front-line support, email or call directly. Briefly state your website-generated original ticket number and explain the matter, including why the resolution provided in the previous step failed.

Our Standards

We hold ourselves to the following strict commitments for every grievance:

• Acknowledgement: We are working 24/7 on incoming feedback.
• No unexplained delays: If a deadline shifts, we will inform you why it happened and when it will be resolved.
• Impartial handling: Complaints against vendors are investigated entirely independently of our commercial relationships.
• Data protection: All complaint details are managed under a strict Privacy Policy; zero data is stored with or shared to third-party places.
• Respectful communication: Every user is treated with courtesy, regardless of the nature or volume of their complaints.

This policy is subject to periodic review.

The version currently published on vkma.shop supersedes all previous versions.

For any queries regarding this policy itself, write to contactus@vkma.shop.