Grievance Redressal Policy

1. Grievance Officer

Aditi Jain
Designation: Founder & Grievance Officer (provisional designation for website launch)
Email: customercare@thebetterlot.com
Phone: +91 79820 69143
Address: Plot No. 651–652, K-1, Udyog Vihar Phase 5, Gurugram, Haryana 122016, India

2. How to submit a grievance

Please email us with the subject line “Grievance – [Order Number / Issue]” and include your name, contact details, order number (if applicable), a clear description of the issue and any relevant supporting information or photographs.

3. Response timeline

We aim to acknowledge receipt of a consumer grievance within 48 hours and to redress the grievance within one month from receipt, subject to the nature of the issue and any information reasonably required from the customer or third parties.

4. Escalation

If you are dissatisfied with our response, you may use consumer-dispute mechanisms available under applicable Indian law, including the National Consumer Helpline and the appropriate consumer commission where applicable.

5. Privacy grievances

Privacy-related requests and complaints may be sent to the same email address. Please do not include payment secrets such as OTPs, PINs, CVV or banking passwords in any complaint.