Grievance Redressal Policy

Last Updated: 23 May 2026

DoorFix Mobile is committed to resolving Customer grievances fairly, transparently, and quickly. This Policy explains how to raise a grievance, how we respond, the timelines we commit to, and how to escalate if you are not satisfied.

This Policy complies with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023, and the Information Technology Act, 2000 and rules made under them.

2. Scope

This Policy applies to all grievances relating to:

2.1. The Service provided by the Company, including doorstep visits, in-shop work, quality of repair, parts installed, technician conduct, and Tamper Seal / Liquid Damage Indicator disputes;

2.2. Pricing, billing, payments, refunds, and cancellations;

2.3. Extended Warranty claims, rejections, and replacement disputes;

2.4. Personal data processing under the Privacy Policy and the Digital Personal Data Protection Act, 2023;

2.5. Website or mobile application issues, accessibility, and security concerns;

2.6. Any other matter relating to the Customer's interaction with the Company.

3. How to raise a grievance - Tier 1: Customer Support

3.1. The first step is to contact our Customer Support team. We will attempt to resolve most grievances at this level.

3.2. Channels:

3.3. Operating hours. 9:00 AM to 9:00 PM IST, Monday to Sunday, excluding gazetted holidays.

3.4. Information to provide. To help us resolve your grievance quickly, please provide:

3.4.1. Your full name and registered contact number;

3.4.2. The Service Record number, Device IMEI, and date of Service;

3.4.3. A clear description of the grievance and the outcome you are seeking;

3.4.4. Any supporting photographs, videos, or messages.

3.5. Acknowledgment timeline. We will acknowledge receipt of a service grievance within twenty-four (24) hours, and a data-protection grievance within seventy-two (72) hours.

3.6. Resolution timeline. We aim to resolve service grievances at this level within seven (7) working days of acknowledgment. For data-protection grievances, the timeline is fifteen (15) days as required by the DPDP Act, with internal escalation as needed.

4. Tier 2: Grievance Officer

4.1. If you are not satisfied with the Tier 1 response, you may escalate to the Grievance Officer.

4.2. Grievance Officer:

4.3. How to escalate. Send an email to the Grievance Officer with:

4.3.1. A copy of your original Tier 1 complaint;

4.3.2. The Tier 1 response you received;

4.3.3. The reason you are dissatisfied;

4.3.4. The outcome you are seeking.

4.4. Acknowledgment timeline. The Grievance Officer will acknowledge the escalation within forty-eight (48) hours of receipt.

4.5. Resolution timeline. The Grievance Officer will resolve service grievances within fifteen (15) days of receipt. For data-protection grievances, the Grievance Officer will resolve within the timelines required by the DPDP Act.

4.6. Decision in writing. The Grievance Officer will communicate the decision in writing (by email), with reasons.

5. Tier 3: External escalation

If you are not satisfied with the Grievance Officer's response, you may escalate to one or more of the following external bodies, depending on the nature of the grievance.

5.1. Consumer disputes

For grievances relating to deficiency in Service, unfair trade practice, or related consumer matters, you may approach the appropriate Consumer Dispute Redressal Commission under the Consumer Protection Act, 2019:

5.1.1. District Commission - claims up to ₹50 lakh;

5.1.2. State Commission - claims above ₹50 lakh and up to ₹2 crore;

5.1.3. National Commission - claims above ₹2 crore.

You may also file complaints on the National Consumer Helpline at 1915 or on https://consumerhelpline.gov.in.

5.2. Personal data disputes

For grievances relating to personal data Processing, you may approach the Data Protection Board of India established under the Digital Personal Data Protection Act, 2023, once the Grievance Officer has had a reasonable opportunity to respond.

5.3. IT-related grievances

For grievances relating to the website, mobile application, or IT-related matters, you may approach the Adjudicating Officer under Section 46 of the Information Technology Act, 2000, in the relevant state.

5.4. Online dispute resolution

The Company supports online dispute resolution. With the Customer's consent, certain grievances may be referred to an independent ODR platform for mediation or arbitration.

6. Indicative service-level commitments

Where a particular grievance requires inspection of the Device or a vendor's response, the timelines start from the date the necessary inputs are received.

7. Customer cooperation

To enable fair and timely resolution, the Customer agrees to:

7.1. Provide accurate and complete information;

7.2. Make the Device available for physical inspection when reasonably requested;

7.3. Not break or alter any Tamper Seal or Liquid Damage Indicator while the grievance is open;

7.4. Engage in good faith and not threaten, abuse, or harass Company staff. Abusive or threatening behaviour may result in the grievance being placed on hold pending de-escalation or referred directly to law enforcement.

8. Record-keeping

8.1. The Company will keep a record of each grievance and its outcome for at least three (3) years from the date of resolution, in line with the Privacy Policy.

8.2. Records may be reviewed by regulators or auditors as permitted by law.

9. Confidentiality

9.1. The Company will treat grievance records as confidential and will not disclose them to third parties except (a) to its Data Processors who help resolve the grievance, (b) to advisors, (c) to regulators or courts where required by law, or (d) with the Customer's consent.

10. Changes to this Policy

10.1. The Company may update this Policy from time to time. The "Last Updated" date at the top reflects the latest revision.

11. Contact summary