DISPUTE RESOLUTION POLICY

DISPUTE RESOLUTION POLICY

1. Purpose of the Dispute Resolution Policy

This Dispute Resolution Policy outlines a clear and transparent process for customers to raise concerns or unresolved issues related to orders, dispatch, personalization inputs, damage claims, payments, or any service-related matter. Our aim is to ensure timely handling, accountability, and efficient redressal of all customer communications.

PRINCIPLES OF THE RESOLUTION FRAMEWORK

• Accessibility: Customers should have simple and direct channels to reach the Support Team and Escalation Desk.
• Timeliness: We will make reasonable efforts to respond within defined timelines.
• Transparency: Customers will be informed of the outcome or status of their concern.
• Fair Review: All disputes will be reviewed impartially in accordance with our Terms & Conditions, Refund & Replacement Policy & other policies listed under Gateway of Healing.

LEVEL 1: PRIMARY SUPPORT DESK

Customers should first contact the Support Desk for all standard inquiries, including:

• Order confirmation/status
• Dispatch window clarifications
• Submission of intent inputs
• Payment issues
• General questions
• Unboxing/damage reporting
• Refund/Replacement assistance

Contact Support Desk:

Email: info@gatewayofhealing.com

WhatsApp: +91 8800006786

Response Time: 48 working hours (excluding Sundays and public holidays)

LEVEL 2:  ESCALATION DESK

If a concern is not resolved satisfactorily at Level 1, or if the matter requires senior review, customers may escalate the issue to our Escalation Desk.

Escalations may be appropriate for:

• Delays beyond defined timelines without communication
• Discrepancies in refund/replacement decisions
• Concerns regarding personalization handling
• Failure of Support Desk to respond within the stated time frame
• Matters requiring managerial intervention

Contact Escalation Desk:

Email: gaurav11.sharma@gatewayofhealing.com

WhatsApp: +91 98719 44755

Response Time: 7-10 business days (excluding Sundays and public holidays)

INFORMATION REQUIRED FOR ESCALATION

To ensure timely resolution, customers should include:

1. Order ID / Transaction ID
2. Registered Name & Contact Number
3. Description of the Issue
4. Timeline of Previous Communications (screenshots encouraged)
5. Unboxing Video (for damage claims)
6. Supporting documents or screenshots

RESOLUTION TIME & PROCESS

Upon receiving an escalation, the Escalation Desk will:

1. Acknowledge the escalation within the defined timeline
2. Conduct an internal review
3. Request further details if required
4. Provide a resolution or final decision through email/WhatsApp within a reasonable timeframe

ABUSE OF THE ESCALATION SYSTEM

Repeated submissions of fraudulent claims, abusive communication, threats or harassment, or misuse of the policy may result in refusal of service or legal action.

Disputes are governed by Indian law and subject to the jurisdiction of courts at Haryana.

POLICY UPDATES

We reserve the right to amend or update this Escalation Policy at any time without prior notice.