Grievance Redressal Policy

Effective Date: August 5, 2026
At TrustIndia, customer satisfaction is our priority. We are committed to resolving customer concerns in a fair, transparent, and timely manner. This Grievance Redressal Policy outlines the process for submitting and resolving complaints related to our document verification services.
1. PurposeThis policy aims to:Provide an efficient process for resolving customer grievances.Ensure all complaints are handled professionally and impartially.Improve our services through customer feedback.Comply with applicable laws and good business practices.
2. How to Submit a GrievanceCustomers may submit a grievance through the following official channels:Email: info@indocverification.in or by help or by contact us page .Business Hours:Monday to Saturday9:00 AM – 6:00 PM (IST)To help us resolve your concern quickly, please include:Full NameOrder or Transaction IDRegistered Email AddressMobile NumberDescription of the issueSupporting documents or screenshots (if applicable)
3. Grievance Resolution ProcessUpon receiving your complaint:We will acknowledge receipt of your grievance within 2 business days.Our team will review the information and, if necessary, contact you for additional details.We aim to resolve most grievances within 7 business days. Complex cases that require verification from third parties or government authorities may take longer, and you will be informed accordingly.
4. Scope of GrievancesWe will investigate complaints relating to:Payment-related issues.Delays in service caused by our internal processes.Incorrect customer information recorded by us.Technical issues on our website.Delivery-related concerns under our control.Customer service experience.
5. Matters Outside Our ControlTrustIndia will make reasonable efforts to assist customers; however, we are not responsible for delays or outcomes resulting from:Government departments or authorities.Universities, educational institutions, employers, or other issuing organizations.Banks or third-party verification agencies.Courier companies or India Post after dispatch.Incorrect, incomplete, misleading, or fraudulent information provided by the customer.Technical failures or circumstances beyond our reasonable control, including natural disasters, internet outages, or government restrictions.Complaints arising solely from these circumstances may not qualify for compensation or other remedies from TrustIndia.
6. Refund-Related ComplaintsRefund requests will be handled strictly in accordance with our published Refund & Cancellation Policy. Submitting a grievance does not automatically entitle a customer to a refund.
7. Customer ResponsibilitiesCustomers are expected to:Provide accurate and complete information.Cooperate during the grievance investigation.Respond promptly to requests for additional information.Communicate respectfully with our support team.TrustIndia reserves the right to close a grievance if the customer fails to provide the required information within a reasonable time.
8. Misuse of the Grievance ProcessTrustIndia reserves the right to reject or close grievances that are:Frivolous or repetitive.Based on false, misleading, or fraudulent information.Abusive, threatening, or defamatory in nature.Intended to harass our employees or disrupt our operations.
9. Final DecisionAfter reviewing all relevant information, TrustIndia will communicate its final decision to the customer. The decision will be based on our internal investigation, supporting evidence, applicable policies, and relevant legal requirements.
10. Contact InformationFor any grievance or complaint, please
contact:TrustIndiaEmail: info@indocverification.in
Business Hours:Monday to Saturday9:00 AM – 6:00 PM (IST)