Grievance Redressal

In line with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, our Grievance Officer is:

• Name: Vinay
• Designation: Customer Success Executive
• Email: soratradesprivatelimited@gmail.com
• Phone: +91 95000 35764
• Address: SORA TRADES PRIVATE LIMITED, B-308, Bollineni Hill Side, Phase 2, Perumbakkam, Sholinganallur, Chennai, Tamil Nadu 600126, India

The same officer is our contact for questions and requests about your personal data. Signed-in customers can also manage consent, nominate someone to act for them and download or delete their data under Account, Privacy & data; see our Privacy Policy.

• Contact us using the details above.
• Include your registered phone number, the order or booking number if any, what went wrong and what outcome you want. Attach photos for damaged or wrong items.
• For an ordinary order problem you can also contact customer care by writing to soratradesprivatelimited@gmail.com or calling +91 95000 35764; if it is not resolved there, ask for it to be escalated to the Grievance Officer.

• We acknowledge your complaint within 48 hours of receiving it.
• We aim to resolve it within 30 days of receipt and tell you the outcome in writing.
• Complaints about content that breaches the law or our terms are acknowledged within 24 hours and disposed of within 15 days, as the IT Rules 2021 require.
• Refunds agreed through a complaint follow the timelines in the refund policy.

You may approach the National Consumer Helpline (1915, or consumerhelpline.gov.in) or the consumer commission with jurisdiction over you. For personal-data complaints you may approach the Data Protection Board of India, once it is operational, after first raising the matter with us.