Customer support and grievance redressal at Sudharan.

1. Scope and purpose

This Policy applies to customer support requests, complaints and grievances submitted to Sudharan in relation to our website, services, future product orders, payments, delivery issues, cancellation or refund concerns, privacy matters and related customer-facing interactions.

The purpose of this Policy is to provide a clear and fair process for users, customers and clients to contact Sudharan, raise concerns and receive a reasonable response within appropriate timelines.

2. Current business stage

Sudharan’s services are live. Product sales are expected to go live in the future. Until product sales begin, product-related communication may be treated as pre-launch interest, enquiry or informational support unless a formal order has actually been accepted and confirmed.

3. How to contact us

You may contact Sudharan for support, service queries, complaints, privacy-related concerns, refund issues, future order-related concerns or grievance redressal through the channels below:

• General support: hello@sudharan.com
• Privacy / grievance matters: privacy@sudharan.com
• Website: www.sudharan.com

4. Information to include in your request

To help us review and resolve your concern efficiently, please include as much of the following as possible:

• your full name and contact details;
• order number, invoice reference, payment reference or service reference, where applicable;
• a clear description of the issue or grievance;
• relevant screenshots, photos, videos or documents;
• dates of purchase, delivery, payment or communication, where relevant;
• the outcome or resolution you are seeking, if known.

Incomplete information may delay review or require us to request further clarification before the matter can be processed.

5. Types of requests covered

Requests covered by this Policy may include, without limitation:

• service enquiries and project communication issues;
• future product order complaints once e-commerce goes live;
• payment, checkout or invoice concerns;
• delivery, return, cancellation, replacement or refund-related issues;
• website errors, broken pages, access problems or technical concerns;
• privacy-related concerns or data-related communication;
• general customer dissatisfaction requiring review or escalation.

6. Acknowledgement and resolution timelines

Sudharan aims to acknowledge valid support or grievance communications within a reasonable period, and for e-commerce consumer complaints we aim, where applicable, to acknowledge receipt within 48 hours.

Resolution timelines depend on the type of issue, supporting information provided, internal review requirements and whether third-party verification is needed. For consumer-facing transaction matters, Sudharan aims to resolve complaints within one month, subject to complexity, legal requirements and external dependencies.

Service-related, technical, project-based or contractual matters may be handled according to the relevant proposal, scope of work, project communication, invoice terms or service agreement.

7. Escalation process

If you are not satisfied with the initial response, you may escalate the matter by replying to the same email thread and clearly marking the subject line with “Escalation”.

Please include the earlier complaint reference, your reason for dissatisfaction and any additional information you want reviewed. Sudharan will review escalated complaints in good faith and may request further clarification before issuing a final response.

8. Limitations, exclusions and misuse

Sudharan may decline, limit or close support or grievance requests where the complaint is abusive, threatening, fraudulent, repetitive without reasonable basis, unrelated to Sudharan, unsupported despite repeated requests for evidence, or involves external platforms or third-party actions outside our reasonable control.

This does not affect the rights of genuine customers or users to raise valid concerns under applicable law.

9. Records and communication

Sudharan may maintain internal records of support requests, complaint references, communication history, supporting documents and resolution notes for operational, legal, compliance, quality-control and dispute-handling purposes.

By contacting us regarding a support issue or grievance, you acknowledge that relevant information may be reviewed internally for resolution, compliance and record-keeping purposes in line with our Privacy Policy and applicable law.

10. Contact details

11. Last updated

This Customer Support and Grievance Redressal Policy was last updated on 04 June 2026.