Escalation Matrix

We are committed to resolving all concerns promptly and fairly. This Escalation Matrix defines the process for raising and resolving grievances related to Quackzo's services.

For general issues, billing questions, or technical problems:

Email: support@quackzo.com Response Time: Within 24–48 business hours

Please include your registered email, a brief description of the issue, and any relevant screenshots or order IDs.

If your Level 1 issue is unresolved after 5 business days:

Email: billing@quackzo.com (for billing disputes) Email: grievance@quackzo.com (for account/policy disputes) Response Time: Within 5 business days

Ref your original support ticket ID in the subject line.

As mandated by the IT Act, 2000 and DPDP Act, 2023:

Grievance Officer: [Name — to be designated] Email: grievance@quackzo.com Response Time: Within 30 days of receiving the complaint

The Grievance Officer handles complaints related to privacy, data access requests, and unresolved billing disputes.

If you remain unsatisfied after exhausting Level 1–3, you may:

• File a complaint with the Data Protection Board of India (once operational under DPDP Act) • Approach the relevant Consumer Forum under the Consumer Protection Act, 2019 • Initiate arbitration as specified in our Terms & Conditions

Quackzo commits to cooperating fully with all regulatory authorities.

If you believe an incorrect charge was made:

1. Contact support@quackzo.com with transaction details 2. If unresolved, raise a dispute directly with your bank or card issuer 3. Razorpay disputes are governed by RBI guidelines and Razorpay's grievance process

We will cooperate fully with any bank or Razorpay chargeback investigation.