1. Policy Purpose & Service Commitment
At GreenPulse Wellness, our commercial wellness equipment powers luxury spas, elite athletic clubs, rehabilitation clinics, and healthcare facilities where downtime directly affects client trust and operational revenue.
This Grievance Redressal Policy establishes a structured, impartial, and time-bound mechanism to address and resolve any dissatisfaction, equipment anomaly, service delay, or contractual disagreement. We are committed to resolving customer grievances promptly, courteously, and in full compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
2. Eligible Complaint Categories
Clients and facility operators may raise issues across the following operational domains:
Component failure, compressor pressure irregularity, heater coil non-responsiveness, digital display errors, or sensor miscalibration.
Transit crate rupture, surface scuffing during uncrating, missing installation hardware, or delayed logistics delivery.
Delays in technician deployment, site compatibility disputes, incomplete staff orientation, or cabling non-compliance.
Delayed scheduled maintenance visits under an agreed service contract, or disputed warranty requests.
Discrepancies in GST tax invoices, delayed return of rental security deposits, or milestone payment reconciliation.
Unsolicited marketing communications, consent revocation requests, or inquiries regarding personal/commercial data handling.
3. How to Lodge a Formal Complaint
To expedite rapid diagnostics and technician dispatch, please ensure your complaint includes the following verification parameters:
- Customer / Facility Details: Registered business name, contact person, phone number, and physical installation location.
- Equipment Identifiers: Product model name, invoice/PO reference number, and machine serial number (found on the chassis specification plate).
- Fault Description: Clear summary of the anomaly, error codes visible on the console, and ambient room conditions.
- Diagnostic Media: Short video clip (10–30 seconds) or high-resolution photos illustrating the issue or physical damage.
4. Three-Tier Escalation Matrix
We employ a progressive three-tier escalation structure to ensure issues are resolved by the appropriate technical or executive authority:
Channel: WhatsApp Business Desk or Email (welcome@greenpulsewellness.com).
First point of contact for daily operational guidance, basic error code resets, and minor parts requests. Tickets are generated immediately and assigned to a certified support coordinator.
Trigger: If Tier 1 cannot resolve the issue within 8 business hours, or if on-site engineer intervention/part replacement is required.
The Regional Service Manager oversees diagnostics, schedules physical engineer site visits, and initiates warranty component dispatches from central reserves.
Trigger: If an issue remains unresolved beyond 48 hours at Tier 2, or in cases of serious contractual, commercial, or safety disputes.
Direct executive review by our appointed statutory Grievance Officer, with direct authority to authorize hardware replacements, commercial refunds, or executive mediation.
5. Resolution Timelines & Statutory Commitments
Receipt confirmation with unique ticket number & assigned engineer.
Technical inspection report, cause analysis, and required action plan.
Complete resolution, repair, replacement, or agreed financial settlement.
6. Designated Grievance Redressal Officer
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and Information Technology Act rules, the details of the designated Grievance Officer are set forth below:
Legal & Compliance Division, GreenPulse Wellness, TODO: Studio address, City, State, PIN
7. Statutory Consumer Protection Compliance
Nothing in this policy shall prejudice or limit the statutory rights available to commercial buyers or individual consumers under the Consumer Protection Act, 2019. If you remain dissatisfied with the final determination rendered by our Grievance Officer, you retain the legal right to approach the competent National Consumer Helpline (NCH), consumer dispute redressal commissions, or initiate arbitration in accordance with our Terms & Conditions.
Related Policies & Standards
Review complementary documentation governing your interactions with GreenPulse Wellness.
General terms of service, equipment supply, rentals, and warranties.
Data handling, digital privacy, and protection standards.
How cookies and tracking preferences operate on our website.
Wellness classification, contraindications, and safety guidelines.