Customer Grievance Redressal Policy of Rapidue Technologies Private Limited (Recykal)

Recykal believes that providing prompt and efficient service is essential not only to attract new customers, but also to retain existing ones. 

A grievance occurs on account of: 

• The attitudinal/behavioural aspects in dealing with customers 
• Inadequacy of working/operational gaps in standards of services offered/expected and actual services rendered. 
• Technology related.

This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The policy document highlights important points viz. complaint, complaint registration process, complaint management system, timeline for resolution, escalation matrix and the stakeholders entrusted with the task of implementing this policy.

If you feel we can improve our service pertaining to any products/services of Recykal, you can contact us on the below mentioned touch points and we will be glad to assist you.

For all your queries and redressals, you can contact us on:

Level 1: Customer Support

We recommend you go through our Contact Us page (https://recykal.com/contact) on the website that provides the means to raise as well as track all your queries and complaints. Once you raise the ticket, a representative of the Company will contact you within 1-2 business days to solve your queries/complaints.

You can also contact our customer service team via:

• a phone call (+91-7799996255)
• E-mail <support@recykal.com> 
• Website: Providing your details on https://recykal.com/contact. Customer service team will contact you within 24 hours of receiving the details.

Level 2: Customer Service Escalation

If your concern/query is not addressed within the promised timeline or if you are dissatisfied with the response from Level 1, you can reach out to our escalation desk via email. You can write to escalations@recykal.com and we will respond to you within 1-2 business days from the receipt of your email.

Level 3: Grievance Officer

If your query remains unresolved, you can escalate the matter to our Grievance Officer. You can contact our Grievance Officer – Mr. Rohit Kumar Singh via email at Grievance@recykal.com and we will respond within 2-3 business days from the date of receipt of your email.

Level 4: Nodal Officer

In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our Nodal Officer – Mr. Ishant Baranwal via email at nodal_officer@recykal.com. We will respond within 3-5 business days from the date of receipt of your email.