1.1 Most concerns are resolved quickly by customer care: email care@kavera.in or call [phone number], [days and hours]. Customer care aims to respond within 48 hours.

2.1 If your concern is not resolved by customer care, or you prefer to complain directly, contact the Grievance Officer:

Name: [name]

Designation: [designation]

Address: Adept Solar Grown Diamond LLP, [address], Surat, Gujarat

Email: care@kavera.in (subject line: "Grievance")

Landline: [●]

Mobile: [●]

2.2 The Grievance Officer also handles complaints and requests about personal data under the Privacy Policy.

3.1 Every complaint receives a complaint number. The Grievance Officer will acknowledge your complaint within 48 hours of receipt and send you a copy of the complaint as recorded.

3.2 Kavera will resolve your complaint within 7 Business Days of receipt. Where resolution depends on a third party, such as a re-grading by SGL, an insurer's assessment or a logistics partner's investigation, Kavera will tell you in writing within those 7 Business Days why more time is needed and when you can expect a resolution. In every case, your complaint will be resolved within one month of receipt.

3.3 Kavera's response will be in writing and will explain the reasons for its decision.

4.1 You may contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint before the appropriate consumer commission under the Consumer Protection Act, 2019. For complaints about personal data, you may approach the Data Protection Board of India once its procedures apply to your complaint.

4.2 Kavera participates in the National Consumer Helpline's convergence process as required by law.