Complaints Handling Policy

Complaints Handling Policy

At Care Cart, we value your feedback and take complaints seriously. This policy outlines how we handle concerns raised about our Applications

What can you complain about?

You can send us your complaints regarding any aspect of our apps, including:

  • Technical/Customization: Issues with how the app works or features that don’t function as expected. 
  • Content: Information within the app that you find inaccurate, deceptive, misleading, or offensive.
  • Privacy: Concerns about how your data is collected, used, or shared within the app.
  • Accessibility: Difficulties using the app due to disability or limitations.

 

How to file a complaint:

  • Email: Send your complaint to our dedicated support team at [email protected]
  • 24/7 Live Chat Support: Use the built-in live chat widget within the app to submit your concern.

 

How We Handle Your Complaints:

We value your feedback and are committed to handling complaints promptly and fairly. Here’s what to expect:

  • Technical/Customization: As soon as any technical issue or customization request is received, it is assigned to the development team. The development team investigates and applies the respective fix. Once the issue is fixed, the QA team verifies the fix and makes it live for the customer. The support team then sends an email to the customer about the resolution. 
  • Content: The concern is assigned to the content manager. The content manager investigates the concern and provides the solution to the development team. The development team resolves the issue and the QA team verifies it. The support team then sends an email to the customer about the resolution. 

 

When We May Not Investigate:

  • Complaints referring to content not published on our apps.
  • Content undergoing legal proceedings.
  • Complainants lacking sufficient interest and information or submitting frivolous/vexatious claims.
  • In such cases, we may close the complaint and explain our decision in writing.

 

Remember:

  • We strive for fair and reasonable solutions to all complaints.
  • Complex issues may take longer to resolve, but we’ll keep you informed.
  • We appreciate your feedback and use it to improve our apps and services.

 

Refund Policy

To ensure your satisfaction, we offer a 30-day money-back guarantee for all our services. If you’re unhappy with your subscription within the free trial period, you will receive a full refund. The Refund requests must be submitted within 30 days from the date of the last charge. This policy applies to all our Apps, regardless of the trial period length.

Following are the points to note regarding the refund process and eligibility criteria:

  • Refunds are processed exclusively through the original mode of payment to ensure a transparent and secure transaction.
  • Eligibility for a refund will be determined on a case-by-case basis, taking into account the reasons provided for dissatisfaction. While we aim to ensure every customer’s satisfaction, certain conditions, such as usage of the app beyond a basic trial or requests beyond the 30-day period, may influence the refund decision.

 

Requesting a Refund:

To request a refund, simply submit a request with the App name, Store URL, and respective details on the Care Cart email address: [email protected] You can also contact our In-Apps 24/7 live chat team to submit refund requests with the respective details.

Special Considerations

  • Carecart reserves the right to grant extensions or exceptions to the refund period at our discretion for special cases. These may include technical issues directly attributable to our apps or extenuating circumstances affecting the user’s ability to use the app as intended.

Fundamental Principles of Handling Complaints:

At Care Cart, we’re committed to handling your concerns fairly, efficiently, and respectfully. Here are our five guiding principles:

  1. Fairness:
    • You’ll be treated with impartiality, understanding, and confidentiality throughout the process.
    • We won’t judge you or assume guilt. Each complaint is evaluated objectively on its merits.
    • Your privacy is important. We’ll keep your complaint confidential and informed about the process and outcome.
  1. Accessibility:
    • We make it easy to file a complaint through various channels, including email, website form, and 24/7 live chat support within Apps.
    • Clear instructions and multiple contact options ensure that customers can voice their concerns.
  1. Responsiveness:
    • We acknowledge complaints promptly and aim to resolve them quickly and thoroughly.
    • Our trained staff is professional and equipped to handle any situation with courtesy and patience.
  1. Efficiency:
    • We handle complaints proportionately to their complexity, ensuring timely resolution without compromising thoroughness.
    • Our streamlined process helps us address your concerns efficiently while maintaining quality.
  1. Integration:
    • Feedback from complaints is valued and used to improve our apps and services.
    • Management actively monitors complaint resolution, ensuring continuous improvement across all operations.

 

By upholding these principles, we strive to deliver a positive and constructive complaint handling experience for everyone.