Effective date: 10 September 2026

This Grievance and Contact Policy explains how customers and other users can contact WRITEWAVE PRIVATE LIMITED and raise concerns relating to WriteWave Books, including orders, payments, eBook access, personal data and content.

1. Company and Grievance Contact

Company: WRITEWAVE PRIVATE LIMITED
Grievance contact: Grievance Officer, WRITEWAVE PRIVATE LIMITED
Email: business@writewaveco.com
Phone: 88978354
Registered address: Shope LG-31A, Next Door, BPTP Sector 76, N.T.P.C./Sector-10, Faridabad, Ballabgarh, Haryana, India 121004
Working hours: Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays.

2. Purpose

We maintain this process to provide accessible, transparent and timely handling of complaints under applicable Indian consumer, data-protection, information-technology and other laws. General questions may also be submitted through our Contact Us page.

3. Matters You May Raise

  • Payment charged but order not confirmed, duplicate charges or refund status.
  • Missing, delayed, damaged or inaccessible digital files.
  • An eBook materially different from its listing or the wrong title delivered.
  • Account access, security or suspected unauthorised activity.
  • Privacy, consent, correction or deletion requests.
  • Copyright, trademark or other content-rights concerns.
  • Misleading information, customer service or another Website-related issue.

4. How to Submit a Complaint

Email business@writewaveco.com with the subject “Grievance” and provide, as applicable:

  • Your full name and preferred contact details.
  • Order number, transaction reference, Account email and purchase date.
  • A clear description of the issue and the resolution requested.
  • The relevant product or Website URL.
  • Supporting screenshots, payment proof, error messages or rights-ownership documents.

Please do not send passwords, one-time passwords, complete card details, UPI PINs or other sensitive authentication information. Providing complete and accurate information helps us investigate more quickly.

5. Acknowledgement and Resolution

  • We aim to acknowledge a consumer grievance within 48 hours of receipt.
  • We aim to resolve it within one month, unless a shorter period applies under law or additional information is reasonably required.
  • Urgent security, privacy, unlawful-content or court-directed matters may be prioritised according to their nature and applicable law.
  • We may contact you for clarification and will communicate the outcome using the contact details supplied.

Timelines begin when we receive sufficient information to identify and investigate the matter. Complex disputes involving banks, payment providers, publishers or third-party rights holders may require their cooperation, but we will continue to provide reasonable updates.

6. Order, Payment and Refund Complaints

For a payment or delivery issue, include the order number and transaction reference. Eligibility for cancellation or refund is assessed under our Refund & Cancellation Policy and applicable law. Bank or payment-provider processing times may apply after we approve a refund.

7. Privacy Requests

Requests concerning access, correction, consent withdrawal, deletion or another personal-data matter will be handled under our Privacy Policy. We may verify your identity before acting to protect your Account and information.

8. Copyright and Content Complaints

A rights complaint should identify the protected work, the exact material and URL, the complainant’s authority, contact information and supporting evidence. Details are provided in our Copyright and Content Policy. We may restrict content temporarily while a credible complaint is reviewed.

9. Fair Use of the Process

Please submit complaints honestly and avoid duplicate, abusive or knowingly false requests. We may combine duplicate cases, decline requests outside our control, or restrict misuse of the grievance channel while preserving rights available under law.

10. Escalation

If you are dissatisfied with our response, reply to the same email thread and request escalation, explaining the unresolved point. You may also use any remedy available under applicable law, including approaching the appropriate consumer commission, data-protection authority, court or government grievance platform. Indian consumers may obtain information from the National Consumer Helpline.

11. Records and Privacy

We may retain complaint correspondence and supporting records for investigation, legal compliance, fraud prevention and service improvement. Personal Data is handled in accordance with our Privacy Policy.

12. Policy Updates

We may update this Policy to reflect changes in law, our services or grievance procedures. The current version and effective date will be published on this page.