Contact & Grievance Redressal

Contact & Grievance Redressal

Effective Date: January 17, 2026

Website: https://durgapurshop.com/

1. Introduction and Purpose of Contact & Grievance Page

This page is established to provide a transparent and efficient mechanism for our users to seek assistance and resolve disputes. In compliance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2011, this portal serves as the official point of contact for support, queries, and legal grievance redressal.

2. Website Owner / Responsible Entity Details

The website https://durgapurshop.com/ is owned and operated by the responsible business entity associated with the brand Durgapur Shop. All operational decisions and legal responsibilities regarding the platform’s digital products and services are managed by this entity.

3. Official Contact Information

For general inquiries, technical support, or product-related questions, users may reach us via:

4. Grievance Redressal Officer Information

As per the requirements of the Indian IT Rules, 2011, we have designated a Grievance Officer to oversee the resolution of complaints. The Grievance Officer is responsible for addressing any significant concerns regarding content, user rights, or violations of our terms.

5. Complaint Submission Process

Users may submit a formal complaint by sending an email from their registered email address used during purchase. The complaint must include:

  • Full Name and Order ID (if applicable).

  • A clear description of the grievance or issue.

  • Any supporting documents or screenshots.

6. Response Time Commitment

We are committed to acknowledging and addressing user concerns in a timely manner. We aim to respond to all valid support tickets and grievances within 48 to 72 business hours. Complex technical issues or payment disputes requiring third-party verification may take longer to resolve.

7. Scope of Grievance Handling

The grievance redressal mechanism covers the following areas:

  • Payment-related issues: Failed transactions, double deductions, or gateway errors.

  • Delivery & Access issues: Problems accessing downloadable PDFs, eBooks, or Courses.

  • Technical Issues: Account login failures or website functionality errors.

  • Content Concerns: Issues related to the accuracy or licensing of digital products.

8. Limitations of Support

Our grievance mechanism does not extend to:

  • Requests for refunds that violate our stated Refund Policy.

  • Issues arising from the user’s own hardware, software, or internet connectivity.

  • Complaints from users who have violated the Digital Product License Agreement or Terms of Service.

9. Record Keeping and Resolution Disclaimer

Durgapur Shop maintains a record of all formal grievances and resolutions for legal compliance and quality assurance purposes. By submitting a complaint, you consent to the storage and internal processing of your communication for these purposes.

10. No Guarantee of Outcome Clause

While we pledge to investigate every grievance fairly and diligently, Durgapur Shop does not guarantee a specific outcome or a resolution in favor of the complainant. All decisions made by the Grievance Officer shall be final in accordance with our internal policies.

11. Payment Gateway & Compliance Notice

This page and our dispute resolution processes are designed to meet the compliance standards of our payment partners, including Razorpay, Stripe, and UPI processors. We work closely with these entities to ensure secure and fair financial transactions.

12. Right to Modify Contact & Grievance Policy

We reserve the right to update or amend the contact details and grievance procedures at any time. Any changes will be reflected on this page immediately.

13. Governing Law

The Contact and Grievance Redressal Policy shall be governed by and construed in accordance with the Laws of the Republic of India.

14. Jurisdiction

Any legal disputes or proceedings arising out of the use of this website or the grievance process shall be subject to the exclusive jurisdiction of the courts located in Durgapur, West Bengal, India.

15. Final Acceptance Statement

By accessing this website or purchasing our products, you acknowledge that you have read and agree to use the grievance redressal mechanism provided here before pursuing any other legal or third-party remedies.

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