Grievance Redressal

Kapston Home Services is committed to addressing all customer and partner concerns fairly and promptly.

We follow a structured 3-tier grievance redressal mechanism to ensure every issue is resolved to your satisfaction.

For any issue, first contact our Customer Support team via the app, WhatsApp, phone, or email.

Our support team will acknowledge your complaint within 4 hours during business hours.

Most issues are resolved at this level within 24-48 hours.

If you are not satisfied with the Tier 1 resolution, you may request escalation to a Senior Support Manager.

Escalated cases are reviewed within 48 hours with a fresh perspective and additional authority to resolve.

You will receive a detailed response explaining the resolution or proposed next steps.

If the issue remains unresolved after Tier 2, you may file a formal grievance with our designated Grievance Officer.

Grievance Officer: [Name to be updated], Email: grievance@kapstonhomeservices.in

The Grievance Officer will acknowledge your complaint within 48 hours and provide a final resolution within 7 business days.

The Grievance Officer's decision is made in accordance with applicable laws and company policies.

To process your grievance efficiently, please provide: your name, phone number, booking ID, date of service, and a detailed description of the issue.

Supporting evidence such as photos, videos, or screenshots will help expedite the resolution.

Tier 1 (Support): Acknowledgment within 4 hours, resolution within 24-48 hours.

Tier 2 (Escalation): Review within 48 hours, resolution within 3-5 business days.

Tier 3 (Grievance Officer): Acknowledgment within 48 hours, final resolution within 7 business days.

If you are not satisfied with our internal grievance resolution, you may approach the appropriate Consumer Forum or regulatory authority.

We encourage resolving issues through our internal mechanism first for the fastest resolution.