Customer Grievance & Complaint Redressal Policy
These public terms describe the standard operating framework. A booking confirmation, quotation, invoice, service order or signed agreement may contain package-specific terms. Where law requires a different treatment, applicable law prevails.
1. How to raise a complaint
Send the booking/order ID, customer name, contact details, a clear description of the issue and the requested resolution to info@voffio.com. Do not send passwords or full payment-card details.
2. Review process
Voffio will acknowledge and review complaints using booking, payment, access and communication records. Additional information may be requested where needed to verify the issue.
3. Escalation
If the first response does not resolve the matter, reply to the same case requesting escalation. Statutory consumer, payment-gateway or other remedies available under applicable law remain unaffected.
4. Emergency and unlawful activity
Immediate threats to life or safety should be reported to appropriate emergency authorities. Voffio may preserve and disclose records when lawfully required.