If something goes wrong with The Shop by Diemeco, or you have a complaint about your account, your shop, a rating, your plan, your data or our service, this is how to reach us and what to expect. We want to solve problems fairly and quickly.
1. Grievance Officer
Name: Amish Pathan
Organisation: Diemeco
Address: Bhagwati Society-1, Dudhsagar Road, Shakti Industrial Zone, Rajkot, Gujarat, India, 360003
Email: support@diemeco.com
2. What you can complain about
- The Shop or your Digital Office not working as it should.
- Your account and sign-in: your login code, someone else using your mobile number, or an account you cannot get into.
- A rating you think is false, or a workshop misusing your shop phone.
- Your plan, once plans start: a charge, a refund or the price you were given.
- Your personal data: access, correction, deletion, or a suspected breach.
- A decision we made about your shop or account.
3. How to complain
- Email support@diemeco.com. Please give your shop's name, the mobile number you sign in with, what happened and when. A screenshot helps.
- A disagreement between you and a workshop about goods, a price, a delivery or a payment is between you and them: Diemeco never handles that money and cannot settle it. We will look at anything about how The Shop worked, and at misuse of The Shop.
4. What we will do
- We will acknowledge your complaint within 24 hours.
- We aim to resolve it within 15 days, and in any case within the time the law prescribes. If it needs longer, we will tell you why and when to expect an answer.
- Problems with sign-in, someone else using your number, or a suspected data breach are looked at first.
- We will tell you the outcome and the reasons in plain words. We keep a record of each complaint and how it was handled.
5. If you are not satisfied
Reply to our answer with the word "Appeal" in the subject and explain what you think is wrong. A different member of our team will look at it again where possible. You may also take your complaint to the consumer forum, the National Consumer Helpline, or another authority or court you are entitled to approach. For matters about personal data you may complain to the Data Protection Board of India.