Terms & Conditions


Please read the following terms and conditions carefully before registering, accessing, browsing, downloading or using the Site (defined below). By accessing or using the Site or by using the Service (defined below), you agree to be bound by these terms and conditions set forth below including any additional guidelines and future modifications. If at any time you do not agree to these terms and conditions or do not wish to be bound by these terms and conditions, you may not access or use the site and immediately terminate your use of the services.


Your Agreement to these Terms and Conditions for availing Service

The Terms and Conditions (as may be amended from time to time, the “Agreement”) is a legal contract between you being, an individual customer, user, or beneficiary of this service of at least 18 years of age, and Club Concierge Services Private Limited, having its registered office at no 83, 3rd Floor, 7th Cross, 4th B Block, Koramangala, Bangalore - 560034. All services are rendered by Club Concierge through its platform under the brand name Club concierges. Hence all the rights, benefits, liabilities & obligations under the following terms & conditions shall accrue to the benefit of Club concierges. (together with its subsidiaries and other affiliates, “us”, “We” or “Club concierges”), all services are individually or collectively are referred as Service or Services as they case may be.

Service can be used by you subject to your adherence with the terms and conditions set forth below including relevant policies. Club Concierge reserves the right, at its sole discretion, to revise, add, or delete portions of these terms and conditions any time without further notice. You shall re-visit the “Terms & Conditions” link from time to time to stay abreast of any changes that the “Site” may introduce.

ELIGIBILITY

The services are not available to persons under the age of 18 or to anyone previously suspended or removed from the services by Club Concierge. By accepting these Terms & Conditions or by otherwise using the Services or the Site, You represent that You are at least 18 years of age and have not been previously suspended or removed from the Services. You represent and warrant that you have the right, authority, and capacity to enter into this Agreement and to abide by all of the terms and conditions of this Agreement. You shall not impersonate any person or entity, or falsely state or otherwise misrepresent identity, age or affiliation with any person or entity.

Club Concierge and/or the Club Concierge business partner reserve the right to charge and recover from the User, fees for availing the Services. These changes shall be effective from the time they are posted on to the Club Concierge Website or over the Club Concierge business partner channel through which you are availing the Service. You are bound by such revisions and should therefore visit the Club Concierge Website or check with the Club Concierge business partner channel through which you are availing the Service to review the current fees from time to time. In the event that you stop or seek a reversal of the Payment Instructions as may have been submitted, Club Concierge shall be entitled to charge and recover from you and you shall be liable to pay such charges as may be decided by Club Concierge. These charges shall be charged on to your designated Payment Account or in any other manner as may be decided by Club Concierge.

Club Concierge offers a convenient and secure way to make payments towards identified Biller(s) using a valid Payment Account.

From time to time, Club Concierge, at its sole discretion, can add to or delete from such list of Billers or types of Payment Accounts that can be used in respect of making payments to a Biller. In any event (i) the type and range of Payment Accounts that can be used for making payments may differ for each Biller depending on Biller specifications (ii) there may be an additional fees/charge when using certain types of Payment Accounts in respect of a Biller; and (iii) the terms upon which a payment can be made to a Biller can differ depending on whether a Card or a Bank Account is used to issue the Payment Instruction.

Provide true, accurate, current and complete information about yourself (“Registration Data”), your Payment Account details (“Payment Data”), your Biller details (“Biller Data”) and

Maintain and promptly update the Registration Data, Payment Data and Biller Data to keep it true, accurate, current and complete. If you provide any information that is untrue, inaccurate, not current or incomplete, or Club Concierge has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, Club Concierge has the right to suspend or terminate your account and refuse any and all current or future use of the Service (or any portion thereof).  

COUPON REDEMPTION

Coupon redemption is purely subjected to standard and specified terms and conditions mentioned by Club Concierge and the respective partner. Coupons are issued on behalf of the respective partner. Hence, any damages, injuries, losses incurred by the end user by using the coupon is not the responsibility of Club Concierge.

This main T&C of Club Concierge supersedes any offer related to Club Concierge.

 

 

 

 

COMMUNICATION POLICY 

By accepting the terms and conditions the customer accepts that Club Concierge may send the alerts to the mobile phone number provided by the customer while registering for the service or to any such number replaced and informed by the customer. The customer acknowledges that the alerts will be received only if the mobile phone is in ‘On’ mode to receive the SMS. If the mobile phone is in ‘Off’ mode then the customer may not get / get after delay any alerts sent during such period.

 

Club Concierge will make best efforts to provide the service and it shall be deemed that the customer shall have received the information sent from Club Concierge as an alert on the mobile phone number provided during the course of availing services and Club Concierge shall not be under any obligation to confirm the authenticity of the person(s) receiving the alert. The customer cannot hold Club Concierge liable for non-availability of the service in any manner whatsoever.

 

The customer acknowledges that the SMS service provided by Club Concierge is an additional facility provided for the customer’s convenience and that it may be susceptible to error, omission and/ or inaccuracy. In the event the customer observes any error in the information provided in the alert, Club Concierge shall be immediately informed about the same by the customer and Club Concierge will make best possible efforts to rectify the error as early as possible. The customer shall not hold Club Concierge liable for any loss, damages, claim, expense including legal cost that may be incurred/ suffered by the customer on account of the SMS facility.

 

The customer acknowledges that the clarity, readability, accuracy, and promptness of providing the service depend on many factors including the infrastructure, connectivity of the service provider. Club Concierge shall not be responsible for any non-delivery, delayed delivery or distortion of the alert in any way whatsoever.

 

The customer agrees to indemnify and hold harmless Club Concierge and the SMS service provider including its officials from any damages, claims, demands, proceedings, loss, cost, charges and expenses whatsoever including legal charges and attorney fees which Club Concierge and the SMS service provider may at any time incur, sustain, suffer or be put to as a consequence of or arising out of (i) misuse, improper or fraudulent information provided by the customer, (ii) the customer providing incorrect number or providing a number that belongs to that of an unrelated third party, and/or.

 

Customer also agrees to receive information regarding what Club Concierge perceives to be of their interest based on usage history via SMS, email & phone call. This includes offers, discounts and general information. In case the customer does not want such information, they have to explicitly ask to be excluded.

 

By accepting the terms and conditions the customer acknowledges and agrees that Club Concierge may call the mobile phone number provided by the customer while registering for the service or to any such number replaced and informed by the customer, for the purpose of collecting feedback from the customer regarding the services that they have availed.

Grievances and claims should be reported to Club Concierge support team within 10 days

 

USE OF SITE  

You understand that except for information, products or services clearly indicated as being supplied by the Club Concierge, we do not operate, control, or endorse any information, products or services on the Internet in anyway. You also understand that Club Concierge cannot and does not guarantee or warrant that files available for downloading through the Site will be free of viruses, worms or other code that may be damaging. You are responsible for implementing procedures to satisfy your particular requirements and for accuracy of data input and output.

 

 

PROHIBITED CONDUCT 

By using the Services you agree not to:

 

Use the Services for any purposes other than to access the Services in accordance with these Terms and Conditions and as such services are offered by Club Concierge

 

Impersonate any person or entity, falsely claim or otherwise misrepresent an affiliation with any person or entity, or access the accounts of others without permission, forge another persons’ digital signature, misrepresent the source, identity, or content of information transmitted via the Services, perform any other similar fraudulent activity or otherwise with what we reasonably believe to be potentially fraudulent funds

 

Infringe our or any third party’s intellectual property rights, rights of publicity or privacy

 

Use the Services if You are under the age of eighteen (18) without a parental sponsor or in any event use the Services if You are under the age of thirteen (13) years old even with a parental sponsor and in accordance with applicable law

Post or transmit any message which is libelous, defamatory or which discloses private or personal matters concerning any person

Post or transmit any message, data, image or program which is pornographic in nature Refuse to cooperate in an investigation or provide confirmation of Your identity or any other information You provide to Club Concierge Remove, circumvent, disable, damage or otherwise interfere with security-related features of the Services and the Site or features that enforce limitations on the use of the Services

Reverse engineer, decompile, disassemble or otherwise attempt to discover the source code of the Services or any part thereof, except and only to the extent that such prohibition is expressly prohibited by applicable law notwithstanding this limitation

Use the Services in any manner that could damage, disable, overburden, or impair it, including, without limitation, using the Services in an automated manner

Modify, adapt, translate or create derivative works based upon the Services and the Site or any part thereof, except and only to the extent that such prohibition is expressly prohibited by applicable law notwithstanding this limitation

Intentionally interfere with or damage operation of the Services or any other user’s enjoyment of it, by any means, including uploading or otherwise disseminating viruses, adware, spyware, worms, or other malicious code or file with contaminating or destructive features

Use any robot, spider, other automatic device, or manual process to monitor or copy the Site without prior written permission

Interfere or disrupt this Site or networks connected to this Site

Take any action that imposes an unreasonably or disproportionately large load on our infrastructure/ network

Use any device, software or routine to bypass the Site’s robot exclusion headers, or interfere or attempt to interfere, with the Services

Forge headers or manipulate identifiers or other data in order to disguise the origin of any content transmitted through our Site or to manipulate your presence on our Site

Sell the Services, information, or software associated with or derived from it

Use the facilities and capabilities of the Site to conduct any activity or solicit the performance of any illegal activity or other activity which infringes the rights of others

Breach this Agreement or any other Club Concierge agreement or policy

Provide false, inaccurate or misleading information

Use the Site to collect or obtain personal information, including without limitation, financial information, about other users of the Site

Use the Services in a manner that Club Concierge or any payment card network reasonably believe to be an abuse of the payment card system or a violation of payment card network rules

LIMITATION OF LIABILITY AND DAMAGES 

In no event will Club Concierge or its contractors, agents, licensors, partners, suppliers be liable to you for any special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever) arising out of or relating to (i) this agreement, (ii) the services, the site or any reference site, or (iii) your use or inability to use the services, the site (including any and all materials) or any reference sites, even if Club Concierge or a Club Concierge authorized representative has been advised of the possibility of such damages. In no event will Club Concierge or any of its contractors, directors, employees, agents, third party partners, licensors or suppliers’ total liability to you for all damages, liabilities, losses, and causes of action arising out of or relating to (i) this Agreement, (ii) the Services, (iii) your use or inability to use the Services or the Site (including any and all Materials) or any Reference Sites, or (iv) any other interactions with Club Concierge, however caused and whether arising in contract, or including negligence, warranty or otherwise, exceed the amount paid by you, You acknowledge and agree that Club Concierge has offered its products and services, set its prices, and entered into this agreement in reliance upon the warranty disclaimers and the limitations of liability set forth herein, that the warranty disclaimers and the limitations of liability set forth herein reflect a reasonable and fair allocation of risk between you and Club Concierge, and that the warranty disclaimers and the limitations of liability set forth herein form an essential basis of the bargain between you and Club Concierge. Club Concierge would not be able to provide the services to you on an economically reasonable basis without these limitations. Applicable law may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above limitations or exclusions may not apply to you. In such cases, Club Concierge’s liability will be limited to the fullest extent permitted by applicable law. This paragraph shall survive termination of this Agreement.

INDEMNIFICATION 

You agree to indemnify, save, and hold Club Concierge, its affiliates, contractors, employees, officers, directors, agents and its third party suppliers, licensors, and partners harmless from any and all claims, losses, damages, and liabilities, costs and expenses, including without limitation legal fees and expenses, arising out of or related to your use or misuse of the Services or of the Site, any violation by you of this Agreement, or any breach of the representations, warranties, and covenants made by you herein. Club Conciergereserves the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify Club Concierge, including rights to settle, and you agree to cooperate with Club Concierge’s defense and settlement of these claims. Club Concierge will use reasonable efforts to notify you of any claim, action, or proceeding brought by a third party that is subject to the foregoing indemnification upon becoming aware of it. This paragraph shall survive termination of this Agreement.

MODIFICATION OF THIS AGREEMENT 

Club Concierge reserves the right to change, modify, add, or remove portions of this Agreement (each, a “change”) at any time by posting notification to the Site or otherwise communicating the notification to you. The changes will become effective, and shall be deemed accepted by you, 24 hours after the initial posting and shall apply immediately on a going-forward basis with respect to payment transactions initiated after the posting date. If you do not agree with any such modification, your sole and exclusive remedy is to terminate your use of the Services. For certain changes, Club Concierge may be required under applicable law to give you advance notice, and Club Concierge will comply with such requirements.

NOTICE 

Club Concierge may provide you with notices and communications by email, regular mail or postings on the Site or by any other reasonable means. Except as otherwise set forth herein, notice to Club Concierge must be sent by courier or registered mail to no 83, 3rd Floor, 7th Cross, 4th B Block, Koramangala, Bangalore - 560034.

WAIVER 

The failure of Club Concierge to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision. Any waiver of any provision of this Agreement will be effective only if in writing and signed by Club Concierge.

ARBITRATION 

Club Concierge may elect to resolve any dispute, controversy or claim arising out of or relating to this Agreement or Service provided in connection with this Agreement by binding arbitration in accordance with the provisions of the Indian Arbitration & Conciliation Act, 1996. Any such dispute, controversy or claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party.

 
GOVERNING LAW AND FORUN FOR DISPUTES 

Except as otherwise agreed by the parties or as described in the Arbitration section above, you agree that any claim or dispute you may have against Club Concierge must be resolved by a court located in Bangalore, India. You agree to submit to the personal jurisdiction of the courts located within Bangalore, India for the purpose of litigating all such claims or disputes. This Agreement shall be governed by the laws of India, without giving effect to any principles of conflicts of law.

SEVERABILITY 

If any provision of this Agreement is held to be unlawful, void, invalid or otherwise unenforceable, then that provision will be limited or eliminated from this Agreement to the minimum extent required, and the remaining provisions will remain valid and enforceable.

INTELLECTUAL PROPERTY RIGHTS 

We, or our licensors, own all right, title and interest, including, but not limited to all copyright, trademark, patent, trade secret or other proprietary rights (“IP Rights”), in and to the Site, the Platform, the Usage Data. You shall not reproduce, distribute, transmit, modify, create derivative works, display, perform or otherwise use the Site, the Platform or any of the IP Rights, or attempt to reverse engineer, decompile, disassemble, or derive the source code for the Platform or use the Platform or Site to create a competing product. Club Concierge is owned by One97 Communications Ltd. Unauthorized use is strictly prohibited. All rights are expressly reserved to Club Concierge.

CLUB CONCIERGEMARKET PLACE

Club Concierge is the provider of online Marketplace Service, where branded merchandises are displayed online by the various registered merchants (Merchants) for sale and you can purchase the same subject to the terms and conditions contained herein. Online Market Place Services are offered to you through various modes including issue of coupons & vouchers and through various Sites. Club Concierge provides the services of listing catalogs, pricing, shipping, etc. which is informational and it is up to you to follow it or not.

In using the online Market Place Service, you explicitly agree and acknowledge that:

Club Concierge, through its Site also makes available a variety of branded products/ services offered by its Merchant partners. Purchase of such products will be subject to the terms of offer for sale and such other additional terms, if any, as specified by the Merchant partner.

Club Concierge may offer delivery services for some of the products on the Website as per the company’s policy, which may be changed by Club Concierge without any notice to you.

Club Concierge is not a warrantor of the products/ services being offered on Club Concierge by various Merchants.

The price of products offered on the Website is including MRP, Retail Price, Sell Price, Discounted Price is offered by our Merchant partner. Club Concierge may at its discretion offer marketing promotion benefits by way of gift coupons, cash back, free gifts etc. on all or some of the products from time to time.

PRIVACY POLICY

We Club Concierge Services Private Limited., are registered at no 83, 3rd Floor, 7th Cross, 4th B Block, Koramangala, Bangalore - 560034, India, hereinafter referred to as Club Concierge. At Club Concierge, we value your trust & respect your privacy. This Privacy Policy provides you with details about the manner in which your data is collected, stored & used by us. You are advised to read this Privacy Policy carefully. By visiting Club Concierge’s website/WAP site/applications you expressly give us consent to use & disclose your personal information in accordance with this Privacy Policy.  

Note: Our privacy policy may change at any time without prior notification. To make sure that you are aware of any changes, kindly review the policy periodically. This Privacy Policy shall apply uniformly to Club concierge desktop website, Club Concierge mobile WAP site &Club Concierge mobile applications

GENERAL

We will not sell, share or rent your personal information to any 3rd party or use your email address/mobile number for unsolicited emails and/or SMS. Any emails and/or SMS sent by Club Concierge will only be in connection with the provision of agreed services & products and this Privacy Policy.

Periodically, we may reveal general statistical information about Club Concierge& its users, such as number of visitors, number and type of goods and services purchased, etc.

We reserve the right to communicate your personal information to any third party that makes a legally-compliant request for its disclosure.

PERSONAL INFORMATION

Personal Information means and includes all information that can be linked to a specific individual or to identify any individual, such as name, address, mailing address, telephone number, email ID, credit card number, cardholder name, card expiration date, information about your mobile phone, DTH service, data card, electricity connection, Smart Tags and any details that may have been voluntarily provided by the user in connection with availing any of the services on Club Concierge

When you browse through Club Concierge, we may collect information regarding the domain and host from which you access the internet, the Internet Protocol [IP] address of the computer or Internet service provider [ISP] you are using, and anonymous site statistical data.

USE OF PERSONL INFORMATION 

We use personal information to provide you with services & products you explicitly requested for, to resolve disputes, troubleshoot concerns, help promote safe services, collect money, measure consumer interest in our services, inform you about offers, products, services, updates, customize your experience, detect & protect us against error, fraud and other criminal activity, enforce our terms and conditions, etc.

We also use your contact information to send you offers based on your previous orders and interests.

We may occasionally ask you to complete optional online surveys. These surveys may ask you for contact information and demographic information (like zip code, age, gender, etc.). We use this data to customize your experience at Club Concierge, providing you with content that we think you might be interested in and to display content according to your preferences.

COOKIES 

A `cookie` is a small piece of information stored by a web server on a web browser so it can be later read back from that browser. Club Conciergeuses cookie and tracking technology depending on the features offered. No personal information will be collected via cookies and other tracking technology; however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

 LINKS TO OTHER SITES 

Our site links to other websites that may collect personally identifiable information about you. Club Concierge is not responsible for the privacy practices or the content of those linked websites.

SECURITY 

Club Conciergehas stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Whenever you change or access your account information, we offer the use of a secure server. Once your information is in our possession, we adhere to strict security guidelines, protecting it against unauthorized access.

CONSENT 

By using Club Conciergeand/or by providing your information, you consent to the collection and use of the information you disclose on Club Concierge in accordance with this Privacy Policy, including but not limited to your consent for sharing your information as per this privacy policy.

The name and contact details of the Grievance Officer are provided below:

Mr. Lohit HD

Club ConciergeServices Private Limited
no 83, 3rd Floor, 7 Cross, 4th B Block, Koramangala, Bangalore - 560034
Email: support@Clubconcierge.in
Time: Mon – Fri (9:00 am - 6:00 pm)

DISCLAIMER

WE MAKE NO WARRANTY, EXPRESS OR IMPLIED, WITH RESPECT TO THE SITE, THE PLATFORM/NETWORK AND SERVICES OFFERED. WE EXPRESSLY DISCLAIM THE IMPLIED WARRANTIES OF NONINFRINGEMENT, MERCHANTABILITY, AND FITNESS FOR ANY PARTICULAR PURPOSE. We provide the Site, the Platform/Network and any other technology and services on the Site on an “as is”, “where is”, “with all fault’s basis. We do not warrant that the Site or the Platform any products and services shown or described on the Site, or other technology and services will be uninterrupted, error-free, available or operational at any particular time, or that any known defects will be corrected.

Information, services, names, pictures, advertisements, images and contents are provided `as is` on this web site. Club ConciergeServices Private Limited. expressly disclaims all and any kind of warranties, whether express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Parties using the information provided on this web site may do so after satisfying themselves that the same suits their individual requirements.

Club Conciergeuses information voluntarily provided by users to optimise their experience on our web site, whether to provide personalised elements on the site, or to prepare a better future content base in the interests of our users. However, the information contained on this web site is not intended to be, and should not be treated as legal or professional advice.

` Club Concierge` is a registered trademark. All other trademarks, company names or logos, and product names referred to in this web site remain the property of Club Concierge.

In no event shall Club concierge be responsible to any person or entity for any loss or damage, whether direct, indirect, incidental, consequential or otherwise, arising out of access or use or dissemination of information contained on this web site, including, but not limited to, loss of profits, data, or damage to the user`s computer systems.

The information, contents, names, images, etc. may be changed, updated, modified and/or improved from time to time without any notice.

Club Conciergeshall make all reasonable attempts to eliminate and exclude viruses from this web site. However, Club Concierge. does not ensure or accept any liability in respect thereof. Parties using this web site may take suitable precautions before downloading information.

This Disclaimer Clause and any claims arising out of the use of the information from this web site shall be governed by the laws of India and only the Courts in Bangalore, and no other Courts, shall have jurisdiction over the same. By accessing this web site, the user accepts this. 

 

GREVIENCE POLICY

Club Concierge strongly believes in a sincere and transparent approach to its customers. You trust and love us and we would never put growth before trust. This policy document aims at minimizing instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. The self-review will be of help in identifying shortcomings in the product features and service delivery. If you’re disappointed, then at some point in time we’ve not done a great enough job.

Club Concierge’s policy on grievance redressal follows the under noted principles.

Our users are to be treated fairly at all times.

 

Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.

 

Users are informed about the channels to escalate their complaints, concerns and grievances within Club Concierge and their rights if they are not satisfied with the resolution of their complaints.

 

Club Conciergewill take care of all complaints efficiently and fairly as they value each customer.

 

All employees at Club Conciergemust work in good faith and without prejudice to the interests of the users.

We understand that customer grievances can happen due to multiple reasons. It can be because of the gap between the promised service levels and the service levels actually offered. Since we are dealing with humans, a lot of grievances can arise due to the attitudinal and the way communication gets done. It can also happen due to the actual errors across the system.
Users have complete authority to file a complaint/ share feedback if they are disappointed by services rendered by Club Concierge. They can give their complaint/ feedback in writing, email, or on Club Concierge If user’s dilemma is not resolved within the given time or if they are not satisfied with the solution provided by Club Concierge, they can approach our tiered redressal system with their complaint or other legal avenues available for grievance redressal.
In order to make Club Concierge redressal channels more meaningful and effective, a structured system has been put in place. This system will ensure that the complaints are redressed seamlessly and well within the stipulated timeframe.

 

AWARRENESS OF GRIEVANCE REDRESSAL SYSTEM 


At Club Concierge, the customer’s experience is what we deliberate and focus on. This is why we listen and take the time to know our customers and take their concerns seriously. Going skin-deep to analyze and scrutinize, how you would feel from the time you step-in to Club Conciergetill the time you’re done, helps us evolve and enhance our services. If a customer has found our experience simple and incredible, we know we are doing something worthy. However, when a user is concerned or has complaints, we do everything we can to fix it and make it right.

 

SENSITIZING STAFF ON HANDLING COMPLAINTS 


Our staff undergoes regular training to ensure that consumers queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the customer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the consumer queries are analysed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.


HOW TO REACH CLUB CONCIERGE

For Operational Related Issues

TOLL FREE – 1800 103 7247

LAND LINE – 080 4511 2424

EMAIL – SUPPORT@CLUBCONCIERGE.IN

 

We recommend that customer sends us a query/grievance by logging in his Club Conciergeaccount and using the ‘Help and Support’ section. It is also recommended that the customer writes his complaint reference number provided by our customer care team in all further communication with us regarding a particular issue. This enables us to get more details about the customer and the query quickly and helps to resolve the query faster.

  

ESTIMATED TIM TAKEN TO ADDRESS QUERIESS 

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Here are the estimated timelines at various levels of queries/escalations

First response to a user’s query/ concern – 24 hrs

Follow-up queries – 48 hrs

Escalated cases – 7 days

Customer grievances – 15 days

Bank account transfers – 7 days

Users are requested to raise the concern to next level only if they do not get a resolution within the time frame mentioned above. This will help us in resolving your concern in a smoother way.

 

 

RETURN, REFUND & CANCELLATION POLICY 

In the event you receive a damaged / defective product/ services or a product / service that does not comply with the specifications as per your original order, you are required to get in touch with the customer service team.

Upon receiving your complaint, Club Conciergeshall verify the authenticity and the nature of the complaint. If Club Conciergeis convinced that the complaint is genuine, Club Conciergewill take further actions. However, in the event of frivolous and unjustified complaints regarding the quality and content of the products / services, Club Conciergereserves the right to pursue necessary legal actions against you and you will be solely liable for all costs incurred by Club Conciergein this regard.

Before accepting shipment of any product / services, kindly ensure that all the details are correct. If you observe that there is any deviation in the order, request you to refuse to accept delivery and inform Club Conciergeat the earliest. The return process of the product may be restricted by Club Conciergedepending on the nature and category of the product / services.

Please notify Club Conciergeof receipt of a damaged/ defective product/service within 24-hours of delivery to you. If you are unable to do so within 24-hours, Club Concierge/Merchant/manufacturer/service provider shall not be held liable for the failure to replace the order;

Club Conciergewill arrange pick-up of the damaged/defective product / service through its own logistics partner. In the event Club Conciergeis unable to do so, Club Conciergewill notify you regarding the same and you will be required to dispatch the product using a reputed courier in your respective area within one (1) day from receipt of such notice. Courier freight charges will be reimbursed in such form as is determined by the logistics team upon prior consultation with Club Concierge;

The returned products / services are subject to verification and checks by Club Conciergein order to determine the legitimacy of the complaint/ return.

In the event the return of a product is duly accepted by Club Concierge, the value of such product, as originally paid by you during acceptance of delivery of product or otherwise, will be refunded to you. Refund will be processed based on the mode of payment and Club Conciergewill credit your refunds directly into customer bank account.

Club Conciergeoffers hassle-free returns to simplify returns for buyers and sellers. The cost of return shipping for an item that is not as described is the seller’s responsibility. You also authorize Club Conciergeto place the return shipping label costs on your invoice, subject to your automatic payment method on file.

You can cancel your order online before the product / services has been delivered. Your entire order amount will be refunded.

In case the product / service you have ordered has been processed / shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the complete information and after deducting the applicable charges

Unfortunately, an order cannot be cancelled once the product / service item has been delivered to you.

In order to cancel an item in your order:

Log into your Club Conciergeaccount and go to the `My Orders` page

Identify the item you want to cancel and click on the corresponding “cancel”

In the detailed order page, you will see `Cancel` links against each of the items in that order

Click on the `Cancel` link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation

Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible

Once you request the cancellation of product / service in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund after deducting applicable charges. You will be notified of the same by email.

However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by Club Concierge.

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.

Back to Source - In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.
Once you have requested the cancellation of item(s) in your order, Club Conciergewill complete the cancellation and initiate the refund, depending on your preference. 

Use of Information: We may share your telephone numbers with our service providers (such as billing or collections companies) who we have contracted with to assist us in pursuing our rights or performing our obligations under the User Agreement, our policies, or any other agreement we may have with you. These service providers may also contact you using autodialled or pre-recorded messages calls and/or SMS or other text messages, only as authorized by us to carry out the purposes we have identified above, and not for their own purposes.

By accepting the terms and conditions the you accept that Club Conciergemay send the alerts to the mobile phone number/ email provided by you while registering for the Service or to any such number replaced and informed by you.

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