HVACR Studio Grievance Redressal Policy
Leal Software Solution Pvt Ltd provides a structured route for customer complaints involving account access, service delivery, billing, refunds, privacy or other HVACR Studio matters.
How to raise a grievance
Use the customer-support email published on the Contact Us page. Include your registered email address, relevant page/tool, transaction or order reference where applicable, date of the issue and a concise description of the problem.
Turnaround time
Leal aims to acknowledge a grievance within two business days and to provide a resolution or substantive status update within seven business days. Complex payment disputes, bank/payment-gateway investigations, security incidents or matters requiring third-party review may take longer; where that occurs, the customer will be updated on the status.
Escalation
If the initial response does not resolve the concern, reply to the same support thread and clearly request escalation. The matter will be reviewed by an authorized LEAL representative with access to the relevant account, access-control, billing or audit records.
Payment grievances
For payment-related complaints, retain the transaction/order reference and transaction date. Do not email card numbers, CVV, banking passwords, OTPs or other sensitive payment credentials. Payment issues may require coordination with the payment gateway, acquiring bank or issuing bank.
Privacy requests
Privacy or account-data grievances are handled together with the commitments in the Privacy Policy, subject to records that must be retained for security, fraud prevention, audit or applicable legal obligations.