Customer Support - Grievance Redressal Policy

1. Scope

This Grievance Redressal Policy explains how Bino receives and handles concerns about Bino services, including the website, search and messaging journeys, and a booking or payment journey where Bino is the relevant service provider.

Bino is operated by Bohni Tech Private Limited. A partner, seller, booking provider, or other third party may remain responsible for its own products, fulfilment, cancellation, refund, customer support, and privacy practices. We will review the concern within Bino's role and coordinate with the relevant party when appropriate.

2. How to raise a grievance

Email support@bino.bot with the subject line Grievance. Please include your name, contact details, a booking, order, payment, or other reference if available, a clear description of the concern, and relevant supporting information.

For your security, do not send card numbers, CVV, passwords, OTPs, or other payment credentials by email.

3. Registration and acknowledgement

We record each grievance when received and aim to acknowledge it within three working days. We may contact you for information needed to identify the relevant journey or review the concern.

4. Review and resolution

We review grievances fairly and work to resolve them as soon as reasonably possible. Where a concern involves a payment, booking, refund, partner, or other third-party service, the review may require information or action from that party.

We aim to provide a resolution or a written status update within 30 calendar days of receiving the grievance. If more time is required because the matter depends on a third party, investigation, or applicable law, we will explain the next step in our response.

5. Escalation and closure

If you believe a grievance has not been resolved, reply to the most recent case email with Escalation in the subject line and include the relevant reference. We will conduct a further review and communicate the outcome in writing.

A grievance is closed after we communicate the outcome, or after reasonable follow-up where we need information from you and do not receive it.

6. Privacy-related requests

Privacy, personal-data, consent-withdrawal, correction, erasure, nomination, and related requests may also be sent to support@bino.bot. See our Privacy Policy for more information about how Bino processes personal data.

7. Contact

Send a grievance to support@bino.bot.