📣 Customer Grievance Policy

Customer Grievance Policy

For any queries or support, users may contact the official 6th Wheel support channels provided in the app or website.

6th Wheel – Wallet-Friendly Car Care Service

At 6th Wheel, customer satisfaction is important to us. This Customer Grievance Policy outlines how users can raise concerns, how such concerns are addressed, and the timelines involved.

1. Purpose of This Policy

This policy is designed to:

Provide a transparent grievance redressal mechanism
Ensure timely resolution of customer concerns
Build trust and accountability across the 6th Wheel platform

2. What Issues Can Be Raised?

Customers may raise grievances related to:

Service booking issues
Coupon redemption problems
App or technical issues
Incorrect service information displayed in the app
Concerns related to partner garage coordination
Payment confirmation or transaction reference issues

Note: Issues related to service quality, workmanship, or delays are primarily the responsibility of the respective partner garage.

3. How to Raise a Grievance

Customers can raise a grievance through:

The 6th Wheel mobile application (recommended)
Official customer support contact details provided on the website/app

While raising a grievance, customers are advised to share:

Registered mobile number
Order / coupon ID
Date of service or booking
Description of the issue

Providing complete details helps in faster resolution.

4. Grievance Acknowledgement

All grievances received will be acknowledged within 48 working hours
A reference number may be provided for tracking the complaint

5. Resolution Process & Timelines

6th Wheel will review the grievance and coordinate with the concerned partner garage or internal team
Resolution efforts will be made within 7–10 working days, depending on the nature and complexity of the issue
Customers will be kept informed about the progress wherever possible

6. Role of 6th Wheel

6th Wheel acts as a facilitating platform between users and independent partner garages
While we assist in coordination and communication, service execution and quality remain the responsibility of the partner garage
6th Wheel does not guarantee refunds or compensation for grievances unless required by law or explicitly stated in the applicable policy

7. Escalation Mechanism

If a customer is not satisfied with the initial response, the grievance may be escalated through the official escalation channel provided by 6th Wheel. Each escalation will be reviewed by a senior support representative.

8. Misuse of Grievance Mechanism

6th Wheel reserves the right to:

Close grievances that are abusive, repetitive, or fraudulent
Take appropriate action against misuse of the grievance redressal system

9. Policy Updates

6th Wheel may update this Customer Grievance Policy from time to time. Updated versions will be published on the website or app and will be effective immediately upon posting.

10. Governing Law

This Customer Grievance Policy shall be governed by the laws of India, and any disputes shall be subject to the jurisdiction of courts in Hyderabad, Telangana.

Final Note

By using the 6th Wheel platform, customers agree to this Customer Grievance Policy along with the applicable Terms & Conditions and other platform policies.

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