These Terms and Conditions ("Terms") govern the submission of a complaint by the client ("Client," "you," or "your") through the "Complaint Submission Form" ("Form") available on the Bima Samadhan website ("Company," "we," "us," or "our"). By submitting the Form, you agree to be bound by these Terms. Please read these Terms carefully. If you do not agree, do not proceed with the submission.
1. Collection and Use of Information
1.1. The Company will collect only the basic case details necessary for conducting a preliminary assessment of the submitted complaint ("Submitted Information"). This may include the nature of the case, contact information, brief case description, and other pertinent details as requested in the Form.
1.2. The Form may also provide an option for uploading supporting documents. The submission of such documents is purely optional and at the discretion of the individual filling the Form.
1.3. All information collected shall be used solely for the purpose of evaluating the preliminary merits of the complaint to determine whether it aligns with the Company’s initial case assessment criteria.
2. Voluntary Submission of Case Details and Documents
2.1. By submitting the Form, you acknowledge that all information, including any uploaded documents, is submitted voluntarily and at your sole discretion.
2.2. You confirm that the information provided is accurate, complete, and submitted in good faith, and that you understand the Company will rely on this information for an initial review of the complaint.
3. Privacy Policy
3.1. The Submitted Information, including any documents you may choose to upload, will be handled in accordance with the Company’s Privacy Policy This policy outlines how we collect, use, protect, and store your data. You can access the Privacy Policy at any time via the link provided on our website.
3.2. By submitting your complaint, you represent that you have read, understood, and agreed to the terms of the Privacy Policy.
4. Appointment Scheduling and Contact
4.1. Upon receiving the Submitted Information, the Company shall make reasonable efforts to contact you at the preferred appointment time selected during the submission of the Form. This is subject to the availability of our experts.
4.2. The Company does not guarantee that contact will occur exactly at the specified appointment time, as delays may arise due to expert availability, unforeseen circumstances, or other operational considerations.
4.3. In the event that we are unable to contact you at the selected time, the Company shall endeavor to notify you promptly and reschedule the appointment for a mutually convenient time.
5. No Guarantee of Case Acceptance
5.1. The submission of the Complaint Submission Form does not constitute an agreement to provide grievance resolution services, nor does it guarantee the acceptance of your case by the Company.
5.2. The decision to accept or reject a complaint for further processing shall be governed by the Company’s internal quality standards, case acceptance policies, and the sufficiency of the documentary and other evidence submitted by the Client.
5.3. The Company reserves the right, at its sole and absolute discretion, to determine whether a case meets the criteria for acceptance after a thorough review of the Submitted Information. Clients will be notified of the acceptance or rejection of their complaint accordingly.
6. Case Acceptance and Service Agreement
6.1. If the Company determines that a complaint meets its criteria for acceptance, the Company shall proceed to execute a formal agreement with the Client ("Service Agreement"). This Service Agreement shall outline the terms of our grievance resolution services, the scope of assistance to be provided, and the responsibilities of both the Company and the Client.
6.2. The terms governing our grievance resolution services and any applicable success fee will be stipulated in the Service Agreement, which shall become binding once duly executed by both parties.
6.3. The Company reserves the right to update or amend the terms of the Service Agreement at the time of case registration, and the Client shall be provided with the latest version for review prior to execution.
7. Accuracy and Completeness of Information
7.1. You are responsible for ensuring that all information provided in the Form is true, accurate, complete, and up-to-date. Any misrepresentation, omission, or inaccuracy in the Submitted Information may affect the Company’s decision to accept or reject the case.
7.2. The Company shall not be liable for any decisions or actions taken based on the information provided by the Client. It is the Client’s duty to provide accurate information and update any details as necessary.
8. Modification of Terms
8.1. The Company reserves the right to modify these Terms at any time without prior notice. Any changes to the Terms will become effective immediately upon being posted on the Company’s website.
8.2. Your continued use of the Complaint Submission Form following any amendments to these Terms constitutes your acceptance of the revised Terms.
9. Limitation of Liability
9.1. To the fullest extent permitted by law, the Company shall not be liable for any direct, indirect, incidental, special, or consequential damages arising out of or relating to the submission of the Form, any delay in contacting you, rescheduling of appointments, or the acceptance or rejection of your case.
9.2. The Company does not guarantee any specific outcome or resolution in connection with the submission of a complaint, and you acknowledge that any decision to accept or reject a case is at the Company’s discretion.
10. Jurisdiction and Governing Law
10.1. These Terms shall be governed by and construed in accordance with the laws of the State of Punjab, India.
10.2. Any disputes arising out of or related to these Terms, the submission of a complaint, or the Service Agreement shall be subject to the exclusive jurisdiction of the courts located in Ludhiana, Punjab, India.
By submitting the Complaint Submission Form, you confirm that you have read, understood, and agreed to these Terms and the Privacy Policy. For any questions or clarifications regarding these Terms, please contact our customer support team before proceeding with your submission.
