Contact & Grievance

1. Business Information

2. General Contact

3. Contact Categories

Please use the following subject lines so your request can be routed correctly:

• Sales Enquiry: For quotations, demonstrations, SaaS, WaaS, website or software requirements.
• Customer Support: For product access, technical issues, account support or service assistance.
• Payment Support: For failed, pending, duplicate or unrecognised transactions.
• Billing Request: For invoices, receipts, payment confirmations or billing corrections.
• Cancellation / Refund Request: For eligible cancellations and refund reviews.
• Privacy Request: For access, correction or deletion requests relating to personal data.
• Grievance: For unresolved service, payment, privacy or customer-support complaints.

4. Payment and Billing Support

For payment support, send the request from your registered or authorised email address and include:

• Customer name and business name.
• Registered email address and phone number.
• Invoice, quotation, subscription or order reference.
• Transaction reference, payment date, amount and payment method.
• A clear description of the issue.
• A relevant screenshot with confidential details hidden.

Never send your UPI PIN, card PIN, CVV, OTP, NetBanking password or complete card details.

5. Grievance Redressal Process

1. Send your grievance to info@thecoresphere.com with the subject line Grievance.
2. Include your full name, business name, registered contact details and the relevant invoice, transaction, subscription or service reference.
3. Describe the issue clearly and include supporting documents where appropriate.
4. We may request additional information to verify your identity, authority, payment or service history.
5. We will review the matter and communicate the resolution, required action or further information needed.

6. Response Timelines

• General business enquiries are ordinarily acknowledged within one working day.
• Support, billing, payment and grievance requests are ordinarily acknowledged within two working days.
• Resolution time depends on the complexity of the matter, verification requirements and any third-party bank, payment-gateway, hosting or service-provider involvement.
• Where an immediate resolution is not possible, we will make reasonable efforts to provide a status update or next step.

7. Escalation

If your issue remains unresolved after the initial response, reply to the same email thread with the subject line Escalation – Grievance and include the earlier reference, correspondence and reason for escalation.

Keeping the same email thread helps us review the complete history and avoid duplicate requests.

8. Privacy and Confidentiality

Information submitted for support or grievance handling will be used only to verify, investigate and resolve the matter, maintain records, prevent fraud and comply with applicable legal obligations.

Do not include unnecessary sensitive personal, financial or medical information in your message.

9. Related Policies

• Terms & Conditions
• Privacy Policy
• Refund & Cancellation Policy
• Service Delivery Policy
• Payment Policy
• Contact & Grievance

10. Contact Summary