Grievance Policy

Objectives of this Policy

The key objectives of this Grievance Policy are:
  ◦ To provide all users with a fair, transparent, and accessible channel for raising complaints.
  ◦ To ensure that every grievance is acknowledged and resolved in a timely manner.
  ◦ To treat all complaints with equal seriousness, courtesy, and confidentiality.
  ◦ To continuously improve our platform and services based on user feedback.
  ◦ To maintain full compliance with applicable laws and consumer protection standards in India.

How to Raise a Grievance

Users can submit a grievance through the following channel:
· Email: support@weko.pro

When submitting a grievance, please include the following details to help us process your complaint as quickly as possible:
  ◦ Your full name and registered email address
  ◦ Your subscription plan and account details
  ◦ A clear description of the issue or complaint
  ◦ Date on which the issue occurred
  ◦ Any supporting documents or screenshots (if applicable)

Registration of Grievances

All grievances received through any channel will be logged in our internal system and assigned a unique grievance reference number. This reference number will be shared with you for tracking and future communication.
  ◦ Email / Contact Form: Grievances received via email or the contact form will be logged within 1 working day of receipt.
  ◦ WhatsApp / Phone: Grievances received via WhatsApp or phone will be logged at the time of receipt. Simple queries may be resolved immediately during the call or chat.
  ◦ Written Letter: Grievances submitted by post will be logged within 3 working days of receipt.

Acknowledgement Process

Upon receipt of your grievance, Weko will send you an acknowledgement within 3 (three) working days. The acknowledgement will include:
  ◦ The date on which your grievance was received
  ◦ Your unique grievance reference number
  ◦ The name and contact details of the person handling your complaint
  ◦ An estimated date by which a resolution will be provided

Resolution Process & Timelines

Weko is committed to resolving all grievances as quickly as possible. Our target resolution timelines are as follows:
  ◦ Standard Complaints: Simple account or technical issues will be resolved within 3–5 working days.
  ◦ Billing / Payment Issues: Billing, subscription, or payment-related disputes will be reviewed and resolved within 7–10 working days.
  ◦ Maximum Resolution Time: All grievances will be fully resolved within a maximum of 30 (thirty) working days from the date of receipt, except in exceptional circumstances.

If a complaint requires additional time or information, Weko will notify the user with a revised estimated resolution date and the reason for the delay.

A complaint will be treated as resolved and closed when:
  ◦ The user confirms satisfaction with the resolution, or
  ◦ The user does not respond to Weko's resolution communication within 15 (fifteen) working days of it being sent.

Confidentiality

All grievances and the information provided by users in connection with a complaint will be treated as strictly confidential. Complaint details will only be shared with internal personnel involved in resolving the issue, or with third parties where required by applicable law or to process the complaint.

Scope of this Policy

This Grievance Policy covers complaints related to:

• Account access and technical issues
• Subscription billing or refund disputes
• Signal notifications and platform features
• General service quality concerns

Changes to this Policy

Weko reserves the right to update this Grievance Policy at any time. Changes will be posted on the weko.pro website with a revised effective date.