Effective Date: 9 October 2025
Company: NOVA STACK PRIVATE LIMITED
Address: Ground Floor, H. No. 38, Sadatpur, Lal Dora Main Road, Sadatpur Extension, Sadatpur, New Delhi, North East Delhi, Delhi, Delhi: 110094
Contact: care@novabook.in
1. Purpose
This Policy is established in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 to ensure timely resolution of user complaints and service issues.
2. Grievance Officer
NOVA STACK PRIVATE LIMITED has appointed a Grievance Officer to address complaints regarding data usage, content, or service delivery.
Grievance Officer:
Email: care@novabook.in
Working Hours: Monday–Friday, 10:00 AM – 6:00 PM (IST)
3. Complaint Procedure
Users may submit written complaints to the above contact, specifying:
- Full name and contact information
- Description of the issue and supporting evidence
- Relevant order ID or URL (if applicable)
We aim to acknowledge complaints within 48 hours and resolve them within 15 working days.
4. Escalation
If a complaint is not satisfactorily resolved, users may escalate the matter to the appropriate authority under applicable Indian laws.
5. Customer Service
For general support (non-legal matters), please contact our Customer Care at care@novabook.in.
We are committed to maintaining transparency, fairness, and user satisfaction.