Help & Support Policy

This Help & Support Policy describes how Naari Living Technologies LLP ("Company", "we", "our", or "us") provides support to users of the LookSorted mobile application ("App"). We are committed to ensuring that every user receives timely, helpful, and respectful assistance.

This Policy applies to all users of the App, whether on the free tier or a paid subscription, and should be read alongside our Terms & Conditions, Privacy Policy, and Refund Policy.

Our support team is available to assist with the following categories of issues:

2.1 Technical Support

• App crashes, bugs, or unexpected behaviour;
• Login and account access issues;
• Wardrobe upload or AI classification errors;
• Push notification settings and delivery issues;
• App installation or update problems on Android or iOS;
• Syncing errors or data not loading correctly.

2.2 Account & Subscription Support

• Help with account registration, profile updates, or password reset;
• Questions about subscription plans, billing dates, and renewal;
• Subscription cancellation guidance;
• Reporting billing errors (duplicate charges or post-cancellation charges as per our Refund Policy).

2.3 General Queries

• Questions about App features and how to use them;
• Feedback on outfit recommendations, styling suggestions, or content;
• Privacy and data-related enquiries;
• Any other concerns related to your LookSorted experience.

2.4 Out of Scope

Our support team is unable to assist with:

• General styling advice or professional stylist consultation unrelated to App content;
• Third-party app or device issues not caused by LookSorted;
• Refund requests other than billing errors as defined in our Refund Policy;
• Issues arising from misuse of the App or violations of our Terms & Conditions.

You may reach our support team through the following channel:

Email: grievance.naarisutra@gmail.com

Website: https://naarisutra.in/

To help us resolve your issue as quickly as possible, please include the following when contacting support:

• Your registered full name, email address, and phone number (mandatory);
• The device model and operating system version (e.g., Android 13, iOS 17);
• The App version (found in Settings > About);
• A clear description of the issue, including steps to reproduce it if applicable;
• Screenshots or screen recordings, if relevant.

We aim to respond to all support requests within the following timeframes:

General queries & feature questions: Within 3 business days

Technical issues (app crash, login failure): Within 2 business days

Billing errors & account issues: Within 48 hours

Grievances (as Grievance Officer): Acknowledged within 48 hours, resolved within 30 days

Response times are measured in Indian Standard Time (IST) during business hours (Monday to Friday, 10:00 AM to 6:00 PM). Queries submitted on weekends or public holidays will be picked up on the next business day.

Complex technical issues may require additional investigation time. We will keep you informed of the status of your request if resolution is expected to take longer than the standard timeframe.

Upon receiving your support request, our team will:

• Send an acknowledgement confirming receipt of your query;
• Investigate the issue and, where necessary, request additional information from you;
• Provide a resolution, workaround, or update within the applicable response time;
• Follow up to confirm that the issue has been resolved to your satisfaction.

If your issue cannot be resolved immediately, we will communicate the expected timeline and keep you updated at regular intervals.

If you are not satisfied with the resolution provided by our support team, you may escalate your concern to our designated Grievance Officer, in accordance with the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

Name: Ambalika Smiti

Designation: Grievance Officer

Email: grievance.naarisutra@gmail.com

Grievances submitted to the Grievance Officer will be acknowledged within 48 hours and resolved within 30 (thirty) days of receipt. If you remain unsatisfied after escalation, you may approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.

To enable efficient support, users are expected to:

• Provide accurate and complete information when submitting a support request;
• Cooperate with our support team by providing requested information or steps to reproduce the issue;
• Refrain from submitting duplicate or repeat requests for the same issue;
• Treat our support staff with courtesy and respect.

We reserve the right to close support tickets where the user provides false information, is abusive toward support staff, or submits requests that violate our Terms & Conditions.

If your query relates to a subscription purchased through the Google Play Store or Apple App Store, please note:

• Subscription management (cancellation, renewal settings) for app store purchases must be handled directly within your Google or Apple account;
• Billing disputes for app store purchases should be directed to Google or Apple respectively;
• We can assist with App-related technical issues regardless of where your subscription was purchased.

We may update this Help & Support Policy from time to time to reflect changes in our support processes or applicable laws. Updates will be posted within the App with a revised "Last Updated" date. Continued use of the App constitutes acceptance of the updated Policy.

For all support queries, please reach out to:

Naari Living Technologies LLP

Flat No. 606, Block B, Vimal Shyam Vihar, Pundag, Ranchi, Jharkhand – 834004, India

Phone: +91-63601-30311

Email: grievance.naarisutra@gmail.com

Website: https://naarisutra.in/