Introduction
At Chic Roots Axis, customer satisfaction and service transparency are important aspects of our operations. This Grievance Redressal and Customer Support Policy outlines the process through which customers can raise concerns, submit complaints, and seek resolution related to products, services, deliveries, payments, or platform usage.
This policy is designed to ensure that all grievances are handled in a fair, timely, and structured manner while maintaining clear communication throughout the resolution process.
Scope of the Policy
This policy applies to all customers, users, and business clients who interact with the Chic Roots Axis platform, including but not limited to:
- Event supplies purchases
- Equipment rentals or event solutions
- Delivery-related concerns
- Payment or billing issues
- Account or order-related queries
- Service quality feedback
Complaint Submission Process
Customers who wish to raise a complaint or grievance may do so through the official customer support channel provided below.
How to Submit a Complaint
To ensure efficient handling, customers are encouraged to include the following details when submitting a grievance:
- Full name
- Contact information (email or phone number)
- Order number or reference (if applicable)
- Clear description of the issue
- Relevant supporting information or documentation, if available
Official Grievance Contact
All complaints should be submitted via email to:
This email address serves as the primary and official grievance redressal channel for Chic Roots Axis.
Acknowledgement of Complaints
Once a complaint is received:
- An acknowledgement email will be sent within 48 business hours
- The complaint will be logged and assigned for review
- Customers may be contacted for additional clarification if required
Resolution Timelines
Chic Roots Axis aims to address and resolve grievances within reasonable and transparent timeframes.
- Standard complaints: Resolved within 7–10 business days
- Complex or escalated issues: May require additional review time, and customers will be informed accordingly
Resolution timelines may vary depending on the nature of the issue, availability of information, or involvement of third-party service providers.
Escalation Mechanism
If a customer is not satisfied with the initial response or resolution, the grievance may be escalated for further review.
Escalation Process
- Customers may reply to the original support email requesting escalation
- The grievance will be reviewed by a senior support or operations representative
- Additional assessment will be conducted to ensure fair resolution
All escalated grievances are handled with priority and reviewed independently of the initial response.
Communication & Transparency
Throughout the grievance handling process:
- Customers will be kept informed of progress where necessary
- All communication will be conducted via the registered email address
- Clear explanations will be provided regarding outcomes or limitations
Policy Review & Updates
Chic Roots Axis reserves the right to update or modify this Grievance Redressal and Customer Support Policy at any time to reflect operational, legal, or regulatory changes. Updates will be published on this page and take effect upon posting.
Contact Information
For all customer support requests, complaints, or grievances:
Email: info@chicrootsaxis.com
Final Note
This policy reflects Chic Roots Axis’s commitment to responsible service delivery, structured complaint handling, and transparent customer communication while operating as a trusted event supplies and event solutions platform in Ghana.