If something goes wrong with VANDR AI, this policy explains how to raise it, who handles it, and how long each stage takes. Every grievance is logged and answered in writing.
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Timeline at a glance
Step 1: Support
Raise the issue with our support team
We respond within 2–3 business days
Step 2: Escalation
Escalate to the Grievance Officer if unresolved
We respond within 5–7 business days
Step 3: Formal review
Formal review and final written decision
We respond within 10–15 business days
| Stage | What happens | We respond within |
|---|---|---|
| Step 1: Support | Raise the issue with our support team | 2–3 business days |
| Step 2: Escalation | Escalate to the Grievance Officer if unresolved | 5–7 business days |
| Step 3: Formal review | Formal review and final written decision | 10–15 business days |
Business days exclude weekends and public holidays in India. Timelines start when we receive your message.
Step 1: Contact support
Start with our Support page or email vandrsupport@gmail.com. Most issues are resolved here. We respond in 2–3 business days.
Please include:
- The email address on your VANDR AI account
- What happened, and when
- Any invoice or payment reference, for billing issues
- Screenshots or error messages, if you have them
Step 2: Escalate to the Grievance Officer
If support has not resolved it, or you are unhappy with the answer, reply to the same thread with "Escalate to Grievance Officer" in the subject line, or write to vandrsupport@gmail.com with that subject. Include your original ticket reference.
The Grievance Officer reviews the case independently of the person who handled it first and responds in 5–7 business days.
Step 3: Formal review and decision
Complex cases (for example a disputed charge, a data issue, or an account suspension) go to formal review. You receive a written decision with reasons within 10–15 business days of escalation.
If we need longer, we tell you before the deadline, with the reason and a revised date.
For refunds and cancellations, start with the Refund & Cancellation Policy. It sets out what is refundable and how the amount is calculated.