Grievance Redressal

1.1 We are open Monday to Saturday, 10:00 to 18:00 IST. Our website and its documents are in English. Contact our care team for assistance. We are closed on Sundays and on public holidays at the place of service.

1.2 We are not a 24-hour emergency service. If something at your address is dangerous — fire, a live electrical hazard, a gas leak, a structural danger — please contact the appropriate emergency service first, then tell us.

1.3 You can also see everything about your membership in your account at sarvshield.com — your item list, your photographs, your service history and how much of each limit you have used.

1.4 Please keep your membership number handy when you contact us. It is on your Membership Certificate.

What	How long
We answer the phone	During our open hours
We reply to an email or message	Within 24 hours
We accept or decline a service request, in writing	Within 1 service working day
Our first technician visit, once a request is accepted	Within 3 service working days
We acknowledge a complaint	Within 48 hours
We resolve a complaint	Within 1 calendar month
We answer a request about your information	Within 30 calendar days
We pay a refund we have accepted	Within 15 to 30 bank working days

2.1 Service working days are Monday to Saturday, not counting public holidays at the place of service. Bank working days are Monday to Friday, not counting bank holidays in Gujarat.

2.2 Finishing a repair may take longer than the first visit where parts, drying time or workshop work are needed. We tell you when we expect to finish, and we tell you again if that changes.

3.1 You tell us. Describe everything that needs attention in the same call or message — it all counts as one service visit, however many trades it takes. Photographs help us send the right person with the right parts.

3.2 We accept it in writing, within one service working day, and tell you which of your visits it uses, or tell you plainly why it is not covered and what it would cost if you want it done anyway.

3.3 We book the visit at a time that suits you, within three service working days, and confirm it in writing.

3.4 Our technician attends, carrying Sarv Shield identification. He shows you the fault, explains what he will do, and tells you if anything will count against a yearly limit — before he starts.

3.5 If something extra is needed, we stop and give you a written price first. Nothing chargeable ever begins without your written agreement.

3.6 We finish, and you sign. You receive a record of what was done and how much of each limit you have used. If a part or a workshop visit is needed, we tell you the date before we leave.

3.7 If the same fault returns because of our workmanship, tell us within 15 days. We put it right free. It does not use a visit and it does not use your limits.

4.1 Call us straight away on +91 94098 12299. We attend these as quickly as we can and we do not apply the fifteen-day wait that applies to a new membership.

4.2 Please switch off the supply at the point you can safely reach, and keep people away from the area, before we arrive.

4.3 We repair the fitting. We do not pay for damage a leak has caused to your furniture, finishes or stock, and we cannot reach anything concealed in a wall or floor. This is explained in your plan document.

Please read this. It protects you from anyone pretending to be us.

(a) Our technician will never ask you for money, for any reason, at your address. Every covered repair is already paid for.

(b) We will never ask you for an OTP, a PIN, a CVV, a card number, a UPI PIN or a bank password. Nobody from Sarv Shield needs any of these, ever.

(c) We will never ask you to pay into a personal account. Every payment goes to the company account printed on your tax invoice.

(d) We will never pay a refund anywhere except the account you paid from, and never in cash or as a voucher.

(e) We will never take money from your account without you approving it. There is no auto-debit and no automatic renewal on any Sarv Shield plan.

(f) We will never start chargeable work without your written agreement, and never send you a bill you did not accept.

5.1 If anyone does any of these in our name, call +91 94098 12299 at once. You may also ask any technician for his Sarv Shield identification before you let him in, and you may call us to confirm he is ours.

Three steps. Please start at the first.

Step	Who	How to reach them	You will hear back
1	Care Plan Manager	care@sarvshield.com or +91 94098 12299	Acknowledged in 48 hours, answered in 3 service working days
2	Grievance Officer — Raj Parekh, Chief Executive Officer	grievance@sarvshield.com or +91 94098 12299	Resolved within 1 calendar month of your first complaint
3	Outside Sarv Shield	Consumer forum with jurisdiction over you, or the National Consumer Helpline on 1915	As that forum decides

6.1 Please give us your membership number, what happened, when, and what you would like us to do. If you have photographs, send them.

6.2 We give you a complaint reference the same day and we keep you told where it has reached.

6.3 We record every complaint, and we read them. A complaint is how we find out what is wrong with our own service, so please tell us rather than leaving it.

6.4 Nothing here takes away any right you have under the Consumer Protection Act, 2019. You may go to the consumer forum at any time, whether or not you have come to us first.

Name	Raj Parekh
Designation	Chief Executive Officer
Company	SR Interior Designs Private Limited
Address	504, Athena Avenue, Sarkhej–Gandhinagar Highway, behind Jaguar Showroom, Devnagar, Gota, Ahmedabad, Gujarat 382481
Email	grievance@sarvshield.com
Telephone	+91 94098 12299
Available	Monday to Saturday, 10:00 to 18:00 IST

8.1 Tell us about a problem early. A loose hinge is a five-minute job; a hinge left for six months takes a shutter with it.

8.2 Give our team safe access at the time we agreed, with an adult present, and clear the work area first.

8.3 Tell us at least three hours ahead if you need to change an appointment, so that we can give the slot to someone else.

8.4 Ask us before you buy a part or call someone else. We cannot reimburse anything bought without our written approval.

8.5 Treat our team with respect. They will do the same for you. We may stop work and leave if anyone is abused or threatened, and we will tell you in writing if that happens.