Client Care & Compliance
Customer Support & Grievance Redressal
Effective Date: September 30, 2026
Last Updated: September 30, 2026
Operating Entity: EXPLOZET
Registered Office: Naldi, Rajendrapur, Basirhat, North 24 Parganas, West Bengal 743291, India
Official Website: https://explozet.com/
At EXPLOZET, we want clients to have a clear and reliable way to get help when they need it.
Whether you have a question about an active website project, need technical assistance, want an update on a deliverable, or have an unresolved billing or policy concern, we provide a straightforward two-level support and grievance process.
This framework is intended to support transparent communication and provide a clear path for reviewing unresolved concerns.
Level 1: Front-Line Support
For General Project Questions, Updates & Technical Assistance
Most day-to-day client questions can be handled directly through our standard support channels.
You can contact the EXPLOZET support team for matters such as:
Project status updates
Website development questions
Staging link requests
Minor website-related adjustments
Delivery updates
Routine billing questions
General technical assistance
Primary Contact Channels
Phone & WhatsApp Support: +91 98321 05431
Operational Support Email: support@explozet.com
General Business Email: hello@explozet.com
Response Time
We aim to acknowledge incoming support enquiries within 24 business hours.
Most routine operational questions are addressed on the same business day, depending on the nature of the request and current operational workload.
Operational Availability
Our current business hours are listed on the website.
For current availability, please contact EXPLOZET through WhatsApp or phone.
Level 2: Formal Grievance Redressal
For Unresolved Concerns, Contractual Disputes & Policy Complaints
Some matters may require a more formal review.
If your operational or billing concern has not been addressed satisfactorily through Level 1 support within three (3) business days, or if you have a formal concern relating to service delivery, intellectual property, refund processing, or another policy matter, you may escalate the issue directly to our Grievance Desk.
Designated Grievance Contact
The designated contact for formal grievance matters is:
Responsible Officer: Abdur Rahaman Sapui
Designation: Founder & Operational Lead, EXPLOZET
Registered Office:
Naldi, Rajendrapur, Basirhat, North 24 Parganas, West Bengal 743291, India
Dedicated Grievance Email: grievance@explozet.com
Direct Phone / WhatsApp: +91 98321 05431
What Happens After a Formal Grievance Is Submitted?
1. Formal Acknowledgment
We aim to issue a written acknowledgment and grievance reference number within 48 hours of receiving your formal grievance email.
2. Investigation & Evidence Review
We review the information relevant to the matter.
Depending on the nature of the grievance, this may include:
Project agreements
Staging links
Written communication
Message records
Payment records
Other relevant project documents
3. Resolution or Progress Update
We aim to provide a clear resolution or a detailed progress update within 15 working days from the date the formal grievance is submitted, subject to the circumstances of the matter and applicable requirements.
Payment Disputes & Transaction Tracing
Assistance With Online Payment Issues
All online payments for EXPLOZET services are processed through Razorpay Software Private Limited.
If you experience a payment problem, please follow the relevant process below.
Duplicate Payment
If the same transaction is accidentally charged more than once, please contact our billing desk.
What to Send
Email:
Subject:
Duplicate Payment Verification – [Your Name / Business Name]
Please include:
Transaction date
Payment amount
Both Razorpay Payment IDs, where available
Bank UTR numbers, where available
Once the duplicate transaction has been verified, the duplicate amount will be refunded to the original payment method.
The stated policy provides an expected processing period of 5 to 7 business days.
Money Deducted but Payment Shows as Failed
If your bank account was debited but the checkout page displayed a failed, interrupted, or timeout status, do not immediately assume that the payment was successfully received by EXPLOZET.
The transaction may still require reconciliation between your bank and the payment gateway.
The supplied policy states that the payment aggregator and issuing bank may reconcile the transaction within 24 to 48 hours, with the debited amount expected to return within 3 to 7 business days.
If the amount has not been returned after 7 business days, email your Bank Transaction Reference (UTR) to:
We can then request the relevant transaction trace information from Razorpay where applicable.
Grievance Submission Protocol
How to Submit a Formal Grievance
To make sure your concern is properly recorded and can be reviewed efficiently, all formal grievances must be submitted in writing by email.
Step 1: Send Your Email
Step 2: Use This Subject Line
Formal Grievance: [Your Business Name / Invoice or Project Reference]
Step 3: Include the Required Information
Please include:
Client Details
Full name of the Client or authorized business representative
Business or brand name
Registered email address
Phone or WhatsApp number
Project Details
Project name
Service package
Invoice or project reference number
Issue Description
Explain:
What happened
Relevant dates
What communication has already taken place through Level 1 support
What resolution you are requesting
Supporting Documents
Where relevant, attach:
Payment receipts
Screenshots
Emails
Written communications
Other documents that may help us understand the issue
Acknowledgment
We aim to send an official acknowledgment and escalation reference number within 48 hours of receiving your formal grievance.
Related Compliance Policies
Review Our Other Client Policies
For a complete understanding of your project, payments, delivery process, privacy, and service limitations, please review the following policies.
Terms & Conditions
Covers contractual scope, payment milestones, client responsibilities, revisions, third-party services, and jurisdiction.
Refund & Cancellation Policy
Explains advance payment terms, cancellation conditions, refund eligibility, duplicate payments, and applicable refund processing timelines.
Read Refund & Cancellation Policy
Service Delivery Policy
Explains project turnaround times, electronic delivery, staging, revisions, and final handover procedures.
Privacy Policy
Explains how EXPLOZET handles personal information, project data, payment-related information, and third-party services.
Website Disclaimer
Explains limitations relating to website performance, search rankings, marketing outcomes, and dependence on third-party platforms.
Need Help With an Existing Issue?
Start with our regular support channels for day-to-day questions and project updates.
WhatsApp / Phone: +91 98321 05431
Support Email: support@explozet.com
General Email: hello@explozet.com
Formal Grievances: grievance@explozet.com
When submitting a formal grievance, include your business name, project or invoice reference, relevant dates, and a clear explanation of the issue. This helps us identify the correct project records and review your concern efficiently.