Contact Policy
1. Purpose
1.1 This Contact Policy explains how to reach Quick Venue Private Limited, what each support channel is intended for, how quickly we respond, and how grievances are escalated and resolved.
1.2 It is published in compliance with applicable laws and statutory guidelines, specifically:
- (a) Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
- (b) Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020;
- (c) Section 13 of the Digital Personal Data Protection Act, 2023.
1.3 This Policy forms an integral part of our Terms & Conditions and should be read closely in conjunction with our Privacy Policy and Refund & Cancellation Policy.
2. Company Information
Quick Venue Private Limited
Brand Name: Quick Venue
https://thequickvenue.com
India's Trusted Event Ecosystem
Ward no. 1, Near Jagdamba, Vill. Shitalpur kamalpur, Bidupur Bazar, Bidupur, Vaishali - 844503, Bihar, India
U74900BR2026PTC086906
Pending Registration (PAN: AABCQ3073B)
3. Customer Support
3.1 Support Channels
You can get in touch with our responsive support desk through any of the designated communication avenues listed below:
Postal Correspondence: Sent to the Registered Office Address mentioned in Clause 2 above.
3.2 What Support Can Help With
- 3.2.1 Assistance with venue discovery search, filtering tools, comparisons, and shortlisting functionality.
- 3.2.2 Tracking the current status of an ongoing booking enquiry or quotation request.
- 3.2.3 Assistance with contacting, communicating with, or following up with a registered Venue Owner.
- 3.2.4 Resolving user account creation, credentials, login authentication, OTP verification, and profile management issues.
- 3.2.5 Guidance on venue partner onboarding, initial listing configuration, updates, and listing correction requests.
- 3.2.6 Answering billing inquiries, invoice downloads, fee schedules, and subscription package queries.
- 3.2.7 Processing reports regarding inaccurate listings, misleading pricing disclosures, or suspected fraudulent conduct.
- 3.2.8 Addressing technical platform faults, software defects, mobile bug encounters, and overall accessibility concerns.
- 3.2.9 Collecting valuable platform feedback and evaluating user-requested feature suggestions.
3.3 What Support Cannot Do
- 3.3.1 Quick Venue acts purely as an intermediary and cannot autonomously confirm, guarantee, or lock a venue calendar date without explicit authorization from the independent Venue Owner.
- 3.3.2 Quick Venue cannot compel a Venue Owner to accept a specific booking request, enforce unilateral pricing modifications outside confirmed contracts, or forcibly issue direct refunds for off-platform payments or monies collected independently by the venue.
- 3.3.3 Quick Venue personnel are strictly prohibited from providing independent legal, accounting, financial, tax representation, or event insurance coverage advice.
- 3.3.4 Quick Venue cannot arbitrate or impose a legally binding settlement between a Customer and a Venue Owner during private contractual disputes, though our team will diligently endeavor to facilitate amicable communications.
3.4 Information to Include
To assist our team in investigating and resolving your inquiry swiftly and effectively, please provide the following mandatory information when contacting us:
- (a) Your full registered account name, mobile contact number, and email address;
- (b) The corresponding enquiry ID, confirmed booking reference, support ticket number, or invoice code;
- (c) The exact venue name and geographical locality/city involved, where relevant;
- (d) A detailed, factual chronology of the underlying issue alongside the concise resolution you are seeking;
- (e) Relevant corroboratory documentation, including payment confirmation receipts, bank transaction screenshots, or prior written communications.
3.5 Ticketing & Reference Tracking
3.5.1 Every valid inquiry received via our official digital channels is instantly assigned a unique numerical ticket reference, which is communicated directly in our initial acknowledgement message.
3.5.2 Users are kindly requested to explicitly quote this ticket reference in all subsequent replies and follow-up correspondence to maintain a coherent case file.
4. Grievance Redressal Mechanism & Grievance Officer
4.1 In accordance with statutory mandates under Indian legislation—including the IT Rules, 2021, the Consumer Protection Rules, 2020, and the DPDP Act, 2023—Quick Venue has formally designated an experienced Grievance Officer to oversee, impartially investigate, and adjudicate escalated complaints from platform users, Venue Owners, and Data Principals.
Designated Grievance Officer Contact Details
4.2 Scope of Jurisdiction
The Grievance Officer serves as the executive authorized escalation point for:
- (a) Allegations regarding breaches of our Terms & Conditions or published operational guidelines;
- (b) Requests demanding the immediate takedown or blocking of unlawful, obscene, defamatory, misleading, or abusive digital material;
- (c) Formal intellectual property infringement notices (including copyright, trademarks, and unauthorized media usage);
- (d) Statutory data protection requests executed under the Digital Personal Data Protection Act, 2023, encompassing personal data access, profile correction, permanent data erasure, nomination, and withdrawal of prior consent;
- (e) Serious substantive complaints regarding a registered Venue Owner, listing veracity, or fraudulent consumer reviews;
- (f) Unresolved financial disputes involving contested invoices, deposit discrepancies, or stalled refund claims;
- (g) Requests seeking manual human review of an automated platform administrative decision;
- (h) Any valid customer service dispute that remained unresolved or incorrectly addressed by standard support channels.
4.3 Procedure to File a Formal Grievance
To trigger a formal grievance inquiry, submit a written representation via email or physical postal delivery directly to the Grievance Officer containing:
- (a) Your complete legal name, physical address, verified mobile telephone number, and registered email address;
- (b) A detailed, highly accurate factual explanation of the specific grievance and the concise corrective relief sought;
- (c) The specific uniform resource locator (URL) or listing ID of any digital content forming the basis of the complaint;
- (d) All relevant supporting documentation, contractual records, written vendor disclosures, or banking proof;
- (e) A sworn declaration verifying that the representations made within your complaint are entirely truthful and accurate;
- (f) In intellectual property complaints, valid documentary proof attesting ownership or legal authority over the asserted rights.
5. Guaranteed Response & Resolution Timelines
5.1 Quick Venue maintains strict internal Service Level Agreements (SLAs). From the timestamp a valid request is logged via an official channel, we commit to the following standard target timelines:
| Request Category | Acknowledgement SLA | Target Resolution SLA |
|---|---|---|
| General Support Enquiry | Within 24 Hours | 2 – 3 Working Days |
| Booking Enquiry Follow-up | Within 24 Hours | 2 Working Days |
| Venue Listing Correction / Edit | Within 24 Hours | 3 – 5 Working Days |
| Billing or Invoice Query | Within 24 Hours | 5 Working Days |
| Refund / Cancellation Request | Within 24 Hours | 7 Working Days (Assessment); actual financial transfers executed per Refund Policy |
| Content Takedown Request | Within 24 Hours | 15 Calendar Days |
| Grievance Officer Complaint | Within 24 Hours | 15 Calendar Days |
| DPDP Data Principal Rights Request | Within 24 Hours | 30 Calendar Days |
| Unlawful Content Takedown Notice | Immediate | Within timeline specified in judicial/governmental decree, or as required by law |
| Lawful Government Authority Inquiry | Within 24 Hours | Within 72 Hours (or as prescribed by applicable warrant/notice) |
5.2 Complex Investigations: Multi-layered disputes necessitating third-party venue audit, forensic payment reconstruction, or external legal review may occasionally require extended processing windows. In all such exceptions, our support desk will proactively inform you of the necessary delay and provide an estimated resolution schedule.
5.3 Working Days Definition: Unless statutorily mandated in calendar days (as reflected in the table above), standard response and handling timelines are calculated in working business days, expressly excluding Sundays and gazetted public holidays in India.
5.4 Transparent Outcomes: Upon concluding an escalated grievance evaluation, Quick Venue delivers a formal written determination to the complainant incorporating clearly articulated grounds and rationale for the actions taken.
6. Business Hours & Platform Availability
Monday – Saturday
9:00 AM – 7:00 PM IST
Monday – Friday
10:00 AM – 5:00 PM IST
6.3 Standard Time Zone: All operational timings referenced across Quick Venue communications correspond strictly to Indian Standard Time (IST / UTC +05:30).
6.4 Off-Hour Submissions: Support tickets, emails, or grievance complaints transmitted outside our defined business hours, on Sundays, or during national holidays are securely logged upon receipt by our automated servers and formally scheduled for manual staff handling on the immediately ensuing working morning. Standard 24-hour acknowledgement timers remain applicable.
6.5 Platform Uptime: Our web portal and automated booking infrastructures operate continuously 24/7/365, subject only to necessary infrastructure maintenance cycles or unavoidable Force Majeure interruptions. Scheduled maintenance windows impacting live booking flows will be notified in advance on our website whenever practicable.
7. Multi-Level Escalation Framework
To ensure fairness and comprehensive oversight, Quick Venue enforces an orderly four-tier structured escalation mechanism for any service difficulty:
Customer Support Desk
Initiate your request via our standard support channels (email, telephone, interactive WhatsApp chat, or online web form). The overwhelming majority of general booking inquiries and operational requests are satisfactorily concluded at Level 1 within standard SLAs.
Senior Support Team Lead
If your initial ticket remains unresolved upon expiration of the committed resolution SLA, or if you feel the solution proposed did not fully address your concerns, request immediate supervisory intervention by responding to your existing ticket email with the explicit subject line phrase: “Escalate to Support Lead”.
Designated Grievance Officer
If an issue remains unsatisfactorily adjudicated at Level 2, or if the underlying dispute directly encompasses formal legal violations, unlawful content takedowns, or data privacy rights under Clause 4.2, transmit a comprehensive formal representation directly to the Grievance Officer (grievance@thequickvenue.com) citing your historical Level 1/2 ticket numbers.
External Statutory Forums & Competent Courts
In the rare event that internal remedies are exhausted without reaching an acceptable outcome, consumers and citizens retain the absolute statutory right to invoke formal judicial or regulatory adjudication by approaching:
- (a) The National Consumer Helpline (NCH) or the appropriate District, State, or National Consumer Disputes Redressal Commission established under the Consumer Protection Act, 2019;
- (b) The Data Protection Board of India regarding digital privacy rights complaints under the Digital Personal Data Protection Act, 2023;
- (c) Any civil court or regulatory tribunal possessing territorial and legal jurisdiction over the subject matter.
7.5 Independent External Recourse: Initiating external adjudication before statutory consumer forums does not legally obligate you to exhaust internal tiers beforehand; however, we earnestly encourage all valued patrons to provide our supervisory teams a reasonable fair opportunity to resolve disputes amicably through our structured Level 1 to Level 3 channels first.
8. Communication Standards & Professional Ethics
8.1 Our Commitment to You: Quick Venue support personnel are strictly instructed to communicate with courtesy, fairness, and professional integrity at all times. We will proactively maintain communication across SLA windows and keep you apprised of case milestones. Under no circumstances will Quick Venue staff ever solicit your account passwords, OTP codes, UPI PIN numbers, banking passwords, CVV digits, or full credit/debit card numbers. Furthermore, no official representative will ever ask you to transfer money into an employee's personal bank account or personal digital wallet.
8.2 Expected Standards from Users: We respectfully request that all interactions with our support staff remain civil, truthful, and focused on verifiable facts. Abusive language, explicit profanity, discriminatory slurs, physical threats, or harassing conduct directed at our employees will not be tolerated and may result in the immediate revocation of your support channel access, account termination, and referral to appropriate law-enforcement agencies.
8.3 Call Monitoring & Audio Recording: For quality assurance, training, and factual dispute verification purposes, telephone communications with our customer assistance desk may be electronically recorded and archived in full compliance with applicable Indian privacy guidelines and our published Privacy Policy.
8.4 Supported Languages: Written and telephonic operational assistance is primarily rendered in English and Hindi. Support in regional Indian languages may occasionally be accommodated subject to regional linguistic staffing availability at the time of inquiry.
9. Fraud Awareness & Anti-Impersonation Warning
9.1 Verified Official Domains: Genuine corporate communications, booking receipts, invoices, and payment confirmations from Quick Venue will originate exclusively from official telephone numbers, verified business chat handles, and institutional email domain addresses explicitly ending in @thequickvenue.com or @quickvenue.com.
9.2 Phishing & Counterfeit Scams: Remain vigilant against sophisticated online phishing attempts, counterfeit booking vouchers transmitted via unverified Telegram/WhatsApp handles, and fraudulent requests urging immediate payment transfers to secure "discounted" last-minute venue reservations.
9.3 Strict Payment Policy: Quick Venue NEVER collects venue advance deposits, platform service charges, or booking reservation fees via personal UPI IDs (e.g., individual name@upi), individual bank accounts, or shortened unverified third-party payment links. All legitimate payments must be executed directly through our encrypted web payment checkout system.
9.4 Immediate Incident Reporting: If you receive suspicious communications claiming affiliation with Quick Venue, or encounter fraudulent listing impersonations, cease interaction immediately and report all evidentiary artifacts directly to our Grievance Officer at grievance@thequickvenue.com for prompt legal and cybersecurity counteraction.
10. Media, Business Partnerships & Legal Correspondence
For journalist interviews, brand assets, press releases, or PR disclosures:
press@thequickvenue.comFor multi-property hospitality chains, event managers, and B2B integrations:
partners@thequickvenue.com10.3 Service of Process & Formal Legal Notices
All statutory civil legal notices, court subpoenas, judicial warrants, or formal service of process intended for Quick Venue Private Limited must be delivered in original physical writing by certified registered post or courier directly to our Registered Office address:
Quick Venue Private Limited
Ward no. 1, Near Jagdamba, Vill. Shitalpur kamalpur, Bidupur Bazar, Bidupur, Vaishali - 844503, Bihar, India
Legal Disclaimer: Transmitting formal legal litigation notices or judicial summons solely to general customer support email inboxes or chat desk operators does not satisfy statutory service rules and shall not constitute legally binding valid service of process upon the company.
11. Amendments & Policy Modifications
11.1 Right to Update: Quick Venue Private Limited reserves the unconditional legal right to amend, update, revise, or modify this Contact Policy at any time to accommodate evolving statutory regulations, operational improvements, modified service levels, or administrative address transitions.
11.2 Binding Effect: The prevailing and officially binding version of this Policy will always remain accessible on our public portal at https://thequickvenue.com/contact-policy, bearing an updated “Last Updated” time stamp. Continued interaction with our support channels or platform subsequent to any published revision constitutes explicit acknowledgment and acceptance of the modified procedures.