At Soft Future Infinity Pvt. Ltd., we are committed to delivering excellent service and ensuring fairness, transparency, and responsiveness in all our business operations. We understand that at times, users, promoters, or customers may face issues or concerns. Our Grievance Redressal Mechanism is designed to address and resolve such issues in a prompt, fair, and efficient manner.

1. Objectives of the Grievance Redressal Policy

• To provide a fair and timely resolution process for complaints and concerns.

• To ensure transparency and accountability in handling grievances.

• To strengthen user trust and enhance the credibility of our services.

2. Scope

This policy applies to:

• All promoters/distributors

• Customers of our products and services

• E-commerce users

• Business partners and employees

3. Grievance Categories

We address grievances related to:

• Payment delays (Income Wallet, Shopping Wallet)

• Product delivery, quality, or return issues

• Commission or reward discrepancies

• ID upgrades or activation concerns

• Account or technical issues

• Miscommunication or misconduct by staff or leaders

• Any violation of company policy

4. Grievance Redressal Procedure

Step 1: Submission of Complaint

Complaints can be submitted via:

• Email: support@softfutureinfinity.com

• Online Portal: www.softfutureinfinity.com/

• Customer Support Number: +91-9676380967

• Physical Letter: Grievance Officer, Soft Future Infinity Pvt. Ltd.,

Step 2: Acknowledgment

An acknowledgment with a reference number will be sent within 24 hours of receiving the complaint

Step 3: Review & Resolution

• Complaints will be reviewed by the Grievance Redressal Officer and relevant department.

• Resolution time: 3–7 working days, depending on the complexity of the issue.

• Updates will be shared through email/SMS/portal

Step 4: Escalation (if unresolved)

If not satisfied, the complaint can be escalated to:

Head – Grievance Redressal

Email: escalations@softfutureinfinity.com

Resolution time: 3 additional working days

5. Grievance Redressal

Email: grievance@softfutureinfinity.com

Contact: +91-9676380967

6. Monitoring & Improvement

All grievances and resolutions are recorded and reviewed regularly to improve our services and systems. Internal audits and customer feedback help enhance our redressal process.