Complaints & Dispute Resolution Policy

1. Commitment to Fair Resolution Ruhanir IT is committed to treating all client inquiries and grievances with fairness, transparency, and urgency. Our operational philosophy is guided by: *Fair for you. Fair for us.*

2. Escalation Process If you encounter a billing error, service interruption, or contractual concern: 1. **Tier 1 - Direct Notification**: Email **support@ruhanir.com** with your tenant portal identifier, invoice number (if applicable), and detailed description of the grievance. 2. **Tier 2 - Engineering Review**: Our technical operations team will acknowledge receipt within 24 business hours and assign an investigation ticket. 3. **Tier 3 - Resolution Notice**: Within 3 to 5 business days, you will receive a formal written assessment, including corrective actions or billing adjustments if appropriate.

3. Contact for Escalations Direct complaints should be submitted to: - **Email**: support@ruhanir.com - **Telephone**: +880 1570225573 (Saturday to Thursday, 10:00 AM – 6:00 PM BST)