This Policy explains how to raise a complaint with Adarna Inc., who is responsible for resolving it, and how long we will take. It is published as part of our commitment to the fair, transparent, and accountable handling of complaints and personal-data requests under applicable United States federal and state law.
1. Who to Contact
Complaints and data rights requests are handled by our Grievance Officer.
- Office: The Grievance Officer, Adarna Inc.
- Email: contact@adarna.us
- Post: 28 Geary Street, Suite 650 #366, San Francisco, CA 94108, United States
- Hours: Monday to Friday, 09:00 to 18:00 PT, excluding public holidays
2. What You Can Raise
- A problem with an order, a delivery, a refund or a product.
- A request to access, correct, complete or erase your personal data, or to withdraw consent.
- A concern about content on this website, or about misuse of our services.
- A complaint that this or any other of our policies has not been followed.
- A report that someone is impersonating IBT Aura or Aura Clarus.
3. How to Raise a Complaint
Write to the Grievance Officer at the address above and include, so far as you can:
- Your name and a contact address or email.
- Your order number or account identifier, if the complaint concerns one.
- A clear description of the issue and what outcome you are seeking.
- Any supporting documents, screenshots or photographs.
You do not need to use a particular format or wording. A plain email is enough.
4. Our Timelines
- Acknowledgement within 48 hours of receiving your complaint, with a reference number.
- Resolution within one month of receipt, in line with the Consumer Protection (E-Commerce) Rules, 2020.
- Data rights requests are answered as quickly as we can and in any event within the period required under applicable United States federal and state data-protection law.
- If a complaint will take longer, we tell you why and give a revised date rather than going quiet.
5. Data Rights Requests
Under applicable United States federal and state data-protection law you may ask us for a summary of the personal data we hold about you and how it is processed, ask us to correct or complete it, ask us to erase it, withdraw a consent you previously gave, and nominate another person to exercise your rights if you are unable to.
Send the request to the Grievance Officer. We may need to verify your identity before acting, in order to protect your data from someone impersonating you. We will not charge you for making a request.
6. If You Are Not Satisfied
If we have not resolved your complaint, or you are unhappy with the outcome, you may escalate it:
- Consumer matters: the appropriate United States federal or state consumer-protection authority having jurisdiction.
- Personal data matters: the appropriate United States federal or state data-protection authority, once you have first raised the matter with us.
We will cooperate fully with either process, and raising a complaint will never affect how you are treated as a customer.
7. Complaints Made in Bad Faith
We treat every complaint seriously. We reserve the right to decline repetitive, abusive or clearly vexatious complaints, and we will say so plainly and explain why rather than simply ignoring them.
8. Records and Review
We keep a record of complaints and their outcomes so that recurring problems are visible and can be fixed at the root. This Policy is reviewed at least annually, and the date at the top of this page shows when it was last updated.