Contact & Communication Policy
Effective Date: 09-10-2025
Last Updated: 20-10-2025
This Contact & Communication Policy (“Policy”) defines how users, members, clients, partners, and visitors may contact Roots to Loft Private Limited (“Roots to Loft”, “RTL”, “we”, “our”, or “us”), and how such communications are received, processed, and responded to.
This Policy applies to all communication initiated through our website, mobile platforms, email, phone, social media channels, or in-person visits.
1. Purpose of This Policy
- Provide clear and structured communication channels
- Ensure timely and secure handling of enquiries and requests
- Define response timelines and escalation mechanisms
- Protect user data and prevent misuse of communication channels
2. Official Communication Channels
A. Email Communication
- General Enquiries: info@rootstoloft.com
- Support & Services: support@rootstoloft.com
- Accounts & Billing: accounts@rootstoloft.com
- Privacy & Compliance: privacy@rootstoloft.com
B. Phone Communication
- Primary Contact Number: +91-6238804001
- Working Hours: Monday – Friday, 10:00 AM – 5:00 PM IST
Calls outside working hours may not be attended and do not constitute official notice.
C. Website Contact Forms
- Enquiries via “Contact Us” or other website forms
- Information processed as per our Privacy Policy
D. In-Person Visits
- Visits accepted by prior appointment only
- Walk-ins may not be entertained
3. Types of Enquiries Handled
- Workspace bookings and memberships
- Business, startup, and consulting services
- Training and learning programs
- Printing, stationery, and merchandise orders
- Franchise and partnership enquiries
- Billing, payment, and wallet-related queries
- Technical support and platform assistance
4. Response Timelines
| Enquiry Type | Expected Response Time |
|---|
| General Enquiries | Within 1–2 business days |
| Service Support | Within 24–48 hours |
| Billing & Accounts | Within 2–3 business days |
| Legal / Privacy Requests | As mandated by law |
5. Data Protection & Confidentiality
- Handled as per RTL Privacy Policy
- No sharing of passwords, OTPs, or financial details
- RTL never requests sensitive credentials
6. Misuse of Communication Channels
- Restrict abusive or fraudulent communication
- Decline irrelevant or repeated messages
- Report unlawful activity
7. Escalation Mechanism
Escalations may be sent to privacy@rootstoloft.com with reference details and issue description.
12. Governing Law & Jurisdiction
Governed by the laws of India. Courts of Ernakulam, Kerala have exclusive jurisdiction.
13. Grievance Redressal Mechanism
Name: Vishnu Thampan
Designation: Grievance Officer – Legal & Compliance
Email: privacy@rootstoloft.com
Response Time: 48 hours acknowledgment, 30 business days resolution