Scope
This policy covers payment authorization, capture, duplicate charge, failed delivery, entitlement, receipt, cancellation, refund, Website report, Astro wallet entry, Shop order or store-credit entry, and Mall transaction complaints. The Astro wallet, Shop store credit, and Mall transactions are separate ledgers and must be investigated against the correct surface. GrahaGuru is not a bank or financial-advice provider.
What to provide
Provide the surface, order or transaction reference, date, amount, account contact, product, and problem. Do not provide an OTP, PIN, password, or complete payment credential.
Independent checks
Support checks payment-provider or store state separately from report, entitlement, inventory, dispatch, delivery, and refund state. A provider success does not prove fulfillment, and an app error does not prove a charge failed.
No duplicate value
A retry, restore, replay, or refund must not create a second charge, entitlement, credit, shipment, or refund. Ambiguous states are escalated rather than guessed.
Timing and escalation
A ticket is issued. For an applicable e-commerce transaction, GrahaGuru acknowledges a consumer complaint within 48 hours and redresses it within one month. External statutory and platform remedies remain available.
Operator and grievance contact
Xalen Technology Private Limited
Principal geographic address: A704, Gagan Unnati Co Op Hsg Soc, Katraj Kondhwa Road, Pune, Maharashtra 411048, India
GSTIN: 27AAACX6117C1ZL
Support phone: +918965815111
Grievance officer: Van, Grievance Officer · +918965815111 · [email protected]
[email protected][email protected]