Grievance and Consumer Complaint Policy

The short version

One address for every complaint: [email protected]. We acknowledge within 24 hours and resolve within 15 days.

If we do not fix it, you have places to go above us, and we will tell you where.

Grievance Officer

Vansh Joshi, Grievance Officer.

Email [email protected]. Phone +91 89658 15111. Xalen Technology Private Limited, A704, Gagan Unnati Co Op Hsg Soc, Katraj Kondhwa Road, Pune, Maharashtra 411048, India.

This officer is our Grievance Officer under rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and is the same officer for a Data Principal grievance under section 13 of the Digital Personal Data Protection Act, 2023 and for a consumer grievance under the Consumer Protection (E-Commerce) Rules, 2020.

What we handle here

• Privacy and personal data: access, correction, erasure, consent withdrawal, and anything you think we got wrong with your data.
• AI content: an answer that was harmful, offensive, wrong in a way that matters, or that looks copied.
• Payments: a charge, a receipt, an invoice, an entitlement that did not arrive, or a refund decision you disagree with.
• Orders: delivery, damage, a wrong item, a return or a warranty claim.
• Content takedown and anything unlawful you have found on our surfaces.

What to send us

Your registered email or phone number, what happened, when it happened, and the order, invoice, transaction or store reference if there is one. Screenshots make it faster.

Tell us what outcome you want. It changes how we handle it.

Our timelines

For a consumer complaint about an e-commerce transaction, GrahaGuru acknowledges the complaint within 48 hours and redresses it within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require. Where the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 apply, we acknowledge within 24 hours and dispose of the complaint within 15 days.

• Acknowledgement with a ticket number: within 24 hours.
• Resolution: within 15 days, as required by rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
• Unlawful content reported under rule 3(2)(b): removed or disabled within 24 hours of a valid complaint.
• A Data Principal request under the Digital Personal Data Protection Act, 2023: within 30 days.
• If something will take longer, we tell you why and give you a date, before the deadline passes, not after it.

How we decide

A person reviews it, not a script. We look at the server record, the payment record and the delivery record before we answer, and we tell you what we found.

We will not give the same value twice: if a fix already returned the balance, the entitlement or the goods, we say so and show you the record.

We answer in writing, with a reason. A refusal always says which rule or which record it rests on.

If we do not fix it

Escalate inside GrahaGuru by replying to the ticket and asking for escalation to the Grievance Officer.

Consumer complaints: the National Consumer Helpline on 1915, the e-Daakhil portal at edaakhil.nic.in, or the District Consumer Disputes Redressal Commission where you live, under the Consumer Protection Act, 2019.

Personal data complaints: the Data Protection Board of India, after you have raised it with us first, under section 13(3) of the Digital Personal Data Protection Act, 2023.

Payment complaints about a bank or a payment instrument: your bank first, then the Reserve Bank of India Integrated Ombudsman Scheme.

App store purchases: Google Play or Apple support, because the store took the payment.

This process does not remove access to a consumer commission, a regulator, a court, an app store, a payment provider, or any other remedy available under law.

Records

We keep grievance records for three years so that a complaint can be audited and so that we can show what we did.