Send any complaint to [email protected]. We acknowledge it with a ticket number within 24 hours and resolve it within 15 days.
Who the Grievance Officer is
Vansh Joshi is our Grievance Officer at Xalen Technology Private Limited. Email [email protected], or call +91 89658 15111.
What you can complain about
- Your privacy and personal data: access, correction, erasure, withdrawing consent, or anything you think we got wrong.
- An AI answer that was harmful, offensive, wrong in a way that matters, or looks copied.
- A payment: a charge, a receipt, an invoice, something you paid for that did not arrive, or a refund decision you disagree with.
- An order: delivery, damage, a wrong item, a return or a warranty claim.
- Content that is unlawful on our website or apps.
What to send
- The email or phone number on your account.
- What happened and when.
- The order, invoice, transaction or store reference, if there is one.
- Screenshots, if you have them.
- The result you want. It changes how we handle your complaint.
Never send a password, a one-time code, full card or bank details, or a bank statement. Hide private details in screenshots.
How long it takes
- Acknowledgement with a ticket number: within 24 hours.
- Resolution: within 15 days.
- A request about your personal data: within 30 days.
- A complaint about an online order: we acknowledge it within 48 hours and resolve it within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require.
If something will take longer, we tell you why and give you a date before the deadline passes.
If we do not fix it
- Reply to your ticket and ask for it to go 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.
- Personal data complaints: the Data Protection Board of India, after you have raised it with us first.
- Complaints about a bank or 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.
The full rules are in the Grievance and Consumer Complaint Policy.