Grievance Redressal
Who to complain to, how long we take, and where to go if we do not fix it. Published as required under the Consumer Protection (E-Commerce) Rules, 2020, the IT Rules, 2021 and the DPDP Act, 2023.
1. Start here: support
Most problems are quickest to fix through support, and you do not need to escalate to be taken seriously.
2. Grievance Officer
If support has not resolved it, or your complaint is about our conduct, our fees, our marketing or your personal data, write to the Grievance Officer. This is the officer designated under the Consumer Protection (E-Commerce) Rules, 2020 and rule 3(2) of the IT Rules, 2021, and the same officer handles grievances under section 13 of the DPDP Act, 2023.
Data-protection complaints may also be sent to [email protected], which reaches the same officer.
3. Our timelines
What to expect
| Stage | Timeline |
|---|---|
| Acknowledgement, with a ticket number | Within 48 hours |
| Substantive response or resolution | Within 30 days of receipt |
| Refund and billing complaints | Decision within 7 working days |
| Data-protection complaints under the DPDP Act | Within 30 days |
| Unlawful, impersonating or fraudulent content reported to us | Acted on within 36 hours |
If we need longer, we will tell you why and give you a date. Every complaint gets a written outcome, including one that we decline, with the reason and the clause we relied on.
4. What to include
- Your order number and the certificate concerned.
- The mobile number or email your account is registered against.
- What happened, and what you would like done about it.
- Any screenshot, payment reference or departmental communication that helps.
We may need to verify your identity before discussing an order or personal data, particularly where documents are involved.
5. If we do not resolve it
You are not out of options, and using them does not affect any other right you have.
Escalation routes
| If your complaint is about | Escalate to |
|---|---|
| Our service, our fee or a refund | National Consumer Helpline: 1915, or consumerhelpline.gov.in |
| A consumer dispute you want adjudicated | District, State or National Consumer Commission: file online at edaakhil.nic.in. You may file where you reside or work. |
| Our handling of your personal data | Data Protection Board of India, after first raising it with our Grievance Officer |
| Misuse of your Aadhaar | UIDAI: 1947, or uidai.gov.in |
| A payment or refund not received from the gateway | Razorpay’s grievance officer, then the RBI Ombudsman for digital transactions |
| The government’s decision, delay or an officer’s conduct on your application | The department itself: the Tehsil or SDM office, the e-District grievance channel, or CPGRAMS at pgportal.gov.in. We will tell you which office and help you prepare the complaint, but we cannot file it as you. |
6. Records
We keep grievance records for 3 years from closure, to meet our statutory obligations and to see patterns in what goes wrong. They are not used to market to you.
