1. How to raise a complaint
Email [grievance email] with your name, account or transaction reference if applicable, the issue, supporting documents, and the outcome you are seeking. Do not include card numbers, CVV, UPI PINs, passwords, or raw survey answers unless we specifically request a secure upload.
2. Suggested complaint categories
- Payment captured but plan not activated
- Refund, cancellation, duplicate charge, or subscription issue
- Privacy, data access, correction, or deletion request
- Participant concern about a survey or consent notice
- Security issue or suspected unauthorised access
- Service availability, export, or account-access issue
3. Acknowledgement and resolution
We aim to acknowledge complaints within two business days, provide a reference number, and communicate the next step. We aim to resolve ordinary support and billing matters within seven working days where the issue is within our control. More complex issues may require information from a payment processor, bank, hosting provider, customer organisation, or regulator.
Nothing on this page limits any right or remedy available under applicable Indian law or the rules of a regulated payment provider.
4. Payment disputes
For a payment reversal, refund, or chargeback, we may request the provider transaction ID and communicate with the payment processor. Refund decisions are described in the Refund & Cancellation Policy. If a complaint concerns a card, bank, UPI, or wallet transaction, the payment provider and issuing bank may also have their own complaint channel.
5. Escalation
If you have not received a satisfactory response after the stated time, write “ESCALATION” in the subject line and send the original reference to [escalation email]. Include previous correspondence. We will review the matter through the designated escalation route.
6. Business details
Legal entity: [legal entity name]
Registered address: [registered and operating address in India]
Working hours: [days and hours, IST]
Effective date: [DD Month YYYY]