Grievance Redressal

1. Our promise

These timelines follow Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Complaining costs nothing, and you do not need a lawyer to do it.

2. Grievance Officer

In accordance with Rule 3(2) of the IT Rules, 2021 and Section 13 of the Digital Personal Data Protection Act, 2023, the Company has appointed a Grievance Officer. That officer is Anish Yadav. He is independent of the person who handled your matter, and he is also the point of contact for questions about personal data. Address your complaint to him by name — his contact details are below.

3. How to complain — what to include

You do not need any particular format. Just tell us:

• who you are — your name and the phone number or email we have on file;
• which matter — the order number, receipt number or the date you contacted us;
• what went wrong — in your own words, with dates if you have them;
• what you want — a correction, a refund, an explanation, erasure of your data, or something else; and
• anything that helps — a screenshot, a receipt, a copy of a message.

Write in English or Hindi — either is fine.

4. What happens after you complain

1. Acknowledgement (within 24 hours). You get a reply confirming we have it, with a reference number.
2. Assignment (within 3 working days). The Grievance Officer looks at the file, speaks to the staff member concerned, and tells you who is handling it.
3. Investigation. We look at the order record, the messages, the receipts and, where relevant, the government office's record. We may come back to you with a question.
4. Outcome (within 15 days). You get a written answer telling you what we found, what we are doing about it, and — if we got it wrong — how we are putting it right.
5. Escalation. If our answer does not satisfy you, we tell you in the same letter exactly where you can take it next, with the address.

5. What we can decide, and what we cannot

Where a complaint falls outside what we can decide, we do not simply refuse it. We tell you who does decide it, give you the address, and hand you whatever record we hold that helps you.

6. Data protection complaints

If your complaint is about your personal data — how it was collected, used, shared, kept or erased, or a request to exercise a right — write to the Grievance Officer above. We answer a rights request within 90 days.

If you are not satisfied, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. The Board ordinarily expects you to have approached the Data Fiduciary first and to have given it a chance to answer, so please complete the step above before you go to the Board. Details of how to file are published by the Board and by the Ministry of Electronics and Information Technology at meity.gov.in.

7. Consumer complaints

If your complaint is about the service or the money, and our answer has not satisfied you, you have these routes under the Consumer Protection Act, 2019:

You may approach a consumer forum where you live — you do not have to come to Delhi.

8. Complaints about an advocate

Advocates listed on this website are independent professionals. Their professional conduct is regulated by the Bar Councils, not by us.

• If the problem is with the listing — wrong particulars, a profile that should not be there, a request that was not passed on — tell us. That is ours to fix, and we will.
• If the problem is professional misconduct — the advice given, the fee charged, the conduct of a case, or failure to act — a complaint lies under Section 35 of the Advocates Act, 1961 to the State Bar Council with which that advocate is enrolled. The enrolment number and State Bar Council appear on that advocate's profile page, so you have what you need to file. The Bar Council of India at barcouncilofindia.org is the appellate authority.

Please also tell us, so that we can review whether the listing should continue while the complaint is decided.

9. Reporting unlawful content on this website

If you find anything on this website that is unlawful, infringes your rights, or breaches the list of prohibited content in Section 10 of our Terms of Use, tell the Grievance Officer with the exact page address and a short explanation. We act within the time the IT Rules, 2021 prescribe — including removing or disabling access within 36 hours of a lawful court order or government notification, and within 24 hours of a valid complaint about content that is obscene or is an impersonation in an electronic form.

If you believe material infringes your copyright or trademark, write to the same address with proof of your right, identification of the material, and a statement that the use is not authorised.

10. If somebody is committing fraud in our name

If it happens, stop immediately, do not share anything further, and tell us on +91 98913 43962 so we can act. Report it also on the National Cyber Crime Reporting Portal at cybercrime.gov.in or on the cyber crime helpline 1930. If money has already gone, report within the first hour if you can — that is when it is most likely to be stopped.

Two things make this easier. Our report fraud page sets out, step by step, what to do first if you have already paid somebody, and what usually gives a fraudster away. And if a person has contacted you claiming to work here, ask for their representative code and check it yourself on the verify a representative page — it takes a few seconds and it is free.

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