Grievance Redressal
If something has not gone as it should, this page tells you whom to contact, what to send and how soon you can expect a reply, in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the IT Rules, 2021 and the DPDP Act, 2023.
Three escalation levels
Most problems are sorted out at the first level. If they are not, please escalate rather than letting the matter drop.
- Level 1 — Support. Reply to any email about your order, fill in the contact form, or begin from the order in your dashboard.
- Level 2 — Grievance Officer. If support has not settled the issue within 3 working days, or it is serious enough to escalate at once, write to the Grievance Officer named in section 2. Going through level 1 first is not required.
- Level 3 — Outside bodies. If our final written reply does not satisfy you, section 7 lists the bodies you can turn to. We always give our final reply in writing so that you have a record to take with you.
Escalating a complaint will never be held against you or change how a service in progress is delivered.
Grievance Officer
- Name
- VIVEK KUMAR and IMN ULLAH
- Phone
- 7042873795
- Post
- 2ND FLOOR, PLOT NO. C-25, OFFICE NO. 203, GALI NO.5, Guru Nanak Pura, Lakshmi Nagar, New Delhi, East Delhi, Delhi, 110092.
For everyday support, which is the right first step for most issues: info@xyyverra.com · 7042873795.
The Grievance Officer can authorise a refund, move a service to a different team or reverse a decision about delivery.
Information to give us
Sending the following helps us resolve your complaint in our first reply:
- your order number (for example XV260917ABCDE), which appears on your confirmation email, your invoice and your dashboard;
- the email address you used for the order — it is best to write from that address;
- a brief, factual account of what happened and when;
- anything that backs up your complaint, such as a screenshot, deliverable, pull request, email thread or a date that was missed;
- the outcome you are looking for — a fix, a revision, a switch, a refund, or an explanation.
You can write to us in English or Hindi.
Response timelines
| Stage | What we commit to | Basis |
|---|---|---|
| Acknowledgement, including a ticket reference | Within 48 hours | Consumer Protection (E-Commerce) Rules, 2020 |
| Full response or resolution | Within 15 days | IT Rules, 2021 |
| Consumer complaint resolved | Within 1 month at most | Consumer Protection (E-Commerce) Rules, 2020 |
| Request or complaint about personal data | Within 30 days | DPDP Act, 2023 |
| Decision on a refund, if you ask for one | Within 3 working days of acknowledgement | Our Refund & Cancellation Policy |
| Approved refund reaches you | 5 to 7 working days after it is started | Our Refund & Cancellation Policy |
If the law and our policy give different time limits, we follow whichever is shorter. If a matter will take longer than the stated period, we will let you know within that period, explain the reason and give you a date.
How we deal with a complaint
- Recorded against your order and given a ticket reference, which we send with our acknowledgement.
- Allocated to one named person, who stays with it until the end.
- Checked against the facts: the brief, commits, delivery dates, emails and payment records.
- Answered in writing, setting out what we found, what we will do, and your options if you disagree.
- Addressed at the root where the complaint shows an underlying problem.
Anyone named in a complaint plays no part in deciding it.
Complaints about personal data
If your complaint is about personal data — asking for access, correction or erasure, withdrawing consent, or raising a concern about how data was handled — the Grievance Officer deals with it as our point of contact under the DPDP Act, 2023.
- Tell us which right you are using, so it is clear when the 30-day period applies.
- We may ask you a few questions to confirm who you are before acting on a data request.
- Using any right under the Act is free of charge.
Our Privacy Policy sets out what data we hold, why we hold it, how long we keep it and who else processes it.
Outside bodies
If you are not satisfied with our final written reply, you can contact:
- National Consumer Helpline — ring 1915, or lodge a complaint online at consumerhelpline.gov.in;
- the consumer commission covering the area where you live, under the Consumer Protection Act, 2019 — at district, state or national level depending on the amount in question;
- the Data Protection Board of India, for complaints about personal data under the DPDP Act, 2023, once you have first taken the matter to our Grievance Officer;
- your bank or UPI provider, for a dispute about a payment — although we ask you to contact us first, as a chargeback freezes the order and generally takes longer than a refund.
We will cooperate fully with any of these bodies and share our records with them.
Record-keeping
We log every grievance with its date, the issue raised, who handled it, the outcome and the date it was closed. These records are kept for at least three years, and you can ask for a copy of the record of your own complaint whenever you like.
We regularly look through the log for recurring themes so that repeated causes can be fixed in the way we deliver.
Report an issue now · Refund & Cancellation Policy · Privacy Policy