Legal
Grievance Redressal
When something is not right, here is who to reach, the details worth sending and when to expect a reply. These steps follow the DPDP Act, 2023, the IT Rules, 2021, plus the Consumer Protection (E-Commerce) Rules, 2020.
Last updated 28 September 2026
01Escalating in three steps
The first step settles the majority of problems. If it does not, take the matter further; we would rather hear about an issue than have you let it drop.
- Step 1 — Support. Answer any email about your order, fill in the contact form, or begin from the order inside your dashboard.
- Step 2 — Grievance Officer. Contact the Grievance Officer named in section 2 when 3 working days have passed without support sorting things out, or when the matter is serious enough to warrant going there directly. Skipping step 1 is allowed.
- Step 3 — Outside bodies. Should our final written reply leave you unsatisfied, section 7 names the organisations available to you. That final reply is always in writing, giving you a record to rely on.
Raising a complaint will never be held against you, and it has no effect on how a service already under way is delivered.
02Contacting the Grievance Officer
- Name
- Kumbhakonam Muniraja and Prasad Bandi Reddy
- info@cartzuno.net
- Phone
- 7207001790
- Post
- Plot No 71, Jubilee Enclave, LVS Arcade, HITEC City, Hyderabad, Hyderabad, Telangana, 500081
Most problems are best raised with general support first: info@cartzuno.net · 7207001790.
The Grievance Officer can approve a refund, move a service to a different team, or reverse a decision about delivery.
03Details to send us
Sending these details lets us sort out your complaint in our very first reply:
- the order number (such as CZ260917ABCDE), which appears on your invoice, your dashboard and the confirmation email;
- the email address you placed the order with, ideally by writing from that address;
- a brief, factual account of what went wrong and when it happened;
- anything that supports it, for instance screenshots, the deliverable, a pull request, the relevant emails or the missed date;
- the outcome you want, for example a refund, a fix, a revision, moving to another service, or simply an explanation.
Complaints are welcome in either Hindi or English.
04Response times
| Step | What we commit to | Source |
|---|---|---|
| We acknowledge and issue a ticket reference | Inside 48 hours | Consumer Protection (E-Commerce) Rules, 2020 |
| Full response or resolution | Inside 15 days | IT Rules, 2021 |
| Consumer complaint settled | No later than 1 month | Consumer Protection (E-Commerce) Rules, 2020 |
| Request or complaint about personal data | Inside 30 days | DPDP Act, 2023 |
| Decision on a requested refund | 3 working days or less from acknowledgement | Our Refund & Cancellation Policy |
| Approved refund reaches you | 5–7 working days from initiation | Our Refund & Cancellation Policy |
If our policy and the law give different limits, we follow whichever is shorter. When a matter will take more time than stated, we let you know before that period ends, with the reason and a new date.
05What happens to your complaint
- Recorded on your order with a ticket reference, which we include in the acknowledgement.
- Given to one named person, who stays with it until the end.
- Checked against the evidence, including emails, payment history, commits, delivery dates and the brief.
- Replied to in writing, setting out what we found, the action we will take, and your options if you disagree.
- Addressed at the root whenever it points to a deeper cause.
Anyone a complaint names is kept out of the decision on it.
06Complaints about personal data
Where a complaint involves personal data, such as asking to see, correct or erase it, withdrawing consent, or raising a worry about its handling, it goes to the Grievance Officer, who acts as our point of contact for the purposes of the DPDP Act, 2023.
- Tell us the right you are using, so it is clear when the 30-day period starts.
- Before we act on a data request, we may need to confirm your identity with a few questions.
- Using any of your rights under the Act costs you nothing.
The data we keep, our reasons, the retention periods and the other parties who process it are all explained in our Privacy Policy.
07Outside bodies you can approach
Should our final written reply leave you unhappy, these options are open to you:
- National Consumer Helpline: ring 1915, or lodge a complaint through the website consumerhelpline.gov.in;
- the consumer commission for your area, set up by the Consumer Protection Act, 2019, which may be the district, state or national commission depending on the sum at stake;
- the Data Protection Board of India, where your personal data complaint falls under the DPDP Act, 2023, once you have first taken the issue to our Grievance Officer;
- your UPI provider or bank, if the dispute is about a payment. Please speak to us before doing this, because a chargeback locks the order and generally takes more time than a refund.
Whichever route you take, we will co-operate in full and share our records.
08Keeping records
For every grievance we log the date, what it was about, who handled it, the outcome and when it was closed. We retain these logs for three years or longer, and you can ask for a copy of the entry about your own complaint whenever you like.
We look through the log regularly to spot patterns, so that repeat causes are fixed in the way we deliver.
Report a problem · Refund & Cancellation Policy · Privacy Policy