Grievance Redressal
When something has gone wrong, this page sets out whom to contact, what to send and how soon you will hear from us, in accordance with the Consumer Protection (E-Commerce) Rules, 2020, the IT Rules, 2021 and the DPDP Act, 2023.
01Three escalation levels
The first level settles most issues. If it does not, take the matter further rather than letting it drop.
- Level 1 — Support. Answer any email about your order, send the contact form, or begin from the order in your dashboard.
- Level 2 — Grievance Officer. Write to the Grievance Officer named in section 2 if support has not settled your issue within 3 working days, or if the matter is serious enough to warrant going there directly. Starting at level 1 is not a requirement.
- Level 3 — External. Should our final written response leave you unsatisfied, section 7 sets out the bodies open to you. Our final response always comes in writing, so you have a record to take with you.
Taking a complaint further will never be held against you, nor will it change how a service in progress is delivered.
02Grievance Officer
- Name
- Rahul and Sabhajit
- info@exolavarioo.com
- Phone
- 8130926360
- Post
- C-25, OLD PLOT NO-14, GALI NO-5, Guru Nanak Pura, Lakshmi Nagar, New Delhi, East Delhi, Delhi, 110092.
General support, where most issues are best raised first: info@exolavarioo.com · 8130926360.
The Grievance Officer is empowered to order a refund, reassign a service or reverse a delivery decision.
03What to send us
Sending the following makes it easier for us to settle your complaint in our first reply:
- your order number (for example EX260917ABCDE), which appears on your confirmation email, your invoice and your dashboard;
- the email address the order was placed with, preferably by writing from that address;
- a brief, factual account of what happened and when;
- any supporting material, for instance a screenshot, a deliverable, a pull request, an email thread or the missed date;
- the outcome you want: a fix, a revision, a switch, a refund or an explanation.
You are welcome to write in English or Hindi.
04Our timelines
| Stage | Our commitment | Reference |
|---|---|---|
| Acknowledgement, with a ticket reference | Within 48 hours | Consumer Protection (E-Commerce) Rules, 2020 |
| Substantive reply or resolution | Within 15 days | IT Rules, 2021 |
| Consumer complaint redressed | No later than 1 month | Consumer Protection (E-Commerce) Rules, 2020 |
| Personal data request or complaint | Within 30 days | DPDP Act, 2023 |
| Refund decision, where one is requested | Within 3 working days of acknowledgement | Our Refund & Cancellation Policy |
| Approved refund credited | 5 to 7 working days after initiation | Our Refund & Cancellation Policy |
If the law and our own policy give different limits, whichever is shorter applies. Should a matter need more time than the stated period, we will let you know within that period, with the reason and a date.
05How we handle a complaint
- Logged against your order with a ticket reference, which we send with the acknowledgement.
- Assigned to one named person, who stays with it from start to finish.
- Reviewed against the record: the brief, the commits, the delivery dates, the correspondence and the payment trail.
- Answered in writing, setting out what we found, what we will do, and your options if you disagree.
- Fixed at the source whenever the complaint exposes an underlying cause.
Nobody named in a complaint plays any part in deciding it.
06Personal data complaints
Where your complaint relates to personal data, whether a request for access, correction or erasure, a withdrawal of consent, or a concern about the way data was handled, the Grievance Officer deals with it as our contact under the DPDP Act, 2023.
- Tell us which right you are exercising, so that the 30-day period is clear.
- Before acting on a data request, we may ask a few questions to confirm your identity.
- Exercising any right under the Act costs you nothing.
What we hold, the reasons, how long we keep it and who else processes it are all set out in our Privacy Policy.
07External options
If you are not satisfied with our final written response, you may turn to:
- National Consumer Helpline — ring 1915, or lodge a complaint online at consumerhelpline.gov.in;
- the consumer commission with jurisdiction over the place you live, under the Consumer Protection Act, 2019 — at district, state or national level, according to the amount involved;
- the Data Protection Board of India, for personal data complaints under the DPDP Act, 2023, once you have first taken the matter to our Grievance Officer;
- your bank or UPI provider, for a payment dispute — although we ask that you contact us first, since a chargeback freezes the order and generally takes longer than a refund.
We will co-operate fully with each of these processes and make our records available.
08Records
Each grievance is logged with its date, substance, handler, decision and closing date. We keep these records for no less than three years, and you can ask for a copy of the record of your own complaint whenever you wish.
We look through the log regularly for patterns, so that recurring causes are corrected in the way we deliver.
Raise an issue · Refund & Cancellation Policy · Privacy Policy