If something has gone wrong and normal support has not fixed it, this is the formal route. It exists under Rule 4 of the Consumer Protection (E-Commerce) Rules 2020 and the Information Technology Act 2000, and the timelines below are obligations, not targets.
01Grievance officer
- Name: Sunny Dhalia
- Designation: Grievance Redressal Officer, Aashita Technosoft Private Limited
- Email: cto@aashita.ai
- Phone: +91 92160 63146
- Address: Aashita Technosoft Private Limited, S8, 2nd Floor, Jagdamba Tower, Amarpali Circle, Vaishali Nagar, Jaipur, Rajasthan 302021
- Hours: Mon–Fri 9:00 AM – 6:00 PM · Sat 10:00 AM – 2:00 PM IST
02Our timelines
- Acknowledgement — within 48 hours of receiving your complaint, with a ticket reference.
- Resolution — within one month of receipt.
- Content takedown requests — within 15 days, acknowledged within 24 hours.
If we need longer, we will tell you why and when to expect an answer.
03How to raise a grievance
Email cto@aashita.ai from your registered address, including:
- your registered mobile number;
- what happened, and when;
- any payment reference or order ID, if it concerns billing;
- what outcome you are looking for;
- screenshots, if they help.
Complete information gets a faster resolution — most delays are us asking for something that was missing.
04If you are not satisfied
You are not stuck with our answer. In order:
- 1. Reply to the ticket asking for escalation, and it goes to a senior reviewer.
- 2. National Consumer Helpline — dial 1915, or use consumerhelpline.gov.in.
- 3. Consumer Commission — you may approach the District, State or National Commission under the Consumer Protection Act 2019.
- 4. Data Protection Board of India — for complaints specifically about personal data, once you have raised it with us first.
- 5. Grievance Appellate Committee — for a decision we took about content: something of yours we removed, something of someone else’s we declined to remove, or an account action. Under Rule 3A of the IT Rules 2021 you may appeal to a GAC within 30 days of our decision, at gac.gov.in. Appealing there does not stop you going to court.
05Things with a faster route
- A wrong answer or solution — just email support. It goes to the content team directly and is usually quicker than a formal grievance.
- Refunds — see the refund policy; duplicate and failed payments are refunded without argument.
- Account access — support can usually resolve sign-in problems the same day.
- A copyright or trademark complaint — use the takedown route, which reaches the same officer with the details already structured.
- Abuse, harassment or a bad post — report it in the app, or see Community Guidelines. You do not need an account to report content.
- A ranking or leaderboard decision — see Fair Play & Ranking.