Grievance redressal

01Legal information and grievance contact

• General enquiries and support: hello@tractionora.com
• Billing, cancellation and refund requests: hello@tractionora.com
• Grievances and unresolved complaints: grievances@tractionora.com
• Privacy and legal requests: legal@tractionora.com

For routine enquiries, customers may first write to hello@tractionora.com. Customers do not need to use general support before raising a grievance.

02How to lodge a complaint

Email grievances@tractionora.com with your name and a working reply address, the order/invoice or transaction reference if relevant, an explanation of the issue, when it happened, and what resolution you are seeking. Do not send passwords, OTPs, full card details or confidential credentials. We may ask for limited supporting information needed to verify a transaction or authority over an account.

03Acknowledgement and resolution

We will acknowledge a consumer complaint within 48 hours of receipt and aim to resolve it within one month from receipt, in line with the Consumer Protection (E-Commerce) Rules, 2020 where applicable. The acknowledgement will include a reference number or identifiable email thread so that the issue can be followed. If a complaint cannot be resolved within the indicated period, we will provide an update, explain what remains outstanding and identify the next step; mandatory legal rights remain available.

Billing and payment complaints may require confirmation from the acquiring bank, issuing bank, card network or payment aggregator. We will cooperate with those organisations and keep the customer informed rather than stating that the payment gateway alone is responsible for the product or service.

04Escalation

If you are unhappy with the response, reply to the grievance correspondence asking for escalation to the Grievance Officer. You may also use applicable consumer-protection remedies. Indian consumers can consider the National Consumer Helpline (https://consumerhelpline.gov.in) or the appropriate consumer commission, as applicable. For a suspected unauthorised banking transaction, promptly inform the issuing bank as well. RBI Ombudsman escalation relates to complaints against eligible regulated entities and does not replace remedies against Tractionora as the service merchant.

05Privacy and records

Complaint information will be used to investigate and resolve the issue, provide necessary records to payment providers or regulators when lawfully required, and prevent repeated problems. We will limit access and retain complaint records only as described in our Privacy Policy and applicable record-keeping requirements.

06Updates

We may revise this policy and will show the revised date. The grievance channel and applicable statutory complaint timelines will remain available.