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Grailforus

Legal

Grievance redressal

How to raise a complaint, who handles it, and how quickly we respond.

Draft for legal review — not yet in force. Highlighted items are placeholders.

Last updated 30 September 2026 · Effective [effective date] · Version 2026-09-draft-1

1. Grievance Officer

As required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer:

Name
[Grievance Officer name]
Designation
[Designation]
Email
gfsjana@gmail.com
Phone
[+91 phone] (Monday to Saturday, 10:00–19:00 IST (except public holidays))
Post
[Address for written complaints]

2. How to raise a complaint

For an order, the quickest route is Report a problem on the order page in your account — it keeps your payment held while we look into it. For anything else, email the Grievance Officer with:

  • your name and the email or mobile number on your account;
  • the order reference (for example TXN-2026-000184) or listing number (for example GF-10009), if any;
  • what happened, and what you would like us to do;
  • any photos or documents that help.

The same address takes complaints about listings or messages that are unlawful or infringe your rights (including trademark and copyright), and requests about your personal data.

3. What happens next

  1. We acknowledge your complaint within 24 hours and give you a reference number.
  2. We resolve it within 15 days of receiving it and tell you the outcome and the reasons. [Counsel to confirm these timelines satisfy both the E-Commerce Rules (48 hours / one month) and the IT Rules.]
  3. Requests to remove content that is clearly unlawful are acted on faster, within the times the IT Rules set.
  4. Your payment stays held by our payment partner while a complaint about an order is open.

4. If you’re not satisfied

  • Consumer complaints: National Consumer Helpline — call 1915 or visit consumerhelpline.gov.in. You can also file a complaint with a Consumer Commission online through e-Daakhil.
  • Decisions about content (for example removal of a listing or message): you may appeal to the Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
  • Personal data: after using our process, you may complain to the Data Protection Board of India.

5. Who we are

Grailforus is operated by [Company legal name] Private Limited (CIN [CIN], GSTIN [GSTIN]), registered office [Registered office address, City, State, PIN]. In these documents, “Grailforus”, “we” and “us” mean that company.

General questions (not complaints) are welcome through Contact us.

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