Grievance Redressal

We take complaints seriously. This page describes the escalation path for any payment, subscription or content issue, in accordance with the RBI Master Directions on Payment Aggregators and the Consumer Protection (E-Commerce) Rules, 2020.

Level 1 - Primary contact

Please use the subject line "Grievance - [order or subscription reference]" and include the date, payment method, amount and a short description of the issue.

Acknowledgement: within 2 business days.
Resolution target: 7 to 10 business days for payment and subscription issues; up to 15 business days for content or editorial issues that require research.

Level 2 - Escalation

If you are not satisfied with the Level 1 resolution, reply to the same email thread with the subject prefix "ESCALATION -". Escalated complaints are reviewed within 5 additional business days.

Level 3 - Payment aggregator dispute

All online payments are processed by Razorpay Software Private Limited. If a payment-related grievance remains unresolved after Levels 1 and 2, you may raise it directly with Razorpay using the channels published at razorpay.com/support. Razorpay's nodal officer details are published on the same site as required by the RBI.

Level 4 - RBI Ombudsman

For unresolved payment disputes you may approach the RBI Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2021, at cms.rbi.org.in.

Related policies

• Terms of Service
• Refund and Cancellation Policy
• Privacy Policy