Grievance Redressal

How to escalate a complaint, who handles it, exactly how long we have to reply, and where to go if you are still not satisfied.

Effective 15 August 2026Version 1.0

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On this page6

1.Our Grievance Officer
2.Try this first — it is usually faster
3.What we commit to, and by when
4.What to include so we can actually act
5.If you are still not satisfied
6.Keeping ourselves honest

1.Our Grievance Officer#

This officer is appointed under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and is resident in India.

Grievance Officer

Name to be addedDesignation to be added

grievance@nirmaan.ltd

Phone number to be added

Address to be added

2.Try this first — it is usually faster#

Most problems are about one specific order, and raising them on that order gets to us with the supplier, payment and delivery record already attached. That is almost always quicker than a fresh email.

1
Open the order and raise a dispute
Attach photos where the issue is physical — damage, shortage, wrong grade.
2
Or write to support
For anything not tied to an order. We reply within 24 hours on working days — see Help & Support.
3
Still not resolved? Escalate here
Write to the Grievance Officer above with your ticket or order number. Escalating costs nothing and does not affect your account.

3.What we commit to, and by when#

A purchase, order, refund or delivery — consumer complaint

We acknowledge within: 48 hours
We resolve within: 30 days (CP E-Commerce Rules, 2020)

Content, a listing, another user, or the platform itself — IT Rules complaint

We acknowledge within: 24 hours
We resolve within: 15 days (IT Rules, 2021)

Your personal data — DPDP complaint

We acknowledge within: 24 hours
We resolve within: 30 days — see the Privacy Policy

A court order or a government takedown direction

We acknowledge within: On receipt
We resolve within: 36 hours to remove or disable access

A request to remove non-consensual intimate imagery or impersonation

We acknowledge within: Immediately
We resolve within: 24 hours (IT Rules, 2021, Rule 3(2)(b))

Type of complaint	We acknowledge within	We resolve within
A purchase, order, refund or delivery — consumer complaint	48 hours	30 days (CP E-Commerce Rules, 2020)
Content, a listing, another user, or the platform itself — IT Rules complaint	24 hours	15 days (IT Rules, 2021)
Your personal data — DPDP complaint	24 hours	30 days — see the Privacy Policy
A court order or a government takedown direction	On receipt	36 hours to remove or disable access
A request to remove non-consensual intimate imagery or impersonation	Immediately	24 hours (IT Rules, 2021, Rule 3(2)(b))

Where a complaint is not the shortest kind to resolve — a disputed delivery needing evidence from both sides, for example — we will tell you what we are doing and when to expect an answer, rather than going silent until the deadline.

4.What to include so we can actually act#

Your order number, or the ticket number of your earlier conversation.
The email address on your Nirmaan account.
What happened, in a few lines — dates matter more than adjectives.
Photographs, the delivery challan, or a screenshot where relevant.
What outcome you want — replacement, refund, removal of a listing, correction of your data.

We will not ask you for an OTP, a UPI PIN or a card number to process a grievance, and we will never ask you to pay anything to have a complaint heard.

5.If you are still not satisfied#

Our process does not replace your legal remedies. You can approach any of these directly:

National Consumer Helpline — dial 1915, or file online at consumerhelpline.gov.in
Consumer Commission — file a complaint online through the e-Daakhil portal, edaakhil.nic.in
Data Protection Board of India — for a complaint about your personal data, after raising it with us first
National Cyber Crime Reporting Portal — cybercrime.gov.in, or the helpline on 1930 for financial fraud
Your bank or card issuer — for a payment you do not recognise, raise a chargeback with them directly

The arbitration and jurisdiction clause in the Terms of Service applies to disputes generally, but it does not stop a consumer from going to a Consumer Commission.

6.Keeping ourselves honest#

Every grievance is logged with a timestamp, the officer who handled it, and the outcome. Sensitive administrative actions on the platform — suspending a store, editing an order, exporting data — are written to an internal audit log. That record is what makes a timeline commitment meaningful rather than decorative.