Grievance Redressal

Grievance Redressal

Last updated: 30 May 2026

In accordance with the Consumer Protection (E-Commerce) Rules 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, AstroConnect provides this grievance redressal mechanism to users.

How to raise a grievance

If you have a complaint about:

  • An astrologer's behaviour during a consultation
  • A refund, payment or wallet issue
  • Data privacy or personal data handling
  • A breach of our Terms by any user or astrologer
  • Any other concern about the Services

Please contact us through the following channels:

Level 1 — Support team

For routine issues (refunds, account problems, technical):

  • Email: support@astroconnect.app
  • In-app: Settings → Help & Support → Raise a Ticket
  • Response within: 24 hours acknowledgement, 7 working days resolution

Level 2 — Grievance Officer

If your concern is not resolved at Level 1 within 7 working days, escalate to our Grievance Officer:

  • Name: Grievance Officer, AstroConnect
  • Email: grievance@astroconnect.app
  • Address: To be filled in by user — see contact page
  • Response time: Acknowledged within 48 hours, decided within 15 days (as required by law)

Level 3 — Data Protection Officer (privacy matters)

For privacy-related grievances under the Digital Personal Data Protection Act 2023:

Level 4 — External escalation

If you are not satisfied with our response, you may escalate to:

  • National Consumer Helpline: 1915 (toll-free) or consumerhelpline.gov.in
  • Data Protection Board of India (for DPDPA matters)
  • Consumer Forum (District, State or National, depending on the value of the dispute)

What to include in your complaint

To help us resolve faster, please include:

  1. Your registered mobile number and email
  2. Date and time of the issue
  3. Transaction ID (if related to payment / consultation)
  4. Name or ID of the astrologer (if applicable)
  5. Clear description of the issue and what resolution you seek
  6. Screenshots or supporting documents

Anonymous reporting

If you wish to report abuse, harassment or fraud anonymously, email safety@astroconnect.app. We investigate every report and protect the identity of the reporter.