Grievance Policy

Updated: February 5, 2020.

Grievance Redressal Mechanism

We are committed to providing our users, with a delightful experience and best-in-class user support.

Please reach out to our team using one of the below appropriate channels in case of any queries, complaints, or feedback.

Level- 1

Any query, feedback, abuse, or concerns with regards to content and or comment or breach of these terms shall be immediately informed to the designated Grievance Officer/Support Team via the Contact Us page or through email signed with the electronic signature to the below address:

Support Team,
Email: [email protected]

Timeframe: Once we receive your email/query, you will get a response within 24 to 72 working hours or within your specified timeframe.

Level 2

Any complaint regarding Premium membership, Purchases, refunds, withdrawal requests, or any serious matter or dispute related to Infrex India may specifically be entertained through this Portal called “Online Complaint Management System“.

To raise a complaint or dispute, you need to visit here:  Register a complaint

On successful registration of a complaint, an auto-generated unique complaint number will be displayed on the screen which may be noted for future correspondence.

Time limit: 5 to 7 working days.

Level – 3

This is the “Higher Level Appellate authority” on Infrex India. Therefore this channel is no longer functional for the purpose of registration of complaints. However, on non-receipt of a satisfactory response even after one month, you may forward your complaint to CEPD by mentioning your valid Ticket/Complaint id, which you may have obtained previously through this portal: Register complaint after successful registration of your complaint. In case, you have not approached Level – 1 or Level -2, you are advised to do so immediately and revert to us after one month.

You may note that the office of the CEPD will be able to process the appeal/ redress the grievance only if –

(A). the complainant had, prior to making an appeal before the CEPD, made a valid representation to Infrexa or Infrex India and the Infrexa or Infrex India had rejected the complaint or the complainant had not received any reply within a period of one month after the Infrexa or Infrex India received his / her representation or the complainant is not satisfied with the reply given to him/her by the Infrexa or Infrex India.

(B). Full information on the disputed transaction/ grievance against Infrexa or Infrex India and other related details as per the fields listed below are provided in your communication to this CEPD. You may kindly furnish the requisite details mentioned below & attachments (if any) in your online complaint or by email for necessary action –

  1. Name of complainant
  2. Address of complainant (Billing Address in Financial orders related cases)
  3. Contact Phone Number /Mobile Number
  4. E-mail id
  5. Date of incident
  6. Previous Complaint Number
  7. Order No. (if any)
  8. Amount involved
  9. A clear description of the complaint/grievance
  10. Relief sought for
  11. Any other detail/information, relevant to the complaint
Approaching Level – 3: For making your appeal, you may use this e-mail id: [email protected]
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