1. Statutory Framework & Redressal Policy
astroleaf.in is committed to providing a transparent, fair, and prompt grievance resolution mechanism for all users. If you have any complaint, data privacy concern, billing dispute, or service dissatisfaction, we provide a multi-tiered escalation matrix to address your concerns within statutory deadlines.
2. Designated Statutory Grievance & Nodal Officer
In compliance with Indian law, our designated Grievance Officer details are published below:
Name & Designation: Nodal Grievance & Privacy Officer
Organization: astroleaf.in
Official Grievance Email: contact@astroleaf.in
Online Compliance Portal: astroleaf.in Legal & Compliance Desk
Direct WhatsApp / Helpline: +91 9896827456
Office Working Hours: Monday to Friday, 10:00 AM - 6:00 PM IST (excluding national holidays)
3. Two-Tier Escalation Matrix & Response Timelines
Our structured grievance redressal procedure operates as follows:
| Escalation Level | Point of Contact | Contact Information | Statutory Turnaround Time |
|---|---|---|---|
| Level 1: Customer Support | Customer Care Executive | Email: contact@astroleaf.in WhatsApp: +91 9896827456 |
Response within 24 to 48 hours |
| Level 2: Statutory Grievance Desk (Under DPDPA 2023 & IT Rules 2021) |
Nodal Grievance & Privacy Officer | Email: contact@astroleaf.in Portal: astroleaf.in Online Compliance Desk |
Acknowledgment: < 24 hours Formal Resolution: < 15 days |
4. How to Submit a Formal Grievance
To enable prompt investigation and resolution, please include the following details in your grievance email to contact@astroleaf.in:
- Full Name, Registered Email Address, and Phone Number.
- Specific Category of Grievance (e.g., Data Privacy / DPDPA Request, Payment Dispute, Consultation Issue, Content Concern).
- Order ID / Razorpay Payment Reference Number (if applicable).
- Detailed description of the incident, along with supporting screenshots or correspondence.
5. Redressal & Resolution Commitments
Upon receipt of your formal grievance:
- An automated or manual acknowledgment with a unique Grievance Ticket Reference Number will be issued within twenty-four (24) hours.
- A thorough internal review will be conducted by our legal and compliance committee.
- A formal, written resolution or final remedial action plan will be communicated within fifteen (15) business days as stipulated under Indian IT Rules.