Grievance redressal

We take data protection and service complaints seriously. This page sets out our grievance officer, how to raise a complaint, the timelines we follow, and how to escalate if you are not satisfied. This is provided under the DPDP Act, 2023 and applicable IT rules.

Grievance officer

How to raise a grievance

• Email grievance@retainx.in with your name, contact details, the organisation involved, and a clear description of the issue.
• If your grievance is about end customer data, please tell us which merchant holds that data, since the merchant is the data fiduciary.
• Attach any relevant references such as invoice numbers or message IDs.

Our timelines

• We acknowledge every grievance within 48 hours.
• We aim to resolve grievances within 30 days, as required by the DPDP Act, and sooner where possible.
• We will keep you informed if a matter needs more time and explain why.

Payment and billing disputes

Payment disputes are first handled through Razorpay's standard dispute process. If you are not satisfied with that outcome, escalate to our grievance officer within 7 days and we will review the matter independently.

Escalation to the Data Protection Board of India

If we do not resolve your data protection grievance to your satisfaction, you have the right to approach the Data Protection Board of India established under the DPDP Act, 2023. Details of the Board and its process are published by the Ministry of Electronics and Information Technology, Government of India.