Grievance Redressal

Most issues are resolved at the first level. Escalate if you need to — please do not give up on a problem.

1. Level 1 — Support. Reply to any order email, use the contact form, or start from the order in your dashboard.
2. Level 2 — Grievance Officer. If support has not resolved your issue within 3 working days, or it is serious enough to escalate straight away, write to the Grievance Officer in section 2. You do not have to go through level 1 first.
3. Level 3 — External. If you are not satisfied with our final written response, section 7 lists the bodies you can approach. We give our final response in writing so you have a record to take with you.

Escalating will never count against you or affect how an engagement in progress is delivered.

Email

grievance@techluminate.com

Phone

8121708636

Post

PLOT NO 8- 3-323/1-12, Ameerpet X Road, Yellareddy Guda, Hyderabad, Hyderabad, Telangana, 500073.

For general support, which is the best place to start for most issues: care@techluminate.com · 8121708636.

The Grievance Officer has the authority to order a refund, reassign an engagement or overturn a delivery decision.

Including the following helps us resolve your complaint in the first reply:

• your order number (for example TL260917ABCDE), shown on your confirmation email, invoice and dashboard;
• the email address used for the order — ideally write from it;
• a short, factual description of what happened and when;
• any supporting material, such as a screenshot, deliverable, pull request, email thread or missed date;
• what you would like us to do — a fix, a revision, a switch, a refund, or an explanation.

You may write in English or Hindi.

Where the law and our own policy set different limits, the shorter one applies. If a matter needs longer than the stated period, we will tell you within that period, explain why, and give a date.

1. Logged against your order and given a ticket reference, sent with the acknowledgement.
2. Assigned to a named person, who handles it throughout.
3. Reviewed against the record: the brief, commits, delivery dates, correspondence and payment trail.
4. Answered in writing with our findings, what we will do, and what you can do if you disagree.
5. Fixed at the source where the complaint reveals an underlying cause.

No one named in a complaint has a say in how it is decided.

If your complaint concerns personal data — a request for access, correction or erasure, a withdrawal of consent, or a concern about how data was handled — the Grievance Officer handles it as our contact under the DPDP Act, 2023.

• State which right you are exercising, so the 30-day period is clear.
• We may ask a few questions to verify your identity before acting on a data request.
• There is no charge for exercising any right under the Act.

Our Privacy Policy explains what we hold, why, for how long, and who else processes it.

If our final written response does not satisfy you, you can approach:

• National Consumer Helpline — call 1915, or file online at consumerhelpline.gov.in;
• the consumer commission with jurisdiction over where you live, under the Consumer Protection Act, 2019 — district, state or national, depending on the amount involved;
• the Data Protection Board of India, for personal data complaints under the DPDP Act, 2023, after first raising the matter with our Grievance Officer;
• your bank or UPI provider, for a payment dispute — though please contact us first, as a chargeback freezes the order and usually takes longer than a refund.

We will co-operate fully with any of these processes and provide our records.

Every grievance is logged with its date, substance, handler, decision and closing date. Records are kept for at least three years, and you may request a copy of the record of your own complaint at any time.

We review the log regularly for patterns, so that recurring causes are fixed in how we deliver.

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