Grievance Redressal

Most matters are resolved at level 1. If yours is not, please escalate it.

1. Level 1: Support. Reply to any order email, use the contact form, or raise the issue from the order in your dashboard.
2. Level 2: Grievance Officer. If support has not resolved the matter within 3 working days, or it is serious enough to escalate directly, write to the Grievance Officer shown in section 2. You do not have to go through level 1 first, although it is usually faster for routine issues.
3. Level 3: External bodies. If you are not satisfied with our final written response, you can approach the bodies listed in section 7. We give our final response in writing so that you have a record to rely on.

Escalating a complaint will not disadvantage you in any way and will not affect the delivery of an engagement in progress.

For everyday issues, start with support: care@fluxeentra.com, 9502021636.

The Grievance Officer is a designated individual with authority to order a refund, reassign an engagement or overturn a delivery decision. Complaints are handled by that person, not by an unattended shared inbox.

Including the following details helps us resolve your complaint quickly.

• Your order number (for example, FX260824ABCDE), shown in your confirmation email, on your invoice and on the order in your dashboard.
• The email address used for the order. Please write from that address if you can.
• A brief, factual description of what happened and when.
• Any supporting material, such as a screenshot, the deliverable, the pull request, the email thread or the date that was missed.
• The outcome you are asking for: a fix, a revision round, a swap, a refund or an explanation.

You may write in English or Hindi. If neither suits you, tell us and we will arrange for someone to read your complaint in your language, so you do not need to translate it.

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

1. Logging. Your complaint is recorded against your order and given a ticket reference, which is included in the acknowledgement.
2. Ownership. A named person takes responsibility for it. We tell you who that is, and you deal with the same person throughout.
3. Review of the record. We examine the brief, commits, delivery dates, correspondence and payment trail, not only the recollections of the people involved.
4. Written response. We reply in writing with our findings, the action we will take and what you can do if you disagree.
5. Underlying cause. Where a complaint reveals an underlying cause, we address it and tell you what has changed.

No one named in a complaint takes part in deciding it.

If your complaint concerns personal data, such as a request for access, correction or erasure, a withdrawal of consent, or a concern about how data was handled, the same officer deals with it as the grievance contact under the DPDP Act, 2023.

• State clearly which right you are exercising, so that the 30-day period is not in doubt.
• We may ask a few questions to confirm your identity before acting on a data request. This protects your data.
• There is no charge for exercising any right under the Act.

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

If our final written response does not resolve your complaint, the following routes are open to you.

• National Consumer Helpline: call 1915, or file a complaint online at consumerhelpline.gov.in.
• Consumer commission: the district, state or national commission with jurisdiction over where you live, under the Consumer Protection Act, 2019, depending on the amount involved.
• Data Protection Board of India: for complaints specifically about personal data under the DPDP Act, 2023, once you have first raised the matter with our Grievance Officer.
• Your bank or UPI provider: for a payment dispute. Please contact us first, because a chargeback freezes the order and takes considerably longer than a refund.

We will cooperate with any of these processes and provide our records.

Every grievance is logged with its date, details, the person who handled it, the decision and the closing date. Records are kept for at least three years, and you can ask for a copy of the record of your own complaint at any time.

We review the log monthly to identify recurring issues. Where several complaints share a cause, we address that cause in how we deliver our services.

Contact support to raise an issue now.