Grievance Redressal Policy
Last updated: 23 October 2026
If something is wrong, we want to fix it. This policy explains how to complain, how fast we respond, and where you can go next.
It covers complaints about the TruePayout service, payments and refunds, your account, and your personal data.
1. Grievance Officer
| Name | Aloka Kiran |
| Designation | Grievance Officer and data protection contact |
| Company | TruePayout |
| Address | Bengaluru (Urban), Karnataka, India (postal address for legal notices on request at grievance@truepayout.in) |
| grievance@truepayout.in | |
| Phone | +91 96065 74521 (10 am to 6 pm IST, Monday to Friday, except public holidays, Monday to Friday, except public holidays) |
2. How to complain
Contact us in any of these ways:
- In the app: Help > Raise a complaint
- Email: grievance@truepayout.in
- Post: to the address above, marked "Attention: Grievance Officer"
Please include:
- your account email (or the email you used to pay);
- what happened, and when;
- any payment ID, invoice number or check ID; and
- what you would like us to do.
You can write in English, Hindi, Bengali, Gujarati, Marathi, Tamil, Telugu or Kannada.
Never send us your marketplace or bank password. We will never ask for it.
3. Our timelines
| Step | Timeline |
|---|---|
| Acknowledgement with a complaint number | Within 48 hours |
| Resolution of general complaints (service, payments, refunds, account) | Within 30 days of receiving the complaint |
| Requests about your personal data (access, correction, erasure, nomination, consent withdrawal) | Within 30 days (the legal maximum is 90 days) |
| Security incident affecting you | We contact you without delay |
If we need more information, we will ask quickly. If we cannot meet a timeline for a good reason, we will tell you why and when you can expect an answer, within the legal limits.
Our reply will explain what we found, what we will do, and, if we cannot do what you asked, why.
4. If you are not satisfied
Step 1: Ask for a review. Reply to our response and ask for a review by the founder, at grievance@truepayout.in with "Review" in the subject. We will reply within 15 days.
Step 2: Outside help. You can also go straight to these at any time:
- National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in (free pre-litigation help).
- Consumer Commission: file a complaint online through e-Daakhil (edaakhil.nic.in) under the Consumer Protection Act, 2019, where that Act applies to you.
- Data Protection Board of India: for complaints about your personal data, after using our grievance process, through the Board's online portal https://www.dpb.gov.in.
- Payment problems: you can also contact your bank or card issuer, or Razorpay's support.
Using our process does not take away your right to go to a court or regulator.
5. How we handle complaints
- We treat every complaint fairly and confidentially.
- We use your data only to resolve the complaint, as described in our Privacy Notice.
- We keep a record of complaints for [3 years] after closure to improve our service and meet legal duties.
- We do not penalise anyone for complaining.