Help and redressal
Complaints and Grievances
Ordinary support, appeals to the Grievance Officer, and direct statutory or urgent reporting.
Ordinary complaints and grievance appeals
For ordinary support appeals, two steps and one reference number each. Direct statutory/urgent reports below do not require these steps; applicable legal clocks run from initial receipt. The support team acknowledges within 24 hours and targets a written decision within 30 days, subject to any shorter applicable statutory deadline. Then, if that decision does not satisfy you, the Grievance Officer accepts the complaint number only while its status is Decided and for 30 days after the decision. Mail to support@jpraxc.com is registered by the support desk; automated acknowledgement depends on mail delivery.
Step 1 · Support team
Make a complaint
Tell the support team what went wrong. A successfully registered complaint receives a six-digit number on this page; an email acknowledgement is also attempted. The same box is in Talk to us on every page.
Step 2 · Grievance Officer
Raise a grievance
An ordinary support appeal is the step after a complaint decision. For privacy, statutory or urgent matters, use direct reporting instead. Enter the mandatory six-digit complaint number first. The form opens only when that complaint is marked Decided and its 30-day grievance window is still open.
Direct privacy, statutory and urgent reports
No purchase, sign-in, prior complaint or decided ticket is required here. The ordinary two-step appeal above remains available. Use a contact email you can access; we verify authority before releasing information or changing an account, not before accepting your report.
Urgent reports: identify the affected service, content location and risk without uploading intimate imagery or complete identity records. You may also email grievance@jpraxc.com; no exact subject is required. For immediate danger, contact the appropriate emergency/law-enforcement service. This form is not an emergency response service.
How a complaint moves
- Tell us.Use the complaint box above, or e-mail support@jpraxc.com. A six-digit complaint number is allotted when the report is registered; email intake and acknowledgement depend on processing and delivery. Replies with the reference return to the same ticket. Existing customers can also use the support channels in their product.
- Acknowledgement within 24 hours.A member of the support team writes to you personally with the name of the person handling it. Complaints from consumers about a purchase are acknowledged within the 48 hours the E-Commerce Rules require; JPRAXC works to 24.
- Investigation.The team reads the order, the logs and the correspondence, and may ask you for a screenshot, a payment reference or authority to act for an organisation. Personal data is not disclosed to anyone who cannot show they are entitled to it.
- Written decision within the applicable deadline.The ordinary support target is 30 days, subject to a shorter applicable legal deadline. The reply says what was found, what JPRAXC will do and by when, and the complaint is marked Decided. Replying with the number in the subject reopens it.
- Not satisfied? The Grievance Officer.Within 30 days of that decision, enter the complaint number in step 2 above, or e-mail grievance@jpraxc.com from the complaint's e-mail address and quote it. A five-digit grievance number is allotted after those checks. This internal appeal does not restart or extend statutory deadlines from original receipt. Applicable intermediary matters and consumer/privacy grievances follow the separate clocks in the officer card; urgent categories must not wait for these steps. The file is kept for three years.
If you are not satisfied
JPRAXC’s process does not take away any right you have under Indian law. These are the routes that exist beside it.
- Consumer commissionsA consumer may file a complaint online through e-Jagriti, or with the District or State Commission, under the Consumer Protection Act, 2019. The National Consumer Helpline is 1915.Consumer Protection Act, 2019 · Consumer Protection (E-Commerce) Rules, 2020
- Data Protection Board of IndiaA Data Principal who has first raised a grievance with JPRAXC and is not satisfied may complain to the Data Protection Board of India in the manner the Digital Personal Data Protection Act, 2023 and its Rules provide, as those provisions come into force.DPDP Act, 2023 sections 13 and 27 · DPDP Rules, 2025
- Grievance Appellate CommitteeFor applicable intermediary grievances, the Grievance Appellate Committee route covers an eligible adverse decision and failure to resolve within the prescribed period, under rule 3A and its applicable appeal time limits. The internal support process does not restrict that right.IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, rule 3A
- Payment disputesA failed or duplicate online payment that the bank or payment aggregator has not reversed within the RBI’s turnaround time can be taken up with the bank and, after thirty days, with the RBI Integrated Ombudsman.RBI turnaround-time circular of 20 September 2019 · RBI (Regulation of Payment Aggregators) Directions, 2025
- Cyber incidentsA listed reportable cyber incident involving covered JPRAXC resources is reported to CERT-In within six hours of noticing or being informed of it, as the CERT-In directions of 28 April 2022 require. To report a vulnerability or suspected breach to JPRAXC, email support@jpraxc.com with “Security” in the subject.Information Technology Act, 2000, section 70B
- CourtsSubject to the Consumer Protection Act and any law that provides otherwise, disputes under the Terms of Service go to the courts at Kushinagar, Uttar Pradesh, after the thirty-day negotiation the terms provide for.Terms of Service, clause 24
