Grievance Redressal

Our Commitment

Brantigo is committed to addressing every customer concern with care, fairness and speed. In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a dedicated Grievance Officer to handle complaints and requests relating to products, orders, payments and data.

Grievance Officer

How to File a Grievance

To raise a grievance, please email grievance@brantigo.com with the following details:

• Your full name, registered mobile and email
• Order number (if applicable)
• Detailed description of the issue
• Date(s) of the incident
• Any supporting documents, screenshots or photos
• Your preferred resolution

Our Resolution Timeline

Escalation

If your grievance is not resolved to your satisfaction within 15 days, you may escalate to the following bodies:

• National Consumer Helpline: 1800-11-4000 / 1915 · consumerhelpline.gov.in
• Consumer Forum: File a complaint at edaakhil.nic.in
• Data Protection Board of India: for data protection grievances under the DPDP Act, 2023

What We Need from You

To resolve grievances efficiently, please:

• Provide accurate and complete information
• Be courteous to our team — they are working to help you
• Respond promptly to any clarifications or documents we request
• Avoid duplicate complaints across multiple channels (this slows resolution)

Confidentiality

All grievances and personal data shared with our Grievance Officer are handled in strict confidence and in accordance with our Privacy Policy. Data is shared internally only on a need-to-know basis.

Governing Law

This grievance redressal mechanism is governed by the laws of India and operates within the framework of the IT Act 2000, IT Rules 2021, Consumer Protection Act 2019 and the DPDP Act 2023. Disputes are subject to the exclusive jurisdiction of the courts in New Delhi, India.