1. Step 1 – Gather records
Keep the booking or order ID, invoice, ticket, payment reference, screenshots, event or venue name, dates, prior correspondence and the remedy you seek.
2. Step 2 – Contact support
Use Contact Support and select the correct category. You will receive or should record a complaint reference. Encoreats will acknowledge consumer complaints within forty-eight hours and seek to redress them within one month, with faster internal handling where practicable.
3. Step 3 – Escalate internally
If the first response does not resolve the matter, reply with the complaint reference and request escalation to the Grievance Officer. Explain why the proposed resolution is insufficient and attach any missing evidence.
4. Step 4 – Payment-provider or bank route
For unauthorised, failed or duplicate transactions, you may also use the relevant bank, card, UPI or payment-provider grievance mechanism. Do not submit inconsistent claims or conceal a refund already received.
5. Step 5 – National Consumer Helpline
You may contact the National Consumer Helpline through the official portal or telephone 1915. This is a pre-litigation grievance mechanism and does not replace Consumer Commission rights.
6. Step 6 – Consumer Commission
You may file an eligible consumer case before the competent Consumer Commission, including through the Government of India e-Jagriti platform. Jurisdiction, limitation, fees, evidence and relief are determined under applicable law.
7. No retaliation
Encoreats will not retaliate against a consumer for making a good-faith complaint or using a lawful remedy. Fraudulent evidence, threats or abusive conduct may be addressed separately.
Launch and legal-review notice
This is a structured operational draft for Encoreats and not a substitute for advice from a qualified Indian advocate, chartered accountant, data-protection professional, or other specialist. Before publication, replace all bracketed fields, confirm that every email inbox and response workflow is operational, and ensure the wording matches the actual product, payment, refund, data-retention, verification, event, and partner processes.