1. Grievance Officer
Name: AYUSH CHAURASIYA
Designation: CEO
Email: support@encoreats.info
Postal address: B4-508,Jagannath Warriors Residency,Kaimatia,Bhubaneshwar-752054
Telephone: 09:00AM-05:00pm
2. What to include
Provide your name and contact, account or booking identifier, complaint category, facts and dates, exact URL or content identifier where relevant, payment reference, requested resolution, and supporting evidence. Do not send passwords, PINs, CVVs or OTPs.
3. Consumer grievances
For complaints governed by the Consumer Protection (E-Commerce) Rules, Encoreats will acknowledge receipt within forty-eight hours and seek to redress the complaint within one month. We adopt a faster internal target where practicable. Complex disputes, third-party investigation or legal proceedings may require additional time, but status updates should be provided.
4. Intermediary and content grievances
Where the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules apply, the Grievance Officer will acknowledge the complaint within twenty-four hours and resolve it within seven days. Certain qualifying removal requests must be acted on more quickly, including the timelines prescribed for unlawful information and intimate or impersonation content. The exact legal category determines the deadline.
5. Privacy grievances
Privacy requests and grievances may also be sent to privacy@encoreats.info. Encoreats will verify identity where necessary and respond within the applicable statutory period once prescribed and in force. Unresolved matters may be escalated to the Data Protection Board of India when the relevant provisions and procedure apply.
6. Payment grievances
Provide the order ID and provider reference. Encoreats will investigate its own records and coordinate with the regulated payment participant. Bank, card, UPI and payment-system escalation rights remain available.
7. Appeal and external escalation
Where applicable, a person aggrieved by an intermediary Grievance Officer decision or non-resolution may appeal to the Grievance Appellate Committee within the legally prescribed period. Consumers may also contact the National Consumer Helpline at 1915 or use its official portal, and may file before the appropriate Consumer Commission through the Government of India’s e-Jagriti platform.
8. Emergency and criminal matters
For immediate danger, contact police, fire, ambulance or venue security first. Encoreats may preserve evidence and report offences, child-safety matters, cyber incidents or lawful requests to competent authorities.
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.