Legal
Grievance Redressal Policy
Effective date: [Insert publication date]. Officer name, grievance email and timelines below must be completed before this policy is published.
1. Our Commitment
DRAMIVO PRIVATE LIMITED, which operates the Recharg.co brand, will consider complaints about the website and about transactions carried out through a service that is enabled on the platform. We aim to give a clear answer: what happened, what we can do, and what depends on an operator, biller or payment provider.
This policy does not appoint a regulator and does not state a legal right that has not been confirmed for this business.
2. How to Raise a Complaint
Send the complaint to the support address below, or call the support number. Include:
- your name and mobile number;
- the transaction ID, date and amount, if the complaint is about a payment;
- what you expected and what happened; and
- copies of relevant messages or receipts, with card numbers, UPI PIN and OTP masked.
The contact form on the Contact Us page can be used for the same purpose once it is connected to a submission service. Until then, email or phone is the working channel.
3. Escalation Process
Designated grievance officer's name: [Insert designated grievance officer's name]
Verified grievance email: [Insert verified grievance email]
Applicable acknowledgement timeline: [Insert applicable acknowledgement timeline]
Applicable resolution timeline: [Insert applicable resolution timeline]
Until those details are published, write to the support email and ask for the complaint to be handled as a grievance. If you are not satisfied with the first reply, reply on the same thread and ask for review by a senior member of DRAMIVO PRIVATE LIMITED. Please quote the original complaint date so the case can be found.
Acknowledgement and resolution times will follow the timeline the company is actually required to meet. Those periods are not invented on this page.
4. Third-Party Transaction Issues
Some complaints can be closed only by the operator, DTH provider, biller or payment provider. Examples include talk-time that the operator did not apply, a bill the utility did not update, or a bank debit the payment provider must reverse. We will raise the matter with the party we can reach and tell you what they report. Their own complaint process may also apply.
5. Regulatory Escalation
If a complaint remains unresolved, you may use any remedy that applicable law gives you. Which authority, ombudsman or consumer forum can hear the matter depends on the service, on whether DRAMIVO PRIVATE LIMITED is regulated for that activity, and on the facts.
Applicable authority: [Insert the applicable authority or ombudsman only after it is confirmed for this business. Do not assume a particular regulator applies.]
Nothing in this policy limits a statutory right of complaint or a right to approach a consumer commission where the Consumer Protection Act, 2019 applies.
6. Contact Information
- Company: DRAMIVO PRIVATE LIMITED
- Brand: Recharg.co
- Email: dramivoind@atomicmail.io
- Phone: +91 96190 16136
- Address: Unit No. A-203, 204, Kotia Nirman Commercial Premises Co-op Society Ltd., Opp. Laxmi Industrial Estate, New Link Road, Andheri West, Mumbai, Maharashtra 400053.
CIN: U62099MH2026PTC469447. Related pages: Refund & Reversal Policy and Privacy Policy.