Grievance Redressal
Consumer Protection & Escalation Mechanism
Tools OP is committed to resolving customer complaints fairly and promptly. In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and RBI Guidelines for Payment Aggregators, we have appointed a Grievance Officer to handle escalated complaints.
48 hours
Acknowledgement
30 days
Resolution
7 days
Escalation
Grievance Officer Details
Designation
Grievance Officer / Nodal Officer
Tools OP
Step 1 — Contact Customer Support First
Before escalating to the Grievance Officer, please attempt to resolve your issue through our primary support channels:
- Email: support@toolsop.com (response within 48 business hours)
- Contact form: /contact
Step 2 — Escalate to Grievance Officer
If your complaint is not resolved within 7 business days through customer support, you may escalate it to our Grievance Officer. Please include:
- Your full name and contact details
- Nature of complaint (payment issue, refund, service failure, etc.)
- Transaction ID / Payment ID (if applicable)
- Date of the incident
- Steps already taken and outcome
- Supporting documents or screenshots (if any)
Resolution Timelines (Mandatory)
| Action | Timeline |
|---|---|
| Acknowledgement of complaint | Within 48 hours |
| Update / progress communication | Within 7 business days |
| Final resolution / closure | Within 30 days of receipt |
These timelines comply with the Consumer Protection (E-Commerce) Rules, 2020 and RBI Master Directions for Payment Aggregators.
Step 3 — External Escalation
If your complaint remains unresolved after 30 days, you may escalate to:
- Razorpay Nodal Officer: razorpay.com/grievance-redressal
- National Consumer Helpline: 1800-11-4000 (toll-free) or consumerhelpline.gov.in
- RBI Ombudsman for Digital Transactions: cms.rbi.org.in
Scope of Complaints Handled
The Grievance Officer handles complaints related to:
- Payment failures, duplicate charges, or unauthorized transactions
- Refund requests not processed within stated timelines
- Data privacy concerns related to Tools OP
- Non-delivery of payment confirmation receipts
- Any complaint not resolved through primary customer support
Governing Law
All disputes are subject to the laws of India. Courts in Delhi shall have exclusive jurisdiction over any dispute arising out of or related to the use of Tools OP or any payment made through the platform.