Grievance Redressal Policy
Nexdyno OrderSeva Private Limited ("OrderSeva") is committed to providing a fair and transparent mechanism for addressing grievances. This policy outlines the process for filing complaints and the timelines for resolution.
1. Grievance Officer
In accordance with applicable regulations, we have appointed a Grievance Officer to address your concerns:
| Name | OrderSeva Team |
| Designation | Grievance Officer |
| contact@orderseva.com | |
| Phone | +91-8076122721 |
| Address | Nexdyno OrderSeva Private Limited, Sector -1, Vasundhara, Ghaziabad, Uttar Pradesh - 201012, India |
| Hours | Mon-Sat, 10:00 AM - 6:00 PM IST |
2. How to File a Complaint
You may file a complaint through any of the following channels:
- Email: contact@orderseva.com
- In-App: Settings > Help & Support
Please include the following information in your complaint:
- Your name and registered phone number or email address.
- A clear description of the issue or grievance.
- Any supporting documents or screenshots, if applicable.
3. Resolution Timelines
- Acknowledgment: We will acknowledge your complaint within 48 hours of receipt.
- Resolution: We will endeavour to resolve your complaint within 30 days of receipt.
4. Escalation Matrix
If you are not satisfied with the resolution at any level, you may escalate your complaint as follows:
| Level | Contact | When |
|---|---|---|
| Level 1: Support | contact@orderseva.com | First 7 days |
| Level 2: Grievance Officer | contact@orderseva.com | After 7 days without resolution |
| Level 3: Senior Management | tech@orderseva.com | After 15 days without resolution |
| Level 4: RBI Ombudsman | cms.rbi.org.in / Toll-free: 14448 | After 30 days without resolution (payment-related issues) |
5. General
This Grievance Redressal Policy is published in compliance with applicable Indian laws and regulations. We may update this policy from time to time. The latest version will always be available on this page.
Effective Date: February 13, 2026