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Consumer protection

Grievance redressal

If something has gone wrong, this is the route to getting it fixed — three escalating levels, each with a stated response time. Published in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines) Rules, 2021.

AcknowledgementWithin 48 hours
Resolution targetWithin 15 days
Statutory maximum30 days
Escalation levelsThree
Level01

Customer support

Start here for anything about an order: delivery timing, an unclear deliverable, an invoice question, a payment that has not reconciled. Email info@orbivextech.com with your order reference in the subject line. Most issues are closed at this level within a day or two.

Response1 day
Level02

Escalation review

If support has not resolved it, or you disagree with the outcome, reply to the same thread with the word ESCALATE in the subject. It is reviewed by someone who was not involved in the original engagement or decision, and you receive a written outcome with the reasoning behind it.

Response3 days
Level03

Grievance officer

For unresolved complaints, or anything involving data privacy, content takedown or a statutory right, write to our grievance officer using the details below. Every grievance is acknowledged within 48 hours and resolved within 15 days, and in no case later than the 30-day statutory maximum.

Acknowledged48 hrs
Grievance officer — ORBIVEX SYSTEMS PRIVATE LIMITED
Name Anil Kumar Mola and Mastan Battapothula
Email grievance@orbivextech.com
Phone 9063028617
Postal address 3,4 & 5th Floor, Plot No-20, Huda Techno Enclave, Hitech City, Madhapur, Medchal Malkajgiri, Telangana, 500081.
Working hours Monday to Saturday, 10:00–19:00 IST, excluding public holidays.

What to include in a complaint

The more of this you can give us up front, the faster it gets resolved:

  • Your order reference and the email address used at checkout.
  • Which service the complaint relates to.
  • What you expected, what happened instead, and when.
  • Any relevant screenshots, emails or files.
  • The outcome you are looking for — correction, refund, or an explanation.

What happens after you write in

  1. You receive an acknowledgement with a ticket reference within 48 hours.
  2. We investigate, which may include reviewing the engagement record and speaking to the person who delivered it.
  3. You receive a written outcome with reasoning. Where something went wrong on our side, we say so and set out the remedy.
  4. If a refund is due, it is processed under the refund policy and confirmed in writing.

If you are still not satisfied

Nothing on this page limits your rights under Indian law. You may approach the National Consumer Helpline (1915), the consumer grievance portal at consumerhelpline.gov.in, or the appropriate District, State or National Consumer Disputes Redressal Commission. For data protection matters, you may approach the relevant authority constituted under the Digital Personal Data Protection Act, 2023.

A note on how we handle complaints. We would rather hear about a problem than have it end in a chargeback or a review neither of us can correct. If you tell us early, there is almost always a version of the outcome that works.
Contact us Refund policy Terms & conditions