RYSAGGrievance Redressal Policy
Version 2026-09-v5 · RYSAG INDIA PRIVATE LIMITED · published 9 Sept 2026
RYSAG INDIA PRIVATE LIMITED publishes this Grievance Redressal Policy under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
1. Our commitment
Every complaint gets a tracked case number, an acknowledgement, a named route of escalation and a decision within a published time. We do not close a case without telling you the outcome.
2. How to raise a grievance
Step 1 — Raise a case. Sign in and go to Support (web: Account → Support cases; apps: Account → Support). Choose the category, describe the issue and attach evidence. You get a case number immediately and a first-response clock starts.
You may also write to the Grievance Officer directly using the details in clause 5.
Please include: your registered mobile number, the order number, what happened, what you would like done, and any photographs or documents.
3. Timelines
| Stage | Time |
|---|---|
| Acknowledgement of a complaint | Within 48 hours |
| Resolution of an ordinary complaint | Within 30 days |
| Removal of content that is unlawful under the IT Rules, on a valid complaint | Within 36 hours |
| Removal of content in the nature of impersonation or a person's private images | Within 24 hours |
| Information to a lawfully authorised government agency | Within 72 hours |
| Response to a Data Principal's request under the DPDP Act | Within 30 days |
| Decision on a damaged / short / wrong consignment claim | Within 7 working days of complete evidence |
If a case needs longer — for example, because a vendor's or transporter's response is awaited — we tell you why and give a revised date.
4. Escalation ladder
- Support team — through your support case.
- Grievance Officer — if the case is not resolved to your satisfaction, or the timeline in clause 3 has passed. Quote your case number.
If the Grievance Officer's response does not resolve it either, clause 7 sets out where you can take the matter next. Nothing here is a step you have to exhaust before going there.
5. Officer details
Grievance Officer Name: Yashwanth Bandaru Designation: Grievance Officer, RYSAG INDIA PRIVATE LIMITED Email: grievance@rysag.com Address: Flat No. 502, 5th Floor, C Block, Srikara Heights, Pedda Amberpet, K.V. Rangareddy, Rangareddy, Telangana 501505 Hours: Monday to Saturday, 10:00–18:00 IST, excluding public holidays
The officer's direct telephone number is published at rysag.com/support and rysag.com/contact, and returned by the Platform at all times, so it is current rather than whatever was true on the day this page was last versioned. Who holds the role is recorded above.
6. Data protection grievances
For anything about your personal data — access, correction, erasure, nomination or withdrawal of consent — use Account → Privacy & data first; it handles most requests directly. If you are not satisfied with our response, you may complain to the Data Protection Board of India under the DPDP Act, 2023.
7. If you are still not satisfied
Nothing here limits your rights in law. Depending on the matter, you may approach:
- the National Consumer Helpline (1915) or the consumer commission having jurisdiction, including through the e-Daakhil portal, where the Consumer Protection Act, 2019 applies to you;
- the licensing authority under the Insecticides Act, 1968, the Fertilizer (Control) Order, 1985 or the Seeds Act, 1966, for a matter concerning a licensed product or a licensee;
- the Data Protection Board of India, for personal data; or
- arbitration under the Terms of Use.
8. Records
We keep a record of every complaint, the action taken and the outcome, for at least three years, and report on grievance handling as the applicable rules require.