Legal

Grievance Officer.

Last updated: September 30, 2026 · How to raise a complaint and what we commit to in return.

We take complaints seriously. In line with 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, Nxcart Technologies Private Limited has appointed a Grievance Officer to receive and resolve complaints about the Nxcart platform.

1. Our Grievance Officer

Grievance Officer
Nxcart Technologies Private Limited
D-199, 7th Floor, Phase 8B, Industrial Area, Sector 71, S.A.S. Nagar (Mohali), Rupnagar – 160071, Punjab, India
Email: our contact page
CIN: U47912PB2026PTC069866

The Grievance Officer is also our point of contact for data-protection matters under the DPDP Act (see section 5).

2. What this covers

Write to the Grievance Officer about the Nxcart platform itself, including:

  • Your Nxcart merchant account — access, billing, suspension, or a feature not working as described.
  • Data and privacy — how we handle your personal data, or a request to exercise your rights under the DPDP Act.
  • Content or conduct on the platform that you believe is unlawful or breaches our Acceptable Use Policy.
  • Platform availability or a technical failure that affected your store.

What belongs elsewhere

Nxcart is the technology platform, not the seller. Some complaints are better directed to the right party:

  • A problem with an order you placed as a shopper (delivery, returns, product quality) — contact the store you bought from; each merchant sets and honours its own policy. If you cannot reach the merchant, we can help facilitate contact.
  • A payment or refund that has been charged or delayed — these are processed by our payment partner; raise it through the store, which can act on it. See our Refund & Cancellation Policy.

3. How to raise a complaint

  • Email the Grievance Officer directly at our contact page. This is the fastest route for a formal grievance.
  • General queries can start at contact@nxcart.io or the contact form; anything unresolved is escalated to the Grievance Officer.
  • By post to the registered office above, marked for the attention of the Grievance Officer.

To help us resolve it quickly, please include your registered account email, your store name, and a clear description of the issue with any relevant dates or screenshots.

4. How we handle it

We work complaints in two steps:

  • Step 1 — Support. Most issues are resolved by our support team once you get in touch.
  • Step 2 — Grievance Officer. If you are not satisfied with the first response, the matter is escalated to the Grievance Officer, who reviews it independently.

Our commitments:

  • We acknowledge every complaint within 48 hours of receiving it.
  • We aim to resolve it within one month, and sooner wherever we can.
  • We keep you updated if a complaint needs more time, and we tell you the outcome.

5. Data-protection complaints

If your complaint is about how we handle personal data, the Grievance Officer is also our contact under the DPDP Act. You can ask us to access, correct, or erase your data, or to withdraw a consent, as set out in our Privacy Policy.

If you are not satisfied with our response, you may lodge a complaint with the Data Protection Board of India in the manner prescribed under the DPDP Act.

6. Changes

We may update this page from time to time. Material changes will be communicated by email or an in-app notice. This page, our contact page, and section 14 of our Privacy Policy are kept in agreement.