Grievance Redressal and Contact

For help with your account, a plan, a report, a consultation or an order, write to customer care first. Most questions are solved there.

If you have a complaint about Astro21, including about your personal data, an astrologer, content on Astro21, a payment or an order, write to our Grievance Officer.

For questions about personal data you can also write to our data protection contact, [To be confirmed: name or role of the data protection contact], at [To be confirmed: data protection email address].

Write by email or post, and include:

1. your name, and the phone number or email address you sign in with;
2. the order or payment reference, if the complaint is about a purchase;
3. what happened, with dates, and screenshots or photos if you have them;
4. what you would like us to do.

We may ask you to confirm the complaint from the phone number or email you sign in with, so we know it is you.

• Every complaint: we acknowledge it within 48 hours and resolve it within one month of receiving it (Consumer Protection (E-Commerce) Rules 2020, rule 4(5)).
• Complaints about content or conduct on Astro21, such as an astrologer’s messages: we acknowledge them within 24 hours and resolve them within 15 days. A request to remove content of the kinds listed in rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 is acted on within 72 hours (rule 3(2) of those Rules, as amended in 2022).
• Personal data requests are handled on the same timetable, and never later than the law allows: under the Digital Personal Data Protection Rules 2025, 90 days at most.

We reply in writing, with what we decided and why.

You can take the matter further. In India:

• the National Consumer Helpline: call 1915, or visit consumerhelpline.gov.in;
• the consumer commissions under the Consumer Protection Act 2019, where complaints can be filed online at edaakhil.nic.in;
• for decisions on complaints about content, the Grievance Appellate Committee at gac.gov.in, within 30 days of our decision;
• for personal data, the Data Protection Board of India, once its complaint process applies.

In the UAE: the UAE Data Office for personal data, and the consumer protection authority of the Emirate of Dubai for purchases.

Shop items are sold by [To be confirmed: seller of record for shop items] and sent from [To be confirmed: where shop orders are dispatched from]. Delivery, returns and refunds are on the Shipping and Delivery and Refund pages.