Grievance Redressal

Grievance Officer

Name: [Grievance Officer name]

Business: TurfWise, Benguluru

Email: [Grievance Officer email] (email only; we do not take complaints by phone)

This officer is appointed under the Information Technology Act, 2000 and the rules under it, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

What you can complain about

• the TurfWise software, your account or a plan payment;
• how your personal data is handled, or a request to see, correct or delete it, or to withdraw consent;
• content on a turf's page that you think is unlawful, or that infringes your rights;
• a booking problem that the turf has not solved (we will help find out what happened and pass your complaint to the turf; we do not hold the turf's money and cannot decide the turf's refund).

How to complain

Email the Grievance Officer with: your name, phone or email, the turf and booking (if any), what happened, what you want, and any payment reference or screenshot. We may ask you for more detail or to prove who you are.

How fast we respond

• We acknowledge every complaint within 48 hours of receiving it.
• We aim to resolve it within one month of receiving it.
• For a complaint that content on a page is unlawful, we acknowledge within 24 hours and aim to resolve it within 15 days.
• If we need longer, we tell you why and when you can expect an answer.

We tell you the result by email. [Lawyer: confirm these timelines match the IT Rules 2021, the E-Commerce Rules 2020 and the final DPDP Rules.]

If you are not satisfied

You may take the matter to the Data Protection Board of India (for personal data issues, after you have used this process), to a consumer commission or court that has jurisdiction, or to the National Consumer Helpline at consumerhelpline.gov.in.

Complaints about a turf

A turf is a separate business. Its name, address and contact details are on its booking page. A turf must handle its own customers' complaints, and if it sells to customers online it must follow the Consumer Protection (E-Commerce) Rules, 2020, including naming its own grievance contact. TurfWise does not decide disputes between a turf and its customers.

Other contact

For general questions use the Contact page. Our Terms of Service, Terms for Customers, Privacy Policy and Refund & Cancellation Policy explain the rest.