Grievance and Support Policy

Customer support contact

Email info@itsinfraindia.com. For a complaint, use the subject "Grievance - [order or transaction reference]". You may also write to ITS INFRA INDIA at Building No. 155, SIPCOT Road, SIDCO Industrial Estate, Narasingapuram, Ranipet District, Tamil Nadu 632403.

Support is handled on business days, Monday to Friday, excluding public holidays in Tamil Nadu. Email is the primary support and grievance channel; no public support phone number is currently offered.

Information to include

Give your name, organisation, email, relevant service, quote or invoice number, payment transaction reference, dates, a clear description, supporting documents and the outcome you want.

Do not send a UPI PIN, card PIN, CVV, password or complete card or bank credentials. We may ask for limited information needed to verify identity, authority or the transaction.

Response and resolution times

We will acknowledge a complete grievance within 1 business day and resolve it within 4 business days from the day we receive it.

If a bank, payment provider, carrier, supplier or technical inspection must complete a separate action, we will complete our part and give you the external reference, current status and expected completion date within the same 4-business-day period.

Review and escalation

We review relevant orders, invoices, transaction records, delivery evidence, communications and technical records. If you disagree with the response, reply with the subject "Grievance Escalation" and explain the unresolved point. A partner of ITS INFRA INDIA will review the escalation.

You may also use any consumer, payment-provider, regulatory or legal remedy available to you. Using this process does not remove a mandatory right.

Urgent security matters

For suspected misuse of an ITS INFRA INDIA service or a website security issue, email info@itsinfraindia.com with the subject "Urgent Security" and do not include sensitive credentials. This email is not an emergency service. For immediate danger, contact the appropriate emergency or law-enforcement service.