Legal
Grievance redressal
One grievance channel across consumer, partner and merchant — with a named officer, defined timelines, and clear escalation.
Ekarche Private Limited maintains a single grievance and data-protection channel for the Braj app, consistent with the Digital Personal Data Protection (DPDP) framework and applicable IT rules.
How to raise a grievance
- In-app: use the support & grievance option in the Braj consumer, partner or merchant app. Tickets carry a status you can track.
- By email: braj@ekarche.com.
Grievance officer
Complaints are handled by the Braj Grievance Officer at Ekarche Private Limited, Mathura, Uttar Pradesh, India. The named officer and direct contact are published here before public launch, in line with statutory requirements.
What to include
- Your registered name and contact.
- The order, trip or account reference, if any.
- A description of the issue and the outcome you are seeking.
Timelines
We acknowledge grievances promptly and aim to resolve them within the timelines required by applicable law. Data-protection requests — access, correction, export and deletion — are handled under the privacy policy.
Escalation
If your grievance is not resolved to your satisfaction, you may escalate to the relevant authority under applicable law, including the Data Protection Board where the DPDP framework applies.