Grievance Redressal

Last Updated: April 2026

Gamezenia Private Limited is committed to resolving user complaints in a timely, transparent and fair manner.

1. How to Raise a Grievance

Contact us through any of the following channels:

When raising a grievance, please include:

• Your registered mobile number or email address
• A clear description of the issue
• Relevant order IDs, transaction IDs or screenshots
• The resolution you are seeking

2. Response Timelines

• Acknowledgement: Within 48 hours of receiving your complaint
• Routine queries: Resolved within 5–7 business days
• Complex complaints (payment disputes, account issues): Within 15 business days

3. Escalation

If unsatisfied with the initial resolution, escalate by:

• Replying to the original email thread with subject marked "ESCALATION"
• Writing to admin@gamezenia.com with subject "Grievance Escalation"

Escalated complaints are reviewed by a senior team member and a final resolution communicated within 15 business days of escalation.

4. Grievance Officer

In accordance with the IT (Intermediary Guidelines) Rules 2021 and Consumer Protection Act 2019:

5. Consumer Forum

If your grievance remains unresolved, you may approach the Consumer Disputes Redressal Forum under the Consumer Protection Act 2019, or use the Online Dispute Resolution portal at consumerhelpline.gov.in.

6. Governing Law

This policy is governed by Indian law. All disputes are subject to the jurisdiction of courts in Bengaluru, Karnataka.