Effective Date: 01 November 2026
Last Updated: 01 November 2026
Website: https://starplaza.in
Brand Name: StarPlaza
Operated By: STARPAY TECHNOLOGIES PRIVATE LIMITED

1. Introduction

At StarPlaza, customer satisfaction, transparency, and trust are important to our business operations.

We are committed to providing customers with an accessible and structured mechanism for submitting complaints, reporting issues, and seeking appropriate resolutions relating to purchases, payments, refunds, deliveries, and other website services.

This Grievance Redressal Policy explains how customers can raise complaints, how such complaints are reviewed, and the procedures followed by STARPAY TECHNOLOGIES PRIVATE LIMITED to address customer concerns.

This policy applies to all customers and users interacting with the StarPlaza website and its associated services.

2. Scope of Grievance Redressal

Customers may submit complaints relating to the following matters:

2.1 Payment-Related Complaints

• Payment Failure.
• Amount Debited but Order Not Confirmed.
• Duplicate Payment.
• Pending Payment Transactions.
• Incorrect Payment Status.
• Refund Not Received.
• Payment Gateway Processing Issues.
• Unauthorized or Suspicious Transactions.

2.2 Order-Related Complaints

• Order Confirmation Issues.
• Incorrect Order Details.
• Duplicate Orders.
• Order Cancellation Disputes.
• Product Availability Issues.
• Order Processing Delays.

2.3 Product-Related Complaints

• Damaged Products.
• Defective Products.
• Incorrect Products Delivered.
• Missing Products or Accessories.
• Product Quality Concerns.
• Product Description Mismatch.

2.4 Shipping and Delivery Complaints

• Delayed Delivery.
• Shipment Tracking Issues.
• Incorrect Delivery Status.
• Non-Delivery of Orders.
• Damaged Shipments.
• Courier Partner Related Issues.

2.5 Refund and Return Complaints

• Return Request Rejection.
• Refund Processing Delays.
• Incorrect Refund Amount.
• Replacement Issues.
• Return Pickup Problems.
• Cancellation-Related Refund Disputes.

2.6 Privacy and Account-Related Complaints

• Unauthorized Account Access.
• Incorrect Personal Information.
• Privacy Concerns.
• Data Protection Requests.
• Misuse of Personal Information.
• Suspicious Account Activities.

3. How to Submit a Complaint

Customers can submit complaints through the official communication channels provided by StarPlaza.

Official Complaint Channels

Customers are encouraged to provide the following information while submitting a complaint:

• Full Name.
• Registered Mobile Number.
• Registered Email Address.
• Order ID, where applicable.
• Payment Transaction Reference, where applicable.
• Description of the complaint.
• Relevant screenshots, photographs, or supporting documents.

Providing complete information helps us investigate and resolve complaints more efficiently.

Important: Customers should never share UPI PINs, OTPs, CVV numbers, card PINs, or banking passwords while submitting a complaint.

4. Grievance Registration and Acknowledgement

Every complaint received through our official channels will be reviewed and recorded through the applicable complaint-handling process.

After receiving a complaint, we will make reasonable efforts to:

1. Identify the nature of the complaint.
2. Record the relevant customer and transaction details.
3. Provide an acknowledgement of receipt.
4. Assign the complaint for appropriate review.
5. Request additional information if necessary.
6. Communicate relevant updates to the customer.

In accordance with applicable Indian E-Commerce Consumer Protection Rules, complaints will be acknowledged within 48 hours of receipt.

5. Grievance Resolution Timeline

StarPlaza aims to resolve customer complaints within the timelines prescribed under applicable laws.

The following service standards will generally apply:

Where an investigation requires additional time due to third-party verification, banking procedures, courier investigation, or other external dependencies, customers will be informed of the status and relevant reasons.

Any shorter mandatory statutory or regulatory timeline will prevail.

6. Payment Gateway and Transaction Complaints

StarPlaza may facilitate online payments through authorized third-party payment gateway providers.

Customers may raise complaints relating to:

• Failed Payment Transactions.
• Successful Payment but Order Not Generated.
• Pending Transactions.
• Duplicate Payment.
• Incorrect Transaction Status.
• Payment Reversal.
• Refund Processing.
• Unauthorized Payment Activity.

Upon receiving a payment-related complaint, we may review the relevant transaction records and coordinate with the applicable payment gateway, bank, or financial institution.

The investigation may involve:

1. Order ID Verification.
2. Transaction Reference Verification.
3. Payment Status Review.
4. Gateway Transaction Reconciliation.
5. Coordination with the relevant service provider.
6. Communication of the outcome to the customer.

StarPlaza operates the e-commerce platform and does not independently authorize or control transactions processed by banks, card issuers, UPI applications, or third-party payment gateway providers.

Where a complaint relates to the independent payment services of a bank or payment provider, customers may also raise a complaint directly with that provider through its official grievance mechanism.

This does not restrict customers from seeking assistance or exercising their rights against StarPlaza.

7. Amount Debited but Order Not Confirmed

If a customer’s bank account, card, UPI application, or wallet shows a debit but the order is not confirmed on StarPlaza, the customer should contact our support team.

Customers should provide:

• Order ID, if generated.
• Transaction Reference Number.
• Payment Date and Time.
• Payment Amount.
• Relevant Payment Status Screenshot.

Our team may coordinate with the payment gateway or relevant financial institution to verify the transaction.

If the transaction is confirmed as successful but the order cannot be fulfilled, an eligible refund will be handled according to the applicable Refund Policy and payment provider procedures.

8. Duplicate Payment Complaints

If a customer believes that multiple payments have been made for a single order, the customer should submit a complaint with all relevant transaction reference numbers.

StarPlaza will review the available payment records and coordinate with the relevant payment provider where necessary.

After verification of an excess successful payment, an eligible refund will be initiated according to the applicable Refund Policy.

Customers are advised not to share confidential banking credentials while reporting duplicate payment issues.

9. Refund and Cancellation Complaints

Customers may raise complaints if:

• An approved refund has not been credited.
• The refund amount appears incorrect.
• A cancellation has not been updated.
• A refund has been initiated but remains pending.
• A return request has not been processed.

Our team will review the order history, payment records, refund status, and relevant service provider information.

Where required, we may provide a refund reference number or other available transaction details to assist the customer in tracking the refund.

Refund-related matters will be handled in accordance with our Return & Refund Policy and Order Cancellation Policy.

10. Product and Delivery Complaints

Customers may report damaged, defective, incorrect, missing, or undelivered products through our official support channels.

Depending on the nature of the complaint, we may request:

• Order details.
• Product photographs.
• Packaging photographs.
• Shipment tracking information.
• Relevant supporting documents.

We may coordinate with the supplier, warehouse, courier company, or logistics partner to investigate the complaint.

Appropriate resolutions may include replacement, refund, return assistance, or another legally appropriate remedy.

11. Privacy and Data Protection Grievances

Customers may raise privacy-related complaints concerning the collection, processing, storage, use, or disclosure of their personal information.

Such complaints may include:

• Unauthorized access to personal information.
• Incorrect customer records.
• Requests for correction or erasure.
• Withdrawal of consent.
• Unauthorized disclosure concerns.
• Other personal data protection matters.

Privacy-related requests will be reviewed in accordance with our Privacy Policy and applicable data protection laws.

Where a separate Data Protection Officer or designated privacy contact is legally required, the relevant contact details will be published through the appropriate website channel.

12. Escalation Process

If a customer is not satisfied with the initial response, the complaint may be escalated through our grievance redressal mechanism.

The escalation process generally includes:

Nothing in this escalation process prevents a customer from directly exercising a statutory right or approaching a competent authority.

13. Grievance Officer Details

In accordance with applicable Indian E-Commerce Consumer Protection requirements, StarPlaza will designate a Grievance Officer to receive and address customer complaints.

The final designated officer’s name and applicable contact details will be published on the website.

14. Customer Responsibilities

Customers are requested to:

• Provide accurate complaint information.
• Submit genuine supporting documents.
• Provide valid order and transaction references.
• Avoid submitting confidential banking credentials.
• Cooperate with reasonable verification requests.
• Use official communication channels for complaints.

Providing incomplete or incorrect information may delay the investigation and resolution process.

15. Unauthorized Transactions and Fraud Reporting

If a customer notices an unauthorized payment, suspicious transaction, or suspected misuse of payment credentials, they should immediately:

1. Contact their bank or payment service provider.
2. Report the transaction through the relevant official payment complaint mechanism.
3. Notify StarPlaza through its official support channels if the transaction relates to an order on our platform.
4. Preserve available transaction references and relevant evidence.

Important: Customers should not delay reporting unauthorized financial transactions to their bank or relevant authority while waiting for a response from StarPlaza.

16. Fair and Transparent Complaint Handling

StarPlaza aims to handle customer grievances fairly, consistently, and without unreasonable discrimination.

All complaints will be reviewed based on their facts, available records, applicable policies, and legal requirements.

A complaint will not be rejected merely because the customer has previously requested a return, refund, or other legitimate customer service assistance.

17. Record Keeping and Confidentiality

We may maintain appropriate records of complaints, communications, investigation details, and resolution outcomes for customer service, audit, legal compliance, and dispute management purposes.

Such records will be handled in accordance with our Privacy Policy and applicable data protection requirements.

Access to complaint records will be restricted to authorized personnel and service providers where necessary.

18. External Consumer Grievance Mechanisms

If a customer is unable to resolve a complaint through our internal grievance mechanism, they may approach appropriate external consumer protection authorities or dispute resolution forums.

Customers in India may also use the National Consumer Helpline:

For eligible payment system complaints, customers may also approach the relevant bank or payment provider and, where applicable, use the Reserve Bank of India’s Complaint Management System:

The availability and jurisdiction of external complaint mechanisms will depend on the nature of the complaint and applicable legal requirements.

19. Policy Modifications

STARPAY TECHNOLOGIES PRIVATE LIMITED reserves the right to update or modify this Grievance Redressal Policy from time to time.

Any revised version will be published on our website with the updated effective date.

Changes will be made subject to applicable legal and regulatory requirements.

20. Governing Law

This Grievance Redressal Policy shall be governed by the applicable laws of India, including relevant consumer protection, e-commerce, payment, and data protection regulations.

Nothing in this policy shall restrict any statutory right or remedy available to customers under applicable law.

21. Company and Contact Information

For faster assistance, customers are advised to mention their Order ID, registered mobile number, and relevant transaction reference wherever applicable.

© 2026 STARPAY TECHNOLOGIES PRIVATE LIMITED. All Rights Reserved.