Grievance Redressal
01Who to contact
| For | Contact |
|---|---|
| Help with the app, a payment, a refund, an order | Support — in the app (Help → raise a ticket), WhatsApp, support@taxcare.in, +91 78785 52624, WhatsApp only. Mon–Sat, 09:00–19:00 IST. |
| A complaint about TaxCare, or a request about your personal data | Grievance Officer and Data Protection Officer: Monish Kumar — grievance@taxcare.in |
| A concern about a Tax Expert order | "Raise a concern" on the order page. It opens a ticket that carries the order number. |
- For
- Help with the app, a payment, a refund, an order
- Contact
- Support — in the app (Help → raise a ticket), WhatsApp, support@taxcare.in, +91 78785 52624, WhatsApp only. Mon–Sat, 09:00–19:00 IST.
- For
- A complaint about TaxCare, or a request about your personal data
- Contact
- Grievance Officer and Data Protection Officer: Monish Kumar — grievance@taxcare.in
- For
- A concern about a Tax Expert order
- Contact
- "Raise a concern" on the order page. It opens a ticket that carries the order number.
Postal address: Overseas Apps Private Limited, NX One Tower, Tech Zone IV, Greater Noida, Uttar Pradesh 201318, India.
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Please never put your full PAN, Aadhaar, password or OTP in your message.
02What to include
Your registered mobile number, what happened, the date, and any order, ticket or invoice number. Never send your portal password, Aadhaar number or an OTP. We will never ask for them.
03Response times
| Step | We will |
|---|---|
| Support reply | Reply within 1 working day |
| Support tickets by priority | First response: Urgent 1 hour, High 4 hours, Medium 1 business day, Low 3 business days |
| Grievance — acknowledge | Within 24 hours |
| Grievance — resolve | Within 15 days of receipt |
| Personal data request (access, correction, erasure, nominee, consent) | Act within 30 days |
| Personal data breach affecting you | Tell you without delay (see the Privacy Policy, section 13) |
- Step
- Support reply
- We will
- Reply within 1 working day
- Step
- Support tickets by priority
- We will
- First response: Urgent 1 hour, High 4 hours, Medium 1 business day, Low 3 business days
- Step
- Grievance — acknowledge
- We will
- Within 24 hours
- Step
- Grievance — resolve
- We will
- Within 15 days of receipt
- Step
- Personal data request (access, correction, erasure, nominee, consent)
- We will
- Act within 30 days
- Step
- Personal data breach affecting you
- We will
- Tell you without delay (see the Privacy Policy, section 13)
TaxCare is an approved e-Return Intermediary (ERI) and also a consumer-facing online platform. We do not argue that any one regime exempts us. We apply the strictest clock of all of them: acknowledge within 24 hours, resolve within 15 days.
If we need more time, we will tell you why and when you will hear from us. We will not close a grievance without telling you the outcome and the reason.
04How a grievance is handled
- We log it with a reference number and acknowledge it.
- The Grievance Officer, or someone acting for him, reviews it. They can see the account history and audit records needed to decide.
- We reply in writing with the outcome, the reason, and any action (for example a refund or a correction).
- If the complaint shows a fault that could affect others, we fix the cause, not only your case.
05If you are not satisfied
You may also go to:
- Data Protection Board of India — for a complaint about your personal data, after using this grievance route.
- Consumer Commission — District, State or National, under the Consumer Protection Act, 2019. You can also call the National Consumer Helpline on 1915 or visit consumerhelpline.gov.in.
- Grievance Appellate Committee — where the IT Rules, 2021 apply to your complaint.
- Courts — as set out in the Terms of Service, section 22.
Using our grievance route does not take away any of these rights.
06Tax disputes with the Income Tax Department
TaxCare cannot decide disputes about your tax, refund, notice or assessment. Those go to the Income Tax Department (for example through the e-Nivaran grievance on the Income Tax portal). We will help you find the right place.