Anyone can complain to us — a merchant who uses Patrata, or a customer whose details a merchant has recorded. You do not need an account, you do not need to explain yourself in English, and there is no charge. Marathi is fine.
1. Who handles complaints
| Grievance Officer | Harsh Sakharam Khot |
| Designation | Director, CredSetu Technologies Private Limited |
| info@credsetu.in | |
| Telephone | +91 79959 53111 · Monday to Saturday, 10:00 AM to 6:00 PM IST |
| Post | C/o Renuka Khot, 143/8, Hirdao Road, Lonar, Buldhana – 443302, Maharashtra |
| Nodal person of contact (resident in India, per Rule 4(6) of the E-Commerce Rules) | Harsh Sakharam Khot, Director — info@credsetu.in |
2. What we promise
| Stage | Within |
|---|---|
| We acknowledge your complaint and give you a reference number | 48 hours |
| We resolve it and tell you the outcome in writing | 30 days, and never more than one month |
| If a disputed ledger entry is involved, we pause its effect on any Trust Score while we look into it | On receipt |
| If we need longer, we tell you why and when to expect an answer | Before the 30 days are up |
These are obligations, not targets. Rule 5(9) of the SPDI Rules 2011 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules 2020 both require redressal within one month, and the E-Commerce Rules require acknowledgement within 48 hours.
3. What to tell us
The more of this you can give, the faster we can help. Missing any of it is not a reason for us to refuse your complaint.
- Your name and the mobile number you use, or that the shop has for you.
- The name of the shop involved, if there is one.
- What happened, in your own words. Marathi, Hindi or English.
- The date, and the amount if money is involved.
- What you would like us to do.
4. Complaints we deal with
| Your complaint is about | Who resolves it |
|---|---|
| An entry in a shop’s ledger that you say is wrong — a wrong amount, a payment not marked, a transaction you never made | The shopkeeper is responsible for his own records. Tell him first. If he does not fix it, tell us — we will pause the entry’s effect on any Trust Score, take it up with him, and tell you the outcome. |
| Messages you did not agree to receive, or that continued after you asked the shopkeeper to stop | Both. The shopkeeper sends the message, so tell him first. Tell us as well and we record the opt-out against your record so it applies at every Patrata shop, and we take it up with him. |
| Your Trust Score, or a cross-shop check you did not consent to | Us — though neither feature is active today, so no score exists and nothing is shared between shops. Tell us at once if you are told otherwise. |
| Being asked for your Aadhaar or an identity document | Us, and we treat it as serious. Patrata has no Aadhaar feature and no merchant should be asking for your Aadhaar number through it. Tell us if one does. |
| Wanting to see, correct or delete your information, or withdraw permission | Us. See Privacy Policy, Section 14. |
| A subscription charge or a refund | Us. See the Refund and Cancellation Policy. |
| A merchant behaving abusively, contacting your family or employer, or shaming you | Us, and we treat it as serious. This breaks our Terms and we may suspend the merchant’s account. |
| The goods you bought, their price or their quality | That is between you and the shop. Patrata has no part in it and cannot help. |
5. If you are not satisfied with our answer
Tell us, and we will look at it again. If you are still not satisfied, you can go outside us:
- Data Protection Board of India — for complaints about how your personal information has been handled. You may approach the Board after raising the matter with us.
- Consumer Commission — District, State or National, depending on value, under the Consumer Protection Act 2019. The National Consumer Helpline (1915) can guide you.
- A court — as set out in Section 24 of our Terms of Service. Nothing here takes away a right you have to approach a consumer forum.
We will not close your account, remove your data, or treat you differently because you complained.
6. What we do with complaints internally
- Every complaint is logged with the date received, the date acknowledged, the date resolved and the outcome.
- Complaints about a merchant’s conduct are recorded against his account and reviewed before renewal.
- We review the log at least quarterly to see whether the same problem keeps coming back. If it does, we fix the product rather than the individual complaint.
7. Company details
| App | Patrata |
| Legal name | CredSetu Technologies Private Limited |
| CIN | U62090ME2026PTC475450 |
| Registered office | C/o Renuka Khot, 143/8, Hirdao Road, Lonar, Buldhana – 443302, Maharashtra |
| General support | info@credsetu.in |