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Grievance Redressal Policy

How to reach our Grievance Officer and how we will respond.

Last updated: 16 June 2026

This Grievance Redressal Policy is published in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023. It tells you how to raise a concern with Cars Mantra and how we will respond.

1. What you can raise

  • Inaccurate, misleading, fraudulent or unlawful listings.
  • Misuse of your personal data or requests under the DPDP Act (access, correction, erasure, withdrawal of consent, nomination).
  • Allegations of intellectual property infringement (copyright, trademark) in photos or copy on the Platform.
  • Abusive, defamatory or harassing messages on our WhatsApp / Telegram channels or chatbot.
  • Payment or refund disputes for paid Cars Mantra services.
  • Any other concern about your experience on the Platform.

2. How to contact the Grievance Officer

Grievance Officer — Cars Mantra
Email: carzmantra@gmail.com
Phone / WhatsApp: +91 99993 82288 (10:00–19:00 IST, Mon–Sat)
Postal address: Cars Mantra, Gurugram, Haryana, India.

Please include in your message:

  • your name and a contact channel we can use to reply;
  • a clear description of the grievance;
  • the URL of the listing, screenshot or message, where applicable;
  • any supporting documents (e.g. proof of ownership for an IP claim).

3. Our timelines

  • Acknowledgement: within 24 hours of receipt (working days).
  • Resolution: within 15 days for most complaints, in line with the IT Rules 2021.
  • Urgent take-downs (impersonation, nudity, fraud, threat to safety): we aim to action within 24–72 hours.
  • DPDP Act requests (access, correction, erasure, withdrawal of consent): within 30 days.

4. Escalation

If you are not satisfied with our response, you may escalate as follows:

  • Data Protection Board of India — for personal data complaints under the DPDP Act, after exhausting the grievance procedure above.
  • National Consumer Helpline (1915 / consumerhelpline.gov.in) for consumer disputes.
  • Civil courts at Gurugram, Haryana, in line with our Terms of Service.

5. Vexatious or repetitive complaints

We may close a complaint without further action if it is anonymous, lacks sufficient detail, is identical to one we have already resolved, or is abusive. We will tell you in writing why.

6. Updates

We may update this Policy from time to time. The latest version is always available at /grievance.