Legal / Grievance Redressal Policy
Grievance Redressal Policy
How to complain, what we must do about it, and where to go if we fail you.
Version 1.3 · last updated 2 October 2026
This policy is published under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection Act, 2019. It applies to any complaint about the Service, about a charge, about content, or about how we handled your personal data.
Grievance Officer
| Item | Detail |
|---|---|
| Name | Vasudev (Proprietor) |
| grievance@topbilling.in | |
| Postal address | VD Enterprises, No. 102, Kudiyana Theru, Melapoovanur, Needamangalam, Kalacheri, Tiruvarur District, Tamil Nadu 612803, India |
| Acknowledgement | Within 24 hours of receipt, with a reference number |
| Resolution | Within 15 days, in writing, with the reason for the decision |
How to file one
Email grievance@topbilling.in from the address on your account. Include what happened, when, the reference ids you have (tb_req_ for a request, the order id for a payment), what you have already tried, and the outcome you want. If you are complaining on someone else's behalf, say so and tell us what authority you have.
What we do with it
- Acknowledge within 24 hours with a reference number, and tell you who is handling it.
- Investigate — we read the ledger, the audit log and the request records. Because the financial tables are append-only, we can show you exactly what happened and when.
- Decide within 15 days. Where the fix involves money it is made as a compensating entry or a refund under the Credits Policy, never by quietly editing a record.
- Explain in writing: what we found, what we are doing, and what you can do next if you disagree.
Where a complaint concerns content that is unlawful, we act within the time the law allows, and for the categories in section 2 of the Acceptable Use Policy we act immediately.
If you are not satisfied
| Kind of complaint | Where to escalate |
|---|---|
| How we handled your personal data | The Data Protection Board of India — after raising it with our Grievance Officer first, as the DPDP Act requires. |
| A consumer dispute: service, billing, refunds | The National Consumer Helpline at consumerhelpline.gov.in, or the District Consumer Disputes Redressal Commission with jurisdiction where you live. |
| A payment that failed or was wrongly debited | Your bank or payment provider first, then the Reserve Bank of India's ombudsman scheme for digital transactions. Our payment gateway's own grievance channel is linked at checkout, and we will supply whatever references you need. |
| Anything else | Clause 19 of the Terms of Service: 30 days of good-faith discussion, then the courts at Chennai, Tamil Nadu — without prejudice to your consumer rights. |
Escalating does not close our file. We keep working on a complaint until it is resolved, whatever else you have started.
What we record
We keep a record of every grievance — what was raised, what we did, and how long it took — for 24 months, and we use it to fix the underlying cause rather than only the instance.
Other documents
- Terms of Service — The agreement between you and VD Enterprises for using Top Billing.
- Acceptable Use Policy — What you may not do with the Service, and what happens if you do.
- Privacy Policy — What personal data we process, why, where it goes, how long we keep it, and your rights.
- Cookie Policy — The only cookies we set are the ones that keep you signed in.
- Data Processing Addendum — The processor terms that apply when you route personal data you are responsible for through the Service.
- Sub-processors — Every third party that processes data on our behalf, what for, and where.
- Credits, Refunds and Cancellation Policy — How prepaid credits work, what is charged, and when money comes back.
- Service Delivery Policy — Nothing is shipped. What you buy is available within minutes, and usually at once.
- Referral Programme Terms — Invite someone, and when they top up you get credits. The exact rules.
- Service Level and Support Policy — What we aim for on availability and response, stated as targets rather than promises.
- Responsible Disclosure Policy — Report a vulnerability in good faith and we will not come after you.
- About and business details — The registered identity behind Top Billing, as the e-commerce disclosure rules expect.
- Contact — How to reach us, and what to include so the first reply is a useful one.