Bullionare

Legal

Grievance Redressal

Last updated: June 2026

Bullionare Times Private Limited is committed to resolving every customer concern fairly and promptly. The mechanism below is published in compliance with Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021, and Section 8(9) of the Digital Personal Data Protection Act, 2023.

Level 1 — Customer Support

For any product, transaction or account issue, first reach out to our customer support team:

  • Email: info@bullionare.com
  • Phone: +91 91645 39990 (Mon–Sat, 10:00–18:00 IST)
  • Acknowledgement: within 24 working hours
  • Resolution SLA: 7 working days

Level 2 — Grievance Officer

If your concern is not resolved at Level 1 within the stated SLA, you may escalate to our Grievance Officer:

  • Designation: Grievance Officer, Bullionare Times Private Limited
  • Address: 2nd Floor, 28/6/3, Laxmi Tower 3, Nagarathpet Cross, Kempana Lane, Bengaluru – 560002, Karnataka, India
  • Email: grievance@bullionare.com (alias forwarded to info@bullionare.com pending dedicated mailbox)
  • Phone: +91 91645 39990
  • Acknowledgement: within 24 hours of receipt
  • Resolution SLA: within 15 days; complex cases up to 30 days as permitted by law

Please include the following while writing to the Grievance Officer:

  • Your full name and registered mobile/email
  • Order ID or transaction reference (if applicable)
  • A clear description of the concern
  • Communication trail with Level 1 support
  • Supporting documents / screenshots

Level 3 — External escalation

If you remain dissatisfied with the Level 2 resolution, you may escalate to the relevant authority:

  • Data Protection Board of India – for personal data complaints under the DPDP Act, 2023.
  • Consumer Helpline (Department of Consumer Affairs, Government of India) – 1915 / consumerhelpline.gov.in.
  • Jurisdictional consumer forum at Bengaluru for unresolved consumer disputes.
  • Cyber-crime portal – cybercrime.gov.in for fraud or impersonation reports.

Working hours & language

All channels operate Monday to Saturday, 10:00–18:00 IST, excluding public holidays. Communication may be in English, Hindi or Kannada.

Record keeping

We maintain a register of all grievances received and their disposition, retained for the period prescribed by applicable law.