1. Introduction
Laraware Private Limited ("NxtRecharge") is committed to providing a transparent, fair and effective grievance resolution mechanism for all users of the platform.
2. Types of Grievances Covered
2.1 Transaction Grievances
- Failed transaction — money deducted but recharge / bill not credited
- Double deduction for a single transaction
- Refund not received within stated timelines
- Reward Wallet cashback not credited or incorrect
2.2 Account & Privacy Grievances
- Unauthorised access to your NxtRecharge account
- Request to access, correct or delete your personal data not fulfilled
- Suspected misuse of your personal data
3. How to Raise a Grievance
Step 1 — Email Support
Email us at info@laraware.com with the subject line: 'GRIEVANCE – [Your Issue in 5 words]', including your registered mobile number, transaction ID (if applicable), and a clear description of the issue.
Step 2 — Grievance Officer (Escalated Complaints)
If you are not satisfied with the initial response within 7 days, escalate to our Grievance Officer:
| Name | Designated Grievance Officer, Laraware Private Limited |
| info@laraware.com | |
| Phone | +91 0731-462-1515 |
| Address | B-2/64, Vibhutikhand, Gomtinagar, Lucknow, Uttar Pradesh, India, 226010 |
| SLA | Response within 15 days · Resolution within 30 days |
4. Grievance Resolution Timelines
| Grievance Type | Initial Response | Resolution Target |
|---|---|---|
| Failed transaction (refund) | Within 48 hours | 5–7 business days |
| Account access issue | Within 24 hours | 2–3 business days |
| Privacy / data request | Within 48 hours | 30 days (DPDP Act requirement) |
| Escalated complaint (Grievance Officer) | Within 15 days | 30 days maximum |
5. External Escalation Options
5.1 Consumer Protection
- District / State / National Consumer Disputes Redressal Commission, based on claim value
- National Consumer Helpline: 1800-11-4000 or 14404
- Online portal: consumerhelpline.gov.in
5.2 Payment / Financial Disputes
- RBI Ombudsman for Digital Payments: cms.rbi.org.in
- NPCI Dispute Resolution (for BBPS): npci.org.in
5.3 Cybercrime
- National Cybercrime Reporting Portal: cybercrime.gov.in
- Cybercrime Helpline: 1930
6. Good Faith Commitment
NxtRecharge commits to treating every grievance with fairness, dignity and impartiality, maintaining confidentiality, and providing clear, written reasons for any decision taken.
Contact Us
| Legal Entity | Laraware Private Limited |
| Product | NxtRecharge |
| General / Support / Privacy / Grievance | info@laraware.com |
| Phone | +91 0731-462-1515 |
| Registered Address | B-2/64, Vibhutikhand, Gomtinagar, Lucknow, Uttar Pradesh, India, 226010 |
| Jurisdiction | Courts at Lucknow, Uttar Pradesh, India |
Last updated: 15 April 2026. We reserve the right to update this policy at any time. Material changes will be notified to registered users.