Astronia — Powered by AP Pure Care Private Limited
How to complain, and how fast we respond
A complaint may be submitted from the Astronia app or from astronia.in through in-app support, or by email to support@astronia.in. It should include the registered contact, the order or Session ID, the date, the issue, the remedy requested and any available evidence. Astronia will not demand irrelevant sensitive information. Every complaint receives a ticket number and a written acknowledgement.
2.1 Three different statutory regimes apply to Astronia, and they do not share the same timelines. Where more than one applies to a complaint, Astronia applies the shortest.
| Complaint | Action within | Notes |
|---|---|---|
| Acknowledgement of any complaint | 24 hours | Ticket number issued immediately |
| Non-consensual intimate imagery, artificially morphed imagery of a person, or impersonation | 2 hours | Staffed on rotation around the clock; no queue |
| Content in the prohibited categories under Rule 3(1)(b) | 36 hours | Removal or disablement of access |
| Order of a court or an authorised government agency | 3 hours | From verified receipt; verify authority, scope and legal basis first |
| Disposal of any other intermediary complaint | 7 days | With a reasoned outcome and an appeal route |
| Complaint | Action within | Notes |
|---|---|---|
| Acknowledgement | 48 hours | Astronia acknowledges within 24 hours as a single operating standard |
| Redressal of a service, refund or delivery complaint | One month | Refund decisions target 72 hours under the Refund Policy, Cl. 6 |
| Request | Action within | Notes |
|---|---|---|
| Acknowledgement | 48 hours | |
| Response to a privacy grievance or rights request | 30 days | Published period; never later than 90 days. Runs from completion of identity verification |
| Personal data breach | Without delay; Board report in 72 hours | See the Privacy Policy, Cl. 12 |
Account takeover and payment fraud are prioritised immediately on receipt: the account is secured and evidence preserved before any other step.
Astronia assesses relevant evidence, records reasons, avoids conflicts of interest, and communicates the outcome and the appeal route. Repeat or fraudulent complaints may be consolidated or restricted, but genuine criticism and statutory complaints will not be suppressed.
A copyright, trademark or privacy notice should identify the right, the specific URL or content, the complainant’s authority, the good-faith basis and contact details. Astronia may request clarification, restrict content temporarily, notify the affected User where lawful, and preserve records.
A User or Service Provider dissatisfied with an outcome may request one internal reconsideration by the Grievance Officer or a conflict-free senior delegate who did not make the original decision. Astronia communicates a reasoned outcome without delaying any statutory remedy. Where the IT Rules apply, an eligible complainant may appeal directly to the Grievance Appellate Committee portal within 30 days after receiving the Grievance Officer’s decision, or in another circumstance permitted by the applicable rules. An internal reconsideration does not pause or extend that statutory period.
Grievance Officer: Rahil Bhati, Company Legal Head, AP Pure Care Private Limited. Email: support@astronia.in. Customer-care telephone: 0120 400 9935 (Monday to Saturday, 10:00 to 19:00 IST). Address: 5th Floor, 502, Kaisons Tower, Alpha-1, Alpha Road, Alpha Commercial Belt, Alpha 1, Greater Noida, Gautam Buddha Nagar, Uttar Pradesh - 201310, India. Complaints may also be raised at any time through in-app support, which is monitored daily.
Data Protection contact: Rahil Bhati, Company Legal Head, AP Pure Care Private Limited, support@astronia.in, 0120 400 9935.