Grievance redressal
If something goes wrong, this page names who answers, where we are, and the clock we are bound to. It is published because Rule 4 of the Consumer Protection (E-Commerce) Rules 2020 requires exactly those three things.
Draft 0.1last updated 5 October 2026
What changed, and when
- 5 October 2026First publication, BLD-96. Discharges Rule 4(2) and 4(4) of the Consumer Protection (E-Commerce) Rules 2020, which require an e-commerce entity to display its legal name, its principal geographic address, and the name, contact details and designation of a grievance officer, and Rule 4(5), which sets forty-eight hours to acknowledge a complaint and one month to redress it. Both verified at source on 5 October 2026. Rule 2(1) carries no territorial qualifier, so this applies to an Indian entity with no Indian customers, which is the position today. The officer's NAME is left as a visible hole rather than filled with a plausible one: inventing a name in a disclosure whose purpose is naming a real person a consumer can reach would be the worst possible place to guess. No registration numbers are published, because the rule asks for a name, an address and a route to a human, and that decision is governed by DISCLOSE_REGISTRATION_NUMBERS. No 24 hour clock is published either; template pages copy that from the IT (Intermediary Guidelines) Rules 2021, which govern intermediaries hosting third-party content, and MetaMinds sells its own files. The privacy notice's three working day acknowledgement, which it stated was our own choice rather than a rule, is tightened to the same 48 hours: a consumer can complain about a purchase through either route, so two clocks meant the slower one was evidence against us on any complaint the stricter rule covered.
Who we are
MetaMinds is a trading name of NexManas Tech Pvt Ltd. Our principal geographic address is 432, Tower C, Bhutani Technopark, Sector 127, Noida, Uttar Pradesh, 201301, India.
Who handles complaints
[grievance officer name pending], Grievance Officer, at help@metaminds.store. That mailbox is live and monitored today, so the route works; the named officer is being appointed and will appear here rather than being announced anywhere else.
What we are bound to
We acknowledge a complaint within 48 hours of receiving it, and redress it within one month of the same date. Those are the periods Rule 4(5) sets, and we do not publish a softer one.
The same 48-hour acknowledgement now applies to privacy grievances under the Digital Personal Data Protection Act. Our privacy notice committed to three working days until 5 October 2026 and said plainly that the figure was our own choice rather than a rule. Someone complaining about a purchase can use either route, so two clocks meant the slower one would have been the evidence against us on any complaint the stricter rule covered.
How to raise one
Email help@metaminds.store or use the contact form. Tell us what you bought or were trying to buy, what happened, and what you want done. You do not need to quote a rule, cite this page, or use any particular wording.
Our acknowledgement carries a reference. Quoting it back keeps one thread instead of several, which matters more than it sounds like when a complaint passes a month.
If we do not resolve it
You keep every right you had before reading this page. Nothing here replaces the consumer forums established under the Consumer Protection Act 2019, and the time we take does not run against your ability to go to them. For a payment dispute, your card issuer or bank has its own process, and that is unaffected too.
Our refund and cancellation policy covers when money comes back, and the terms cover the rest of the relationship.
What this page is not
It is about complaints. Data access, correction and erasure requests are handled through the privacy notice, which names the same mailbox for a different purpose. Vulnerability reports go through coordinated disclosure, which has its own timetable and its own reasons for it.
Questions about any of this
Data protection questions, and any request to see, correct or delete what we hold, go to help@metaminds.store. Anything else, including a markup of these documents from your own counsel, goes to help@metaminds.store.
The answers your security team will ask for, including the attestations we do not hold, are on the security posture page.