Contact Us

This Contact Us Policy ("Policy") sets out the official communication channels of Kutoot Innovations Pvt. Ltd. ("Kutoot", "we", "our", "us"), and explains how users, vendors, partners, and regulators may reach us for support, queries, or complaints.

Kutoot is committed to providing timely, transparent, and effective communication to all stakeholders. This Policy is designed to ensure that your inquiries are directed to the appropriate team and resolved efficiently.

You may reach Kutoot only through the following official channels:

• Customer Support (Primary): support@kutoot.com
• Phone Support: +91-72597 77622 (Mon–Fri, 10:00 AM to 6:00 PM IST)
• Postal Address: Kutoot Innovations Pvt. Ltd., Delta Arcade, 5th Floor, 22nd Cross, 18th Main, Sector 3, HSR Layout, Bengaluru – 560102
• Website Form: www.kutoot.com/contact
• In-App Chat: Available within Kutoot mobile applications
• Legal & Compliance Queries: legal@kutoot.com

We strive to respond to all inquiries within the following timeframes:

• General Queries / Feedback: Within 2–3 business days
• Technical Issues (website/app): Within 24–48 business hours
• Order / Refund / Redemption Issues: Within 7 business days
• Business Partnerships / Sponsorships: Within 5–7 business days
• Grievance Redressal / Legal Complaints: Acknowledgment within 48 hours, resolution within 30 days (as per Consumer Protection Act, 2019 and IT Rules, 2021)

Response times may vary during peak periods, holidays, or due to the complexity of the issue. We appreciate your patience and understanding.

If your issue is not resolved to your satisfaction, you may escalate as follows:

1. Step 1: Raise a ticket via email (support@kutoot.com) or in-app chat. Note your ticket number for future reference.
2. Step 2: For unresolved complaints beyond 15 working days, escalate to support@kutoot.com with your original ticket number.
3. Step 2: If still unresolved after 30 days, users may approach statutory authorities including:
   • Consumer Disputes Redressal Commission
   • CERT-In (for cybersecurity issues)
   • RBI (for payment-related issues)
   • Data Protection Board of India (for privacy concerns)

For faster resolution, please provide the following information when contacting us:

• Full Name and Registered Email/Mobile
• Transaction ID / Order ID (if applicable)
• Clear description of the issue or request
• Supporting documents/screenshots (if relevant)
• Date and time of the incident (if applicable)
• Device and browser information (for technical issues)

Incomplete information may result in delays in processing your request. Please ensure all relevant details are provided in your initial communication.

All communications will be logged and processed in accordance with our Privacy & Data Protection Policy and the Digital Personal Data Protection Act, 2023 (DPDPA).

• Your details will be used strictly for service delivery, legal compliance, or grievance redressal
• Communication records are retained for a period of 3 years for audit and compliance purposes
• You may request deletion of your communication history (subject to legal retention requirements)
• We do not share your communication data with third parties except as required by law

For privacy-related inquiries or to exercise your data rights, contact our Data Protection Officer at legal@kutoot.com.

To maintain a safe and productive support environment, the following are strictly prohibited:

• Abusive, threatening, or harassing language directed at support staff
• Fraudulent claims or misrepresentation of facts
• Repeated frivolous complaints or spam communications
• Attempts to manipulate or exploit support processes

Consequences of Misuse:

• Kutoot reserves the right to block accounts engaging in misuse of support channels
• Any fraudulent claims may be reported to authorities under the Information Technology Act, 2000 and Indian Penal Code
• Legal action may be pursued for defamation, harassment, or fraud

Kutoot may update this Contact Us Policy from time to time to reflect regulatory or operational changes. Any updates will be posted on our website and platforms with a new "Last Updated" date.

We encourage users to periodically review this Policy to stay informed about how to reach us and what to expect from our support services.

Material changes will be communicated through:

• In-app notifications
• Email to registered users (for significant changes)
• Website banner announcements