Support & Grievance Redressal

1. Start with the right channel

For account, billing, subscription, invoice or technical assistance, email support@billi.indiastudios.in. Using the registered account email where possible helps us verify ownership safely.

2. What to include

• Registered BILLI PRO email address.
• A short description of the problem and the page or feature involved.
• Invoice number, payment date or transaction reference where relevant.
• A screenshot when it helps explain a visual or calculation problem.
• What you expected to happen and what actually happened.

3. What never to send

Support will never need your password, OTP, UPI PIN, card PIN, CVV or banking password. Do not include these secrets in email, screenshots or documents.

4. Support handling

We aim to acknowledge genuine support requests promptly, investigate the relevant account or transaction and provide a practical next step. Complex technical, payment or legal matters may require additional verification or time.

5. Formal consumer grievance

Where a formal consumer grievance mechanism applies, we aim to acknowledge complaints within 48 hours and seek to resolve them within one month, subject to the nature of the matter and applicable law. A grievance may be escalated to grievance@billi.indiastudios.in.

6. Privacy requests

For access, correction, deletion, consent withdrawal or other privacy/data-protection requests, use privacy@billi.indiastudios.in. We may perform reasonable identity verification before making changes or disclosing personal information.

7. Security vulnerabilities

Report suspected vulnerabilities privately to security@billi.indiastudios.in rather than ordinary support. Avoid accessing, copying or exposing other customers' information.

8. Refund and billing disputes

Subscription refund requests should use refunds@billi.indiastudios.in. Payment-verification questions should include the transaction reference, but never include banking credentials or authentication secrets.