Grievance Redressal
Last updated: February 2026
Level 1 — Support ticket
Raise a Support ticket from your account → category that best matches.
Initial response within 24 hours, resolution within 5 business days.
If not resolved, escalate to Level 2 by replying 'Escalate' on the ticket.
Level 2 — Grievance Officer
Name: Customer Grievance Officer, ZeroLease
Email: grievance@avenaa.co.in
Working hours: Monday to Saturday, 10:00 – 18:00 IST.
Response within 3 business days; final resolution within 15 business days.
Level 3 — Ombudsman / Regulator
If still unresolved within 30 days, you may approach the relevant consumer forum.
Indian payment disputes: RBI Ombudsman (https://cms.rbi.org.in).
Data protection: Data Protection Board of India (per DPDP Act, 2023).
What to include
Booking ID / Listing ID / Ticket ID.
Clear description of the issue and what outcome you want.
Screenshots, photos, or documents supporting your case.
Best contact (we'll use it for callbacks).
For any clarifications or disputes, raise a ticket via our Help Center or write to legal@avenaa.co.in. This policy is governed by Indian law and disputes are subject to Mumbai jurisdiction.