Fair Usage Policy

Last Updated: 10-04-2026 • Website: consumerhaq.org

This Fair Usage Policy governs reasonable use of services provided by ConsumerHaq and forms part of the Terms and Conditions.

Purpose

01. Policy Objectives

This policy ensures:

Fair access for all users
Prevention of misuse
Transparent usage limits
Non commercial use

Usage

02. Personal Use Only

Services are intended only for individual consumer disputes, personal purchases, and non commercial matters.

Not permitted: Business disputes, third party representation, commercial recovery, and bulk complaint filing.

Family

03. Mandatory Family Member Declaration

For Family Protection Plan:

User must declare up to four family members at the time of purchase
Names must be provided at onboarding stage
Members cannot be changed after declaration
Cases will be accepted only for declared members

Family members must belong to the same household and be directly related to the primary subscriber.

Strict Rule

04. Non Changeable Member Rule

Once family members are declared, no replacement, rotation, temporary inclusion, or transfer is allowed. This is mandatory to prevent misuse.

Individual

05. Individual Plan Usage

Valid for 12 months and applicable only to the registered individual. Sharing with others, family, or friends is strictly prohibited.

Definitions

06. Case Definition

A case means one transaction, one company, and one dispute. Multiple communications for the same dispute count as one single case.

Violations

07. Misuse and Action

Misuse includes submitting false claims, fake documents, sharing access, or rotating members. ConsumerHaq may suspend service or terminate the plan without refund in such cases.

Commercial

08. Commercial Use Restriction

Services cannot be used by agents, law firms, recovery services, or complaint resellers.

Legal

09. Governing Law and Jurisdiction

This policy is governed by the laws of India. Any dispute shall be subject to the exclusive jurisdiction of courts located in Bhopal, Madhya Pradesh, India.

Contact

10. Contact Information

Email: support@consumerhaq.org
Website: consumerhaq.org

Frequently Asked Questions

What does ConsumerHaq do?

ConsumerHaq is a technology-based consumer grievance platform. We help you understand your legal rights, identify the right escalation path, and draft effective complaint communications. We connect you with independent legal professionals when formal legal action is needed. We do not act as your lawyer, but we help you navigate the process confidently from first complaint to resolution.

Do you provide legal advice?

No. ConsumerHaq provides guidance, process clarity, and drafting support not formal legal advice. We are not a law firm and do not create a lawyer-client relationship. For formal legal representation, we connect you with independent licensed professionals.

Do you send legal notices?

ConsumerHaq itself does not send legal notices. However, as part of our service, we connect you with independent legal professionals who can draft and dispatch formal legal notices on your behalf when required. The notice is sent by the professional not directly by our platform ensuring it carries proper legal standing.

What exactly is your role in my complaint?

We act as your structured support system:

Assess whether your case has a strong basis
Guide you through the right escalation channels (company, regulator, consumer forum)
Draft complaint letters and communication templates
Connect you with independent legal professionals when formal action is needed
Track and follow up on complaint status

What rights do consumers have in India?

Under the Consumer Protection Act, 2019, every Indian consumer has 6 fundamental rights:

Right to Safety protection from hazardous goods and services
Right to be Informed accurate product details, pricing, and terms
Right to Choose access to a variety of goods at competitive prices
Right to be Heard your grievance must be acknowledged and considered
Right to Seek Redressal compensation for defective goods or deficient services
Right to Consumer Education awareness of your rights and remedies

Can I take action against online sellers?

Yes. E-commerce platforms and sellers are fully liable under the Consumer Protection
Act, 2019 and the E-Commerce Rules, 2020. If you received a defective product, were denied a refund, or faced misleading product listings, you can file a complaint against the platform and/or the individual seller. Platforms like Amazon, Flipkart, Meesho, and Myntra are all subject to these rules.

Can I take action against false advertisements?

Yes. Misleading advertisements are an offence under the Consumer Protection Act, 2019. You can file a complaint with the Central Consumer Protection Authority (CCPA) or directly approach a consumer forum. This applies to false claims by brands, influencers, and platforms including exaggerated course outcomes, fake discount pricing, and fabricated product benefits.

How do file a consumer complaint?

Filing a complaint involves three stages:

Step 1- Direct complaint: Contact the company's official grievance channel in writing (email or app).
Document everything.
Step 2- Escalate to regulator: If unresolved, escalate to the relevant authority RBI for banking, IRDAI for insurance, TRAI for telecom, or the CCPA for general consumer issues.
Step 3- Consumer Forum: If still unresolved, file at the appropriate consumer forum (District/State/National based on claim value) via edaakhil.nic.in.
ConsumerHaq helps you at every step from drafting the initial complaint to preparing your forum filing.

When should I escalate my complaint?

You should escalate if any of the following apply:

Refund not received within 7–10 working days of approval (or 30 days if no approval received)
No response from the company's customer support after 2 written follow-ups
Your complaint has been repeatedly closed without resolution
You've been given false assurances or conflicting information
The amount involved exceeds ₹5,000 and the company is unresponsive

Why does escalation work better than regular support?

Standard customer support is designed to handle routine queries not disputes. Escalation works because it moves your case outside the support queue and into legal or regulatory scrutiny. A formal written complaint, a notice to a nodal officer, or a regulatory filing creates a paper trail the company must legally respond to. This shifts accountability and often triggers quicker resolutions than repeated calls or chat tickets.

Can I file a complaint from anywhere in India?

Yes. The entire ConsumerHaq process is fully online and location-independent. You can submit your complaint, receive guidance, and take action from any city or town in India. Consumer forum filings can also be done digitally via the government's eDaakhil portal, eliminating the need to visit any office in person.

What am I paying for, and how much does it cost?

Your payment covers:

Case assessment: evaluation of your complaint's strength and recommended path
Drafting assistance: professionally worded complaint letters, escalation emails, and forum filings
Process support: step-by-step guidance through regulatory and legal channels
Professional connections: access to independent advocates for legal notices when needed (charged
separately by the professional)
For exact pricing, visit our Pricing page or contact us directly at support@consumerhaq.com.

Is my personal information safe?

Yes. Your data is used only for the purpose of processing and facilitating your complaint. We do not sell, share, or use your information for advertising or marketing purposes. For full details, please read our Privacy Policy.

Still waiting for your refund? What should I do?

If your refund has been pending for more than 10 working days, take these immediate steps:

Send a formal written complaint to the company's grievance email (not the chat bot)
Mention a specific resolution deadline of 7 days in your email
Submit a complaint on ConsumerHaq so we can assess escalation options
If still unresolved, we'll guide you to file with the appropriate regulator or consumer forum

Disclaimer

ConsumerHaq is a technology platform and process facilitator. It is not a law firm and does not provide legal advice or legal representation. Independent legal professionals facilitated through this platform operate independently and are not employees of ConsumerHaq. Results may vary based on individual case
circumstances.