Plain English Summary: If you have an issue with your SIP mandate, refund, EdTech portal, or tour logistics, contact our support team first. If they don't fix it within 48 hours, you can escalate it directly to our Nodal Grievance Officer. If that fails, it goes to corporate management. We operate under strict RBI and SEBI guidelines, so your financial disputes are always taken seriously.
1. Our Commitment to Resolution
Vula Technologies Private Limited (operating Vula Capital, Kinetix AI, and Bookswala) recognizes that transparent, rapid grievance redressal is the cornerstone of institutional trust. Because we facilitate regulated financial transactions (escrow) and international travel, we have implemented a strict 3-tier escalation matrix.
We guarantee an initial acknowledgment of all complaints within 24 working hours and aim for total resolution within 7 working days, depending on the complexity of the issue involving third-party banks or embassies.
2. Level 1: Primary Customer Support
Your first point of contact should always be our dedicated helpdesk. Most operational queries (such as portal login issues, SIP mandate updates, or basic logistical questions) can be resolved immediately at this level.
Helpdesk Details
Email: support@vulacapital.in
Phone / WhatsApp: +91-9029026000
Resolution SLA: 24 to 48 Working Hours
3. Level 2: Nodal Grievance Officer
If your issue is not resolved by the Level 1 support team within 48 hours, or if you are unsatisfied with the resolution provided, you may escalate the matter to our designated Nodal Grievance Officer. This level is particularly for disputes regarding financial refunds, eNACH failures, or data privacy concerns.
Nodal Grievance Officer
Name: Head of Compliance
Email: compliance@vulacapital.in
Action Required: Please mention your original Level 1 Ticket Number in the subject line.
Resolution SLA: 3 to 5 Working Days
4. Level 3: Principal Officer & Management
If the Nodal Grievance Officer is unable to resolve your grievance to your satisfaction, or if the issue involves a severe breach of contract, you may escalate the matter directly to the corporate management team.
Corporate Management
Email: corporate@vulacapital.in
Address: Vula Technologies Pvt Ltd, F7/5, Sector-5, CBD Belapur, Navi Mumbai - 400614, MH, India
Resolution SLA: 7 Working Days (Final Internal Decision)
5. External Regulatory Bodies
If your grievance remains unresolved after exhausting our internal 3-tier escalation matrix, you have the right to approach the appropriate regulatory authorities based on the nature of your dispute:
- For Banking & Escrow Disputes: You may approach the Banking Ombudsman via the Reserve Bank of India (RBI) portal (cms.rbi.org.in), as your funds are held in RBI-regulated nodal accounts.
- For Mutual Fund SIP Disputes: If your mandate is routed via SEBI-registered Mutual Funds, you may lodge a complaint on the SEBI SCORES portal (scores.gov.in).
- Consumer Disputes: For service-related deficiencies regarding EduTour fulfillment or EdTech access, you may approach the National Consumer Helpline (NCH).
6. Categorization of Queries
To help us route your ticket to the correct department faster, please clearly state the nature of your grievance in your initial communication:
- Financial / Escrow: Issues related to SIP deductions, mandate cancellations, refund calculations, or milestone API failures.
- Logistics / Travel: Issues regarding visa documentation delays, flight ticketing, hotel quality, or chaperone behavior abroad.
- EdTech / SaaS: Bugs on the Kinetix AI portal, missing certificate generation, or inability to access masterclasses.
- Data & Privacy: Requests to delete data, update KYC information, or report suspected unauthorized access to your parent portal.