1. Grievance Officer
The contact details above should be replaced with the actual designated Grievance Officer's details before RentAVine begins accepting customer reservations.
2. When to contact us
You may raise a grievance if you have a concern about the RentAVine service, including:
- a reservation or selected vine;
- payment verification;
- harvest or allocation information;
- fresh or processed produce;
- delivery or dispatch;
- your customer account;
- information displayed on the website; or
- another issue relating to the RentAVine service.
If you have a simple question rather than a formal grievance, you can also use the Contact page.
3. How to raise a grievance
A grievance can be raised through the designated Grievance Officer contact details published on this page.
Until those details are finalized, customers can use the RentAVine Contact page and clearly state that the message is a grievance.
We recommend using the subject or first line of the message to identify the issue, for example: "Grievance — Reservation RV-XXXX".
4. Information to provide
To help us investigate the issue, please provide the information relevant to your complaint, such as:
- your name;
- registered email address or mobile number;
- reservation ID, if applicable;
- vine ID, if applicable;
- payment reference, if applicable;
- date of the relevant event;
- a clear description of the issue; and
- supporting photographs or documents where useful.
Do not send passwords, UPI PINs, OTPs, banking passwords or other sensitive payment credentials.
5. Acknowledgement
RentAVine will make reasonable efforts to acknowledge grievances received through the designated support channel.
Where applicable to the RentAVine service under Indian e-commerce requirements, grievances will be handled according to the timelines and requirements prescribed by applicable law.
The acknowledgement may include a reference or communication that can be used when following up on the matter.
6. Review & resolution
RentAVine will review the information available about the complaint and the relevant reservation, payment, harvest or delivery records where applicable.
The outcome will depend on the facts and circumstances of the particular matter and the applicable terms, policies and law.
A grievance review does not automatically mean that a refund, replacement, credit or other remedy will be provided.
Where a remedy is required under applicable law, RentAVine will handle the matter in accordance with that requirement.
7. Reservation issues
For concerns about a reservation, please provide the reservation ID. This allows us to identify the plan, vine, harvest season, payment status and other relevant reservation information.
Questions about cancellation or refunds are also subject to the Refund & Cancellation Policy.
8. Payment issues
If you have paid through a manual payment method and the payment has not been verified, provide the payment reference and reservation ID when contacting us.
Do not make another payment simply because a payment is awaiting verification. Contact RentAVine first if you believe the payment has already been made.
Never share a UPI PIN, OTP, banking password or card PIN with RentAVine.
9. Delivery issues
For a delivery complaint, provide your reservation ID and relevant delivery information. Photographs of damaged packaging or produce may be useful when investigating a delivery issue.
Delivery concerns are reviewed together with the applicable reservation, delivery records and the circumstances of the shipment.
Please also review the Shipping & Delivery Policy.
10. Privacy requests
If your concern relates specifically to personal information, account information or a privacy request, please identify it clearly as a privacy matter.
More information is available in the Privacy Policy.
11. Escalation
If you are not satisfied with the response to your grievance, you may follow up using the designated Grievance Officer contact details published on this page.
Where a further statutory or legal remedy is available, nothing in this page is intended to prevent a customer from using that remedy.
12. Contact
For general questions, please use the Contact page.
Before launch, RentAVine should replace the placeholders on this page with the actual Grievance Officer name, email address, phone number and working hours.