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Contact & Grievance Policy

📞ChessOX Policy

Contact & Grievance Policy

Official Operating Policy for ChessOx (2026 Edition). For questions or written clarifications, contact contact@chessox.com.

Information

At a Glance

TopicSummary
Two contact emailscontact@chessox.com (general) and help@chessox.com (support & escalation)
Response commitmentAll emails acknowledged within 48 hours, 7 days a week.
Resolution SLAsLogin/account: 48h. Billing: 5 days. Bugs: ack 24h. Security: 12h.
Grievance OfficerMandatory under IT Rules 2021. Contact: help@chessox.com. Resolution: 30 days.
3-tier escalationTier 1: contact@chessox.com → Tier 2: help@chessox.com → Tier 3: Consumer Forum / CDRC.
Consumer rightsNational Consumer Helpline: 1800-11-4000. CDRC under Consumer Protection Act 2019.
Data / privacy complaintsEmail contact@chessox.com. Escalate to Data Protection Board of India (DPDP Act 2023).
Language & hoursEnglish primary; Tamil support on request. Email 24/7; processing Mon–Fri 10 AM–6 PM IST.

Our Commitment: Chess OX is committed to resolving every genuine concern raised by users promptly, fairly, and transparently.

Section 1 – Contact Information

📧 contact@chessox.com (General Contact)

Use for: General enquiries, billing & refunds, privacy/data requests, fair play reports, policy questions, tournament enquiries, legal notices, partnership & press.

🛠️ help@chessox.com (Support and Escalation)

Use for: Account access/login issues, wallet queries, technical problems, escalation of unresolved issues, Grievance Officer complaints, fair play appeals, account suspension queries, urgent security issues.

Company & Operational Details

DetailValue
Company NamePhoenix Brothers
PlatformChessox.com
Operating LocationTamil Nadu, India
Operating HoursEmail received 24/7. Processed Monday to Friday, 10:00 AM – 6:00 PM IST
LanguageEnglish (primary). Tamil support available on request.

Section 2 – Issue Categories & Response Commitments (SLA)

CategoryIssue TypesFirst ResponseTarget ResolutionContact
Account and LoginPassword reset, email verification, recovery, profile issuesWithin 48h24–48hhelp@chessox.com
Billing and PaymentsWallet charges, billing errors, duplicate paymentsWithin 24h3–5 business dayscontact@chessox.com
Refund Requests7-day refund, billing error refund, tournament entry refundWithin 48h5–7 business days after approvalcontact@chessox.com
Technical / Platform BugsGame errors, feature not working, display issuesWithin 24hAcknowledged with fix timelinehelp@chessox.com
Security & Account SafetyAccount compromise, unauthorised accessWithin 12hPriority — immediate actionhelp@chessox.com
Fair Play ReportsSuspected cheating, engine use, collusionWithin 24hInvestigation: 7–21 dayscontact@chessox.com
Privacy and DataAccess, correction, deletion, DPDP requestsWithin 48hWithin 30 dayscontact@chessox.com
Tournament IssuesRegistration, pairings, results, prizesWithin 48h3–5 business dayscontact@chessox.com
Grievance / Formal ComplaintUnresolved Tier 1, policy disputesWithin 48hWithin 30 dayshelp@chessox.com
General EnquiryFeedback, suggestions, partnership, pressWithin 48hBest effortcontact@chessox.com

Section 3 – How to Contact Us Effectively

  • Always include: Chess OX username, registered email address, clear description of the issue, and date/time.
  • Billing / Refund: Include transaction ID, amount, and supporting receipts → email contact@chessox.com with subject Billing Enquiry - [username].
  • Urgent Security: Email help@chessox.com with subject URGENT - Account Security - [username].
  • Privacy / DPDP Act Requests: Email contact@chessox.com with subject Data Request - [type] - [username].
  • Fair Play Reports: Use the in-game Report button or email contact@chessox.com with game ID and opponent name.

Section 4 – Three-Tier Escalation Process

  • Tier 1 (Standard Support): Email contact@chessox.com or help@chessox.com. Most issues are resolved at this level.
  • Tier 2 (Grievance Officer): Email help@chessox.com with subject Grievance - [username] - [Tier 1 ref]. Acknowledged within 48h, resolved within 30 days.
  • Tier 3 (External Bodies): National Consumer Helpline (1800-11-4000), CDRC, or Data Protection Board of India.

Section 5 – Designated Grievance Officer (IT Rules 2021)

  • Organisation: Phoenix Brothers
  • Platform: Chessox.com
  • Grievance Email: help@chessox.com (Subject: Grievance - [username] - [issue])
  • Address: Tamil Nadu, India
  • Availability: Monday to Friday, 10:00 AM – 6:00 PM IST
  • Acknowledgment: Within 48 hours | Resolution: Within 30 calendar days

Section 6 – External Escalation and Consumer Rights

External BodyJurisdiction / Use CaseContact / Access
National Consumer HelplineBilling, service quality, refunds (Consumer Protection Act 2019)1800-11-4000 (toll-free)
Consumer Online Resource (CORE)Online filing of consumer complaintsconsumerhelpline.gov.in
E-Daakhil / CDRCConsumer Dispute Redressal Commissionsedaakhil.nic.in / ncdrc.nic.in
Data Protection Board of IndiaPrivacy complaints under DPDP Act 2023meity.gov.in
Courts of Chennai, Tamil NaduLegal proceedings under Indian lawExclusive jurisdiction

Complete Contact Directory

PurposeEmailSubject Line Format
General enquiriescontact@chessox.comGeneral - [topic] - [username]
Billing and refund requestscontact@chessox.comBilling Enquiry - [username]
Fair play reportscontact@chessox.comFair Play Report - [opponent]
Privacy / data requestscontact@chessox.comData Request - [type] - [username]
Grievance / formal complainthelp@chessox.comGrievance - [username] - [issue]
Account / technical supporthelp@chessox.comAccount Help - [username]
Legal noticescontact@chessox.comLegal Notice - [subject matter]