Shaadi.com Customer Service — Expert Guide

Overview and primary contact channels

Shaadi.com (People Group), founded by Anupam Mittal in the late 1990s, is one of India’s largest matrimonial services with a historically reported user base exceeding 30–35 million registered profiles. The platform’s official support entry point is the help center on the corporate domain (https://www.shaadi.com). For any critical account or billing issue always start from the site or app’s Help / Contact section so your case generates an official ticket tied to your account ID.

Typical channels available to users are: in-app support (chat/ticket), email, telephone support (shown once you log in), and social-media escalation on verified Shaadi accounts. Standard first-response times are usually within 24–72 hours for non-urgent tickets; urgent billing or fraud reports often get priority. Business-hours support is generally weekday-centric in India (roughly 09:00–18:00 IST Monday–Saturday), but exact hours and phone numbers should be confirmed in your account’s support page because published numbers and hours change periodically.

Subscription management, pricing and refund mechanics

Shaadi.com sells time-based premium memberships (commonly offered in 1-, 3-, 6- and 12-month durations). Prices fluctuate by region, offer and currency — a practical planning range for India is roughly INR 1,000–7,000 for short-to-long duration premium plans, while international prices (USD/GBP) are higher when currency conversion and regional offers are factored. Always view the live “plans” page after logging in to get the exact price, GST and applicable discounts for your account; third-party aggregators or old screenshots can be outdated.

Cancellation and refund policies vary by product: auto-renewal must be turned off in your account settings before the renewal date to avoid charges; refunds, when approved, are processed back to the original payment method and typically clear in 7–21 business days depending on your bank or card issuer. For disputed charges, prepare to provide the transaction reference (payment gateway ID), invoice number and timestamp — these accelerate resolution. If a refund is denied and you believe it to be unjust, you can request escalation (see checklist below) and, as a last resort, file a chargeback through your bank with the documentation Shaadi’s team provides.

Account safety, verification and reporting process

Shaadi.com’s customer service handles identity verifications, photo approvals and abuse reports. Verification commonly uses government ID (passport, driver’s licence or national ID) and phone/SMS confirmation — uploading clear copies through the secure portal speeds verification and reduces false suspensions. If your account was suspended, customer service will list the precise policy clause; provide the requested documents in encrypted/upload form as outlined in your ticket to expedite reinstatement.

If you encounter harassment, fraud or impersonation, preserve evidence immediately: take timestamped screenshots, note profile IDs, copy message threads and note URLs. Submit this package in your first support ticket and mark the ticket “fraud/abuse” — tickets with full evidence are resolved faster. For criminal fraud (payment scams, threats, extortion) also file an FIR with your local police and the cyber-crime cell; Shaadi’s support team can supply a copy of your complaint history upon request to aid investigations.

Escalation checklist and documentation to include

• Required identifying items for any support request: registered email, Shaadi profile ID, last 4 digits of the payment card (if billing-related), transaction/gateway reference, and exact timestamps (DD-MM-YYYY HH:MM IST) for events you report.
• For refunds or charge disputes supply: invoice or order number, bank statement screenshot showing the charge (mask other entries), and a short chronology of communications. For abuse/fraud: full chat exports, profile links (copy URL), screenshots and the names/IDs of reported users.
• Escalation path to request: Level-1 support (ticket) → Senior Support/Manager (if unresolved after 72 hours) → Grievance Redressal Officer (ask for official contact) → Consumer Forum / Banking chargeback or Police FIR for criminal matters. Ask support to provide the ticket ID and escalation reference at each step.

Corporate customers, legal requests and privacy concerns

Business or enterprise accounts and legal inquiries (court orders, takedown notices, data subject access requests) go through Shaadi’s designated corporate or legal team. For formal requests, the platform requires a signed requisition on company letterhead or an e-mail from an authorised domain, plus proof of authority and the legal instrument (court order, subpoena) where applicable. Legal SLAs vary but expect an acknowledgement within 48–72 hours and a fuller response within 7–14 calendar days depending on complexity.

Privacy requests (account deletion, data exports) are actionable via the privacy settings and support ticketing; note that deletion is irreversible and may take up to 30 days to propagate through backups and third-party vendors. International customers should reference the published privacy policy for data-retention schedules and regional rights (e.g., GDPR-style requests for European residents).

Practical tips to get faster outcomes

Always open support tickets from the account in question; include the documentation checklist items above; keep correspondence in one ticket rather than multiple channels; and request a ticket number and an SLA estimate in your first message. If you must contact through phone, follow up with a ticket containing the call reference — phone-only interactions are hard to track for complex billing or legal issues.

Finally, verify any phone numbers or email addresses on shaadi.com before use. For the most reliable, up-to-date contact details and policy text consult Shaadi’s official Help/Contact and Privacy pages (https://www.shaadi.com/help or the in-app support area) so you base decisions on current terms, prices and contact routes rather than cached or third-party summaries.