1. Our commitment
If we get something wrong, we want to hear about it and put it right. This page sets out how Pro Lifeset Overseas Private Limited handles complaints, as required by the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, and how you can go further if we do not resolve yours.
2. Grievance Officer
- Detail
- Name
- Contact
- Narinderpal Singh Chahal
- Detail
- Designation
- Contact
- Director, Pro Lifeset Overseas Private Limited
- Detail
- Contact
- info@lifesetoverseas.com
- Detail
- Phone and WhatsApp
- Contact
- +91 91155 80911
- Detail
- Landline
- Contact
- 0175-5007440
- Detail
- Post or in person
- Contact
- Shop No. 2, near PRTC Workshop, Nabha Road, Patiala 147001, Punjab, India
- Detail
- Office hours
- Contact
- Monday–Saturday, 9:00 AM – 7:00 PM IST
| Detail | Contact |
|---|---|
| Name | Narinderpal Singh Chahal |
| Designation | Director, Pro Lifeset Overseas Private Limited |
| info@lifesetoverseas.com | |
| Phone and WhatsApp | +91 91155 80911 |
| Landline | 0175-5007440 |
| Post or in person | Shop No. 2, near PRTC Workshop, Nabha Road, Patiala 147001, Punjab, India |
| Office hours | Monday–Saturday, 9:00 AM – 7:00 PM IST |
3. What you can complain about
- The quality, accuracy or timeliness of our service.
- Fees, invoices, GST or a refund decision.
- How a consultant or staff member treated you.
- How we collected, used, shared or protected your personal data, or a request about your data rights.
- Anything on our website that you believe is wrong or misleading.
- Someone claiming to act for us whom you suspect is not genuine.
Decisions by an embassy, IRCC, VFS or any other government body cannot be reviewed by us. If your visa was refused, our refund promise applies.
4. How to raise a grievance
- Email the Grievance Officer at info@lifesetoverseas.com. This gives you and us a written record.
- WhatsApp or call +91 91155 80911 and say you want to raise a grievance.
- Write or visit our office at Shop No. 2, near PRTC Workshop, Nabha Road, Patiala 147001, Punjab, India, Monday to Saturday, 9:00 AM to 7:00 PM.
Complaining is free. You may write in English, Hindi or Punjabi, and you may ask someone to complain for you if you tell us you have authorised them.
5. What to include
- Your name, and the mobile number or email we know you by.
- Your invoice, order or case number, if you have one.
- What happened, and when.
- What you would like us to do to put it right.
- Copies of anything that helps — messages, receipts, letters.
If something is missing we will still accept the complaint and ask you for it. The clock starts when we receive your complaint, not when the file is complete.
6. Your reference number
Our acknowledgement gives you a reference in the form GRV-YYYYMMDD-NN — the date we received it and a running number for that day, for example GRV-20261109-01. Quote it whenever you contact us about the complaint, and to any outside body you approach.
7. Timelines
- Step
- Acknowledge your grievance, with a reference
- Our timeline
- Within 48 hours
- Step
- Resolve it and tell you the outcome in writing
- Our timeline
- Within one month of receipt
- Step
- A request about your personal data (access, correction, erasure)
- Our timeline
- Within 30 days
- Step
- A refund request
- Our timeline
- Acknowledged in 2 business days, decided in 7 — see the Refund Policy
| Step | Our timeline |
|---|---|
| Acknowledge your grievance, with a reference | Within 48 hours |
| Resolve it and tell you the outcome in writing | Within one month of receipt |
| A request about your personal data (access, correction, erasure) | Within 30 days |
| A refund request | Acknowledged in 2 business days, decided in 7 — see the Refund Policy |
If we need longer for a good reason — for example, waiting for a record from a third party — we tell you why before the deadline and give you a new date. That does not take away your right to go to an outside body.
8. Escalation, step by step
- 1
Your consultant or support desk (optional)
Many issues are fixed fastest by your consultant on your existing WhatsApp thread, or by our support desk at support@lifesetoverseas.com. You can skip this step.
- 2
Grievance Officer
Narinderpal Singh Chahal acknowledges within 48 hours and resolves within one month.
- 3
Directors’ review
Not satisfied with the answer? Email info@lifesetoverseas.com with the subject “Attention: Directors” and your reference. Both directors — Narinderpal Singh Chahal and Sherbir Singh Grewal — review it.
- 4
Outside bodies
If you are still not satisfied, or we miss a deadline, you can approach the bodies in Section 9. You do not need our permission.
9. Outside bodies you can approach
- For
- Any consumer complaint
- Body
- National Consumer Helpline, Department of Consumer Affairs, Government of India
- How to reach it
- Toll-free 1915; WhatsApp or SMS 8800001915; consumerhelpline.gov.in
- For
- A formal consumer case
- Body
- District Consumer Disputes Redressal Commission (for us, Patiala), under the Consumer Protection Act, 2019
- How to reach it
- File online on e-Jagriti, the Government’s consumer-commission portal, which replaced e-Daakhil
- For
- Our consultancy licence or conduct as a licensed consultant
- Body
- The authority that issued our licence: Office of the District Magistrate, Patiala (PLA Branch)
- How to reach it
- In writing to that office, quoting Licence No. 849/DC/PTA/PLA/LC-3/2024. Under section 10 of the Punjab Travel Professionals’ Regulation Act, 2012, the Deputy Commissioner may verify complaints against licensees. District details are on the District Patiala website.
- For
- Your personal data
- Body
- Data Protection Board of India, under the Digital Personal Data Protection Act, 2023
- How to reach it
- Under section 13(3) of the Act, use our grievance process first; then complain to the Board in the manner it prescribes.
- For
- A payment
- Body
- Your bank or card issuer
- How to reach it
- Raise a dispute with your bank. Please tell us first so we can fix it faster.
| For | Body | How to reach it |
|---|---|---|
| Any consumer complaint | National Consumer Helpline, Department of Consumer Affairs, Government of India | Toll-free 1915; WhatsApp or SMS 8800001915; consumerhelpline.gov.in |
| A formal consumer case | District Consumer Disputes Redressal Commission (for us, Patiala), under the Consumer Protection Act, 2019 | File online on e-Jagriti, the Government’s consumer-commission portal, which replaced e-Daakhil |
| Our consultancy licence or conduct as a licensed consultant | The authority that issued our licence: Office of the District Magistrate, Patiala (PLA Branch) | In writing to that office, quoting Licence No. 849/DC/PTA/PLA/LC-3/2024. Under section 10 of the Punjab Travel Professionals’ Regulation Act, 2012, the Deputy Commissioner may verify complaints against licensees. District details are on the District Patiala website. |
| Your personal data | Data Protection Board of India, under the Digital Personal Data Protection Act, 2023 | Under section 13(3) of the Act, use our grievance process first; then complain to the Board in the manner it prescribes. |
| A payment | Your bank or card issuer | Raise a dispute with your bank. Please tell us first so we can fix it faster. |
10. Fair treatment
Raising a grievance never affects the way we handle your case, your fees or your place in the queue. If you feel it has, that is itself a grievance — tell the directors directly.
11. Records and confidentiality
We keep a record of every grievance, our response and the outcome, so we can show how it was handled and learn from it. The record is handled under our Privacy Policy. Only the people who need it to resolve your complaint see it. Our wider commitments to clients are in our Client Service Charter.
