Urgent — session within two hours
Email support@shrut.io with URGENT in the subject line and your booking ID. We watch this inbox first, during [Monday to Saturday, 9:00 to 19:00 IST].
01What to send us
The support form on shrut.io covers these topics:
- A booking or session
- A payment, invoice or refund
- My account or sign-in
- Expert application or payout
- A privacy request
- Report a safety, conduct or compliance concern
- Organisation accounts, press or partnerships
For each message, the form asks for:
- What is this about?
- Your name
- Email you use on Shrut
- Booking ID or transaction ID (if you have one)
- What happened?
02Quick fixes
I did not get my OTP
Wait a minute, check the mobile number and country code, then request a new code. Make sure your phone has signal and can receive SMS. If it still does not arrive, write to us with the last four digits of your number and the time you tried.
My payment was debited but the booking is not confirmed
Give it 30 minutes and refresh your dashboard. If the booking still is not confirmed, the amount is reversed to your original payment method, usually within 5 to 7 business days. Send us the transaction ID and we will chase it.
I cannot join my session
Open the join link from your confirmation email or dashboard, try a different browser, and allow camera and microphone access when asked. If you are still stuck after five minutes, email us with URGENT in the subject line.
I need to reschedule or cancel
Open the booking in your dashboard. Notice of 24 hours or more gets the best outcome. The full table of what happens when is in Cancellations and refunds.
My expert did not show up
Wait ten minutes, then write to us. You can choose a full refund or a free rebooking with the same expert.
03Where to write, and what to expect
| Topic | Write to | First reply |
|---|---|---|
| Session in the next two hours | support@shrut.io, subject “URGENT” | Within [30 minutes] in support hours |
| Bookings, payments, refunds | support@shrut.io | 1 business day |
| Expert applications and payouts | experts@shrut.io | 2 business days |
| Privacy requests | privacy@shrut.io | Acknowledged in 48 hours, resolved in 30 days |
| Safety, conduct or compliance concerns | report@shrut.io | Within 24 hours |
| Organisations, press, partnerships | hello@shrut.io | 3 business days |
Support hours: [Monday to Saturday, 9:00 to 19:00 IST]. Messages sent outside these hours are answered first thing the next working day.
04What helps us help you
Your booking ID or transaction ID, the email or mobile number on your account, the date and time it happened, and a screenshot if something looked wrong. Never send card numbers, passwords or OTPs.
05Grievance Officer
In line with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.
Email: grievance@shrut.io
We acknowledge within 48 hours and resolve within 30 days.