Sulekha Customer Care: A Complete, Professional Guide

Sulekha is one of India’s largest local services marketplaces, founded in 1998, connecting consumers with verified service professionals across categories like home repairs, moving, education, events, and wellness. Whether you are a consumer booking a service or a professional buying leads, understanding how to work with Sulekha’s customer care will save time and increase your likelihood of quick, favorable resolutions.

This guide explains how to contact Sulekha customer care through the website and app, what details to submit, expected timelines for responses and refunds, how to dispute low-quality leads, and how to escalate unresolved issues. It also covers essential safety tips and relevant Indian regulatory avenues you can use if standard support paths do not resolve your case.

Who Should Contact Sulekha Customer Care—and For What

Consumers typically contact Sulekha customer care for issues such as: bookings not confirmed by providers, no-shows or late arrivals, refund requests after cancellations, quality disputes (e.g., incomplete work), and updates to profile details (name, phone, city) tied to a Sulekha account. For these, support can coordinate with the provider, verify facts (timestamps, call logs, chat history), and initiate refunds or goodwill credits when applicable.

Service professionals (vendors) usually contact support about: disputed leads (wrong category, duplicate leads, invalid phone numbers), billing questions (wallet balance, auto-recharge issues), KYC/status verification, service area changes, and account access. Lead quality reviews often require evidence and must be submitted within a short time window (commonly 24–72 hours from lead receipt) to qualify for credits.

How to Reach Sulekha Customer Care

The most reliable route is through the official website and mobile apps. On the website, go to https://www.sulekha.com and sign in. Scroll to the footer and select Help, Support, or Contact Us (wording can change). From there, you can file a ticket, request a callback, or open a chat if available. In the Sulekha app (Android/iOS), open your Profile or Settings and look for Help & Support. In-app flows are prioritized because they include your account and request IDs automatically.

Be cautious about phone numbers listed on third-party sites—these are frequently outdated or spoofed by scammers. Sulekha may not publish a single pan-India inbound phone line; instead, they often provide callbacks once you verify your account in the app or Help Center. As a rule, initiate contact only from the official website or app and avoid sharing OTPs or card details on unsolicited calls.

Typical support hours for callbacks are business days (Mon–Sat) during 09:00–18:00 IST, though ticket forms can be submitted 24×7. Expect a case/ticket ID as soon as you submit; keep this ID handy for all follow-ups.

What to Include in Your First Message

Submitting a complete, well-structured ticket greatly improves resolution speed and reduces back-and-forth. Gather the following before you write or request a callback:

• Registered mobile number and account email (the ones linked to your Sulekha profile)
• Service request ID or lead ID, category, city, and PIN code
• Date/time of the issue and provider name (if assigned) with call/chat screenshots
• Payment method, amount, gateway reference (UPI RRN, card ARN if available), and transaction date
• Clear description of the problem, remedy sought (refund/credit/re-book), and preferred contact window

Response Times, Case IDs, and Tracking

After you submit a ticket, you should receive acknowledgment immediately or within 24 hours, including a case/ticket ID. For straightforward requests (e.g., change of contact details, minor app issues), resolutions commonly arrive within 1–3 business days. Complex matters—like lead-quality investigations or mediated disputes—can take 5–10 business days because support must contact the provider and review evidence.

If you provided all the details listed above and do not see progress after 3 business days, reply within the same ticket thread (to preserve context). Avoid opening multiple tickets for the same issue; duplicates slow down processing and can split your evidence across queues. Keep copies of all attachments and note dates/times of each support interaction.

Payments, Refunds, and Chargebacks

For consumer bookings and vendor wallet top-ups, Sulekha typically processes refunds back to the original payment instrument once approved. Indicative timelines (set largely by banks/payment gateways) are: UPI refunds in 2–5 business days, card refunds in 5–7 business days (sometimes up to 10), netbanking in 2–4 business days, and wallets within 24–72 hours. If the refund is marked processed but not visible, ask for the gateway reference: UPI RRN for UPI, and ARN for card payments—your bank can trace these.

Do not delete the app or change numbers while a refund is pending; you need access to your account messages and to receive updates or calls. If a provider asks you to pay outside the platform to “speed things up,” decline and report this within your ticket—off-platform payments often fall outside Sulekha’s refund policies.

If a payment failure or duplicate debit occurs, capture the bank SMS, app screenshot, and time of transaction. Submit them with your ticket within 24–48 hours for fastest reconciliation. For unresolved payment disputes beyond 10 business days, you can also initiate a chargeback with your bank; provide the ARN/RRN and your Sulekha case ID for context.

Lead Quality and Credits for Professionals

If you are a service professional, Sulekha commonly reviews lead-credit requests for reasons like: unreachable numbers, wrong category, wrong geography, duplicate leads (same consumer within a defined lookback period), or clear consumer misfit (e.g., seeking a service you do not offer though your profile is accurate). Submit your claim quickly—ideally within 24–72 hours of receiving the lead—with call logs or screenshots proving the issue.

Keep your profile highly specific: enable only categories you serve, set the right service radius/ZIPs, update working hours, and state minimum job values. The more precise your settings, the fewer mismatched leads you’ll receive—and the stronger your case for credits when mismatches occur despite correct configuration.

If you use auto-recharge for your wallet, set sensible caps and alerts. Consider pausing lead flow during off-hours or when your team is at capacity; missed calls often lead to dissatisfied consumers and rejected credit requests if Sulekha sees the provider as unresponsive.

Safety, Privacy, and Fraud Prevention

Never share OTPs, card numbers, or CVV with anyone claiming to be from Sulekha. Support will not ask for remote access (e.g., through AnyDesk) to “fix” your account, nor will they ask you to scan arbitrary QR codes to “receive a refund.” Refunds and credits occur through standard banking rails and the Sulekha wallet, not via QR-code push payments.

Communicate with providers through the app or recorded channels whenever possible. If you pay a provider, use methods that create a clear audit trail and ask for a GST invoice if applicable. For suspicious calls or listings, report them directly from the app or Help Center and include screenshots and phone numbers used by the caller.

Escalation Ladder and Regulatory Support (India)

If your case stalls, escalate in stages. Keep your original ticket ID and a concise chronology. Sulekha is expected to comply with the Consumer Protection (E-Commerce) Rules, 2020, which call for timely acknowledgment (typically within 48 hours) and resolution within a reasonable period (often interpreted as up to 30 days, depending on complexity).

• Level 1: Submit/continue the main ticket via the website/app Help Center; request a callback.
• Level 2: Ask for a supervisor/team lead review within the same ticket if no progress in 3–5 business days.
• Level 3: Write to the Grievance Officer listed on Sulekha’s official site (see Terms/Privacy/Grievance pages in the footer) and include your full evidence pack.
• External: National Consumer Helpline at 1915 and https://consumerhelpline.gov.in for unresolved consumer disputes; RBI Complaint Management System at https://cms.rbi.org.in for bank/payment-rail grievances; Cybercrime helpline 1930 and https://cybercrime.gov.in for fraud.

Practical Checklist Before You Call or Write

Confirm you’re on the official site/app (https://www.sulekha.com). Note your registered phone/email, the service or lead ID, and prepare a bullet-point summary of what happened, when, and what remedy you want (refund amount, lead credit, reschedule, or provider change). Attach screenshots (keep them under common upload limits, e.g., 5–10 MB total) and redact sensitive data.

Set a follow-up reminder for 3 business days after your initial ticket. If there’s no movement, reply in-thread to keep history intact and request supervisor review. For payment cases, ask for the ARN (card) or RRN (UPI) once a refund is processed so you or your bank can trace it. For persistent issues, escalate to the Grievance Officer via the contact published on Sulekha’s website and note that you will approach 1915 if unresolved; this often prompts a thorough review.