Legal

Grievance officer

Indian law requires a named person to receive complaints and answer them, and requires that person to be findable without having to ask. That is what this page is for.

The appointment has not been made. A name has not been put here because putting one here is the appointment — an address that nobody has agreed to answer is worse than an admitted gap, and it is the kind of gap that is only discovered by the person who most needed it to work.

What this document will cover.

The scope is settled. The wording is not, and the wording is the part that binds — so it is being drafted with a lawyer rather than written here by whoever built the page.

The officer’s name, a working email address, and a postal address that matches the registered one.
What can be raised with them: anything about personal information, anything a business disputes, and anything a customer of a shop cannot resolve with that shop.
How a complaint is acknowledged, and within what time it is answered.
What to do if the answer is unsatisfactory, including the escalation the Digital Personal Data Protection Act provides for.
How a request about your own personal information — to see it, correct it or have it erased — is made and what proof is needed.
A record of complaints received and how they were resolved, kept because a complaints process nobody records is one nobody can audit.

If you are here because something has gone wrong.

Do not wait for this page to be finished. Send us a message and it reaches a person the same day — the formal process below is what the law requires us to publish, not the only way to be heard.

If your complaint is about an order you placed with a food business that uses our software, that shop is the right first stop and can usually fix it faster than we can. If they will not, we want to know.

Take me to contact

Its status, stated plainly.

This document is not published yet. Nothing on this page is a term, and nothing on it should be relied on as one. When the wording is settled it will replace this page in full, and it will carry a date so you can tell when it came into force.

We are not opening the service to businesses before these are in place. Publishing a draft here would be worse than saying this: a draft reads as binding, and a commitment nobody has agreed to is not one we should be able to make by writing it on a website.

In the meantime, write to a person.

Grievance officer: [GRIEVANCE OFFICER NAME]
Grievance email: [GRIEVANCE OFFICER EMAIL]
Registered name: [REGISTERED COMPANY NAME]
Registered address: [REGISTERED ADDRESS], [CITY], [STATE] [PIN]

Those values are placeholders. The officer has not been appointed and the address has not been filled in — and rather than print a plausible-looking name so the page looks finished, it says so. A grievance address that nobody answers is worse than an admitted gap.

Anything else, including a question about what happens to your information before these are published, goes to the contact page. You will get a written answer from a person.