Grievance Redressal

Last Updated: September 5, 2026

1. Customer Support

For ordinary order-related or account-related issues, please first contact SwaadSathi Customer Support.

This includes:

• Order-related complaints;
• Missing or incorrect items;
• Delivery issues;
• Payment issues;
• Refunds;
• Cancellations;
• Account-related assistance;
• Technical problems.

Please provide your Order ID, registered mobile number, transaction reference, and other relevant information where applicable.

2. Grievance Redressal

If your concern is not satisfactorily resolved through ordinary Customer Support, you may escalate the matter as a grievance.

A specifically designated Grievance Officer's name and contact information may be published here upon formal appointment.

3. Information to Include in Your Grievance

To help us investigate efficiently, please provide:

• Full name;
• Registered mobile number;
• Email address;
• Order ID, where applicable;
• Transaction ID/reference, where applicable;
• Description of the grievance;
• Details of previous communication with Customer Support;
• Supporting documents, screenshots, photographs, or other evidence where relevant;
• Resolution requested.

4. Grievance Process

After receiving a grievance, we may:

1. Record the grievance;
2. Verify the identity/account information where necessary;
3. Review relevant order, payment, delivery, or Platform records;
4. Obtain information from the restaurant, delivery partner, payment provider, or other relevant party;
5. Communicate with the complainant where additional information is required;
6. Provide an appropriate response or resolution in accordance with applicable requirements.

5. Partner Grievances

6. Privacy-Related Grievances

For privacy, personal-information, or account-deletion concerns:

support@swaadsathi.com

Please clearly mention “Privacy Grievance” in your communication where applicable.

7. Consumer Rights

Nothing in this grievance mechanism is intended to restrict any statutory right or remedy available to a consumer under applicable Indian law.

Where a grievance cannot be resolved through SwaadSathi's internal mechanism, a consumer may exercise remedies available under applicable law.

8. Governing Law and Jurisdiction

This grievance mechanism is subject to applicable Indian law.

Subject to applicable consumer-protection laws and other mandatory jurisdictional requirements, disputes relating to the SwaadSathi Platform shall be subject to the jurisdiction of competent courts at Lucknow, Uttar Pradesh, India.

9. Company Details