Grievance Redressal Mechanism

1. Our Commitment

At Bhukkadh, a brand owned and operated by Hindustaan Innovations Pvt. Ltd., we are committed to providing a transparent, fair, and effective mechanism for addressing concerns and grievances raised by our customers, Restaurant Partners, Delivery Partners, and other users of our Platform.

We aim to address complaints in a timely and reasonable manner and in accordance with applicable laws and regulations, including applicable provisions of the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws and regulations, as amended from time to time.

This Grievance Redressal Mechanism explains how you can submit a complaint, escalate an unresolved issue, and communicate directly with our designated Grievance Officer.

2. What Can You Raise a Grievance About?

You may contact us regarding concerns relating to the Bhukkadh Platform or services, including:

• Food orders and order fulfilment;
• Missing, incorrect, or damaged items;
• Food quality-related complaints;
• Delivery-related issues;
• Order cancellations;
• Refunds and payment-related issues;
• Restaurant Partner conduct;
• Delivery Partner conduct;
• Account-related issues;
• Privacy or personal-data concerns;
• Promotional offers or coupon-related issues;
• Unauthorized or suspicious account activity;
• Content or information displayed on the Platform; and
• Other concerns relating to the services provided through Bhukkadh.

For urgent issues relating to an active order, customers should first contact Customer Support through the available support channels.

3. Grievance Redressal Process

Bhukkadh follows a structured escalation process designed to resolve complaints efficiently.

4. Escalation to the Grievance Officer

If your complaint has not been satisfactorily resolved through the Customer Support process, or if you wish to formally escalate the matter, you may contact our designated Grievance Officer.

Where possible, an escalation should include:

• Your name and contact details;
• Order ID or transaction reference, where applicable;
• Previous support ticket or complaint reference;
• Details of the issue;
• Steps already taken to resolve the issue; and
• The resolution you are seeking.

The Grievance Officer may review the complaint, relevant records, communications, transaction information, and other information reasonably necessary to investigate the matter.

5. Designated Grievance Officer

6. Acknowledgment of Grievances

Formal grievances submitted to the Grievance Officer will be acknowledged within a reasonable period. Where appropriate, we may provide a complaint or reference number that can be used for future communication regarding the grievance.

The acknowledgment may include information regarding:

• The complaint reference number;
• Confirmation that the grievance has been received;
• The general nature of the complaint; and
• Any additional information required from the complainant.

7. Investigation and Resolution

Upon receiving a grievance, we may review relevant information necessary to understand and resolve the matter. Depending on the nature of the complaint, this may include reviewing:

• Order information;
• Payment and refund records;
• Delivery records;
• Communications with Customer Support;
• Restaurant Partner information;
• Delivery Partner information;
• Platform activity; and
• Other relevant records.

We may contact the complainant if additional information or clarification is required.

Certain matters may require additional time due to their complexity, third-party dependencies, payment-provider investigations, legal requirements, or circumstances beyond our reasonable control.

Where additional time is required, we may communicate the status of the grievance and, where appropriate, the expected next steps.

8. Refund and Payment-Related Grievances

Complaints relating to payments, failed transactions, duplicate charges, cancellations, or refunds will be reviewed using the relevant order and transaction information.

Where a refund is approved, it will be processed in accordance with our Cancellation & Refund Policy and applicable payment-processing procedures.

Where necessary, Bhukkadh may coordinate with the relevant payment gateway, bank, card network, UPI provider, or other financial institution to investigate a transaction.

The time taken by a bank, payment network, or payment service provider to complete a refund or transaction reversal may be outside Bhukkadh's direct control.

9. Privacy and Personal Data Grievances

If your grievance relates to the collection, use, disclosure, security, or processing of your personal information, you may contact us using the details provided above.

We may request reasonable information to verify your identity before processing privacy-related requests.

Privacy-related matters will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

10. Restaurant and Delivery Partner Grievances

Restaurant Partners and Delivery Partners using Bhukkadh may also raise grievances relating to:

• Account access;
• Orders and fulfilment;
• Payments or settlements;
• Platform operations;
• Delivery assignments;
• Conduct or safety concerns;
• Policy enforcement; or
• Other Platform-related issues.

Such partners may use the support channels available through their respective Bhukkadh applications or contact the designated support team using the details provided in this Policy.

Where necessary, unresolved matters may be escalated to the Grievance Officer.

11. Consumer Rights

Nothing in this Grievance Redressal Mechanism limits or excludes any rights or remedies available to consumers under applicable Indian law.

Customers may exercise their statutory rights and may approach an appropriate consumer or regulatory authority where permitted by applicable law.

Bhukkadh will cooperate with lawful requests and proceedings from competent authorities.

12. False, Fraudulent, or Abusive Complaints

Bhukkadh encourages users to raise genuine complaints and provide accurate information. We may take appropriate action where we reasonably determine that a complaint involves:

• Fraudulent information;
• Deliberately false claims;
• Repeated abuse of the complaint or refund process;
• Threats or harassment of employees, Restaurant Partners, or Delivery Partners; or
• Attempts to misuse the Platform or grievance mechanism.

Such action will be taken subject to applicable law.

13. Confidentiality

We will handle grievance-related information responsibly and use it only to the extent reasonably necessary to investigate, resolve, document, or comply with legal requirements relating to the grievance.

Information may be shared with relevant internal teams, Restaurant Partners, Delivery Partners, payment service providers, professional advisers, or authorities where reasonably necessary to investigate or resolve the complaint or where required by law.

14. Contact Details

For customer support or grievance-related communication:

15. Changes to This Mechanism

Bhukkadh may update this Grievance Redressal Mechanism from time to time to reflect changes in our services, operational processes, or applicable legal and regulatory requirements.

Any updated version will be published on the Platform with a revised "Last Updated" date. We encourage users to review this mechanism periodically.