Grievance Redressal Policy

(Drafted in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021)

1. Scope of Complaints

Users may raise complaints regarding:

• Account-related issues
• Technical bugs or platform errors
• Fake, abusive, or misleading reviews
• Store misconduct
• Platform policy violations
• Restricted or prohibited product listings
• Data privacy concerns
• Platform misuse or fraudulent activity

2. Product & Order Responsibility

All products sold through Kirana are fulfilled directly by independent store owners.

Complaints specifically relating to product quality, expiry dates, delivery issues, refunds, incorrect items, damaged products, or pricing disputes should first be addressed directly with the respective store owner.

Kirana acts solely as a technology intermediary and communication facilitator for such disputes.

3. Complaint Submission

Users may submit operational or legal complaints through the following official channels:

Email: [email protected]

Support Contact: [email protected]

Phone: +91 89042 76807

4. Complaint Handling Timeline

In compliance with applicable Indian IT Rules, 2021, Kirana shall process grievances as follows:

• Acknowledge complaints and issue a tracking reference within 24 hours
• Review, investigate, and resolve complaints within 15 days from the date of receipt

5. Platform Rights

Kirana reserves the right to:

• Independently investigate complaints
• Request supporting legal, transactional, or photographic evidence
• Suspend or restrict user or merchant accounts for policy violations
• Remove unlawful listings or restricted content
• Take appropriate legal or operational action where necessary

6. False Complaints

Users shall not submit false complaints, abusive legal threats, misleading allegations, fraudulent reports, or spam grievances.

Kirana reserves the right to suspend accounts or take appropriate legal action against individuals who intentionally misuse the grievance redressal mechanism to harass merchants, users, or platform operations.

7. Grievance Officer

Grievance Officer Name: [Insert Name]

Kirana by Gopafy

Email: [email protected]

Address:
Gopafy Smart Business Solutions
No 137, 9th Main, 2nd Cross,
Near Varmuneshwara Temple,
JC Nagar, Kurubarahalli,
Bengaluru, Karnataka - 560086