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GroceryMama

Grievance Redressal Policy

At GroceryMama, we place strong emphasis on Customer Trust, Transparency, and Satisfaction. This Grievance Redressal Policy has been created to clearly explain how Customers can raise concerns or complaints and how we ensure they are addressed in a timely, fair, and responsible manner. Our objective is to resolve issues efficiently while maintaining a Reliable, Customer-first Digital Grocery and Payment experience. This policy aligns with Applicable Laws, Regulatory Requirements, and industry best practices.

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Acknowledgement within 48 working hours
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1. Purpose→ 2. Scope→ 3. Grievance Redressal Mechanism→ 4. Escalation Matrix→ 5. Refunds and Payment Disputes→ 6. Customer Responsibilities→ 7. Confidentiality→
Support Email
support@grocerymama.com
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Grievance Email
grievance@grocerymama.com
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1. Purpose

At GroceryMama, we place strong emphasis on Customer Trust, Transparency, and Satisfaction. This Grievance Redressal Policy has been created to clearly explain how Customers can raise concerns or complaints and how we ensure they are addressed in a timely, fair, and responsible manner. Our objective is to resolve issues efficiently while maintaining a Reliable, Customer-first Digital Grocery and Payment experience. This policy aligns with Applicable Laws, Regulatory Requirements, and industry best practices.

2. Scope

This policy applies to all users of the GroceryMama platform, including Customers, Merchants, Delivery Partners, and other Stakeholders. GroceryMama is operated by N1 Nexora E-Payments Private Limited, and this policy covers grievances related to the use of our services. The scope of this policy includes, but is not limited to:

  • Order Placement, Delivery, and Cancellations.
  • Payments, Refunds, and Settlements.
  • Account-related or Profile Issues.
  • Technical or system-related concerns.
  • Customer Support and Service Experience.

3. Grievance Redressal Mechanism

GroceryMama follows a structured and transparent Grievance Redressal process to ensure that every complaint is handled with care and accountability.

Step 1: Raising a Complaint
Customers may Submit their Grievance through the following channels:
  • Email: support@grocerymama.com
  • In-app support or Help section (where available)
To help us resolve the issue quickly, customers are requested to share the following details while raising a complaint:
  • Registered Mobile Number or Email Address.
  • Order ID or Transaction ID (if applicable)
  • A brief description of the Issue Faced
Step 2: Acknowledgement
  • Every Grievance received will be acknowledged within 48 working hours.
  • Customers will receive a unique ticket or reference number to track the status of their complaint.
Step 3: Resolution Timeline
We aim to resolve grievances within the timelines mentioned below:
  • General complaints: Within 5–7 working days
  • Payment or refund-related issues: Within 7–10 working days
  • Technical or complex issues: As per regulatory timelines or after detailed investigation.
Customers will be informed about the progress and resolution status throughout the process.

4. Escalation Matrix

If a customer is not satisfied with the resolution provided at the initial level, the Grievance may be escalated as outlined below:

Level 1: Customer Support Team
The Customer Support Team is the first point of contact and will attempt to resolve the issue promptly.
Level 2: Grievance Officer
If the concern remains unresolved, the complaint may be escalated to the designated Grievance Officer.
Grievance Officer Details:
Name: Grievance Officer – 9154678913
Email: grievance@grocerymama.com
Company: N1 Nexora E-Payments Private Limited
The Grievance Officer will review the matter and provide a response within 7 Working Days from the Date of Escalation.

5. Refunds and Payment Disputes

  • Eligible refunds will be processed to the original mode of Payment.
  • Refund timelines may vary depending on banks, Payment Gateways, or other third-party service providers.
  • While GroceryMama actively coordinates with relevant partners to resolve Payment-related Issues, delays caused by third-party systems may be beyond our direct control.

6. Customer Responsibilities

To ensure a smooth Grievance Resolution process, Customers are expected to:

  • Provide Accurate and Complete Information while Submitting Complaints.
  • Use the Grievance Mechanism responsibly.
  • Cooperate with our team during Verification or Investigation, if required.

7. Confidentiality

All Grievances and related information are handled with strict confidentiality. Customer data is used only for resolution and compliance purposes, in accordance with applicable Data Protection and Privacy Laws.