Grievance Redressal Policy

1. Purpose

FasstKart is committed to providing a fair, accessible and transparent grievance-redressal process.

The purpose of this Policy is to explain how grievances are:

• received;
• acknowledged;
• classified;
• investigated;
• resolved; and
• escalated where necessary.

2. Scope

This Policy applies to complaints relating to:

• User accounts and registration.
• Marketplace products and seller conduct.
• Orders, delivery, pickup and drop.
• Ride bookings, drivers and vehicle providers.
• UPI, COD, refunds and payment status.
• OTP verification and service completion.
• Privacy, personal data and account deletion.
• Fraud, abuse, harassment or unsafe conduct.
• Website errors or service availability.
• Violation of FasstKart policies.

3. Types of Grievances

3.1 Marketplace grievances

• Incorrect, damaged, defective or missing products.
• Misleading product descriptions or pricing.
• Seller non-fulfilment or inappropriate conduct.
• Return, replacement, warranty or refund disputes.

3.2 Delivery grievances

• Delivery delay or failed delivery.
• Incorrect delivery status.
• Package loss, tampering or damage.
• Delivery-partner misconduct.
• COD or OTP disputes.

3.3 Ride grievances

• Driver or vehicle mismatch.
• Fare, toll, waiting or cancellation dispute.
• Driver misconduct or safety concern.
• Incorrect ride-start or completion status.
• Lost-item reports.

3.4 Privacy grievances

• Request to access or correct personal information.
• Account or eligible-data deletion request.
• Suspected unauthorised use of personal data.
• Unwanted promotional communication.
• Privacy or security concern.

4. Before Submitting a Grievance

Users should first review the relevant order, ride, delivery or payment status and applicable policy.

Where available, users should use the relevant support option from the order, ride or account page before submitting a formal grievance.

Urgent safety matters should not wait for the standard grievance process. Contact local emergency services or law-enforcement authorities where immediate assistance is required.

5. How to Submit a Grievance

A grievance may be submitted through:

• The FasstKart Contact or Support page.
• Email sent to the official grievance address.
• Telephone support during published business hours.
• An in-platform complaint form, where available.
• Written communication sent to the published business address.

Users should avoid sending passwords, OTPs, UPI PINs, CVVs or internet-banking credentials in a complaint.

6. Information Required

To help FasstKart identify and investigate the matter, provide:

• Full name.
• Registered mobile number or email.
• Order, ride, delivery or transaction reference.
• Date and approximate time of the incident.
• Clear description of the issue.
• Requested resolution.
• Photographs, videos or screenshots where relevant.
• Previous support reference, if any.

FasstKart may request reasonable additional information or identity verification before discussing account-sensitive matters.

7. Acknowledgement of Complaint

FasstKart will endeavour to acknowledge a properly submitted grievance within forty-eight hours.

The acknowledgement may include:

• A complaint or ticket reference.
• The assigned grievance category.
• A request for additional information.
• An estimated next-action timeline.

Automated receipt of an email does not necessarily mean that the grievance has been fully reviewed.

8. Review and Investigation

Depending on the issue, FasstKart may review:

• Account and transaction records.
• Order, delivery or ride status.
• OTP and verification records.
• Payment-provider references.
• Seller, driver or delivery-partner responses.
• Photographs, videos or uploaded evidence.
• Location, tracking and system logs where relevant.
• Applicable policies and agreements.

Relevant information may be shared internally or with the responsible seller, partner or service provider only to the extent reasonably necessary to investigate and resolve the grievance.

9. Resolution Timeline and Outcome

FasstKart will endeavour to resolve grievances as soon as reasonably practicable and ordinarily within one month from receipt of a complete complaint, unless a shorter period is required by applicable law or the matter requires additional investigation.

Possible outcomes may include:

• Explanation or clarification.
• Correction of account, order or ride status.
• Return, replacement or refund review.
• Reversal or correction of an incorrect charge.
• Warning, restriction or action against a user or partner.
• Correction or deletion of eligible personal information.
• Referral to the appropriate payment provider or authority.
• Rejection of the complaint with reasons.

Resolution time may be longer where external banks, payment providers, sellers, insurers, authorities or other third parties must participate.

10. Priority and Safety Complaints

FasstKart may prioritise complaints involving:

• Immediate passenger or delivery safety.
• Threats, violence or harassment.
• Suspected account takeover.
• Payment fraud or identity misuse.
• Illegal or dangerous goods.
• Serious privacy or security incidents.
• Requests from lawful authorities.

Priority handling does not replace contacting emergency services where urgent physical assistance is needed.

11. Privacy and Personal-Data Grievances

Privacy requests may require identity verification to protect the account holder and prevent unauthorised access or deletion.

Subject to applicable law, a user may request:

• Correction of inaccurate personal information.
• Access to available account information.
• Deletion of eligible account or personal data.
• Withdrawal of consent where applicable.
• Review of an alleged unauthorised data use.

FasstKart may retain information where required for fraud prevention, transactions, accounting, disputes or legal compliance.

12. Escalation or Reconsideration

If a user is dissatisfied with the initial response, the user may request reconsideration by replying to the grievance response and clearly stating:

• The original complaint reference.
• The reason the response is considered incomplete or incorrect.
• Any new supporting information.
• The resolution being requested.

Repeated escalation without new information may be closed after a reasoned final response.

13. Respectful Communication

FasstKart expects users and representatives to communicate respectfully during the grievance process.

Threats, harassment, discriminatory abuse, repeated spam or disclosure of another person's private information may result in communication restrictions or account action.

A complaint will not be rejected merely because it is critical, strongly worded or unfavourable, provided it remains lawful.

14. False, Fraudulent or Abusive Complaints

FasstKart may reject or investigate complaints involving:

• Fabricated transactions or evidence.
• Manipulated photographs or documents.
• Repeated duplicate compensation claims.
• Impersonation of another person.
• Attempts to obtain an unlawful benefit.
• Deliberate misuse of the grievance process.

Serious fraud may lead to account restriction, recovery action or reporting to lawful authorities.

15. Grievance Records

FasstKart may maintain records of complaints, communications, evidence, actions and resolutions for:

• Customer support.
• Quality improvement.
• Fraud and abuse prevention.
• Dispute resolution.
• Legal and regulatory compliance.

Grievance records will be handled in accordance with the FasstKart Privacy Policy and applicable retention requirements.

16. External Remedies

This Policy does not prevent a consumer or other person from using any remedy available under applicable law.

Where eligible, a consumer may also approach an appropriate consumer grievance platform, consumer commission, court, regulator or other competent authority.

Consumers may use the Government of India's National Consumer Helpline where applicable. Current official helpline details should be verified directly from the relevant government service before use.

17. Grievance Officer and Contact Details

For privacy-related matters, write “Privacy Grievance” in the email subject. For orders or rides, include the relevant reference.

Live publish karne se pehle Grievance Officer ka actual name, working phone number, active email address aur correct business hours enter karna zaroori hai.