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Grievance Redressal

Published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Grievance Officer

Name[Grievance Officer Name]
DesignationGrievance Officer, Value Workers (FoodValve)
Emailgrievance@foodvalve.com
Phone[+91 XXXXX XXXXX] (Mon–Fri, 10:00–18:00 IST)
AddressValue Workers, [Registered Office Address]

2. How to raise a grievance

  1. In-app: use Profile → Grievance / Support in any FoodValve app — fastest, as your account and order context are attached automatically.
  2. Email: write to grievance@foodvalve.com with your registered phone/email, order ID (if applicable), and a description of the issue.
  3. Post: write to the Grievance Officer at the address above.

Typical grievances include unresolved refunds, food-safety concerns, account or data issues, vendor conduct, and content complaints.

3. Response timelines

StageTimeline
Acknowledgement of grievanceWithin 48 hours
ResolutionWithin 30 days of receipt (most are resolved much sooner)
Food-safety escalationsPrioritised — vendor listing may be suspended pending investigation

4. Escalation path

  1. Level 1 — Support: support@foodvalve.com or in-app support for routine order and account issues.
  2. Level 2 — Grievance Officer: if Level 1 hasn't resolved your issue within the stated timelines, escalate to the Grievance Officer with your ticket reference.
  3. Level 3 — Regulators: if you remain dissatisfied, you may approach the National Consumer Helpline (1800-11-4000 / consumerhelpline.gov.in), the appropriate Consumer Commission, or — for personal-data matters — the Data Protection Board of India.

5. Consumer rights

Nothing in this process limits your rights under the Consumer Protection Act, 2019, the Food Safety and Standards Act, 2006, or any other applicable law. Details of our refund commitments are in the Refund & Cancellation Policy; data-related rights are in the Privacy Policy.

Before publishing: appoint the Grievance Officer (must be an employee resident in India), fill in the highlighted details, and create the grievance@foodvalve.com mailbox.