Zavry ("we", "our", "us") is committed to addressing user concerns promptly and transparently. This Grievance & Complaint Redressal Policy outlines how users, restaurants, or partners may report issues related to our services.
This policy is prepared in compliance with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020.
1. Scope of Complaints
- A. Platform or Technical Issues
- •App/website bugs
- •Errors in listings
- •App crashes or malfunctions
- •Verification issues
- B. User Account Issues (ZavList)
- •Login or registration issues
- •Account access or security concerns
- C. Content-Related Complaints
- •Incorrect menu or restaurant details
- •Misleading information uploaded by restaurants
- •Offensive or inappropriate content
- •Unauthorized use of copyrighted material
- D. Order-Related Issues (ZavList)
- Note: Delivery, food quality, delays, packaging, and order accuracy are the sole responsibility of the respective restaurant. However, users may still submit complaints for escalation.
- E. Fraud / Abuse / Misconduct
- •Fake listings
- •Suspicious activity
- •Payment-related fraud (if applicable)
2. Grievance Officer (As Required by IT Rules 2021)
- Grievance Officer
- Name: Abin Maman
- Email: teamzavry@gmail.com
- Response Time: Within 72 hours
- Resolution Time: 7–15 business days depending on issue type.
3. How to File a Complaint
- A. Email
- •Send a detailed complaint to: teamzavry@gmail.com
- •Your email should include: Full name, Phone number, Email address, Nature of complaint, Screenshot or proof (if applicable), Order ID (for ZavList issues), Restaurant name (if related to an order)
- B. Website Contact / Enquiry Form
- •Complaints submitted via the enquiry form will be forwarded to the Grievance Officer.
4. Response & Resolution Timeline
- •Initial acknowledgment: Within 72 hours of receiving a complaint.
- •Investigation & follow-up: Within 7 business days.
- •Final resolution: Within 15 business days, depending on the complexity of the complaint.
- •Severe violations may require escalation to law enforcement.
5. Order-Related Complaints (ZavList)
- ZavList acts only as a digital intermediary between users and restaurants. Restaurants are responsible for:
- •Delivery
- •Food preparation
- •Food safety
- •Packaging
- •Timeliness
- •Accuracy of orders
- Zavry/ZavList:
- •Does NOT prepare food
- •Does NOT deliver orders
- •Is NOT responsible for delays or damages
We will assist users by escalating issues to the restaurant when appropriate.
6. Content Takedown Procedure
- •If a complaint involves incorrect, illegal, infringing, or harmful content:
- - Content will be reviewed
- - If found violating terms, it will be removed within 36 hours (as per IT Rules 2021 safe harbour guidelines)
7. Appeal Process
- •If a complainant is unsatisfied with the outcome, they may:
- - Request a review
- - Submit additional evidence
- - Ask for escalation
- Appeals will be reviewed by a senior representative.
8. Closure of Complaints
- •The user confirms resolution
- •The Grievance Officer sends a final resolution email
- •The issue cannot be acted upon due to lack of necessary information
9. Abuse of Complaint System
- •Account suspension
- •Blocking from services
- •Reporting to authorities
Submitting fraudulent complaints, falsifying information, threatening staff, or misusing the grievance system may result in these consequences.
10. Changes to This Policy
We may update this policy periodically. Changes will take effect upon publication.