Grievance Redressal
GRIEVANCE REDRESSAL POLICY
1. Introduction
At Zowli Foods, customer satisfaction and service transparency are important to us.
We aim to provide a straightforward process for customers to report concerns, raise complaints and receive appropriate assistance regarding their orders and use of our platform.
This Grievance Redressal Policy describes how customers can submit complaints and how Zowli Foods will address them.
2. Types of Complaints
Customers may contact us regarding:
- Order not received.
- Incorrect food items delivered.
- Missing items in an order.
- Food quality concerns.
- Damaged or improperly packaged food.
- Payment failures or duplicate payments.
- Refund delays.
- Order cancellation issues.
- Promotional offer disputes.
- Account access or registration issues.
- Privacy and personal information concerns.
- Website functionality and technical problems.
- Restaurant or delivery-related service concerns.
3. How to Submit a Complaint
Customers can submit complaints using the following contact details:
Email: [email protected]
Website: https://zowlifoods.com/
Postal Address:
Zowli Foods 11/13, Botawala Building, 1st Floor, Horniman Circle, Fort, Mumbai, Maharashtra – 400001, India.
To help us resolve your complaint efficiently, please include:
- Full name.
- Registered email address or mobile number.
- Order ID, if applicable.
- Date of the transaction.
- Description of the complaint.
- Supporting screenshots, photographs or payment references, where relevant.
Please avoid sharing passwords, UPI PINs or complete payment card details.
4. Complaint Acknowledgement
Upon receiving a complaint, Zowli Foods will review the information and initiate the appropriate process.
We will acknowledge receipt of consumer complaints within 48 hours, in accordance with applicable Consumer Protection (E-Commerce) Rules.
Where necessary, we may request additional information or supporting documents to investigate the matter.
5. Complaint Resolution Timeline
We aim to resolve customer complaints as quickly as reasonably possible.
Under the applicable Consumer Protection (E-Commerce) Rules, 2020, consumer complaints must be addressed within one month from the date of receipt.
Certain cases may require coordination with restaurant partners, delivery partners or payment service providers.
Customers will be informed of relevant updates where appropriate.
6. Refund and Payment-Related Complaints
Payment and refund complaints will be reviewed using the relevant order and transaction details.
If a refund is approved, it will generally be initiated through the original payment method.
The time taken for the funds to reflect in the customer's account may depend on the payment gateway or banking institution.
7. Escalation of Complaints
If a customer is dissatisfied with the resolution or has not received an appropriate response, they may request escalation by emailing:
Please mention "Grievance Escalation" in the email subject line and include the previous complaint reference, where available.
The complaint will be reviewed by the designated grievance officer or responsible team.
8. Grievance Officer Details
In accordance with applicable Indian consumer protection requirements, Zowli Foods shall designate a Grievance Officer to handle consumer complaints.
Grievance Officer: [Insert Full Name]
Designation: Grievance Officer
Email: [email protected]
Postal Address:
11/13, Botawala Building, 1st Floor, Horniman Circle, Fort, Mumbai, Maharashtra – 400001, India.
Complaint Acknowledgement: Within 48 hours.
Complaint Resolution: Within one month from receipt, in accordance with applicable requirements.
9. External Consumer Grievance Mechanisms
If a customer remains dissatisfied after contacting Zowli Foods, they may approach the appropriate consumer protection authorities or consumer dispute redressal commissions under applicable Indian law.
Customers may also access the National Consumer Helpline through:
Website: https://consumerhelpline.gov.in/
10. Policy Updates
Zowli Foods reserves the right to update this Grievance Redressal Policy to reflect changes in our business operations or applicable regulations.
The latest version will always be made available on our website.
11. Contact Information
For complaints, escalations or grievance-related enquiries:
Zowli Foods
Email: [email protected]
Website: https://zowlifoods.com/
Address: 11/13, Botawala Building, 1st Floor, Horniman Circle, Fort, Mumbai, Maharashtra – 400001, India.