Grievance Redressal Policy – Yumzip
At Yumzip, we are committed to providing a transparent, fair, and efficient system to address grievances raised by our users, restaurant partners, delivery partners, and other stakeholders.
This Grievance Redressal Policy outlines the process for reporting issues and how Yumzip handles and resolves such complaints.
1. Scope of the Policy
This policy applies to grievances related to:
- Food orders and delivery issues
- Restaurant onboarding or account issues
- Payments, refunds, or wallet-related concerns
- App / website functionality
- Service quality and support-related complaints
2. Who Can Raise a Grievance
Grievances can be raised by:
- Customers / Users
- Restaurant Owners / Partners
- Delivery Partners
- Business Associates
3. How to Raise a Grievance
You may raise a grievance through any of the following channels:
- Email: support@yumzip.in
- Contact Page: Available on the Yumzip website
- In-App / Dashboard Support
Please include the following details for faster resolution:
- Name
- Registered email / phone number
- Order ID / Restaurant ID (if applicable)
- Clear description of the issue
4. Grievance Redressal Officer
As per applicable regulations, Yumzip has appointed a Grievance Redressal Officer.
Name: Grievance Officer – Yumzip
Email: grievance@yumzip.in
Response Time: Within 48 working hours
5. Resolution Timeline
- Acknowledgement of grievance: Within 24 hours
- Resolution of grievance: Within 7 working days
- Complex cases may take additional time, which will be communicated to the complainant
6. Escalation Mechanism
If you are not satisfied with the resolution provided, you may escalate the matter by replying to the same email thread or contacting the Grievance Officer directly with the reference number provided.
7. Fair Usage & Abuse Policy
Yumzip reserves the right to:
- Reject grievances that are abusive, false, or repetitive
- Suspend or terminate accounts found misusing the grievance system
8. Policy Updates
Yumzip reserves the right to modify this Grievance Redressal Policy at any time. Updates will be reflected on this page.
9. Contact Information
For any grievance-related concerns, please contact:
Email: grievance@yumzip.in
Website: www.yumzip.in
This policy should be read in conjunction with our
Privacy Policy and Trust & Safety Policy.