Grievance redressal
Version 1, effective 5 Oct 2026
This version takes effect on 5 Oct 2026
In short: How to complain and what happens next: every complaint gets a ticket number and an acknowledgement within 48 hours, and is resolved within one month (15 days for partner disputes). If you're not satisfied, you can go to the National Consumer Helpline, the Consumer Commission or the Data Protection Board.
If something has gone wrong, we want to hear about it and put it right. This page explains how to complain, what we promise, and where to go if you're not satisfied. It applies to customers, partners and anyone else affected by what we do.
Our Grievance Officer
- Name: [to be published]
- Designation: Grievance Officer
- Email: [to be published]
- Phone: [to be published]
- Address: Mysuru Grandeur, [to be published]
- Hours: Monday to Saturday, 10 am to 6 pm
How to raise a complaint
The quickest way is our support form. You can also email or call the Grievance Officer, or message us on WhatsApp at [to be published].
Please tell us:
- your name and mobile number;
- your order number (starts with MG) or partner code, if you have one;
- what happened, and what you would like us to do; and
- any photos or documents that help.
You don't need to use any special words or legal language.
What we promise
| Step | When |
|---|---|
| Acknowledgement with your ticket number and a copy of your complaint as we recorded it | Within 48 hours |
| Resolution of a customer complaint, with our reasons | Within one month |
| Resolution of a partner's dispute about commission, payouts or account action | Within 15 days |
| Privacy requests (access, correction, erasure) | Within 30 days, never more than 90 |
You can follow your ticket at any time using the link we send you. If we need more information, we'll ask, and we'll tell you if anything changes.
If you're not satisfied
You can escalate at any time. These are free:
- National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in.
- Consumer Commission: file a complaint online through e-Daakhil (edaakhil.nic.in). You can file where you live or work, not only in Mysuru.
- Privacy complaints: after using our process, you can complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. See section C9 of our Privacy notice.
Reporting a partner
If one of our partners pressured you, asked you for extra money or a tip, collected cash, or made claims that weren't true, please tell us. Our partners must follow a code of conduct, and we act on every report. The partner's code (starting with MG) is printed on their card, and you can check any partner at our website.
Beware of fraud
We will never ask for your card number, OTP, UPI PIN or password, never ask you to pay to receive a refund, and never ask a customer to pay a partner directly. If anyone does, it isn't us. Report it to us and to the National Cyber Crime Helpline on 1930 or at cybercrime.gov.in.