Grievance Redressal Mechanism
Statutory grievance escalation and customer redressal framework pursuant to the Information Technology Rules, 2021.
1. Statutory Framework & Grievance Policy
In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, Restros maintains a formal Grievance Redressal Mechanism to address any user complaints, payment disputes, privacy concerns, or service quality issues.
2. Designated Grievance Officer Particulars
Officer Name
Atul Verma
Official Designation
Founder & Grievance Officer
Direct Telephone
+91 7982476087
Physical Registered Address
Restros, Rohtak, Haryana, India
3. Grievance Redressal Timelines & Process
Upon submitting a grievance email to connect@restros.in, the Grievance Officer will acknowledge receipt and assign a unique tracking ticket within forty-eight (48) hours.
In accordance with the IT Rules, every grievance will be thoroughly investigated and formally resolved within fifteen (15) calendar days from the date of receipt.
4. Procedure for Lodging a Grievance
To ensure prompt redressal, please provide the following information when lodging your grievance:
- Send an email to connect@restros.in with the subject line format:
"Grievance: [Issue Summary] - [Restaurant Name]". - Include your full legal name, registered mobile number, restaurant slug, and account email.
- Provide a clear description of the grievance, relevant transaction IDs (e.g. Razorpay payment ID), invoice numbers, and any relevant screenshots or supporting evidence.
- State the specific corrective action or redressal requested (e.g. refund, data correction, technical fix).