Grievance Redressal

A grievance is any complaint, concern, or dispute raised by a user of the Platform regarding our services, including but not limited to:

• Unresolved customer support complaints (order, payment, refund issues).
• Privacy violations or unauthorised use of personal data.
• Violation of your rights as a user under these Terms or applicable law.
• Objectionable, illegal, or harmful content on the Platform.
• Disputes with partner shops or riders that support could not resolve.
• Account suspension or termination without adequate justification.
• Discrimination or unfair treatment.

For general support (order status, refund requests, OTP issues), please first contact our Customer Support team via in-app chat or support@hyperlocalexpress.in. The Grievance Officer handles escalations that support could not resolve.

Step 1: Try Support First

For most issues, our support team resolves complaints within 24–48 hours:

• In-app: Account → Help & Support → Chat
• Email: support@hyperlocalexpress.in
• Phone: +91-98765 43210 (9 AM–9 PM)

Step 2: Escalate to Grievance Officer

If your complaint is not resolved within 48 hours, or if support's resolution is unsatisfactory, escalate to the Grievance Officer:

• Email: grievance@hyperlocalexpress.in
• Subject line format: GRIEVANCE: [Brief Description] — Ticket #[Support Ticket Number]

What to Include in Your Grievance

• Your full name and registered mobile number.
• Order ID or transaction ID (if applicable).
• Date and description of the original issue.
• Support ticket number (if you have one).
• Why you are unsatisfied with the support response.
• What resolution you are seeking.
• Any evidence (screenshots, photos).

If you encounter content on the Platform that is illegal, sexually explicit, hateful, or otherwise harmful, please report it immediately:

• In-app: Tap the three dots (⋯) next to any product or review → "Report".
• Email: grievance@hyperlocalexpress.in with the URL/screenshot.

Content that violates the IT Act, 2000 (including child sexual abuse material, content promoting terrorism, etc.) is removed within 24 hours of being brought to our notice. We may also report such content to law enforcement.

If you are not satisfied with our grievance resolution, you may approach:

• Consumer Forum (NCDRC): consumerhelpline.gov.in — for product/service disputes.
• Cyber Crime Cell: cybercrime.gov.in — for cybercrime complaints (fraud, data breach).
• Appellate Committee (IT Rules 2021): As and when constituted by the Government of India for social media intermediary complaints.
• Data Protection Board of India (DPDPA 2023): For complaints regarding personal data processing.
• Court of law: Bengaluru, Karnataka courts have jurisdiction per our Terms.

As required under IT Rules 2021, we publish monthly grievance reports: