Grievance Redressal

1. Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, S3agents has appointed a Grievance Officer to address concerns related to our software, your account, your privacy, or your use of the e-Kirana applications.

2. What We Can Help With

The Grievance Officer can assist with the following matters concerning the e-Kirana software products:

• The app is not working, crashing, or has bugs
• Account access or login issues
• Privacy concerns about data we (S3agents) collect — authentication tokens, diagnostic data, location data while in transit through our real-time relay
• Requests to delete data held by us (auth tokens, Sentry diagnostic logs)
• Subscription, payment, or billing issues for shopkeeper accounts
• Reports of security vulnerabilities or suspicious behaviour in the apps
• Concerns about how third-party services (Sentry, Cloudflare) are used by our software

3. What We Cannot Help With

e-Kirana is a software product. We are not a delivery service, payment processor, marketplace, or aggregator. The following matters are not our responsibility — please contact the shop owner whose store you order from or are delivering for:

• Order contents, product quality, or pricing
• Refunds, replacements, or returns
• Delivery delays, missed deliveries, or non-delivery
• Cash collection or settlement disputes between a delivery partner and a shop
• Delivery-partner work hours, pay, deductions, or assignment
• Hiring, suspending, or terminating a delivery partner's engagement
• Customer–shop disputes about goods sold
• Payment disputes (UPI, cash, or card transactions between customer and shop)

If you are unsure whether your concern is for us or for the shop owner, please email us at the address above and we will direct you appropriately.

4. How to File a Complaint

1. Send an email to support@ekirana.org with the subject line "Grievance: [brief description]"
2. Include: your name, mobile number, which app you use (e-Kirana / e-Kirana Delivery / e-Kirana Companion / e-Kirana Desktop), a clear description of the issue, and screenshots if relevant
3. For privacy-specific requests, mark the subject line "Privacy: [request type]"

5. Response Timelines

• Acknowledgement — within 48 hours of receiving your complaint (per Consumer Protection (E-Commerce) Rules, 2020)
• Resolution — we aim to resolve grievances within 30 days. The maximum statutory limit under the DPDPA Rules is 90 days, which we treat as a hard ceiling, not a target.

6. Escalation

If your grievance is not resolved within the timelines above, or if you are not satisfied with our response, you may escalate as follows:

• Privacy / data-protection complaints — escalate to the Data Protection Board of India once it becomes operational under the DPDPA, 2023
• Consumer complaints — file at the National Consumer Helpline (1915 / consumerhelpline.gov.in) or the consumer dispute redressal commission having jurisdiction
• Cyber security incidents — report to CERT-In at incident@cert-in.org.in

7. Related Documents

• Privacy Policy
• Terms of Service