Support and Escalation
Grievance Redressal Policy
Explains how complaints including rider misconduct are raised, reviewed, escalated, and resolved through Aikya Mart compliance channels.
Customers, vendors, ridersLast updated April 28, 2026
1. Raising a Grievance
- •Customers, vendors and riders may raise grievances through official support channels with issue summary and supporting evidence.
- •For transaction disputes, users should first attempt resolution with the vendor before escalation.
- •Report categories include fraud, illegal/prohibited products, abuse or harassment, delivery/refund non-compliance, account compromise, rider misconduct, and data/privacy concerns.
2. Resolution Process
- •Aikya Mart will acknowledge tickets, conduct triage and review available facts, policy position and supporting records.
- •Where required, we may request additional evidence from both parties and record outcomes for compliance and repeat-violation tracking.
- •Where a complaint indicates material risk, Aikya Mart may place interim restrictions on listings, transactions, or account access during investigation.
3. Escalation Contact and Timelines
- •Grievance Officer (Compliance Desk), Aikya Mart: grievance@aikyamart.in.
- •Acknowledgement target: within 48 hours of ticket receipt.
- •Resolution target: within 15 business days, subject to complexity and legal requirements.
- •Where mandatory law or regulatory direction requires a different timeline, Aikya Mart will follow the applicable legal timeline.