Grievance Redressal Mechanism
Last updated October 4, 2026
Regulatory Framework & Objective
- In accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, To be published ("NearCart") has established a dedicated, transparent, and structured Grievance Redressal Mechanism.
- Our goal is to ensure that consumer complaints, merchant disputes, privacy concerns, and statutory grievances are acknowledged promptly, investigated thoroughly, and resolved fairly within established legal timeframes.
- Statutory Escalation: Please try our standard Customer Support first for instant order assistance (missing items, damaged groceries). If your issue remains unresolved or unsatisfactory after Level 1 support, escalate your complaint here.
Designated Grievance & Nodal Officer
- Our appointed Grievance Officer and Nodal Contact for regulatory compliance is:
- Name: To be published
- Designation: Grievance Officer
- Email: To be published
- Direct Phone: To be published
- Office Address: To be published
- Working Hours: Monday to Friday: 10:00 AM – 6:00 PM IST (excluding public holidays)
Three-Tier Escalation Matrix
- NearCart operates a 3-tier grievance resolution structure
- Level 1 — Frontline Customer Care
- For missing items, delivery delays, quality complaints, or payment inquiries.
- Contact: Use the Orders page (/orders) -> "Need Help" or email To be published.
- Response Window: Within 15 to 30 minutes during operating hours.
- Level 2 — Grievance Redressal Officer (Formal Escalation)
- For unresolved Level 1 complaints, legal notices, recurring service failures, or data protection concerns.
- Contact: Email To be published with your original Ticket / Order ID and summary of the issue.
- Acknowledgment: Within Within 48 hours of receipt.
- Resolution: Within Within 30 days of receipt.
- Level 3 — Regulatory Redressal / National Consumer Helpline
- If your grievance remains unresolved after Level 2, you may reach out to the National Consumer Helpline (NCH) at toll-free number 1915 or visit consumerhelpline.gov.in.
Guidelines for Submitting a Grievance
- To enable swift and effective investigation, please ensure your email or written grievance contains:
- 1. Your full name and registered Indian mobile phone number.
- 2. NearCart Order ID and date of transaction (if applicable).
- 3. Name and location of the participating Merchant (if applicable).
- 4. Detailed description of the grievance, including timeline of events.
- 5. Any supporting documentation, photographs, bills, or previous customer support correspondence.
Investigation & Resolution Process
- Upon receipt of your formal grievance
- An acknowledgment email containing a unique Grievance Tracking Reference Number is issued within 48 hours.
- The Grievance Officer initiates an impartial inquiry, liaising with local merchants, logistics personnel, and technology teams.
- A written resolution summary outlining findings and corrective actions is provided to you within 30 days of filing.
Frequently asked questions
When should I contact the Grievance Officer instead of customer support?
Use standard support for day-to-day order issues like missing coriander or a late delivery. Contact the Grievance Officer if support failed to resolve your issue satisfactorily, or for legal, privacy, or statutory complaints.
How long will it take to get a response from the Grievance Officer?
You will receive an official acknowledgment with a tracking reference within 48 hours, and a full resolution within 30 days in accordance with Indian e-commerce regulations.
Questions about this policy? Contact support