COMPLAINT RESOLUTION, COMPLIANCE, AND LEGAL POLICY(formerly Feedback and Complaint Policy)

5.1 INTRODUCTION

  • 5.1.1 Purpose and Philosophy
  • This Policy outlines the framework by which Swapify Foods Private Limited (“Swapify,” “Company,” “we,” “us,” or “our”) governs complaint resolution, customer support, policy enforcement, and legal compliance.
  • It reflects our commitment to transparent, fair, and effective processes for addressing customer concerns while upholding operational excellence.
  • The Policy seeks to safeguard both user interests and business integrity through accountability, feedback mechanisms, and protective enforcement structures.
  • 5.1.2 Principles of Governance
  • Swapify emphasizes a customer-centric approach balanced with proactive monitoring and issue resolution protocols.
  • The Policy covers delivery quality, complaint eligibility, refund governance, vendor oversight, and legal jurisdiction across all service areas.
  • 5.2 SCOPE
  • 5.2.1 Operational Coverage
  • This Policy applies to the following domains of Swapify’s operation:
    • Complaint submission and escalation processes
    • Customer service and support systems
    • Vendor swap and subscription management
    • Compliance enforcement for users, vendors, and logistics partners
    • Legal framework and jurisdictional governance
    • Feedback collection and service optimization
    • Quality assurance audits and dispute resolution
  • 5.2.2 Stakeholder Inclusion
  • All registered users, subscribers, food vendors, delivery personnel, and third-party logistics providers operating within Swapify’s geographic coverage fall under this Policy.
  • 5.3 DEFINITIONS
  • 5.3.1 Key Terminology
  • Business Days – Monday to Friday, excluding weekends and Indian public holidays.
  • Complaint – A formal grievance submitted regarding service quality, delivery, food condition, platform errors, or vendor behavior.
  • Escalation – The process of forwarding unresolved or complex complaints to senior management or review bodies.
  • Force Majeure – Events outside Company control that may affect service, such as natural disasters or public emergencies.
  • Fraudulent Claims – Complaint submissions containing false or manipulated information with intent to gain unfair benefit.
  • Policy Violation – Any user, vendor, or partner action that contravenes Swapify’s established rules and terms.
  • Service Credits – Compensation issued in response to validated complaints, including account credits or meal replacements.
  • Subscription Pack – Prepaid meal plan governed by specific usage, vendor switch, and cancellation rules.
  • Vendor Swap – Approved transition from one food vendor to another within the same subscription category.
  • Cut-off Time – Daily deadline for actions like meal skipping and vendor changes to allow accurate meal scheduling.
  • 5.4 COMPLAINT SUBMISSION PROCEDURES
  • 5.4.1 Channels for Submission
  • Complaints can be submitted via:
    • Phone support during business hours
    • Email to official support contacts
    • In-app submission portal
    • Online ticketing system
  • Complaints must include order details, meal window, and a clear description of the issue.
  • Evidence such as photos, screenshots, or communications may be requested for case validation.
  • 5.5 INVESTIGATION AND RESPONSE TIMELINE
  • 5.5.1 Timeliness Standards
  • Initial responses are issued within forty-eight (48) hours of receipt.
  • Full investigations may take five (5) to seven (7) business days depending on complexity.
  • Users will be updated regarding investigation progress and estimated resolution timelines.
  • 5.6 RESOLUTION OPTIONS AND REMEDIES
  • 5.6.1 Available Remedies
  • Depending on investigation outcome, Swapify may offer:
    • Service credits or replacement meals
    • Vendor reassignment
    • Delivery partner change
    • Refunds (per Refund & Cancellation Policy)
    • Process adjustment or scheduling modifications
  • 5.7 ESCALATION PROCEDURES
  • 5.7.1 Multi-Tier Review
  • Unresolved cases may be escalated internally to senior management.
  • External mediation or government channels may be pursued where applicable.
  • All escalations must follow documented protocols and require supporting information.
  • 5.8 MONITORING AND QUALITY ASSURANCE
  • 5.8.1 Oversight Mechanisms
  • Swapify conducts routine performance checks on vendors and delivery partners.
  • KPIs tracked include delivery accuracy, food quality, and user satisfaction scores.
  • Results are used to implement training, restructure operations, and drive continuous improvement.
  • 5.9 ENFORCEMENT ACTIONS
  • 5.9.1 Disciplinary Measures
  • Violations of delivery or refund policies may result in:
    • Warnings and mandatory corrections
    • Temporary or permanent service restrictions
    • Account suspension
    • Legal prosecution for fraud
    • Removal of promotional entitlements
  • Severity and recurrence determine enforcement intensity.
  • 5.10 PARTNER AND VENDOR COMPLIANCE
  • 5.10.1 Compliance Requirements
  • All vendors must comply with service terms including delivery punctuality, food hygiene, and complaint responsiveness.
  • Non-compliance may lead to contract termination, service limitations, or network removal.
  • Regular training and certification are mandated.
  • 5.11 USER EDUCATION AND COMMUNICATION
  • 5.11.1 Awareness Initiatives
  • Swapify publishes guidance documents, notifications, and FAQs to inform users of delivery policies and procedures.
  • Ongoing communication ensures users understand cut-off times, complaint eligibility, and usage terms.
  • 5.12 ACCOUNT AND ACCESS REQUIREMENTS
  • 5.12.1 Access Controls
  • Verified mobile-linked accounts are required for subscription access.
  • Features like vendor swaps and meal skips depend on subscription tier.
  • All plans are prepaid; postpaid or cash models are not supported.
  • 5.13 MEAL MANAGEMENT AND VENDOR SWAPS
  • 5.13.1 Meal Skipping & Switching
  • Users can skip meals by marking them before daily cut-off.
  • Vendor switches are tier-based, subject to availability, and are irreversible once confirmed.
  • 5.14 CANCELLATION AND REFUND TERMS
  • 5.14.1 Refund Rules
  • Cancellations allowed only if more than 7 days remain in the subscription cycle.
  • Refund is 50% of remaining meal value post-GST deduction.
  • No cancellation or refund during final 7 days.
  • Unused meals expire at cycle end and cannot be transferred or refunded.
  • 5.15 COMPLAINT ELIGIBILITY AND SCOPE
  • 5.15.1 Valid Grounds for Complaint
  • Eligible complaints include:
    • Spoiled or unhygienic meals
    • Meal spillage or tampering
    • Non-delivery or incorrect orders
    • Unfair denial of refund
    • Misconduct by delivery partner
  • Must be submitted within two (2) hours of meal window closure with required photographic/video proof.
  • 5.15.2 Ineligible Complaints
  • Complaints during final 7 subscription days, missing evidence, user error, or force majeure–related issues are not valid for resolution
  • 5.16.1 Initial Response and Resolution
  • All complaints receive an initial response within one (1) business day.
  • Simple issues are resolved within three (3) working days.
  • Complex complaints may require up to seven (7) working days for full resolution.
  • One re-review is permitted for dissatisfied users following the initial resolution.
  • Post re-review decisions are final and binding.
  • 5.17 COMPENSATION OPTIONS
  • 5.17.1 Remedial Actions
  • Validated complaints may be compensated through one or more of the following:
    • Partial or full monetary refunds
    • Cashback rewards or Swapify credits
    • Vendor reassignment within subscription limits
    • Extended subscription validity where applicable
  • All compensation decisions are made at the sole discretion of the Company based on complaint nature, user history, and supporting evidence.
  • 5.18 FRAUD PREVENTION AND CONSEQUENCES
  • 5.18.1 Policy Enforcement
  • Submitting fraudulent, exaggerated, or deceptive complaints may result in:
    • Immediate suspension or termination of the User account
    • Permanent disqualification from refund eligibility
    • Inclusion in Swapify’s internal blacklist database
  • Abusive, threatening, or aggressive conduct toward Swapify staff or delivery partners will trigger an immediate and permanent service ban.
  • 5.19 GOVERNING LAW AND JURISDICTION
  • 5.19.1 Legal Framework
  • This Policy is governed by the laws of India.
  • All disputes relating to delivery services or complaints shall be subject to the exclusive jurisdiction of courts located in Delhi.
  • Users explicitly consent to the jurisdiction of Delhi courts and waive any right to object to venue or legal forum.
  • 5.20 REGULATORY COMPLIANCE
  • 5.20.1 Operational Standards
  • Swapify operations comply with all relevant national and regional regulations including:
    • Food safety and public health laws
    • Transportation and logistics guidelines
    • Consumer protection statutes
    • Personal data and privacy legislation
    • Employment laws and workplace ethics codes
  • Periodic regulatory audits and policy reviews are conducted to maintain compliance.
  • 5.21 POLICY AMENDMENTS AND UPDATES
  • 5.21.1 Modification Rights
  • Swapify reserves the right to update or modify this Policy at any time without prior notice.
  • Amendments become effective immediately upon publication on the platform.
  • Continued use of Swapify services after changes implies consent to updated terms.
  • Material revisions will be clearly communicated via official channels (e.g., email, app notifications).
  • 5.22 SEVERABILITY AND INTERPRETATION
  • 5.22.1 Legal Interpretation
  • If any section or clause in this Policy is declared invalid or unenforceable, all remaining provisions will remain in full force.
  • Invalid provisions shall be revised to reflect the original intent as closely and legally as possible.
  • Interpretation shall be guided by industry best practices and applicable legal precedents.
  • 5.23 CUSTOMER SUPPORT SERVICES
  • 5.23.1 Contact Information
    For delivery-related inquiries, complaints, or assistance:
    • Swapify Foods Private Limited
    • Email: customersupport@swapify.in
    • Phone: +91 7208474620
    • Address: [Registered Office Address]
  • 5.23.2 Hours of Operation
  • Customer support operates during standard business hours as specified on the platform.
  • Emergency support is available for critical service disruptions.
  • 5.23.3 Support Channels
  • Users may reach Swapify through:
    • Direct phone support
    • Email correspondence
    • In-app chat and support forms
    • Online help center and FAQ database
    • Dedicated ticketing system for complaint tracking
  • 5.23.4 Service Commitments
  • Swapify is committed to delivering fast, courteous, and effective customer support.
  • Performance benchmarks include first-response and resolution time standards.
  • User feedback is used to enhance service quality and support tools.
  • 5.24 ACKNOWLEDGMENT AND ACCEPTANCE
  • 5.24.1 Binding Agreement
  • By using Swapify’s services, the User agrees to be bound by all terms stated in this Complaint Resolution, Compliance, and Legal Policy.
  • This Policy, along with the Terms of Service, Privacy Policy, Delivery Policy, and Refund & Cancellation Policy, represents the full contractual agreement between the User and Swapify Foods Private Limited.
  • Continued use of the platform indicates acceptance of any future updates or modifications to this Policy.