Contact & Grievance Redressal

1.Business details

BrandKhauGully

Legal entityKhauGully (sole proprietorship)

Registered addressTODO: Full street address, Jogeshwari West, Mumbai, Maharashtra – 400102

Service areaJogeshwari West, Mumbai

Websitehttps://khaugully.in

2.Everyday support

For anything to do with a specific order — a missing item, a late delivery, a payment that did not go through — the fastest route is the in-app form. It attaches your order details automatically, which means we can act without asking you for them.

In-appHelp & Support →

Emailsupport@khaugully.in

Phone+91 TODO

Hours10:00 AM – 11:00 PM IST, all days

Typical responseWithin 24 hours

3.Grievance Officer

info

Escalate here if support has not resolved your issue

Under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, we are required to name an officer who will personally take responsibility for your complaint.

NameShoaib Qureshi

DesignationGrievance Officer & Proprietor

Emailgrievance@khaugully.in

Phone+91 TODO

Postal addressTODO: Full street address, Jogeshwari West, Mumbai, Maharashtra – 400102

AcknowledgementWithin 48 hours of receipt

ResolutionWithin 30 days of receipt

4.What to include in a grievance

Giving us these upfront removes a round of back-and-forth:

Your name and the phone number registered with your account.
The order number, if the complaint relates to an order.
What happened, and what you would like done about it.
Photographs, where the complaint concerns missing, wrong or unsafe food.
Any earlier ticket number, if you are escalating.

5.What we can and cannot resolve

It saves time to know where a complaint should go. KhauGully is a technology platform — see Clause 4 of our Terms & Conditions.

We resolve directlyPayment failures, double charges, wrong amounts, pending refunds, app faults, order transmission errors, account and login problems, misuse of your data, and misconduct by a partner on our platform.

We investigate and mediateMissing items, wrong items, orders that never arrived, spilled or tampered packaging, and rider or restaurant conduct. Where a claim is genuine we refund you and recover the cost from the partner responsible.

Lies with the Restaurant PartnerFood quality, taste, hygiene, ingredients, allergens, contamination and any claim of illness or injury from food. We will give you the restaurant's identity and contact details so you can pursue it, and we will support any food safety authority investigation.

6.If we do not resolve it

Nothing here limits your legal rights. If you remain dissatisfied after escalating to our Grievance Officer, you may approach:

The National Consumer Helpline — 1915, or consumerhelpline.gov.in, for any consumer complaint.
The appropriate Consumer Disputes Redressal Commission, including one having jurisdiction over your place of residence, under the Consumer Protection Act, 2019.
The Data Protection Board of India, for a complaint about how your personal data has been handled.
The Food Safety and Standards Authority of India (FSSAI), at foscos.fssai.gov.in, for a food safety complaint against a restaurant.
Your bank or card issuer, for a payment dispute the gateway has been unable to settle. We will provide the transaction references you need.

7.Partner enquiries

If you run a kitchen and want to list on KhauGully, or want to ride with us, apply through the partner page. Terms for partners are set out in the Restaurant Partner Agreement and the Delivery Partner Agreement.