Grievance Redressal

How to reach VoLoMart’s Grievance Officer, what we can help with, how to file a complaint, and how escalation works.

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 applicable data-protection law in India, VOLOMART PRIVATE LIMITED has appointed a Grievance Officer to address concerns related to the VoLoMart platform, your account, your privacy, or your use of the VoLoMart apps.

Khevna Prashantkumar Dodia

Director and Grievance Officer, VOLOMART PRIVATE LIMITED

Email: support@volomart.in
Phone: 8238743940
Address: 490, TANTADIYA FALIYU, RONVEL-2, Ronvel, Valsad, Valsad- 396055, Gujarat

2. What we can help with

The Grievance Officer can assist with matters concerning the VoLoMart platform, including:

The VoLoMart app is not working, crashing, or has bugs
Account access, login, or OTP issues
Privacy concerns about personal data VoLoMart collects or processes
Requests to access, correct, or delete personal data held by VoLoMart (subject to law and the Privacy Policy)
Vendor or wholesaler subscription, in-app advertisement, or billing questions for platform charges (Google Play / App Store purchases follow store refund rules; see the Return & Refund Policy)
Reports of unsafe, expired, mislabelled, or non-compliant food listings
Reports of security vulnerabilities, fraud risk, or suspicious behaviour on the platform
Help contacting a shop, facilitating a marketplace grievance, or reviewing whether a listing should be delisted

3. What sellers handle directly

VoLoMart is a hyperlocal marketplace and technology platform. Vendors sell their own goods to customers. Wholesalers sell their own goods to vendors. The following are primarily the responsibility of the vendor or wholesaler who sold the goods. Please start with that seller in the app (order chat or store contact). VoLoMart may facilitate; we are not the seller of those goods:

Order contents, product quality, freshness, or pricing set by the vendor or wholesaler
Replacements, shop credit, or physical returns of grocery and other goods
A wholesaler’s catalogue, prices, and orders placed by vendors
Delivery delays or non-delivery where fulfilment is by the seller or a delivery partner that seller added
Cash-on-delivery or Khata (store credit) settlement between you and the shop
Disputes solely between a customer and a vendor, or between a vendor and a wholesaler, about goods sold

A delivery partner acts for the vendor or wholesaler who added that person. Conduct, delays, documents, and handover issues for that delivery partner stay with that vendor or wholesaler. VoLoMart does not employ the delivery partner.

If you are unsure whether your concern is for VoLoMart or for the shop, email support@volomart.in and we will direct you appropriately.

4. How to file a complaint

Send an email to support@volomart.in with the subject line “Grievance: [brief description]”
Include: your name, registered mobile number, whether you are a customer, a vendor, a wholesaler, or a delivery partner, a clear description of the issue, and screenshots or order IDs if relevant
For privacy-specific requests, mark the subject line “Privacy: [request type]”
For unsafe or mislabelled food, mark the subject “Food safety: [brief description]” and include the shop name and product details if known

5. Response timelines

Acknowledgement within 48 hours of receiving your complaint where required
Resolution: we aim to resolve grievances within 30 days
Food-safety complaints are treated as priority and may include delisting a seller

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 under applicable DPDP law once the relevant mechanism is available
Consumer complaints: 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