Partner Grievance Policy

This document is an electronic record under the Information Technology Act, 2000.

Business: Feesto (Sole Proprietorship) · UDYAM: UDYAM-BR-05-0035249

Complies with: DPDP Act 2023 · DPDP Rules 2025 · IT (Intermediary Guidelines) Rules 2021 · IT Act 2000 · Indian Contract Act 1872

B2B RELATIONSHIP NOTICE

Restaurant Partners are business entities in a commercial B2B agreement governed by the Indian Contract Act, 1872. The Consumer Protection Act, 2019 does not apply. Consumer commissions are not available. Commercial disputes are governed by Section 19 of the Restaurant Partner Agreement.

Feesto is committed to resolving all Restaurant Partner concerns promptly, fairly, and transparently.

1. Grievance Officer

In accordance with IT (Intermediary Guidelines) Rules 2021, Rule 3(2), and the DPDP Act, 2023:

Designation: Grievance Officer, Nodal Contact Person & Data Fiduciary Contact Person

Email: hello@feesto.app

Availability: Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)

2. Types of Grievances Accepted

Settlement and Payment (14-day window): Incorrect settlement amounts, TDS/TCS deduction issues, refund deductions, delayed settlements, failed bank transfers, chargeback disputes.
Order and Commission: Incorrect commission rates, order marked as delivered incorrectly, unfair refund deductions.
Listing and Menu: Delisting without adequate notice, menu content modified without consent, listing visibility reduced without explanation.
Rating and Review: False or defamatory reviews not removed, review response issues, suspected rating manipulation.
Account and Access: Suspension without reason, Partner App access issues, TDS/TCS certificates not available.
Data Protection (90-day timeline): Data collection/usage concerns, access/correction/erasure requests (Sections 11–14, DPDP Act).
Partner Agreement: Amendments without required notice, obligations not fulfilled.
Conduct: Unprofessional behaviour by Feesto staff or Delivery Partners, discrimination.

3. How to Raise a Grievance

Tier 1 — Partner App (Recommended)

Partner App → Help & Support → Raise a Grievance
Partner App → Earnings → Raise Dispute (payment issues)
Partner App → Orders → Select Order → Report Issue

Tier 2 — Email

Email: hello@feesto.app

Subject: PARTNER GRIEVANCE — [Type] — [Restaurant Name]

Include: restaurant name, registered mobile/email, Order ID or Settlement date (if applicable), clear description, and supporting evidence.

4. Resolution Timelines

Grievance Type	Acknowledgement	Resolution
Settlement and payment	24 hours	7 days
Order and commission	24 hours	5 days
Listing and menu	24 hours	48 hours
Account and access	24 hours	24 hours
Rating and review	24 hours	7 days
Partner Agreement disputes	24 hours	15 days
Data protection (DPDP Act)	24 hours	90 days
Complex investigations	24 hours	30 days

5. Grievance Process

You will receive an acknowledgement with a unique Grievance Reference Number within 24 hours.
Our team will review your grievance and may request additional information.
We will communicate our decision in writing via email or Partner App notification.
For settlement grievances found in your favour, the corrected amount will be added to your next settlement or processed within 5 business days.
For data protection grievances, our response will include confirmation of action taken or a reasoned explanation for any refusal.

6. Escalation — Internal

If not satisfied with the resolution, reply to your acknowledgement email with subject: ESCALATION — [Grievance Reference Number]. The Grievance Officer will personally review within 5 business days.

7. Escalation — External Authorities

Data Protection: Data Protection Board of India (DPBI) — dpboard.gov.in (once operational)
IT and Platform: Ministry of Electronics and Information Technology (MeitY) — meity.gov.in
Commercial Disputes: Per Section 19 of the Restaurant Partner Agreement — amicable resolution (30 days), optional arbitration (Banka, Bihar), or courts of Banka, Bihar.

8. Non-Discrimination and Non-Retaliation

Feesto handles all grievances on merit. We will not retaliate against any Partner for raising a legitimate grievance. Raising a grievance will not affect your listing, settlements, or standing.

9. Record Keeping

All grievance records are maintained for minimum 3 years per IT (Intermediary Guidelines) Rules 2021. Consent records are maintained for 7 years per DPDP Rules 2025.

10. Amendments

Feesto may update this Policy with 7 days’ prior notice for material changes.

11. Contact

Grievance Officer: Feesto (Sole Proprietorship)

Email: hello@feesto.app