Contact & Customer Support

1. Support Channels

Support hours: Monday to Saturday, 10:00 AM to 10:00 PM; Sunday, 10:00 AM to 7:00 PM (India Standard Time). Active delivery issues should be reported immediately; messages outside support hours are reviewed when support resumes.

2. What to Include

• Order number and whether it is Shelf or Ready-to-Eat.
• Name and phone number used for the order.
• Product, quantity, delivery or pickup time, and a clear issue summary.
• Unedited photographs or video of the outer package, label, seal, product, and issue where damage, leakage, shortage, or a wrong item is reported.
• Payment reference and a redacted statement screenshot for payment issues. Hide full card, bank, and UPI credentials.

Keep the item and all packaging while a complaint is being reviewed, unless keeping it would create a health or safety risk.

3. Urgent Food-Safety Concerns

Stop consuming the product and contact us immediately if food appears contaminated, spoiled, incorrectly labelled, tampered with, or causes a suspected adverse reaction. Preserve the product, label, packaging, and proof of purchase safely for investigation. Seek appropriate medical care for any urgent health concern; customer support is not an emergency or medical service.

4. Order and Delivery Complaints

Time-sensitive reporting windows and available remedies are set out in our Shipping & Delivery Policy and Cancellation & Refund Policy. We may compare your report with packing records, payment data, courier scans, map or GPS data, call logs, rider communications, delivery photographs, OTP confirmation, and recipient confirmation. Genuine complaints remain eligible for fair review even when evidence needs to be reconciled.

5. Fraud, Impersonation, and Abuse

Report a suspicious payment request, fake account, or person claiming to represent Bhagi's Kitchen using the official channels above. Include screenshots and the number or account involved, but do not engage further or disclose credentials.

False complaints, altered evidence, duplicate refund requests, dishonest chargebacks, threats, harassment, and collusion with a rider or recipient are prohibited. We may verify a claim, preserve evidence, restrict abusive communications or future service, contest improper chargebacks, and report suspected fraud. These controls will not be used to silence a genuine complaint or lawful consumer claim.

6. Privacy and Data Requests

For access, correction, deletion, consent withdrawal, or another privacy request, email us with the subject Privacy Request. We may verify your identity before disclosing or changing personal data. How we handle data is explained in our Privacy Policy.

7. Designated Grievance Officer

Write Formal Grievance in the email subject and include the details listed above. We will acknowledge an e-commerce grievance within 48 hours and aim to resolve it within one month, or within any shorter period required by applicable law. Complex matters may require further evidence, but we will keep you informed.

8. External Escalation

We encourage you to let us investigate first. Nothing on this page limits your right to approach an appropriate consumer forum, regulator, law-enforcement body, data-protection authority when operational, or food-safety authority. Food-safety concerns may also be submitted through the official FSSAI Food Safety Connect portal.