Grievance Redressal

Grievance Officer

Published under Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Our commitments

• We will acknowledge your complaint within 48 hours.
• We will resolve it within 30 days of receipt.
• We will tell you the outcome and the reasoning, not merely the decision.

Before you write

Most issues are faster to resolve in the app, because the order context is already there:

• A problem with an order — open the order and tap Report an issue. Claims under ₹250 from members in good standing are usually settled automatically within a minute.
• A refund you are waiting on — the order screen shows the current status and the expected date.
• A payment that did not go through — these usually resolve themselves within 15 minutes as the bank confirms. Nothing is charged twice.

Use this page when the in-app route has not worked, or when the matter is not about a single order.

What to include

1. Your registered mobile number
2. The order number, if the complaint concerns an order
3. What happened, and what you would like done
4. Any photographs or screenshots

Escalation

If you are not satisfied with the outcome, you may approach:

• The National Consumer Helpline — 1915, or consumerhelpline.gov.in
• The relevant Consumer Disputes Redressal Commission
• The Data Protection Board of India, for complaints about personal data

A note on what Saanjha is

Saanjha is a platform on which neighbours buy from and for each other. When you order on a trip, the goods are bought by another member of your community, not by us.

That said, we do not treat that as a reason to walk away from a problem. Payment is held until you confirm you received your goods, and we fund the resolution of small claims ourselves rather than sending you to argue with a neighbour. If something has gone wrong, tell us.