Grievance Redressal Policy

1. Introduction

This Grievance Redressal Policy ("Policy") establishes the process for submitting, reviewing, and resolving grievances relating to the Spinacho Platform. Nutriwave Spinacho Foods Private Limited ("Spinacho", "Company", "we", "our", or "us") is committed to providing a fair, transparent, and efficient grievance resolution mechanism for Customers, Restaurant Partners, and other Users of the Platform. This Policy should be read together with the Terms & Conditions of the Platform.

2. Scope

This Policy applies to grievances relating to the use of the Platform, including but not limited to:

• Orders placed through the Platform;
• Customer service experience;
• Payments;
• Delivery services;
• Restaurant Partners;
• Technical issues affecting the Platform;
• Privacy concerns; and
• Any other matter relating to the Services provided through the Platform.

Where a grievance relates specifically to refunds, shipping, privacy, or food safety, the relevant policy shall govern that subject matter, while this Policy governs the grievance handling process.

3. Our Commitment

Spinacho is committed to:

• Providing an accessible grievance resolution process;
• Treating all grievances fairly and objectively;
• Reviewing grievances in a timely manner;
• Maintaining appropriate confidentiality during investigations; and
• Continuously improving our Services based on user feedback.

4. How to Submit a Grievance

Users may submit grievances through any of the following official channels:

Customer Support

Grievance Officer

Email: grievance@spinacho.com

Users are encouraged to use the contact details associated with their Platform account when submitting a grievance.

5. Information Required

To facilitate efficient review, Users should provide, where applicable:

• Full Name;
• Registered Mobile Number;
• Email Address;
• Order ID;
• Restaurant Partner Name;
• Date and Time of the incident;
• Description of the grievance; and
• Supporting photographs, screenshots, or documents (if available).

Providing complete and accurate information may assist in faster resolution.

6. Grievance Resolution Process

Upon receipt of a grievance, Spinacho generally follows the process outlined below.

Step 1 – Acknowledgement

The grievance will be acknowledged after it is received through an official communication channel.

Step 2 – Review

The grievance will be reviewed by the appropriate internal team. Where necessary, additional information may be requested from the User.

Step 3 – Investigation

Depending on the nature of the grievance, Spinacho may review:

• Order records;
• Platform activity;
• Communication records;
• Payment information;
• Delivery information; and
• Information provided by the Restaurant Partner or other relevant service providers.

Step 4 – Resolution

Following review and investigation, Spinacho will communicate the outcome and, where appropriate, take reasonable corrective action.

7. Resolution Timeline

Spinacho aims to:

• Acknowledge grievances as soon as reasonably practicable;
• Investigate grievances without unnecessary delay; and
• Provide an appropriate response within a reasonable time depending on the complexity of the matter.

Certain grievances involving Restaurant Partners, banks, payment service providers, delivery providers, or regulatory authorities may require additional time.

8. Escalation

If a User is dissatisfied with the initial response, the grievance may be escalated by providing additional information or requesting further review by the Grievance Officer. Nothing in this Policy limits a User's right to seek remedies available under Applicable Law.

9. Misuse of the Grievance Process

Users shall not knowingly submit:

• False grievances;
• Fraudulent claims;
• Abusive communications; or
• Repetitive complaints without reasonable grounds.

Spinacho reserves the right to take appropriate action where the grievance process is intentionally misused.

10. Record Retention

Spinacho may maintain records relating to:

• Grievances submitted;
• Investigations conducted;
• Communications exchanged; and
• Resolutions provided.

Such records may be retained for legal compliance, operational improvement, dispute resolution, and quality assurance purposes in accordance with the Privacy Policy and Applicable Law.

11. Policy Updates

Spinacho reserves the right to amend this Policy from time to time. The updated version shall be published on the Platform together with the revised "Last Updated" date. Continued use of the Platform after publication constitutes acceptance of the updated Policy.

12. Grievance Officer

In accordance with applicable legal requirements, the Company has appointed the following Grievance Officer:

13. Contact Information

For any questions regarding this Policy, please contact: