1. Statutory Framework
In accordance with Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Zayka Food has established a dedicated, transparent mechanism to receive and resolve consumer complaints and grievances promptly.
2. Designated Grievance Officer & Entity Information
Consumers, merchants, and delivery partners may submit complaints and grievance representations directly to our designated Grievance Team:
Zayka Food – Grievance Team
Individual / Sole Proprietorship
Monday – Saturday: 9:00 AM to 6:00 PM IST
Kehnusa, Bandipora, Jammu & Kashmir, India - 193502
3. How to Submit a Grievance
To ensure speedy and accurate resolution, please email businesscity05@gmail.com with the subject line "GRIEVANCE: [Order Number / Issue Type]" and include the following details:
Full name and registered mobile phone number associated with your Zayka Food account.
Order ID (e.g. FH-XXXXXX), date, restaurant name, and payment transaction reference ID.
Detailed description of the issue (e.g. food quality, missing item, payment discrepancy, delivery delay).
Photographs of the received parcel, packaging seal, bill receipt, or bank deduction screenshot.
4. Resolution Timelines (Statutory SLA)
In strict compliance with statutory standards:
We will acknowledge the receipt of your grievance complaint within 48 hours and issue a unique Grievance Ticket Number for tracking.
Your grievance will be thoroughly investigated with the involved restaurant or courier partner and resolved within 15 to 30 business days from the date of receipt.
5. Escalation Matrix
If your grievance is not resolved to your satisfaction within the stipulated statutory period, you may escalate the matter by replying to your ticket email with "ESCALATION" in the subject line, or pursue statutory remedies through the National Consumer Helpline (NCH) or appropriate Consumer Disputes Redressal Commissions in India.