This Policy is published in compliance with the Consumer Protection (E-commerce) Rules, 2020 and other applicable laws in India. It governs how we receive, acknowledge, and resolve consumer complaints for the Getchup platform.
Grievance Officer
- Name: Romita
- Designation: Director
- Email: grievance@getchup.life
- Phone: +91 8448-377727
- Postal Address: 504, 5th Floor, DLF Centre, Savitri Cinema Complex, Greater Kailash 2, New Delhi – 110048
How to raise a complaint
- Email your complaint from your registered email ID to grievance@getchup.life with your order number and issue summary.
- Attach relevant photos/videos for delivery or product-quality issues.
- For privacy/data requests, write to privacy@getchup.life first; appeals may be sent to the Grievance Officer.
Timelines
- Acknowledgement: within 48 hours of receipt.
- Resolution target: within one month from the date of receipt.
- If more time is required, we will provide reasons and a revised expected timeline.
Scope & outcomes
- Order/shipping issues: replacement, reshipment, or refund as per our Shipping and Cancellation & Refunds Policies.
- Product quality issues: refund or replacement after verification.
- Privacy/data issues: handled under the Privacy Policy and DPDP 2023 addendum.
Record-keeping & reporting
We maintain records of complaints, acknowledgements, and resolutions for audit and compliance for at least 24 months from closure.