Support & Grievance Redressal Policy

CTOC Foods maintains a support and grievance mechanism to assist customers, restaurants and delivery partners with platform-related issues.

The purpose of this Policy is to provide a structured mechanism for receiving, recording, forwarding, investigating and resolving complaints.

CTOC Foods may assist with:

• Account issues
• Login problems
• Order-status issues
• Payment-related platform issues
• Delivery coordination
• Missing items
• Wrong orders
• Restaurant complaints
• Delivery complaints
• Refund requests
• Technical issues
• Fraud reports
• Safety concerns
• Platform misuse
• Grievances against Platform services; and
• Other matters relating to CTOC Foods.

Where a complaint concerns:

• Food quality
• Food safety
• Spoilage
• Contamination
• Ingredients
• Allergies
• Food poisoning
• Packaging
• Quantity
• Preparation; or
• Restaurant hygiene,

CTOC Foods may communicate the complaint to the concerned Restaurant/FBO and facilitate a resolution.

The Restaurant/FBO remains the primary responsible party for food preparation and food-safety compliance, subject to applicable law.

FSSAI's e-commerce directions specifically contemplate communication of product-quality complaints to the concerned seller/FBO for resolution.

Customers may be requested to provide:

• Order ID
• Photographs
• Videos
• Invoice
• Packaging photographs
• Food photographs
• Description of the issue
• Time of delivery
• Relevant medical documentation where appropriate and lawfully necessary; or
• Other reasonable evidence.

Customers should preserve the disputed food/product and packaging where a serious food-safety complaint is being investigated, unless unsafe to do so.

Where a complaint indicates possible:

• Food poisoning
• Adulteration
• Foreign-object contamination
• Severe allergic reaction
• Serious illness
• Intentional food tampering; or
• Other serious safety concern,

CTOC Foods may escalate the matter to the Restaurant/FBO and, where legally required or reasonably necessary, cooperate with competent authorities.

The Bharatiya Nyaya Sanhita contains offences relating to adulteration and sale of noxious food.

Complaints concerning CTOC Foods technology or platform services may include:

• App malfunction
• Incorrect account information
• Payment processing issue
• Unauthorised account access
• Data/privacy complaint
• Promotional issue
• Platform conduct; or
• Technical errors.

These complaints shall be reviewed by CTOC Foods.

Restaurant complaints may be communicated to the concerned Restaurant.

Restaurants are expected to cooperate with CTOC Foods and provide reasonable information necessary to investigate complaints.

Complaints involving delivery personnel may include:

• Misconduct
• Harassment
• Dangerous driving
• Food tampering
• Unauthorised charges
• Theft
• Threats; or
• Other inappropriate behaviour.

CTOC Foods may investigate and take appropriate platform action.

Where a complaint concerns an alleged criminal offence, users may also approach the appropriate law-enforcement authority.

CTOC Foods shall publish the applicable Grievance Officer's name and contact details on its Platform as required by applicable law.

The Consumer Protection (E-Commerce) Rules require e-commerce entities to establish an adequate grievance mechanism and display grievance-officer information.

Grievance Officer: NAME

Designation: Grievance Officer

Email: EMAIL

Phone: PHONE

Address: ADDRESS

Complaints received through the designated grievance mechanism shall be acknowledged and processed in accordance with applicable law.

The Consumer Protection (E-Commerce) Rules provide for acknowledgement of consumer complaints within 48 hours and redressal within one month.

Customers may also approach the competent food-safety authority where appropriate.

FSSAI's Food Safety Connect system permits complaints concerning packaged food, food premises and online aggregator/food-delivery platforms.

CTOC Foods support is not a replacement for emergency services, police, medical services, fire services or other government authorities.

Where there is an immediate threat to life or safety, users should contact the appropriate emergency authority without waiting for Platform support.

CTOC Foods may take action against users who intentionally submit:

• False complaints
• Manipulated photographs
• Fraudulent refund claims
• Fake illness claims
• Fake delivery claims
• Multiple fraudulent accounts; or
• Other deceptive claims.

Such conduct may result in account suspension, recovery of amounts and/or legal action where appropriate.

Personal information submitted in connection with a complaint shall be processed in accordance with the CTOC Foods Privacy Policy and applicable data-protection law.

The Digital Personal Data Protection Act, 2023 provides for data-fiduciary obligations, security safeguards and grievance mechanisms concerning digital personal data.

CTOC Foods may review:

• Order records
• Restaurant records
• Delivery records
• Customer communications
• Platform logs
• Payment records
• Photographs/videos
• GPS/delivery information where lawfully processed; and
• Other relevant information.

Depending on the circumstances, CTOC Foods may:

• Facilitate restaurant resolution
• Issue a refund where applicable
• Provide replacement where applicable
• Suspend a listing
• Suspend an account
• Escalate the complaint
• Request additional evidence
• Refer the matter to the responsible party; or
• Take other lawful action.

A particular resolution is not guaranteed for every complaint.

Nothing in this Support Policy prevents a customer, restaurant, delivery partner or other person from exercising rights available under applicable Indian law.

NexClass Technologies Private Limited is the technology provider/developer of the platform to the extent contracted.

The food business/operator relationship and technology-development relationship should be maintained as legally separate arrangements.

Where NN Chefs Food Factory operates or owns the relevant food business, its legal responsibilities shall arise according to its actual role, licences, contracts and applicable law.

The exact legal entity operating CTOC Foods should be clearly identified in the website footer, Terms, Privacy Policy, invoices and regulatory registrations.

CTOC Foods may update this Policy from time to time to reflect:

• Changes in law
• Regulatory requirements
• Platform changes
• Operational improvements; or
• Changes in support processes.

Updated versions shall be published on the Platform.

CTOC Foods

Website: ctocfoods.in

Customer Support: support@ctocfoods.in

Grievance Email:Grievance@ctocfoods.in

Food/Operating Entity:

NN Chefs Food Factory