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These documents describe how this platform currently operates. They are provided for transparency and are not a substitute for review by a qualified Indian lawyer or compliance professional before this site is used to transact with real customers.

Grievance Redressal

Last updated: 2026-08-21

In accordance with the Information Technology Rules, 2021, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, we maintain a Grievance Officer and a complaint mechanism for any concern related to your account, an order, a payment, or the platform generally.

Grievance Officer

  • Name: Sonali
  • Designation: Grievance Officer
  • Email: grievance@gokesari.com
  • Phone: 9175193009
  • Address: Flat No B-1102, Yin Yang CHS, Opp EoN IT Park Phase II, Kharadi, Pune 411014
  • Hours: Monday to Saturday, 10:00 am – 6:00 pm IST

How to file a complaint

Use our complaint form — no account is required. You will receive a ticket number to track your complaint's status. You can look up a ticket's status at any time using the ticket number and the email address you submitted it with. Signed-in customers and shop owners can also raise and follow a ticket in our support portal, including from an order.

Response timelines

We aim to acknowledge every complaint within 24 hours and to resolve it within 15 days of receipt, in line with Rule 3(2) of the IT Rules, 2021. Some complaints — particularly those requiring coordination with a third-party payment provider or a shop — may take longer; you will be kept informed.

In any case, under Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, every complaint is acknowledged within 48 hours and redressed within one month of receipt. Our help desk tracks each ticket against an acknowledgement deadline of 48 hours and a resolution deadline of 30 days, and escalates a ticket that is at risk of missing them.

Privacy of your complaint

Complaint details are only visible to you (via the ticket + email lookup, or your support tickets) and to authorised platform staff handling grievances. We do not publish complaint details.