Grievance Redressal Mechanism

1. First step — support

Most issues are resolved by the support team within a few hours. Before escalating, please write to support@dakaarpos.com with:

• The email address of your Dakaar POS account.
• A clear description of what went wrong.
• Screenshots or transaction IDs where relevant.

You will receive an acknowledgement within 24 working hours and a resolution attempt within 72 working hours.

2. Second step — the Grievance Officer

If the support response does not resolve the complaint, escalate to the Grievance Officer. Under Indian e-commerce rules the Grievance Officer is required to acknowledge within 24 hours and resolve within 30 days.

• Name: Varad Kamat
• WhatsApp: +91 6360532369 (WhatsApp only — please do not call)
• Email: support@dakaarpos.com with subject "Grievance — [your account email]"
• Postal: Avatar Technologies, F7, Savitri Arcade, Konekarwada, Karwar - 581301, Karnataka, India

3. What to include in a grievance

• The original support ticket reference (if any).
• The date and nature of the issue.
• What relief you are asking for.
• Any prior correspondence with the support team.

4. Indicative response timelines

• Acknowledgement: within 24 hours.
• Initial response from Grievance Officer: within 7 working days.
• Final resolution: within 30 days of the original grievance.

5. Categories of complaints we handle directly

• Billing or payment disputes related to dakaarpos.com.
• License binding, transfer, or activation problems.
• Defects in the Service that meet the criteria in our Refund Policy.
• Privacy, data subject access, or deletion requests.
• Harassment or unsolicited contact by anyone claiming to represent Dakaar POS.

6. Outside our scope

We do not handle disputes between the Customer and:

• Customers of the Customer's own restaurant (you remain the seller in that relationship).
• Third-party aggregators such as Swiggy or Zomato. Those have separate grievance channels.
• Banks, payment networks, or Razorpay. They have dedicated dispute mechanisms.

7. Further escalation

If you remain dissatisfied after the Grievance Officer has issued a final response, you may approach the National Consumer Helpline (1915, consumerhelpline.gov.in) or pursue legal remedies through the appropriate consumer forum or court of competent jurisdiction in Karnataka.