Grievance Redressal Policy

Raise a support request from your order page, or email support@dookan.live, or call +91 84740 01401 during working hours.

We acknowledge every complaint within 48 hours and aim to resolve it within 7 days. Every complaint gets a reference number (for example DK-1A2B3C4D) that you can quote when you follow up.

For complaints about personal data under the DPDP Act, our published response period is a maximum of 90 days, and our internal target is 30 days.

If you are not satisfied, escalate to the Grievance Officer at grievance@dookan.live.

The Grievance Officer acknowledges complaints within 48 hours and resolves them within one month of receipt, as required by law.

You may approach the National Consumer Helpline (1915 or the NCH app), the e-Daakhil portal, or the District Consumer Disputes Redressal Commission where you live or work, under the Consumer Protection Act, 2019.

For personal data complaints not resolved by us, you may approach the Data Protection Board of India as provided in the DPDP Act.

Your name and registered mobile number, the order number, a description of the issue, and photos where relevant.

For content or listing complaints, include the link or screenshot and why you think it breaks the law or our Terms.

Complaints about unlawful content, listings or reviews, and requests under the IT Rules, 2021, can be sent to the Grievance Officer.

We act on valid complaints and on court or government orders within the time limits set by law.

Grievance Officer: Roshan Dahal (Founder & Grievance Officer), Dookan — Dookan.

Email: grievance@dookan.live · Phone: +91 84740 01401 · Working hours: Monday to Saturday, 10:00 am – 6:00 pm IST.

Postal address: 11th Main Road, Bengaluru, Karnataka, India – 560068.

Business name: Dookan (proprietorship) · Udyam UDYAM-KR-03-0537006.