Draft. The contact details and the business name on this page are not final.

💡 In Short (Consumer Summary)

Under Information Technology Rules 2021, Dukaan Babu provides a designated Grievance Officer with 24-hour statutory acknowledgment and 7-day complaint resolution.

Complaints and legal information

Version 0.2-draft. In force from DUMMY — date these pages take effect (YYYY-MM-DD). Last updated 2026-10-08.

In short

Problem with an order: tell the shop first, in the app. The shop sold you the goods.
Not fixed, or anything else: write to our Grievance Officer, DUMMY — grievance email (mailbox not created yet).
The IT Rules set how fast a complaint must be confirmed (currently 24 hours) and decided (currently 7 days).
We never receive your money, so refunds always come from the shop.

1. Who we are

Dukaan Babu is an app that connects you with shops near you. We do not sell anything and own no goods.

The shop lists its goods and sets its prices.
You pay the shop directly, in cash or by UPI to the shop's own UPI ID.
The shop packs and delivers your order.
Dukaan Babu takes no money from you or from the shop and charges no fee.


Legal name	DUMMY — Legal name of the business that runs Dukaan Babu
Type of business	DUMMY — Sole proprietorship, LLP or private limited company
Registration number	DUMMY — Registration number (Udyam, LLPIN or CIN), or 'Not registered'
Address	DUMMY — Full postal address with PIN code
Website	https://dukaanbabu.com
Customer care	DUMMY — customer-care email (mailbox not created yet), DUMMY — customer-care phone number (DUMMY — hours the phone is answered, e.g. 10:00 to 18:00, Monday to Saturday)

2. Grievance Officer

Write to our Grievance Officer about the app, about anything you saw in it, or about your personal data.


Name	DUMMY — Grievance Officer's full name
Designation	Grievance Officer
Email	DUMMY — grievance email (mailbox not created yet)
Phone	DUMMY — Grievance Officer's phone number (DUMMY — hours the phone is answered, e.g. 10:00 to 18:00, Monday to Saturday)
Post	DUMMY — postal address for written complaints

Legal notices (government, courts, consumer commissions): DUMMY — person who receives legal notices, DUMMY — legal-notice email (mailbox not created yet), DUMMY — Full postal address with PIN code.

Personal data: DUMMY — personal-data email (mailbox not created yet). Security problems: DUMMY — security report email (mailbox not created yet).

3. How to complain

Problem with an order (missing, wrong, damaged, short, or wrong price):

Open the order in the app and tap "Problem with this order?". You can do this until 48 hours after delivery.
The shop sold you the goods, so the shop answers first.
If the shop does not fix it, write to our Grievance Officer with the order number.

Problem with a person in chat: open the chat and tap "Report". You can also block the person.

Anything else (a shop, a product, a photo, a price, your data, or the app itself): email DUMMY — grievance email (mailbox not created yet).

Please tell us:

your name and the phone number you use in the app;
what happened, and when;
the shop, product, order or message it is about (a screenshot helps);
what you want us to do.

We never ask for your sign-in code or your UPI PIN. Do not send them to anyone.

4. What happens next

Keep a record. Note the date and time you sent your complaint, and use them when you write again.
We confirm we received your complaint. The IT Rules set the time for this (currently 24 hours).
We decide and reply. The IT Rules set the time for this (currently 7 days). Our reply says what we did and why.
Faster for some complaints. For a private or sexual image of you, a false or changed picture of you, or someone pretending to be you, the IT Rules set a shorter time (currently 2 hours). For other requests to remove unlawful content they set 36 hours. Say in your complaint which kind it is.

5. If you are not happy with our answer

You do not have to wait for us before you use your consumer rights.

National Consumer Helpline: call 1915 (toll free), or visit consumerhelpline.gov.in.
Consumer Commission: file a consumer complaint online on the Government's e-filing site, or at the District Consumer Commission. You can file where you live.
Grievance Appellate Committee: for a decision about content or our action under the IT Rules, appeal within 30 days at gac.gov.in.
Data Protection Board of India: for your personal data, once the law allows it (from 13 May 2027). Write to us first.

The courts at DUMMY — city whose courts hear disputes handle disputes between us and you. This does not take away your right to complain to a Consumer Commission where you live.

6. What we can and cannot do

We can remove a listing, a photo or a message, suspend a shop, and block an account.
We can stop an open order only for clear signs of fraud, a risk to someone's safety, or a court or government order. We never change an order's items or prices.
We cannot refund money, because we never receive it. A refund comes from the shop: in cash or by UPI.
We cannot change a shop's price for you.