Grievance Redressal

Last updated: September 21, 2026

1. Purpose

Krisomika Retail Private Limited is committed to addressing concerns raised by website visitors, franchise applicants, franchise partners, and customers fairly and promptly. This policy is published in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019, and explains how to raise a grievance and how we handle it.

2. Who Can Use This Process

• Visitors to this Website who have a concern about its content or a form submission;
• Prospective franchisees who have a concern about the enquiry or onboarding process;
• Existing franchise partners with an operational, support, or commercial concern;
• Customers of any Grocery Select store with a concern about a purchase or in-store experience.

3. Grievance Officer

The following Grievance Officer has been designated to receive and address complaints:

4. How to Raise a Grievance

Please write to the Grievance Officer with the following details so we can respond efficiently:

• Your full name and contact details (phone and email);
• Whether you are a website visitor, franchise applicant, franchise partner, or customer;
• Your Lead ID or franchise reference, if you have one;
• A clear description of the issue, including relevant dates and any supporting documents;
• The resolution you are seeking.

You may also reach us through the Contact page or the WhatsApp number in our footer for a first response, but formal written complaints should go to the Grievance Officer's email above so they are logged and tracked.

5. Our Response Timeline

Step	Timeline
Acknowledgement of your complaint	Within 48 hours of receipt
Investigation and resolution, or a status update if more time is needed	Within 30 days of receipt

Complex matters — for example, those involving a third party such as a supplier or requiring site verification — may take longer, in which case we will keep you informed of progress.

6. Escalation

If you are not satisfied with the response from the Grievance Officer, you may request escalation to senior management by replying to the same email thread and asking for escalation. Nothing in this process limits your right to pursue any other legal remedy available to you under applicable law, including approaching a consumer forum or court of competent jurisdiction.

7. Confidentiality

Information shared as part of a grievance is used only for investigating and resolving that grievance, in line with our Privacy Policy.

8. Changes to This Policy

We may update this policy from time to time, including when the Grievance Officer's details are formally confirmed.