Legal
Grievance redressal
If you have a complaint that our support team has not resolved, or a grievance about content, a seller, your data or a decision we made, you can write to our grievance team. Yamunaa is run by Svayam Incarnation Limited, a company registered in the United Kingdom, and we handle complaints in line with the consumer, e-commerce and data protection laws of each country we serve. Some countries also require a local contact. For example, India requires a resident Grievance Officer, and the EU requires a data protection representative. These local contacts are listed in the app for each country.
On this page
Global grievance contact
- Name: [Grievance Officer name to be confirmed]
- Designation: Grievance Officer, Svayam Incarnation Limited
- Email: [email protected]
- Address: [Registered office address to be confirmed], United Kingdom
- Hours: Monday to Friday, 9 am to 6 pm UK time, except public holidays. We reply in your time zone where we can.
Local grievance officers and representatives
Some countries require us to name a local contact. You can find the one for your country in the app, under Help, then Raise a grievance.
- India: a Grievance Officer resident in India, as the IT Rules and the Consumer Protection (E-Commerce) Rules require.
- European Union: a data protection representative for GDPR matters.
- United Kingdom: our registered office handles complaints and data protection matters directly.
- Other countries: a local grievance officer or representative wherever the law requires one.
How to raise a grievance
- Email [email protected], or use Help, then Raise a grievance, in the app.
- Include your name, registered mobile number, your country, the order ID, listing link or content link, and what went wrong.
- Attach screenshots or documents that support your complaint.
- You will receive a ticket number to follow your grievance.
Timelines
- We acknowledge every grievance within 48 hours.
- We resolve grievances within 1 month of receiving them.
- Complaints about content that exposes a person’s private areas, shows nudity or sexual acts, or impersonates someone are acted on within 24 hours.
- Requests to remove unlawful content are acted on within the time local law sets, such as 72 hours under the IT Rules in India.
- Where a local law sets a shorter time for any of these, we follow it.
Acknowledged within 48 hours. Resolved within 1 month.
If you are not satisfied
- You can take your complaint to a consumer body, ombudsman or dispute resolution scheme in your country. For example, Citizens Advice in the UK, the European Consumer Centres in the EU, the FTC or your state attorney general in the US, or the National Consumer Helpline on 1915 and consumer commissions in India.
- In India, you can also appeal to the Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
- For personal data complaints, you can go to your data protection regulator, such as the ICO in the UK, your supervisory authority in the EU, or the Data Protection Board of India.
- You can always go to court. Where a local law gives you more rights than this policy, the local law wins.
Contact for law enforcement
Government and law enforcement agencies in any country can reach our law enforcement contact at [email protected]. See Reporting and law enforcement for how to send a request.