Grievance Officer

Contact

The complaint form is the quickest way: it gives your complaint a reference at once, and you can attach up to five pictures or documents. If you email instead, please start the subject line with the word shown for your kind of complaint below, so it reaches the right queue. Emails from noreply@cuscato.com cannot be replied to and that address is not monitored. For questions, ideas and business enquiries that are not complaints, use the contact form.

Urgent: intimate images, impersonation and sexual content

Subject: URGENT. This channel is open at all times and is kept separate from the others. Use it if material on the Platform:

• shows you nude or partly nude, or in a sexual act or conduct;
• has been altered or fabricated to appear to show you; or
• impersonates you, including an account or listing in your name or likeness.

You do not need an account, and you may complain for someone else who is affected. Include a link, a screenshot, or the Storefront where the material appears. If you are in immediate danger, contact the police or report at cybercrime.gov.in.

Orders, Bookings and refunds

Use the complaint form, or email with the subject Order. The Merchant is the seller, so goods, food, services, prices, Invoices, payments, cancellations and refunds are for the Merchant to answer; please contact it first. Cuscato is not a party to your Order or Booking: we do not decide who is right, and we cannot make a Merchant deliver or give a refund. If you cannot reach the Merchant, or it does not put things right, complain to us and we will pass your complaint to it and ask it to respond; we may also act against a Merchant that breaks our terms. Your right to complain to a consumer commission is not affected.

A business complaining about a customer

A Merchant may complain about a customer - for example an order placed with false details, a booking nobody came to, or abuse of its staff - through the complaint form, choosing "I run a business". We may pass the complaint to the customer concerned and act against an account that breaks our terms, but we cannot make a customer pay: an unpaid order is for the business to recover from the customer.

Content on the Platform

Subject: Content. Use this to ask for material to be removed - for example a listing, description or image that is misleading, impersonates a person or business, infringes a trade mark or copyright, or is otherwise unlawful - or to complain about how we applied our terms. Say what the material is, where it appears, and why it should not be there. For trade mark, copyright and impersonation complaints, the Notice and Takedown Policy says what a notice must contain, and the form collects it.

If you are not satisfied with our decision on a content complaint, you may appeal to the Grievance Appellate Committee at gac.gov.in within thirty days. That right is given to you by the Information Technology Rules.

Your personal data

Subject: Privacy. Use this to ask for a copy of your data, to correct or erase it, to withdraw a consent, or to complain about how it was handled. Where the data belongs to an Order or Booking, the Merchant decides and we will pass your request on; otherwise we answer it ourselves. See the Privacy Policy.

Merchants

Each Merchant is a separate business. Its legal name, address, contact details and, where it has them, its GSTIN and FSSAI number are shown under "Seller information" on its Storefront, as the Merchant gives them; contact the Merchant there first about an Order, a Booking or a refund.

If you are outside India

You may use this page from any country. Where the law of your country gives you a right to complain to an authority there - for example a data protection supervisory authority or a consumer body - that right is not affected; the Privacy Policy, section 18, says more for your data.