Daily Flowers Grievance Redressal Policy

Effective date: [EFFECTIVE DATE — TO BE CONFIRMED ON PUBLICATION] · Version: 1.0.0

Daily Flowers India Pvt. Ltd. (Daily Flowers, we, us) operates the website https://dailyflowersai.com and the Daily Flowers mobile applications (the Platform). This Policy explains how anyone affected by the Platform can raise a complaint, how we deal with it, how quickly we respond, and what you can do if you are not satisfied. Using this Policy is free, and it does not affect your right to approach a Consumer Commission, a regulator or a court at any time.

Part 1 — Purpose and scope

1.1 Purpose

This Policy sets up a single, accessible and time-bound grievance mechanism for the Platform. It is designed to meet the obligations of Daily Flowers as an e-commerce entity under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as an intermediary (to the extent it is one) under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and as a Data Fiduciary and body corporate handling personal data under the Digital Personal Data Protection Act, 2023, the DPDP Rules, 2025 and, until they are replaced, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.

1.2 Who may use this Policy

• customers, whether they bought a Daily Flowers product or a product from an independent seller on the Platform;
• gift recipients;
• visitors and users of the Platform;
• any person affected by a listing, review, image or other content on the Platform;
• any person whose personal data we process, or their nominee, parent or lawful guardian; and
• under Part 12, independent sellers, franchise operators, suppliers and delivery partners.

1.3 What is a grievance

A grievance is any expression of dissatisfaction about the Platform, a product, an order, a seller, a delivery, a payment or refund, a promotion, content on the Platform, the conduct of our staff or partners, or our handling of personal data, where a response or resolution is expected. Every grievance is recorded and handled under this Policy, whether it arrives as a formal complaint or as a routine support request.

Part 2 — Grievance Officer and contacts

2.1 Grievance Officer

The Grievance Officer is a senior employee of Daily Flowers with authority to investigate complaints, obtain information from any team, seller or partner, and direct remedies. The Grievance Officer's name, designation and contact details are displayed on the Platform — on the home page or on a page reachable directly from it — and in every order confirmation.

2.2 Other designated contacts

Part 3 — How to raise a grievance

3.1 Channels

3.2 What to include

To help us act quickly, please give: your name and registered mobile number; the order number, product or content concerned; what went wrong and when; what outcome you are seeking; and photographs, screenshots or documents where relevant. For fresh flowers and food, photographs taken on delivery are particularly helpful. We will not refuse a complaint because some information is missing — we will ask for what we need.

3.3 Accessibility and language

You may write to us in English or [ADDITIONAL LANGUAGES — TO BE CONFIRMED BY MANAGEMENT]. If you have a disability or difficulty using a channel, tell us and we will help you raise and follow the complaint in another way, including by telephone. A person may complain on your behalf with your authority; a parent or lawful guardian may complain for a child or for a person with disability under guardianship; a nominee may complain about personal data after the death or incapacity of the person concerned.

3.4 Reporting content concerning a person's privacy or dignity

If content on the Platform exposes the private area of any individual, shows an individual in full or partial nudity or in a sexual act, or impersonates an individual (including by artificially morphed images), the affected individual or anyone on their behalf may report it through any channel in Part 3.1, marking it "urgent — personal content". We treat such reports under the fastest timeline in Part 5.

Part 4 — Acknowledgement and ticket number

Every grievance receives a unique ticket number when it is recorded, which we send to you with our acknowledgement. You can use the ticket number to follow the status of your complaint in your account or by contacting customer support or the Grievance Officer. We will keep you informed when the status changes, and we will not close a ticket without telling you the outcome and the reasons.

Part 5 — Timelines

We apply the shortest timeline that the law sets for each kind of grievance. Timelines run from the date we receive the grievance through any channel in Part 3.

Perishable orders. For fresh flowers, cakes and other perishable products, a quality or delivery complaint made on the delivery date is treated as a priority, because a same-day replacement may still be possible. Our internal service standards for first response and resolution are set out in Schedule 1 and are shorter than the legal maxima above.

Part 6 — Escalation levels

Escalating internally never extends the legal timelines in Part 5, and does not prevent you from using the external routes in Part 11 at the same time.

Part 7 — How we investigate and decide

1. Fair review. We look at the evidence you provide, our order, payment and delivery records (including delivery code confirmations, handover photographs and delivery-attempt records), and any information from the seller, fulfilment partner or delivery partner involved.
2. Evidence. We may ask for photographs or, for gifts, the return of the product. We do not ask for more than is reasonably needed, and a lack of photographs is not on its own a reason to reject a complaint.
3. Involving sellers and partners. Where an independent seller or partner is involved, we share the complaint with them and ask for their response within [SELLER RESPONSE PERIOD — TO BE CONFIRMED BY MANAGEMENT], so that the overall timeline in Part 5 is met. A seller's failure to respond does not delay our decision.
4. Remedies. Depending on the case, remedies include a replacement, a redelivery, a full or partial refund, store credit if you choose it, correction of a record, removal of content, an apology, and action against a seller or partner. Remedies follow the Daily Flowers Refund Policy, Replacement Policy, Cancellation Policy and Delivery / Shipping Policy, and never reduce your legal rights.
5. Reasons. We tell you our decision in writing, with reasons and the next escalation step.
6. No conditions. We never make a refund or remedy conditional on you withdrawing a complaint to an authority, giving a positive review, or agreeing not to discuss the matter.
7. No retaliation. Making a complaint in good faith never affects how we treat you.

Part 8 — Complaints about products sold by independent sellers

When you buy from an independent seller on the Platform, that seller is responsible for its product and has its own grievance officer, whose details are shown with the seller's information on the Platform. You do not have to find or contact the seller: you may bring every complaint to Daily Flowers, and we will record it, coordinate with the seller, and make sure it is answered within the timelines in Part 5. If you need the seller's details to pursue a complaint elsewhere, we will give them to you on request. Where a refund is due to you for a seller's product, we process it through the Platform in the same way as for our own products.

Part 9 — Complaints about content, and the Grievance Appellate Committee

If you complain about a listing, review, image or other content on the Platform, we will assess it against our Customer Terms & Conditions, our seller policies and the law, and remove or disable access to content that breaches them, or explain why we have not done so. Where we remove content that a person posted, we tell that person and give them an opportunity to seek reconsideration, where the law requires.

If you are dissatisfied with the Grievance Officer's decision on a complaint that falls under the Intermediary Rules, you may appeal to the Grievance Appellate Committee established by the Government of India, within thirty days of receiving our decision, through https://gac.gov.in. We comply with the Committee's orders.

Part 10 — Grievances about personal data

Grievances about how we collect, use, share, protect or retain personal data, and requests to access, correct, complete, update or erase personal data, withdraw consent or nominate someone, are handled by the Grievance Officer under the Daily Flowers Privacy Policy and the timelines in Part 5. Under section 13(3) of the Digital Personal Data Protection Act, 2023, you must use this grievance process before complaining to the Data Protection Board of India. If you remain dissatisfied, or we do not respond within the time required, you may complain to the Board through its online portal ([DATA PROTECTION BOARD COMPLAINT PORTAL URL — TO BE CONFIRMED]).

Part 11 — External routes that are always open to you

Daily Flowers will endeavour, on a best-effort basis, to participate in the National Consumer Helpline convergence programme so that complaints registered with the Helpline reach us directly.

Part 12 — Grievances from sellers, partners and delivery partners

12.1 Scope

Independent sellers, franchise operators, registered flower partners, food and gift sellers, suppliers, delivery companies and individual delivery partners may raise grievances about onboarding and verification decisions, listing or delisting, settlement statements and deductions, suspension, the conduct of Daily Flowers staff or customers, safety concerns, and the handling of their personal data.

12.2 How partner grievances are handled

1. Raise it through the partner support channel in the partner or delivery app, or by email to [PARTNER SUPPORT EMAIL — TO BE CONFIRMED BY MANAGEMENT].
2. Acknowledgement and ticket within [PERIOD — TO BE CONFIRMED BY MANAGEMENT], with a ticket number.
3. Resolution within [PERIOD — TO BE CONFIRMED BY MANAGEMENT]. Settlement disputes are corrected through adjustment entries in a later statement; a closed statement is never silently changed.
4. Escalation to the Grievance Officer and then to the dispute-resolution process in the partner's agreement with Daily Flowers.
5. Safety first. A delivery partner who reports a safety threat, harassment or an accident is helped immediately, and may decline or stop a job without penalty while the report is dealt with.
6. Personal data of partners and their staff is handled under the privacy notice given with their agreement and the timelines in Part 5.

12.3 Customer complaints about a seller or partner

When a customer complaint concerns a seller or partner, we give the seller or partner a fair opportunity to respond. Any consequences for the seller or partner — such as an adjustment, delisting or suspension — follow the terms of its agreement with Daily Flowers.

Part 13 — Records, reporting and review

13.1 Grievance register

We keep a register of every grievance, recording: ticket number; date and time received; channel; complainant category; the order, product, seller, partner or content concerned; grievance type; dates of acknowledgement, escalation and resolution; the decision and reasons; remedy provided; and whether the legal timeline was met. Records are kept for [RETENTION PERIOD — TO BE CONFIRMED BY MANAGEMENT], or longer if a dispute or proceeding is pending, and are protected as described in the Daily Flowers Privacy Policy.

13.2 Monitoring

The Grievance Officer reviews grievance volumes, timelines, repeat complaints and root causes at least [FREQUENCY — TO BE CONFIRMED BY MANAGEMENT] and reports to senior management. Repeated complaints about a seller, product or partner are used to improve quality and may lead to action under the relevant agreement. We record sellers who repeatedly offer goods or services that have previously been removed or restricted for breach of law or our policies, so that we can take appropriate action.

13.3 Training and review of this Policy

Staff who handle grievances are trained on this Policy and on consumer and data-protection rights. We review this Policy at least once a year and whenever the law changes.

Part 14 — Complaints made in bad faith

We handle every complaint on its merits. Where a person repeatedly makes complaints that are shown to be false or intended only to obtain refunds or credit to which they are not entitled, we may, after telling them and considering their response, apply the measures described in the Customer Terms & Conditions. This does not affect genuine complaints or any right to approach an external authority.

Part 15 — Changes to this Policy

We publish each version of this Policy, with its version number and effective date, in the Legal & Agreements Centre at https://dailyflowersai.com/legal, and keep earlier versions available there. Changes do not affect grievances already raised, which are handled under the version in force when they were received unless a later version is more favourable to the complainant.

Schedule 1 — Items to be confirmed by management before publication

Annexure — Legal basis and review notes

Statutes and rules relied on

Open review points

1. Intermediary status (interpretive). Confirm whether the Intermediary Rules timelines apply to independent sellers' listings and customer reviews (Part 5, Part 9).
2. Appointments (regulatory requirement). Grievance Officer, nodal contact person and data-questions contact must be appointed and published before launch of this Policy.
3. Internal standards (business decision). OD-054 and OD-067 values in Schedule 1.
4. External contacts (advisory). Re-verify helpline numbers and portal addresses on the publication date; add the Data Protection Board portal once available.
5. Consistency. The Customer Terms & Conditions (Part 21) and Privacy Policy (Part 12) must carry the same Grievance Officer details and timelines as this Policy.