Grievance Redressal

You may contact Cakesify for grievances relating to:

• difficulty using the Cakesify Platform;
• payment or checkout issues;
• order status, refund, or cancellation concerns where platform assistance is required;
• incorrect, misleading, or unlawful content displayed on a Cakesify storefront;
• seller account, subscription, billing, or access issues;
• privacy, personal data, or data rights requests;
• suspected fraud, misuse, impersonation, or abuse of the Platform;
• any complaint that requires escalation beyond the Seller.

For product quality, preparation, packaging, delivery, pickup, or fulfilment issues, Buyers should first contact the relevant Seller. Cakesify may assist as a facilitator and may escalate or act where required under applicable law, platform policies, payment rules, or consumer protection requirements.

For complaints or grievances, you may contact our Grievance Officer using the details below.

To help us review your complaint quickly, please include:

• your full name and contact details;
• order ID, seller or store name, or account details, if applicable;
• a clear description of the issue;
• relevant screenshots, photographs, receipts, payment references, or communication records;
• the resolution you are requesting, where applicable.

Incomplete information may delay review or resolution.

We will acknowledge consumer complaints within 48 hours of receipt, and will endeavour to resolve complaints within one month from the date of receipt, in accordance with applicable Indian e-commerce consumer protection requirements.

Some complaints may require coordination with the Seller, payment gateway, a delivery partner arranged by the Seller, a bank, or another third party. In such cases, resolution may depend on information or action from those parties.

Sellers on Cakesify are independent food businesses. Complaints relating to product preparation, ingredients, taste, design, packaging, delivery, pickup, service area, or fulfilment are primarily the responsibility of the concerned Seller.

Cakesify may assist by forwarding the complaint to the Seller, requesting clarification, facilitating communication, assisting with platform-level refunds where applicable, or taking action under Cakesify policies if a Seller violates applicable law or platform terms.

For payment failures, duplicate payments, refund delays, chargebacks, or payment gateway issues, Cakesify may coordinate with the payment gateway and the relevant Seller.

Refunds and cancellations are handled in accordance with our Refund & Cancellation Policy, Seller terms, payment gateway rules, and applicable law.

For requests relating to personal data, privacy, correction, deletion, consent withdrawal, or data rights, you may contact our Grievance Officer at grievances@cakesify.com. Such requests will be handled in accordance with our Privacy Policy and applicable Indian data protection law.

If you believe a Cakesify storefront, seller listing, user account, or platform content is fraudulent, misleading, unlawful, infringing, abusive, or harmful, please report it to grievances@cakesify.com.

Cakesify may review the complaint and take appropriate action, including requesting clarification, disabling content, restricting account access, suspending a seller account, or taking other action permitted under law and Cakesify policies.

Receiving, reviewing, forwarding, or assisting with a complaint does not mean that Cakesify admits liability for the acts, products, services, delivery, pickup, or fulfilment of any Seller. Cakesify's role is limited to providing technology infrastructure, except where responsibility arises from Cakesify's own breach, platform error, wilful misconduct, gross negligence, or obligations that cannot be excluded under applicable law.

This Grievance Redressal page should be read together with our:

• Terms and Conditions
• Seller Terms (Seller Platform Agreement)
• Privacy & Data Rights Policy
• Refund & Cancellation Policy
• Delivery & Pickup Policy