This Policy implements the grievance mechanisms the law requires of an intermediary and a marketplace e-commerce entity — Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4(4)–(5) of the Consumer Protection (E-Commerce) Rules, 2020, and Section 13 of the DPDP Act, 2023 — and commits to the strictest of their timelines for everything.
1. The officer
Particular
Detail
Designation
The Grievance Officer, Yagyanam
Reach
hello@yagyanam.com · +91 99997 00117 · Support → Track or raise a request
Seat
Gurugram, Haryana, India (resident in India, as the Rules require)
Scope
Content, consumer, payment, expert-conduct and data-protection grievances alike
2. The path and the clock
1Care TeamSupport page · ticket number issued · acknowledged within 24 hours2Grievance Officerunresolved or serious matters · written decision within 15 days3Beyond the PlatformData Protection Board · consumer commissions · arbitration
Stage
Bound time
What you receive
Acknowledgement
Within 24 hours of receipt
Ticket number, named handler, expected-by date
Resolution — general and consumer grievances
Within 15 days of receipt
A written, reasoned decision in your request's timeline
Content the law lists for expedited handling
As the IT Rules prescribe, up to 72 hours for removal classes so listed
Confirmation of action taken
Data-protection grievances
Within 15 days
A written decision; then the Data Protection Board of India if unsatisfied
3. What to include
The booking or ticket reference, the expert or content concerned, and what outcome would set the matter right.
Anything you choose to share from your own conversation — remember the chat lock: only you can bring conversation content to us.
Nothing else is needed; your identity and history are already on the record you raised the ticket from.
4. How matters are decided
On the record: booking data, payment references, dispatch and delivery data, profile representations, and what the parties voluntarily submit.
Both sides are heard where a grievance accuses an expert or a seeker; interim holds under the Settlement Policy protect the money meanwhile.
Decisions carry reasons, and repeat systemic causes feed back into the Codes and this constitution.
No retaliation: raising a grievance in good faith can never itself be a ground for account action.
5. Beyond the Platform
Consumer matters: the District, State and National Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019, and the National Consumer Helpline (1915), remain fully open to you at all times.
Personal-data matters: the Data Protection Board of India, after exhausting this Policy's 15-day window, under the DPDP Act, 2023. The Board is fully digital — complaints are filed online and tracked through its portal and mobile application — and appeals from its decisions lie to the Telecom Disputes Settlement and Appellate Tribunal (TDSAT).
Contractual disputes: arbitration as Section 16 of the Terms & Conditions provides.
Nothing in this Policy is a precondition that limits any forum the law gives you.