Grievance Redressal

Thriftr is operated by Blinc, a sole proprietorship registered in Jaipur, Rajasthan, India ("Thriftr", "we", "us"). This page explains how to raise a complaint and how we resolve it, in line with the Consumer Protection (E-Commerce) Rules 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and the Digital Personal Data Protection Act 2023.

Most issues are fastest to resolve in the app — open the relevant order to start a return, cancellation, or support conversation. To raise a formal grievance you can:

• Open a support conversation in the Thriftr app, or
• Email us at grievance@thriftr.shop with your order ID and a description of the issue.

Please include enough detail to identify your account and the order or content concerned (for example, your registered phone/email and the order ID).

In accordance with the rules referenced above, our Grievance Officer can be reached at:

Different laws set different clocks, so the timeline depends on what your grievance is about:

• Complaints about content on Thriftr (a listing, photo, review, or message that violates our prohibited-content rules or your rights) — acknowledged within 24 hours and disposed of within 15 days, as required of intermediaries by the IT Rules 2021.
• Content showing non-consensual intimate imagery or sexual material impersonating a person — removed within 24 hours of a complaint by the affected person or someone on their behalf.
• Consumer complaints (orders, returns, refunds, seller conduct) — acknowledged within 48 hours and resolved within one month (30 days), per the Consumer Protection (E-Commerce) Rules 2020.
• Data-protection grievances under the DPDP Act 2023 — responded to within the timelines prescribed by that Act and its rules.

If your grievance is not resolved to your satisfaction, you may escalate to the National Consumer Helpline (1915) or the appropriate Consumer Disputes Redressal Commission, and — for data-protection matters — to the Data Protection Board of India once constituted under the DPDP Act 2023.