Redressal Mechanism Policy
Last Updated: Monday, 2nd March 2026 22:00hrs IST

KMછો Canine-Fresh Dog Meal Delivery

At KMછો Canine (hereinafter referred to as the “Company”), we prioritize the satisfaction, safety and health of your pets. This Redressal Mechanism Policy outlines the process for addressing complaints, concerns, or grievances related to our services, meals, deliveries, or subscriptions.

1. SCOPE

This policy applies to all customers, pet parents and authorized caregivers using KMછો Canine services, including home deliveries, subscription plans and community feeding programs. The policy covers complaints related to: Quality or safety of meals, Delivery delays, failures or mishandling, Subscription or billing disputes, Customer service concerns.

2. SUBMISSION OF COMPLAINTS

2.1 Complaints must be submitted within seven (7) days of the date of delivery or incident. Customers may submit complaints through the following channels:

  1. Email: [email protected]
  2. Phone/WhatsApp: +91 70437 59777
  3. In-person at our kitchen: 62, Highway Mall, Chandkheda, Ahmedabad, GJ 382424

2.2 Complaints must include Customer name, contact details, Order ID or subscription details, Description of the issue including photos if relevant.

3. ACKNOWLEDGMENT

The Company will acknowledge receipt of the complaint within 24 hours of submission. An initial assessment will be made, and the customer will be informed of the expected resolution timeframe.

4. INVESTIGATION AND RESOLUTION

4.1 The Company shall investigate complaints promptly and fairly. Resolution may include, following review and verification :

  1. Replacement of meals or subscription units,
  2. Refunds for affected orders or services,
  3. Adjustment or credit towards future orders,
  4. Guidance for proper handling or feeding practices.

4.2 The Company shall make reasonable efforts to resolve complaints within seven (7) business days.

5. REFUNDS AND CREDITS

5.1 Refunds will only be issued for valid complaints verified by the Company. Approved refunds shall be processed within 7-10 business days from confirmation of eligibility. Refunds or credits may not apply in cases of:

  1. Improper storage or mishandling after delivery,
  2. Customer refusal to accept delivery without valid reason,
  3. Delays or failures caused by external factors (force majeure, traffic, weather, etc.), Partial consumption or alteration of meals

5.2 Refunds will be processed using the original payment method or as store credit, at the Company’s discretion.

6. SUBSCRIPTION ISSUES

For subscription-related grievances (delivery, billing, or customization) Customers must notify the Company at least 24 hours prior to the scheduled delivery. Failure to notify within the stipulated timeframe may result in the delivery being processed and billed as scheduled.

7. POLICY AMENDMENTS

The Company reserves the right to modify, amend, or update this Redressal Mechanism Policy at any time without prior notice. The version in effect at the time of the complaint shall govern the resolution process.

8. CUSTOMER RESPONSIBILITIES

Customers are responsible for providing accurate order details, delivery addresses, and contact information. Customers must follow handling and storage instructions to preserve meal quality. Customers must provide truthful information and cooperate during the investigation of complaints.

9. ESCALATION MECHANISM

9.1 If a complaint is not resolved to the customer’s satisfaction within seven (7) business days, it may be escalated to the Company’s Customer Redressal Officer:

  1. Name: Anamitra Dasgupta
  2. Email: [email protected]
  3. Phone: +91 70437 59777

9.2 The Customer Redressal Officer shall provide a final response within ten (10) business days from the date of escalation.

10. GOVERNING LAW

This Redressal Mechanism is established in accordance with the applicable Indian laws, including the consumer protection act, 2019. Nothing in this policy shall limit any statutory rights available to consumers under applicable law. Prior to approaching the courts, the parties agree to make reasonable efforts to resolve disputes amicably. All disputes arising from complaints, resolutions, or the interpretation of this policy shall be subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat.

11. CONTACT INFORMATION

For complaints or grievances:

KMછો Canine
62, Highway Mall
Ahmedabad, Gujarat 382424
India

Phone: +91 70437-59777

Website: www.kmcho.co.in

Email: [email protected]