Contact & Grievance Redressal

Last updated: [LAST UPDATED DATE]

This page brings together our legal identity, the mandatory disclosures required of an e-commerce entity and an intermediary in India, and every channel you can use to reach us or raise a complaint. Please read it together with our Terms of Service, Privacy Policy, Refund & Cancellation Policy and Disclaimer.

1. Who we are (and our role)

househelp is an introduction and facilitation service operating in Delhi NCR (Delhi, Gurgaon and Noida). We connect households with individuals who are looking for and willing to do household work — cooks, cleaners, nannies, drivers and elder-care attendants — and who already know the basic tasks. We facilitate an introduction and an interview; you decide whom to hire.

We are a facilitator and intermediary only — not the employer of any worker and not your agent. We do not guarantee the quality, character or background of any worker. This positioning is explained fully in our Disclaimer and Terms of Service.

2. Company and legal identity

We are registered under GST and issue a GST-compliant tax invoice for our own service charges (the placement facilitation fee, optional add-ons and the HelpCare Plus subscription). Salary paid by a household directly to a worker is not our supply and is not part of our invoice.

3. Nodal Person of Contact (Consumer Protection (E-Commerce) Rules, 2020)

Our Nodal Person of Contact is resident in India and is responsible for ensuring compliance with the Consumer Protection Act, 2019 and the rules made under it:

• Nodal Officer: [NODAL OFFICER NAME]
• Email: [GRIEVANCE EMAIL]
• Phone: [PHONE]
• Address: [REGISTERED ADDRESS]

4. Grievance Officer

We have appointed a Grievance Officer, resident in India, to receive and resolve complaints — including consumer grievances, complaints about content on the platform under the Information Technology Rules, and data-protection grievances under the DPDP Act. (These roles may be held by the same person.)

• Grievance Officer: [GRIEVANCE OFFICER NAME]
• Designation: [GRIEVANCE OFFICER DESIGNATION]
• Email: [GRIEVANCE EMAIL]
• Phone: [PHONE]
• Address: [REGISTERED ADDRESS]

5. How to raise a grievance

1. Email or call our Grievance Officer using the details above (or write to us at [SUPPORT EMAIL]).
2. Please include: your name, your registered mobile number/email, any booking or payment reference, a clear description of the issue, and what you would like us to do.
3. We will register your complaint and give you a complaint reference (ticket) number so you can track its status.
4. We will keep you updated and confirm in writing when the complaint is resolved.

6. Our response timelines

We commit to the timelines below and, where more than one applies to the same complaint, we apply the stricter one.

We also act on valid orders from a court or an authorised government agency within the time the law requires.

7. Data protection — contact and escalation

We are the Data Fiduciary for the personal data we collect (see our Privacy Policy). For any question, request or complaint about how we process your personal data — including to access, correct, update, erase your data, withdraw consent, or nominate someone to act for you — contact our Grievance Officer above, who is our point of contact for data-protection queries.

Escalation: if you are not satisfied with our response, you may escalate to the Data Protection Board of India under the DPDP Act. You do not need a lawyer or need to pay a fee to approach the Board.

8. Prohibited content and how to report it

Users must not post or share content that is unlawful, obscene, paedophilic, invasive of privacy, harmful to a child, infringes intellectual property, impersonates another person, is patently false and shared to mislead or harm, threatens the sovereignty, integrity, security or public order of India, or contains viruses or malicious code. The full list is in Section 9 of our Terms of Service.

If you come across such content — or a worker profile you believe is false, misleading or objectionable — report it to our Grievance Officer. We will review it and, where appropriate, remove or correct it, and we will act within the timelines in Section 6.

9. Regulatory and consumer resources

• National Consumer Helpline: call 1915 or visit the INGRAM / consumer-helpline portal of the Department of Consumer Affairs.
• Consumer Disputes Redressal Commissions: you retain the right to approach the appropriate District, State or National Commission under the Consumer Protection Act, 2019.
• Data Protection Board of India: for unresolved data-protection grievances under the DPDP Act, 2023.

Using these channels is your statutory right and is not taken away by our Terms.

10. Related policies

• Privacy Policy — how we collect, use, share and protect your personal data.
• Terms of Service — the agreement governing your use of the platform.
• Refund & Cancellation Policy — fees, cancellations and refunds.
• Disclaimer & Limitation of Liability — what we do and do not guarantee.

[LEGAL ENTITY NAME] · CIN: [CIN/REGISTRATION NUMBER] · GSTIN: [GSTIN] · [REGISTERED ADDRESS] · [WEBSITE URL]