Grievance redressal

1.1This notice sets out how Nutrify Private Limited, which runs The Composta, receives and resolves complaints. It takes account of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection (E-Commerce) (Amendment) Rules, 2026, the Information Technology Act, 2000 and the rules made under it for the protection of sensitive personal data, and the Digital Personal Data Protection Act, 2023 and its 2025 Rules.

1.2The E-Commerce Rules, 2020 ask a seller to appoint a grievance officer, to acknowledge a complaint within 48 hours and to resolve it within one month. The 2026 amendment, which applies from 1 January 2027, adds that the officer gives the complainant a copy of the complaint as recorded. The Information Technology rules on sensitive personal data ask for a Grievance Officer who addresses complaints within one month. We work to these times already.

2.1Designation: Grievance Officer.

2.2Complaints are handled by the person who holds the post of Grievance Officer at the time. Write to the post, at the contact details below, and your complaint reaches whoever holds it.

2.3Address: 1st Floor, Plot No. B & B1, Vanijya Nikunj, Enkay Centre, Udyog Vihar Phase 5, Gurugram, Haryana 122016, India.

2.4Email: support@thecomposta.com. Phone and WhatsApp (mobile): +91 90535 19734. Hours: Mon to Sat, 9 am to 6 pm IST.

2.5The Grievance Officer also handles requests and complaints about personal information (see our Privacy policy).

3.1The Grievance Officer receives every complaint, records it with a reference number, acknowledges it, finds out what happened, decides what we will do about it and replies to you in writing.

3.2The Grievance Officer has the authority to offer a replacement, a credit, a refund or an explanation, and to ask other members of the team for what is needed to resolve the complaint. Every complaint and its outcome is recorded.

3.3A complaint that reaches us through the National Consumer Helpline, a consumer commission or any other route is handled in the same way, and by the same times, as one made to us directly.

4.1Write to the email address above, or phone or message us on WhatsApp, and include:

1. your name and the email address or phone number you used with us;
2. your order or quotation reference, if you have one;
3. what went wrong, when it happened and what you would like us to do;
4. photos, videos or documents that help, such as photographs of damaged goods.

4.2You can write in English or Hindi. You do not need a lawyer, and there is no charge.

5.1We acknowledge your complaint within 48 hours. The acknowledgement gives it a reference number and includes a copy of the complaint as we have recorded it, so that you can check we have understood it. If anything is wrong, tell us and we correct the record.

5.2The Grievance Officer looks into it, may ask you for more information, and resolves it within one month of receiving it. If it will take longer, we tell you why and when to expect an answer, before the month is up.

5.3We reply in writing with what we found and what we will do, such as a replacement, a credit, a refund or an explanation, and we record the outcome.

6.1Reply to our answer and ask for it to be reviewed. Mark the subject "Escalation" and send it to contact@thecomposta.com. A senior member of the team who was not involved will review it and reply within 15 days.

7.1You are always free to use other routes, whether or not you have used ours, and nothing in our terms stops you:

1. National Consumer Helpline: call the toll-free number 1915 (8 am to 8 pm), or send a WhatsApp or text message to +91 88000 01915, or use consumerhelpline.gov.in, the helpline's app or the UMANG app;
2. the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, which you can approach online through e-Jagriti (e-jagriti.gov.in). e-Jagriti replaced e-Daakhil for filing consumer cases from 1 January 2025. A complaint to a consumer commission has to be filed within two years of the problem arising;
3. if you are in the United Kingdom, the Information Commissioner's Office for a complaint about personal data, and if you are in Germany, the data protection authority of your state;
4. if you are elsewhere outside India, your local consumer or data protection authority.

8.1Until May 2027, complaints about how we handle your personal information are covered by the Information Technology Act, 2000 and the rules made under it, and we handle them through this process.

8.2The Digital Personal Data Protection Act, 2023 and its 2025 Rules take full effect in May 2027. From that date, this same process is how you exercise your rights under the Act and make a complaint about your personal data. We aim to resolve these complaints within one month, which is well inside the 90 days the Rules allow at most.

8.3The Act provides for a Data Protection Board of India, which you may approach once you have used our grievance process and it has not resolved the matter. The Board is still being set up and we cannot give you an address for it yet. We will add it to this notice once the Board is operating and its complaint route is published.

8.4If you are in the United Kingdom, we acknowledge a data protection complaint within 48 hours, which is inside the 30 days UK law allows, and we answer it without undue delay.

9.1We send payment details only with a quotation, and we confirm them by phone if you ask. Please check payment details with us by phone before you pay, and never act on a change of our bank account that reaches you only by message or email.

9.2If someone has pretended to be us to take a payment, tell your bank straight away, report it to the National Cyber Crime Reporting Portal (cybercrime.gov.in) or the cyber crime helpline 1930, and tell us at the address above so that we can help.

10.1Raising a complaint will never affect how we treat you. We keep complaints and your personal information confidential and use them only to resolve the complaint, improve our service and meet our legal duties.