Last Updated: 01 April 2026

Raksham is committed to providing a transparent, responsive, and customer-focused experience across its animal rescue, pet healthcare, and pet commerce services. Raksham is owned, managed, and operated by Yellow Tree ("Organization").

This Contact & Grievance Redressal Policy ("Policy") explains how users may contact Raksham, submit complaints, raise concerns, and seek resolution of issues relating to the Platform.

This Policy applies to Raksham's website, Android application, iOS application, and related services (collectively referred to as the "Platform").

1. Purpose

The purpose of this Policy is to:

• Provide users with accessible communication channels
• Ensure timely handling of complaints and concerns
• Establish a transparent grievance resolution process
• Address customer service, privacy, rescue, and commerce-related issues
• Promote accountability and user trust

2. Scope

Users may contact Raksham regarding matters including but not limited to:

Account Issues

• Login problems
• Registration issues
• Account updates
• Account deletion requests
• Unauthorized account access

Rescue Services

• Rescue reporting concerns
• Volunteer coordination issues
• Incorrect rescue information
• Rescue-related complaints

Orders and Commerce

• Order tracking
• Delivery issues
• Product quality concerns
• Refund requests
• Return requests
• Cancellation requests
• Prescription verification issues

Privacy and Data Protection

• Data access requests
• Data correction requests
• Data deletion requests
• Consent withdrawal requests
• Privacy complaints

Community Issues

• User misconduct
• Harassment
• Fraud reports
• Fake rescue reports
• Inappropriate content
• Community guideline violations

Technical Issues

• Website issues
• Android application issues
• iOS application issues
• Payment issues
• Performance issues

3. Customer Support Contact Details

For general assistance, users may contact Raksham through:

• Email: support@raksham.co
• Phone: +91 9717422477 | +91 9818187867
• Website: www.raksham.co
• Support Hours: 09:00 AM to 6:00 PM IST

4. Grievance Officer

In accordance with applicable laws and good governance practices, Raksham has designated a Grievance Officer to address user complaints and grievances.

Name: Purnima Khera
Designation: Grievance Officer
Email: purnima@raksham.co
Address: E-203, Ground Floor, New Rajinder Nagar, New Delhi – 110060

5. How to Submit a Complaint

Users may submit complaints through:

• Email
• Contact forms available on the Platform
• Customer support channels
• Official communication channels designated by Raksham

To facilitate prompt resolution, users should provide:

• Full name
• Registered email address
• Registered mobile number
• Order number or rescue case reference (if applicable)
• Description of the issue
• Relevant screenshots, documents, or supporting evidence

Incomplete information may delay investigation and resolution.

6. Complaint Handling Process

Upon receiving a complaint, Raksham may:

• Acknowledge receipt of the complaint
• Review available information
• Request additional details if required
• Investigate the matter
• Communicate findings and proposed resolution
• Close the complaint after resolution or final response

Resolution timelines may vary depending on the nature and complexity of the issue.

7. Response Timelines

Raksham aims to respond within the following indicative timelines:

These timelines are indicative and may vary depending on circumstances.

8. Privacy and Data Requests

Users may submit requests relating to:

• Access to personal data
• Correction of personal data
• Deletion of personal data
• Withdrawal of consent
• Account closure

Such requests will be handled in accordance with Raksham's Privacy Policy and applicable laws. Identity verification may be required before processing certain requests.

9. Fraud and Abuse Reporting

Users may report:

• Fraudulent activities
• Fake rescue reports
• Prescription fraud
• Payment fraud
• Account misuse
• Harassment
• Community policy violations

Raksham reserves the right to investigate reports and take appropriate action, including account suspension, order cancellation, content removal, or referral to relevant authorities where necessary.

10. Rescue-Related Complaints

Complaints relating to rescue activities may involve:

• Incorrect rescue information
• Volunteer conduct
• NGO coordination concerns
• Platform misuse

While Raksham may investigate such complaints, users acknowledge that volunteers, NGOs, and third-party participants generally act independently and may not be under Raksham's direct control.

11. Order and Delivery Complaints

For order-related issues, users should contact Raksham promptly and provide:

• Order number
• Product details
• Description of the issue
• Photographs (where applicable)

Claims relating to damaged, defective, incorrect, or missing products may be subject to timelines specified in the Refund, Return & Cancellation Policy and Shipping & Delivery Policy.

12. Escalation Process

If a user is not satisfied with the initial response from customer support, the matter may be escalated to the Grievance Officer. Escalated complaints should include:

• Original complaint details
• Reference number (if provided)
• Description of unresolved concerns

The Grievance Officer will review the matter and provide a response based on available information.

13. Abuse of the Complaint Process

Users must not misuse complaint mechanisms by:

• Submitting false complaints
• Providing misleading information
• Harassing staff or support teams
• Repeatedly submitting identical complaints without justification

Raksham reserves the right to restrict abusive or fraudulent complaint submissions.

14. Record Retention

Raksham may retain complaint records, communications, and supporting documentation for customer service purposes, legal compliance, dispute resolution, fraud prevention, and internal quality improvement. Retention practices are governed by Raksham's Privacy Policy.

15. Changes to This Policy

Raksham reserves the right to modify this Policy at any time. Updated versions will be published on the Platform with a revised "Last Updated" date. Continued use of the Platform after such updates constitutes acceptance of the revised Policy.

16. Contact Us

Organization: Yellow Tree
Platform: Raksham
Contact Person: Purnima Khera

E-203, Ground Floor, New Rajinder Nagar,
New Delhi – 110060

Business Hours: 09:00 AM to 6:00 PM IST

Phone: +91 9717422477 | +91 9818187867

Email: support@raksham.co

Website: www.raksham.co