This mechanism is published in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection (E-Commerce) Rules, 2020.
Step 1 — Support first
In plain wordsMost problems are fixed fastest by support. Start there.
Raise the issue via the Support page, in-app support, or founder@salowa.com. You will receive an acknowledgement with a ticket number. Most issues — billing, access, bugs, refund requests — are resolved here.
Step 2 — Grievance Officer
In plain wordsNot resolved, or serious? Write to our named Grievance Officer. Your complaint is acknowledged within 24 hours and resolved within 15 days.
Grievance Officer: Shubham Sonar
Designation: [GRIEVANCE_OFFICER_DESIGNATION]
Email: founder@salowa.com
Phone: [GRIEVANCE_PHONE]
Registered office: Mcartus Technologies, 4th Floor, Silvia Building, Pancard Club Road, Baner, Pune 411045, Maharashtra, India
Include: your name and registered email, salon/account name, ticket number (if any), a clear description of the grievance, and the outcome you seek.
Committed timelines (per IT Rules, 2021):
| Stage | Timeline |
|---|---|
| Acknowledgement of your complaint | Within 24 hours |
| Resolution of the grievance | Within 15 days of receipt |
| Requests to remove content of specified serious categories (where applicable) | Acted on within 72 hours |
| Data-rights requests under the DPDP Act (access, correction, erasure, consent withdrawal) | Within 30 days |
If a grievance needs longer for genuine technical or legal reasons, we will tell you why and give a revised date before the deadline passes — silence is not an outcome.
Step 3 — Escalation beyond Salowa
In plain wordsIf you are still unsatisfied, Indian law gives you independent forums — and we will tell you honestly that they exist.
- Data protection: complain to the Data Protection Board of India under the DPDP Act, 2023, after first approaching our Grievance Officer.
- Consumer disputes: the National Consumer Helpline (1915 / consumerhelpline.gov.in) or the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
- Payment disputes: unresolved payment issues may also be raised with your bank or through the RBI’s ombudsman schemes, in addition to the gateway’s (Razorpay’s) grievance process.
Salon customers (Data Principals of a salon)
In plain wordsIf a salon holds your record in Salowa, the salon is your first stop — but our Grievance Officer will make sure your request reaches them and gets a response.
If your grievance concerns data a salon keeps about you in Salowa, the salon is the Data Fiduciary responsible for it. Write to the salon first. If you contact us instead, we will forward your request to the salon within 7 working days and assist it in responding within the legal 30-day window. If the salon does not respond, our Grievance Officer will follow up and tell you your escalation options.
Record of grievances
Every grievance receives a unique reference number and a written closure note stating what was decided and why. We retain grievance records for at least 3 years.