Support Policy

Version 1.0 · Last updated July 2026

How to reach ResQbag support, what we commit to, and how quickly. Support is provided by email, in English and Kannada, and is free.

1. How to Reach Us

Email	support@resqbag.in
In app	Profile → Help & Support
Hours	Monday to Sunday, 9:00–21:00 IST
Languages	English, Kannada
Cost	Free — we never charge for support

Always include your registered mobile number and, where relevant, your order ID. ResQbag will never ask you for your OTP, password, or full card details — anyone who does is not us.

2. Response Targets

Acknowledgement	Within 24 hours
Food safety or allergen incident	Same day — treat as urgent, email immediately
Payment debited, order not confirmed	Within 24 hours; resolved within 5 business days
Refund or cancellation query	Within 48 hours
General query or bug report	Within 7 working days
Grievance under IT Rules 2021	Acknowledged 24 hours, resolved within 15 days

3. Time-Sensitive Matters

Some issues have hard deadlines under our Refund Policy: food-quality complaints must reach us within 2 hours of collection with photographic evidence, and a payment debited without confirmation must be reported within 24 hours. Contact us inside those windows even if you cannot gather full details yet.

4. Escalation

If you are not satisfied with a resolution, reply to the same support thread with ESCALATE in the subject line. A senior reviewer responds within 5 business days. Beyond that, you may contact our Grievance Officer (support@resqbag.in), the National Consumer Helpline on 1915, or consumerhelpline.gov.in. For data-protection matters unresolved after 30 days, you may approach the Data Protection Board of India.

5. What Support Cannot Do

Guarantee that a specific Rescue Bag or merchant will be available
Override the refund windows set out in the Refund Policy
Reverse an account deletion once it has been carried out
Provide allergen guarantees on behalf of a merchant — contact the merchant directly before collecting