Grievance Redressal

If something on Pados has gone wrong — an order, a shop, your data, content somebody posted, or Pados itself — this page tells you who to write to, what happens next, and by when.

It is published under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, both of which require a platform to name a real person and bind them to a timetable.

Grievance Officer

The timetable

Two sets of rules apply to Pados and they set different deadlines. Pados works to the tighter one in each case, so there is a single answer rather than an argument about which regime your complaint falls under.

If a complaint needs a shop to respond and the shop is slow, you will be told that rather than left waiting in silence.

How to complain

Write to pados.andaman@gmail.com from the email address on your Pados account. Include:

• your name and the phone number on your account;
• the order number, or the shop’s name, if it concerns an order;
• what happened, and what you want done;
• a screenshot or photograph if you have one.

Writing from the account’s own address is what lets us confirm the complaint is really yours. We will not act on an account, or a shop, on the word of an email we cannot verify.

Order and refund complaints — read this first

Raise it with the shop before you escalate. Pados is a marketplace: the shop is the seller, holds your money, and is the only party that can refund it. Most problems are settled in one phone call, and the order screen has a call button for exactly that.

If the shop will not engage, escalate here. Pados will take it up with the shop, tell you what they say, and — where a shop repeatedly ignores its customers — delist it. What Pados cannot do is pay you the shop’s money on the shop’s behalf; it never had it. The full explanation is in Cancellations & Refunds.

Complaints about content

To report a listing, photograph or description that is unlawful, deceptive, infringes your rights, or should not be on a marketplace, write to the officer with the shop name and the item. Tell us what is wrong with it and, if it is your intellectual property, enough for us to see that it is yours.

Content that is removed, and the account it came from, are recorded, because the IT Rules require an intermediary to keep that record.

Complaints about your personal data

Under the Digital Personal Data Protection Act, 2023 you can ask what personal data Pados holds about you, ask for it to be corrected or completed, ask for it to be erased, and complain about how it has been handled. Write to pados.andaman@gmail.com or to the officer above.

Erasure is usually faster done yourself, in the app or at padosandaman.in/delete-account. What survives a deletion, and why, is set out in the Privacy Policy.

If Pados does not resolve it

You are not out of options, and none of these require our permission:

• National Consumer Helpline — 1915, or consumerhelpline.gov.in.
• Your District Consumer Disputes Redressal Commission, under the Consumer Protection Act, 2019. A complaint can be filed where you live.
• The Data Protection Board of India, for a data-protection grievance Pados has not answered.
• Cyber Crime Portal — cybercrime.gov.in, for anything criminal.

If you are taking a complaint to any of these about a shop, ask us and we will give you that shop’s registered details and your own order record.