1. Our Grievance Officer
We have appointed a Grievance Officer as required by the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Customers, salon owners, field agents and anyone else can use this process.
- Name
- Neeraj Kumar
- Designation
- Grievance Officer, BukSalon
- contact@buksalon.in
- Phone
- +91 99393 68248
- Address
- Neeraj Kumar, Grievance Officer, BukSalon, Jhumri Telaiya, Koderma, Jharkhand 825409, India
2. How to make a complaint
- Email (best, because it gives both of us a written record): write to contact@buksalon.in with "Grievance" in the subject line.
- Phone: call +91 99393 68248. We may ask you to send the details by email too.
- Post: write to the address above.
Please include
- Your name and the mobile number registered on BukSalon.
- The salon's name, if your complaint is about a visit or booking.
- The booking date and your token number.
- For a payment to BukSalon (for example a salon plan): the amount, the date and the 12-digit UPI reference number (UTR).
- For content you want removed: where it appears (salon page, review, photo or profile) and why.
- Screenshots, if you have them.
- What happened, and what you would like us to do.
Never send us your one-time login code, UPI PIN or bank passwords. We will never ask for them. Before we share or change account details, we may ask you to confirm that the account is yours.
3. Our timelines
- Within 24 hours: we confirm that we have received your complaint.
- Within 15 days of receiving it: we resolve your complaint and tell you what we did. If we need more details from you, we will ask.
- Within 24 hours: we remove or block content on BukSalon that shows a person's private or intimate images, shows them in a sexual way, or pretends to be them (including edited or fake photos), when that person, or someone on their behalf, complains to us. This follows Rule 3(2)(b) of the IT Rules, 2021.
These timelines follow the IT Rules, 2021. They are faster than the E-Commerce Rules, 2020, which allow 48 hours to confirm a complaint and one month to resolve it.
4. What we can and cannot resolve
We can help with
- Problems with the BukSalon website or app: logging in, one-time codes, tokens, bookings, coupons, BukPoints, referral rewards and passes.
- Salon plan payments made to BukSalon, and field agent earnings and payouts.
- Salon listings, photos, reviews and accounts on BukSalon that are false, misleading, unlawful or against our terms. We can correct or remove content, suspend a salon or block an account.
- Your personal data: seeing, correcting or deleting it, as explained in our Privacy policy.
- WhatsApp and SMS messages you got from BukSalon (see our WhatsApp & SMS policy).
What the salon is responsible for
Salons on BukSalon are independent businesses. The quality and safety of a service, its price, the behaviour of salon staff, and any money you paid to the salon are the salon's responsibility. BukSalon does not collect payments for salon services, so we cannot refund them. We will still help: we can share your complaint with the salon and help you contact them. If a salon breaks our rules, we can act on its listing.
5. If you are not happy with our answer
- National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in.
- Consumer Commission: you can file a consumer complaint online through e-Jagriti (e-jagriti.gov.in), the government portal that replaced e-Daakhil.
- Personal data complaints: under the Digital Personal Data Protection Act, 2023, you can complain to the Data Protection Board of India after you have first used our grievance process.
Using our process first does not take away any of your legal rights.