Verified: 12 June 2026 04:30 am IST
Industry: E-Commerce & Retail (Cloud Kitchen & Food Delivery)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs / FSSAI
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Scammers frequently buy ads on Google displaying fake EatSure helplines. This is a scam. EatSure staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed food order.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, spoiled food, refund delays, or delivery partner issues) directly via the Help & Support section on the EatSure app. You must select the specific order to raise a ticket and initiate a live chat. To bypass the automated chatbot if it refuses to resolve your issue, you can directly email their central helpdesks at support@eatsure.com and goodness@eatsure.com, or call their centralized national helpline at +91-7700020020.
Availability: The centralized IVR, in-app chat support, and email helpdesk operate 24x7 to match their late-night delivery windows.
Timeline: Because of the highly perishable nature of hot food, EatSure aims to resolve most standard Level 1 missing/damaged item queries immediately during the interaction, or within 24 to 48 hours for issues requiring kitchen investigation and refund processing.
Level 2: Internal Escalation (Grievance Officer & Parent Company)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or the delivery partner engaged in misconduct, you must formally escalate. Because EatSure obscures their dedicated Grievance Officer email, you must force an escalation. You must email your formal complaint directly to support@eatsure.com and CC the parent company at info@rebelfoods.com, using the subject line “Attn: Grievance Officer - Escalation”. You must include your registered mobile number, Order ID, and your Level 1 Ticket Reference Number. Written legal notices can be sent to their Parent Company Headquarters (Grievance Officer, Rebel Foods Private Limited, Office No. 201A, 2nd Floor, Lalwani House B, Plot No. 78 and 79, Sakore Nagar, Viman Nagar, Pune, Maharashtra – 411014).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline & FSSAI)
Authority: There is no binding E-Commerce Ombudsman in India. If the Rebel Foods Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs. (Note: If your complaint is strictly regarding food poisoning, contaminated meals, or unhygienic cloud kitchen conditions, you must report it to the Food Safety and Standards Authority of India - FSSAI).
Portal/Contact: You must register your grievance against Rebel Foods Private Limited (EatSure) on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure the company’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or the company refuses to comply with a refund request for an unhonored subscription or high-value order dispute, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is EatSure refusing to refund a missing food item, or are you looking for the correct template to formally escalate a spoiled meal complaint to the Pune Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!