Support & Customer Assistance Policy
Last Updated: June 2026
At Rameshwar's Annapurna Group, customer satisfaction is important to us. This Support & Customer Assistance Policy explains how customers may contact us for assistance, complaints, suggestions, feedback, or service-related concerns.
This policy applies to all our outlets, services, products, deliveries, catering services, banquet halls, hospitality services, website orders, takeaway orders, and third-party platform interactions.
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1. Customer Support Channels
Customers may contact us through:
Phone / WhatsApp
+91 9771486101
annapurnamth@gmail.com
Physical Visit
Customers may also visit the relevant outlet during operating hours.
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2. Types of Support We Provide
We may assist customers regarding:
- Order Status
- Delivery Queries
- Billing Queries
- Missing Items
- Wrong Items
- Product Quality Concerns
- Cake Customization Queries
- Catering Bookings
- Banquet Hall Bookings
- Hotel Services
- Wholesale Enquiries
- Franchise Enquiries
- Website Issues
- General Feedback
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3. Reporting an Issue
To help us investigate efficiently, customers may be asked to provide:
- Name
- Mobile Number
- Bill or Invoice
- Order ID
- Product Details
- Photographs (where applicable)
- Description of the Issue
Failure to provide adequate information may limit our ability to investigate.
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4. Delivery Related Support
Customers should report delivery-related concerns as soon as reasonably possible.
Examples include:
- Missing Item
- Wrong Item
- Damaged Packaging
- Incorrect Delivery
Prompt reporting improves our ability to verify and resolve issues.
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5. Food Quality Concerns
Customers who believe there is a genuine quality issue should contact us promptly.
We may request:
- Product Details
- Batch Information (where available)
- Photos
- Packaging Information
- Purchase Details
Resolution may depend on verification and investigation.
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6. Third-Party Platform Orders
Orders placed through:
- Zomato
- Swiggy
- ONDC
- Other Delivery Platforms
may require customers to first contact the respective platform's support team for platform-related issues such as:
- Payment Issues
- Delivery Tracking
- Platform Refund Requests
- App-Based Complaints
We may assist where reasonably possible, but platform policies may apply.
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7. Customer Behaviour Expectations
We are committed to respectful customer service.
We request customers to interact respectfully with:
- Staff
- Delivery Personnel
- Support Teams
- Management
Abusive, threatening, discriminatory, harassing, or unlawful behavior may result in refusal of support, service restrictions, or legal action where appropriate.
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8. Feedback & Suggestions
We welcome customer feedback regarding:
- Food Quality
- Service Quality
- Staff Behaviour
- Delivery Experience
- Website Experience
- Product Suggestions
- New Service Ideas
Customer feedback helps us improve our products and services.
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9. Resolution Process
Depending on the issue reported, resolution may include:
- Clarification
- Correction
- Replacement
- Redelivery
- Refund (where eligible)
- Credit Note
- Escalation to Management
Resolution timelines may vary based on the nature and complexity of the issue.
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10. Escalation
If a customer believes an issue has not been adequately addressed, they may request escalation to management for review.
Management decisions will be based on available facts, documentation, operational records, and applicable policies.
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11. Contact Us
Phone / WhatsApp: +91 9771486101
Email: annapurnamth@gmail.com
Rameshwar's Annapurna Group
Serving Motihari Since 1983