Contact Policy for Sarwam

At Sarwam, we value open and transparent communication with our buyers, sellers, restaurants, and delivery partners. This Contact Policy explains how you can get in touch with us, how we may contact you, and how we handle your queries and feedback.

1. How You Can Contact Us

You can reach us through the following official channel:

Email: support@sarwam.live

2. How We Contact You

We may contact you for the following reasons:

To confirm, update, or deliver your order.
To resolve payment or delivery issues.
To inform you about offers, discounts, and new features.
To share important policy or app updates.

We will contact you through:

SMS/OTP for login verification.
Phone calls for urgent delivery, payment, or support issues.
Emails for receipts, order confirmations, newsletters, and policy updates.
In-App Notifications for real-time order updates.

3. Communication Preferences

You may opt out of promotional emails and messages anytime by clicking "Unsubscribe" in emails or by changing notification preferences in the app.
However, transactional communications (order updates, delivery confirmations, etc.) are mandatory for service continuity.

4. Response Time

General inquiries: within 24-48 business hours
Order-related issues: within 1-6 hours depending on urgency
Complaints/escalations: resolved within 7 business days

6. Delivery Partner & Restaurant Contact

Delivery partners may contact customers only for delivery-related queries (location clarification, order pickup, etc.).
Restaurants may contact customers only for order-specific clarifications.
Any misuse of customer contact information will lead to strict action, including suspension.

7. Privacy & Security

Your contact details (email, phone number, address) are used strictly for service purposes.
We do not share your personal contact information with third parties except as required for order fulfillment or by law.