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Grievance redressal

If something goes wrong, this is the escalation.

Most complaints are settled by the salon in one call. This page is for the ones that are not — who to write to, what to send, and how long we take.

Last updated 5 September 2026 Applies to customers and salon owners Read under Indian law
Level 1

The salon

The service, its quality, hygiene, the staff and the final bill are the salon’s own. Their number is on every booking — call them from the booking screen.

Usually settled the same day
Level 2

SuperSalon support

Anything about a booking, a payment or a refund that the salon could not settle. WhatsApp is quickest, and the number takes calls too.

Reply within 2 working days
Level 3

The Grievance Officer

If support did not resolve it, or you are unhappy with how it was handled, it goes to the officer named below. Every complaint is logged with a reference.

Acknowledged within 24 hours, resolved within 15 days
Level 3 · Grievance Officer

Named under the Information Technology (Intermediary Guidelines) Rules, 2021.

Write here only after Level 2 — a complaint that has not been to support first is simply sent back down, and that costs you a week.

NameOfficer’s full name
DesignationGrievance Officer, SuperSalon
Emailgrievance@supersalon.in
Phone+91 63758 53381
HoursEvery day, 10 AM to 8 PM
AddressRegistered business address
Three things only you can supply. The officer’s name, a working email on the domain, and the registered address are all required by law to appear here — a grievance page without them does not satisfy the rule, and a payment gateway will ask for the same three at onboarding. The phone number and hours above are already the real ones from the app.
01

What to send us

A complaint with these five things in it can usually be answered in one reply. Without them it turns into three messages asking for them.

  • Your registered mobile number — the one the account is on.
  • The booking — the salon’s name and the date and time of the slot.
  • What happened, in your own words.
  • What you want done — a refund, a correction, an account deleted, something else.
  • Anything that shows it — a screenshot of the booking, or of the payment.
02

How long we take

  • Support replies within 2 working days. Most things end here.
  • A complaint that reaches the Grievance Officer is acknowledged within 24 hours of receipt, with a reference you can quote.
  • It is resolved within 15 days of being received.
  • Where something has to wait on a bank or the payment gateway, we tell you that, and what we are waiting for — the clock does not simply go quiet.
03

What we can settle

  • Payments and refunds. Money paid online is held by us, so a refund is ours to make. The rules are on the cancellation & refund policy.
  • Bookings. A slot that behaved wrongly, a confirmation that never arrived, a booking you cannot cancel.
  • Your account and your data. A correction, a copy of what we hold, or deleting the account — see the privacy policy.
  • A listing that is wrong. A salon showing the wrong address, hours or prices.
  • Reviews. Abuse, personal attacks, false claims or another business’s promotion can be removed.
  • Misuse of the platform by a customer or a salon.
04

What we cannot

Salons are independent businesses. We book the slot; the service itself is theirs.

  • We cannot judge the quality of a haircut, a colour or a treatment, and we cannot order a salon to redo one.
  • We cannot change a salon’s prices, its timings, or the final bill it makes at the counter.
  • We are not responsible for an allergy or a reaction to a product used at the shop — tell the salon about any allergy or skin or hair condition before the service begins.
  • What we can and do is take it up with the salon, keep the record of the booking, and act on a shop that keeps generating complaints — up to removing it from the app.
05

If you run a salon

The same three levels apply, on the same number.

  • A settlement you think is short — send the period and what you expected. Payouts snapshot where the money went, so it can be traced exactly.
  • A customer misusing the app — repeated no-shows, a false number, abuse. Send the bookings.
  • Your listing, login or subscription — support first; the officer if it is not settled.
  • A shop is never taken off the app over an unpaid bill without the 5 days of grace first, and bookings already made are never lost.
06

Reporting misuse or unlawful content

  • Report a review, a listing, a photo or a message that is abusive, obscene, misleading, or infringes somebody’s rights — to the officer above, with a link or a screenshot and what is wrong with it.
  • Tell us who you are and how to reach you. We cannot act on an anonymous report.
  • Content that is plainly unlawful is taken down as quickly as we can act on it.
  • If somebody is impersonating SuperSalon — asking for your OTP, or for money outside the app — report it here. We will never ask for either.
07

If you are still not satisfied

  • Ask us for the full record of your complaint — what was raised, what we found, what we did. It is yours to have.
  • Nothing on this page takes away any right you have under Indian consumer law, and using this process is not a condition of exercising those rights.
  • A payment dispute can also be raised with your own bank or card issuer.