Organisation details
Legal name: Food on Wheels
Entity type: Registered charitable trust
Website: https://www.foodonwheels.in
Registered office: KP 18/568, Vyabara Bhavan Building, Karanthur, Kunnamangalam, Kozhikode, Kerala 673571, India
Email: admin@foodonwheels.in
Telephone: +91 751 076 9099
Office hours: Monday to Friday, 9:00 AM to 6:00 PM IST
Grievance Officer
Name: Muhammed Shahid M
Designation: Chairman and Grievance Officer
Email: admin@foodonwheels.in
Telephone: +91 751 076 9099
How to raise a complaint
Email admin@foodonwheels.in with the subject “Grievance” or use the contact form on the home page. For a donation or refund issue, include enough information for us to locate the transaction.
- Your name and preferred contact details.
- A clear description of the issue and the resolution you are requesting.
- For payment issues: donation date, amount, payment method, transaction or UTR reference, and a redacted screenshot if helpful.
- For privacy requests: the nature of the request and the interaction or data it concerns.
- Never send a UPI PIN, OTP, CVV, card PIN, online-banking password, or full card number.
Response and resolution times
We acknowledge complaints within 2 business days and aim to resolve them within 15 business days. Refund eligibility is ordinarily reviewed within 5 business days after we receive all required information. If resolution depends on a bank, payment provider, regulator, or another external party, we will explain the dependency and provide an update.
Payment-provider and bank escalation
For an unauthorised transaction, contact your bank or payment provider immediately in addition to notifying us. If a payment complaint remains unresolved, you may use the dispute or grievance process provided by your bank, UPI application, or payment gateway. For PhonePe transactions, support is available through the relevant transaction in the PhonePe app or the official PhonePe support channels.