Protection Policy

1. INTRODUCTION AND PURPOSE

1.1. This Buyer Protection Policy (the "Policy") outlines the protection program offered by Gajab.com (operated by Aeliya Technologies Private Limited, "Company", "We", "Us", "Our") to eligible Buyers ("You", "Your") who purchase items from third-party Sellers ("Sellers") on the Gajab.com Platform ("Platform").

1.2. The purpose of this Policy is to provide Buyers with confidence when shopping on Gajab.com and to offer recourse in specific situations where an order goes significantly wrong. This Policy primarily covers issues of: (a) Non-Delivery: You paid for an item but did not receive it. (b) Significantly Not As Described (SNAD): You received an item, but it is materially different from the Seller's description in the listing (this includes items that are damaged, defective, counterfeit, the wrong item, missing parts, or have the condition misrepresented).

1.3. The Buyer acknowledges that Gajab.com is an intermediary and not the seller of the products. This Policy is a voluntary value-added service and does not impose primary product liability on the Company. This Policy explains the eligibility criteria for protection, the process for filing a claim, how We investigate claims, and the potential remedies available if Your claim is successful.

1.4. This Policy applies ONLY to purchases made directly on the Gajab.com Platform using Our designated checkout process and approved payment methods. Transactions settled off-platform (such as Direct Bank Transfer) are strictly excluded and may result in account termination.

1.5. This Policy should be read in conjunction with the Gajab.com Privacy Policy ([Link to Privacy Policy]). The procedures outlined herein are part of the Dispute Resolution framework.

2. ELIGIBILITY CRITERIA

To be eligible for protection under this Buyer Protection Policy, all of the following conditions must be met:

2.1. You must have purchased the item using Your registered Gajab.com Account, and Your Account must be in good standing (not suspended or terminated). 

2.2. The purchase must have been made directly on the Gajab.com Platform via the official checkout process, using a payment method supported by the Platform. 

2.3. You must have first attempted to contact the Seller directly through Gajab.com's designated communication channels to resolve the issue (unless the Seller has been unresponsive for a  period of three days . 

2.4. You must file a Buyer Protection claim through the designated process on the Platform (see Section 4) within 7 (seven) calendar days from the actual delivery date. Claims filed after this 7-day window are strictly ineligible as funds may have already been settled to the Seller. 

2.5. The issue You report must be one of the "Covered Situations" defined in Section 3 below (Non-Delivery or Significantly Not As Described). 

2.6. You must not have violated the Gajab.com Terms of Use or associated policies in relation to the transaction. 

2.7. You must not have already initiated a chargeback or similar payment dispute process with Your bank, credit card company, or other payment provider for the same transaction. Filing a chargeback may void Your eligibility under this Policy. Filing a chargeback with your bank or payment ptovider will immediately and irrevocably render You ineligible for coverage under this Policy for that transaction.

3. COVERED SITUATIONS

This Buyer Protection Policy covers the following specific situations:

3.1. Non-Delivery: (a) You paid for an item through the Gajab.com checkout process. (b) The latest estimated delivery date (as shown in Your order details or communicated) has passed by five working days. . (c) Tracking information (if available and valid) does not confirm successful delivery to Your registered shipping address. (d) The Seller cannot provide valid proof of delivery to Your address upon request from the Company.

3.2. Significantly Not As Described (SNAD): (a) You received the item, but it is materially different from the description, images, specifications, or condition stated by the Seller in the listing at the time of purchase. (b) Examples of SNAD typically include (this list is not exhaustive): (i) Receiving a completely different item (e.g., different product, brand, model, version, colour, size). (ii) The item's condition was substantially misrepresented (e.g., listed as "New" but is clearly used, damaged, or refurbished without disclosure; listed as "Used - Good" but has significant undisclosed defects or damage impacting usability). Refer to Section 6 of the Product Listing Policy ([Link]) for condition definitions. (iii) The item is missing major parts or essential features that were described as included in the listing. (iv) You received a significantly incorrect quantity of the item ordered. (v) The item is confirmed to be counterfeit or not authentic, violating our policies. (vi) The item was received damaged due to inadequate packaging or issues during the initial shipment handled by the Seller or their carrier. (c) Exclusions from SNAD: This Policy generally does not cover claims for: (i) Buyer's remorse or if You simply changed Your mind about the item after receiving it. (ii) Minor discrepancies in colour compared to listing photos due to screen settings or lighting, provided the item is otherwise as described. (iii) Issues that are solely covered by a manufacturer's warranty process (though receiving a defective item upon arrival may qualify as SNAD). (iv) Subjective complaints about the item's quality if it generally matches the listing description and condition. (v) Items accurately described as "For Parts" or "Not Working" where the issue relates to the disclosed condition. (vi) Items damaged by You after successful delivery. (vii) Issues related to digital goods, services, real estate, vehicles, or other categories explicitly excluded under Section 5. (viii) Items damaged by the Buyer due to improper handling or assembly.

4. CLAIM FILING PROCESS

4.1. If You encounter a Covered Situation and meet the Eligibility Criteria, You must file a Buyer Protection claim within 7 calendar days mentioned in clause 2.4 of the actual delivery date. 

4.2. Claims must be filed through the designated process on the Gajab.com Platform. This is typically done via a specific "File a Claim" or "Report Issue" link or button within the Order Details page for the relevant transaction in Your Account. 

4.3. When filing a claim, You must provide accurate and complete information, including: (a) The Order ID number. (b) Clear identification of the item(s) involved. (c) Selection of the reason for the claim (Non-Delivery or the specific SNAD reason). (d) A clear and detailed description of the issue, which includes clear photographs and videos of the product (e) Any relevant communication You had with the Seller regarding the issue. (f) Supporting evidence, which is crucial for investigation. FOR ALL HIGH-VALUE ITEMS (ABOVE ₹5,000) OR CATEGORIES SUCH AS ELECTRONICS AND JEWELRY, A CONTINUOUS, UNEDITED UNBOXING VIDEO SHOWING THE INTACT SHIPPING LABEL IS MANDATORY. FAILURE TO PROVIDE AN UNBOXING VIDEO FOR THESE CATEGORIES WILL RESULT IN THE AUTOMATIC REJECTION OF THE CLAIM. For Non-Delivery: Confirmation of non-receipt, relevant tracking information (if You have it).  For Counterfeit claims: Potentially expert opinion or comparison photos. Official documentation from the brand holder or an authorized expert explicitly stating the item is counterfeit may be required 

4.4. Failure to provide sufficient information or evidence may delay the investigation or lead to the rejection of Your claim. 

4.5. You will receive an acknowledgement (e.g., via email or platform notification) confirming Your claim has been submitted.

5. CLAIM REVIEW, INVESTIGATION, AND RESOLUTION PROCESS

5.1. Acknowledgement & Initial Review: Upon receiving Your claim, the Company will acknowledge it and conduct an initial review to ensure it meets the Eligibility Criteria and contains necessary information within 48 business hours. Post which  we may contact You for clarification or additional evidence. 

5.2. Seller Notification & Response: If the claim passes initial review, We will typically notify the Seller about the claim and request their response and supporting evidence within thee (3) business days . 

5.3. Investigation: The Company will review the information and evidence provided by both the Buyer and the Seller. This may involve examining listing details, order information, communication logs between parties on the Platform, tracking data, photos/videos, and any other relevant information. We may contact either party for further clarification during the investigation. The Company’s decision is final and binding in its capacity as an independent intermediary.

5.4. Decision: Based on the investigation and the evidence presented by both parties, considered against this Policy and the Seller Agreement, the Company will make a final and binding decision regarding the claim in its reasonable discretion, acting as an independent intermediary. 

5.5. Communication of Decision: The Company will communicate its final decision on the claim, along with the reasons, to both the Buyer and the Seller via email or platform notification. 

5.6. Remedies (If Claim Approved): If the claim is decided in Your (the Buyer's) favor, the Company will facilitate a remedy, which typically involves: (a) For Non-Delivery: Processing a full refund of the item price plus original shipping costs to Your original payment method. (b) For SNAD: Usually requiring You to return the item to the Seller (potentially using a return shipping label provided or funded by the Seller or Company, as determined during resolution). The Seller will be responsible for the cost of return shipping for a successful SNAD claim. Upon confirmation of the return shipment or delivery back to the Seller, the Company will process a full refund of the item price plus original shipping costs to Your original payment method. The returned item must be in the same condition as it was received by the Buyer. The Seller is responsible for return shipping costs for valid SNAD claims. Refunds will only be triggered after the Seller or Platform confirms receipt of the returned item in its original 'as-received' condition. Any damage or alteration to the item by the Buyer after receipt may void the claim. Refusal to return the item when required may result in the claim being denied. Refunds are processed solely from the Seller’s pending payouts or through a reversal of the transaction via the payment gateway. 

5.7. Claim Closure: If the claim is denied, or resolved directly between You and the Seller, or You withdraw the claim, the case will be closed. 

6. POLICY EXCLUSIONS

This Buyer Protection Policy does not cover:

6.1. Buyer's remorse, changing Your mind, or ordering the wrong item by mistake. 

6.2. Transactions or payments made partially or entirely outside the Gajab.com Platform. 

6.3. Items damaged by You after successful delivery and acceptance. 

6.4. Disputes that have already been amicably resolved directly between You and the Seller. 

6.5. Claims filed after the 7-day timeframe specified in Clause 2.4. 

6.6. Transactions for which You have initiated a chargeback or payment dispute with Your bank or payment provider. 

6.7. Minor discrepancies (such asslight color variations due to monitor settings) that do not materially affect the item's functionality or overall description. 

6.8 Excluded Product Categories: Services, Digital Content/Subscriptions, Real Estate, Motor Vehicles, Gift Cards, Bullion/Currency, and Perishable Goods.

6.9. Issues related solely to a manufacturer's warranty process (unless the item was defective/damaged upon arrival, qualifying as SNAD). 

6.10. Items accurately described and sold explicitly "as is," "for parts," or "not working," where the claim relates to the disclosed condition. 

6.11. Certain product categories that may be explicitly excluded from Buyer Protection coverage by Gajab.com. These may include but are not limited to: Services, Digital Content and Subscriptions, Real Estate, Motor Vehicles , Industrial & Commercial Equipment, Tickets & Travel, Gift Cards, Bullion & Currency, and any other categories as determined by the Company and communicated on the Platform.Any excluded categories will be clearly communicated on the Platform.

7. RELATIONSHIP TO SELLER OBLIGATIONS

This Buyer Protection Policy provides recourse for Buyers but does not limit and is in addition to the obligations of Sellers under the Seller Agreement and Terms of Use, including their responsibility for accurate listings, product quality, proper fulfillment, and compliance with return policies. Actions taken under this policy may impact Seller performance metrics. Decisions made under this policy, including any refunds processed, may impact Seller performance metrics and payouts as detailed in the Seller Agreement.The Platform reserves the right to recover refunded amounts from the Seller’s future earnings or security deposits.

8. POLICY UPDATES

This Buyer Protection Policy may be updated or modified by the Company from time to time. Changes will be communicated and become effective as per the "Modification of Terms" section in the general Terms of Use. You are responsible for regularly reviewing this Policy.

9. CONTACT & DISPUTE RESOLUTION

9.1. To file a claim, please use the designated process on the Platform as outlined in Section 4. 

9.2. If You disagree with a final decision made under this Policy, Your sole recourse is to follow the Grievance Redressal and Dispute Resolution process, starting with contacting the Grievance Officer. Decisions made under this Policy are considered final. Any further disagreement must be escalated via the formal Grievance Redressal process outlined in the Terms of Use within 7 days of the claim decision..