Grievance Redressal Mechanism

Grievance Redressal Mechanism

1. Policy brief & purpose

Aeliya Technologies Private Limited (“Company” or “Gajab” or “Platform”) is committed to providing a fair, transparent, and efficient Grievance Redressal Mechanism for Buyers and Sellers using the Platform. This Policy sets out the procedure for addressing complaints, disputes, or concerns arising out of transactions conducted on or through the Platform. 

This Policy is issued in compliance with applicable laws. This Policy does not create any contractual employment relationship, fiduciary duty, or partnership between the Platform and any Buyer or Seller. The Platform is an “Intermediary” as defined under Section 2(1)(w) of the Information Technology Act, 2000. Under no circumstances shall the Platform be deemed to have 'active participation' in the sale of goods/services.

2. Policy elements of a “Consumer/Merchant”

Grievance definition

A "Grievance" is defined as any complaint, dispute, or concern raised by a Buyer (the “Consumer”) or a Seller (the “Merchant”): 

Products or services listed or purchased on the Platform

Payments, refunds, cancellations, or chargebacks

Delivery, quality, or misrepresentation issues

Account suspension, delisting, or restriction

Alleged violation of Platform policies or applicable laws

2.2       Eligible Complaints

This Grievance mechanism is available to Consumers and Merchants registered on the Platform. Third parties not registered on the Platform are not entitled to invoke this Policy.

2.3 Grounds for Filing a Grievance

A Grievance may be raised for reasons including, but not limited to: 

• Non-delivery or delayed delivery of goods/services
• Defective, counterfeit, or non-conforming products
• Unfair trade practices or misleading listings
• Payment settlement disputes   
• Breach of Platform policies
• Unauthorised account actions

3. Rights of the Complainant (Consumer/Merchant)

The complainant has the right to:

1. File a Grievance through the designated Grievance channel;
2. Receive acknowledgment of the complaint;
3. Obtain a reasoned response within prescribed timelines;
4. Submit supporting documents and clarifications;
5. Escalate unresolved grievances as per this Policy. 

4. Rights of the Responding Party

The party against whom the Grievance is raised has the right to:

1. Receive notice of the Grievance
2. Submit a written response and evidence
3. Be heard before any adverse action is taken
4. Seek review of decisions affecting their account or listings

5. Platform Obligations

The Platform shall:

1. Appoint a Grievance Officer as required under law. 
2. Acknowledge Grievances within 48 hours
3. The Platform shall endeavour to resolve Grievances within 1 (one) month from the date of receipt, in accordance with Rule 5(3)(c) of the Consumer Protection (E-Commerce) Rules, 2020. 
4. Act in a neutral, non-discriminatory manner.
5. Maintain confidentiality of Grievance records.

 Avoid arbitrary suspension or punitive action without due process.

6. Procedures

Step 1: Submission Complainants shall submit Grievances via the designated Email to ravipatel@gajab.com. The complaint must include the Transaction ID, a detailed description of the issue, and supporting evidence (such as photographs, chat logs).      

Step 2: Acknowledgment & Tracking Upon receipt, the Platform shall issue a Unique Grievance Ticket Number. This number shall be used for all future correspondence.

Step 3: Investigation & "Deemed Abandoned" The Grievance Officer shall investigate the matter. If the Complainant fails to respond to a request for clarification within seven (7) business days, the Grievance shall be deemed "Abandoned and closed accordingly."

Step 4: Resolution & Communication A reasoned decision shall be communicated to the Complainant. The Platform reserves the right to take punitive action against Sellers, including delisting or payment escrow holds, as per the Seller Agreement.

Step 5: Escalation If dissatisfied, the Complainant may request a "Senior Review" within seven (7) days of the initial resolution. The Senior Review decision shall be final for the purposes of internal redressal. 

7. Arbitration & Dispute Resolution

If a Grievance cannot be resolved internally, subject to applicable consumer protection laws, disputes may be referred to Arbitration. This Arbitration shall be governed by the Arbitration and Conciliation Act, 1996. The seat and venue of Arbitration shall be Mumbai, India. The language of arbitration shall be English and each party shall bear its own legal costs unless otherwise awarded.

However, nothing in this clause shall limit the right of a Consumer to approach a Consumer Forum of competent jurisdiction.

8. Confidentiality & Non-Retaliation

All Grievance proceedings shall remain confidential. The Platform shall not retaliate against any Consumer or Merchant for raising a Grievance in good faith. However, abuse of the Grievance mechanism may result in account action.

9. General Provisions

1. This Policy is read in conjunction with the Platform’s Terms & Conditions.
2. The Platform reserves the right to amend this Policy. Material changes will be notified via the Platform or email 7 (seven) days prior to taking effect.
3. This Policy shall be governed by the laws of India

10. Limitation of Liability in Grievance Redressal 

a. The Platform’s role is limited to facilitating communication. Since the Platform is an intermediary, it shall not be liable for the quality, safety, or legality of items advertised. 

b. The Platform reserves the right to suspend the account of any user who files "Manifestly Unfounded" or "Vexatious" Grievances intended to harass other customers or the Platform.

c. The Company reserves the right to recover administrative costs from any User who is found to have submitted manifestly unfounded or Malicious Grievances for the purpose of disrupting Platform operations

11.  Data Protection

As a Data Fiduciary, the Platform shall process Personal Data collected during the Grievance Redressal Mechanism shall be processed solely for the purpose of dispute resolution, in accordance with the Purpose Limitation and Storage Limitation principles of the DPDP Act, 2023. Such data shall be deleted or anonymised once the resolution process (including any statutory appeal period) is concluded, in compliance with the Storage Limitation principle of the DPDP Act.

12.  SEVERABILITY 

If any provision of this Policy is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remainder of the Policy shall remain in full force and effect.

13. MERCHANT INDEMNITY: Where a Grievance is raised against a Merchant for defective or counterfeit products, the Merchant shall indemnify and hold the Company harmless against all costs, including legal fees and any compensation awarded by a Consumer Forum, arising out of such Grievance.

14. GRIEVANCE OFFICER CONTACT DETAILS

In accordance with Rule 4(4) of the E-Commerce Rules, 2020:

Name: Ravi Patel
Designation: Grievance Redressal Officer
Email: ravipatel@gajab.com 
Phone: +91 8487977366

Address: KP Aurum, Office No. 901-902, 908, Marol Maroshi Road, near Wiscon Pharmaceuticals Pvt Ltd, Andheri East, 400059