Grievance Redressal Policy
This Grievance Redressal Policy is published in compliance with the Information Technology Act, 2000 and applicable intermediary guidelines in India. It describes the process by which users may submit grievances related to the eBuy.store platform, services, or conduct of other users.
1. Purpose of this policy
The purpose of this policy is to:
- Provide a formal channel for users to submit grievances
- Ensure complaints are acknowledged in a structured manner
- Comply with statutory requirements applicable to online intermediaries
This policy does not create any guarantee of resolution, outcome, or timeline.
2. Scope of grievances
Grievances may relate to:
- Platform access or account-related issues
- Listing content or conduct of other users
- Payments, disputes, or enforcement actions
- Privacy or data handling concerns
- Alleged violations of platform policies
General feedback, feature requests, or commercial disputes outside the Platform may not qualify as grievances under this policy.
3. Grievance officer
In accordance with Indian law, eBuy.store has appointed a Grievance Officer.
Grievance Officer
eBuy.store Marketplace
Email: support@ebuy.store
The Grievance Officer is responsible for receiving and reviewing grievances submitted under this policy.
4. Submission of grievances
Grievances must be submitted through:
- The official support or grievance channel provided on the Platform, or
- Email to support@ebuy.store
To enable proper review, users are encouraged to include:
- Registered email address or account identifier
- Clear description of the grievance
- Relevant order IDs, listing IDs, or references (if applicable)
Submission of a grievance does not imply acceptance of claims or admission of liability by eBuy.store.
5. Acknowledgement and review
- Valid grievances will be acknowledged as required by applicable law.
- Review of grievances is conducted manually by support and, where required, escalated to admin.
- Requests for additional information or clarification may be made.
Acknowledgement or review does not constitute agreement with the grievance or assurance of any specific outcome.
6. Resolution and limitations
- Grievances are addressed on a best-effort basis, subject to platform policies and available information.
- Certain grievances may not result in action where they fall outside Platform control or policy scope.
- eBuy.store reserves the right to close grievances that are incomplete, abusive, repetitive, or malicious.
All final decisions rest with platform administration.
7. Misuse of grievance mechanism
The grievance mechanism must not be misused to:
- Harass, threaten, or defame other users
- Submit knowingly false or misleading claims
- Circumvent dispute or enforcement processes
Misuse of the grievance system may result in enforcement action under applicable platform policies.
8. Confidentiality
Grievance information is handled with reasonable confidentiality and shared internally only on a need-to-know basis for review and compliance purposes.
9. No waiver of rights
This policy does not waive any legal rights or remedies available to eBuy.store under applicable law.
10. Changes to this policy
This Grievance Redressal Policy may be updated to reflect:
- Changes in law or regulatory guidance
- Platform process improvements
Revised versions become effective upon publication on the Platform.