Grievance Redressal Policy

This Grievance Redressal Policy is published under the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020. It explains how to raise a grievance about the eBuy.store platform, its services, or the conduct of other users, and how quickly we respond.

1. Purpose of this policy

The purpose of this policy is to:

• Provide a formal channel for users to submit grievances
• Set out the timelines within which grievances are acknowledged and resolved
• Comply with statutory requirements applicable to online intermediaries and e-commerce entities

2. Scope of grievances

Grievances may relate to:

• Platform access or account-related issues
• Listing content or conduct of other users
• Orders, payments, refunds, disputes, or enforcement actions
• Privacy or data handling concerns
• Alleged violations of platform policies or of law

General feedback and feature requests are welcome through support but are not grievances under this policy.

3. Grievance Officer

eBuy.store has appointed a Grievance Officer, who can be contacted at:

Grievance Officer, eBuy.store
Email: grievance@ebuy.store

The Grievance Officer receives, acknowledges and resolves grievances submitted under this policy.

4. Submission of grievances

Grievances can be submitted through:

• The support or grievance channel provided on the Platform, or
• Email to the Grievance Officer at grievance@ebuy.store

To help us review it quickly, please include:

• Your registered email address or account identifier
• A 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. Timelines

• Every grievance is acknowledged within 24 hours of receipt.
• Every grievance is resolved within 15 days of receipt.
• A complaint that content on the Platform is unlawful, or that it violates rule 3(1)(b) of the Intermediary Guidelines, is acted on within 72 hours.
• A complaint about content that exposes a person's private area, shows them in full or partial nudity or a sexual act, or is an impersonation such as a morphed image, is acted on within 24 hours.

We may ask for more information to review a grievance. The resolution will be communicated to you with reasons.

6. Outcome

• Each grievance is reviewed on its facts, against platform policies and applicable law.
• Acknowledging or reviewing a grievance does not mean we agree with it or will take the action requested.
• eBuy.store may close grievances that are abusive or that repeat a grievance already resolved, and will tell you when it does.

7. Appeals

If you are not satisfied with the Grievance Officer's decision, you may appeal to the Grievance Appellate Committee constituted by the Government of India, through gac.gov.in, within 30 days of receiving the decision.

8. 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.

9. Confidentiality

Grievance information is handled confidentially and shared internally only on a need-to-know basis for review and compliance purposes, or with authorities where the law requires it.

10. No waiver of rights

This policy does not waive any legal rights or remedies available to you or to eBuy.store under applicable law.

11. 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.