1. Types of complaints accepted
Platform complaints may concern account access, inaccurate public profile information, contact-unlock payment verification, lead allocation or access, advertisement billing/approval, privacy, security, impersonation, spam, prohibited listings, intellectual-property infringement or misuse of platform tools.
Complaints solely about the buyer–supplier sale—such as product quality, quantity, delivery, purchase-price payment, refund, warranty or credit—must first be raised directly with the counterparty. TIZARAT may accept a copy for safety or misuse review but does not adjudicate the sale.
2. Information to include
Provide your full name/business name, registered account email, contact number, role (buyer/supplier/other), relevant listing/lead/requirement/campaign ID, URL, dates, a concise description, requested platform action and supporting documents.
For copyright/trademark notices, identify the protected work or mark, the allegedly infringing URL, proof of ownership/authority and a good-faith statement. For legal notices, include the sender’s authority and complete service details.
3. Applicable grievance and takedown timelines
Applicability: The timelines below are stated for the relevant duties under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as amended in 2026. They apply to TIZARAT to the extent it is legally classified as an intermediary and the relevant complaint/order falls within the specific Rule. The actual notified Rules and valid legal directions prevail over this summary.
- General user grievance: where Rule 3(2)(a)(i) applies, grievance must be resolved within 7 days from receipt.
- Specified removal/disablement grievances: the expedited proviso to Rule 3(2)(a)(i) provides a 36-hour timeline for the specified categories of complaints seeking removal or disabling access to information.
- Specified intimate, sexual, nudity, morphed or impersonation content: where Rule 3(2)(b) applies, the specified content must be removed or access disabled within 2 hours after receipt of the covered complaint.
- Actual knowledge through a court order or reasoned intimation from an authorised government officer/agency: where amended Rule 3(1)(d) applies, the specified unlawful information must be removed or access disabled within 3 hours of receipt.
We aim to acknowledge complaints promptly. The exact acknowledgement and resolution duties depend on the applicable rule and complaint category. A user should include enough information to locate the content; a complete report helps faster review but does not extend a statutory deadline.
Submitting a complaint does not guarantee a refund, account suspension or a particular adjudication of a buyer–supplier sale. TIZARAT may seek reasonable clarifications where doing so does not conflict with a statutory deadline, preserve evidence, restrict content or comply with a valid legal order.
4. Periodic user advisory
Where amended Rule 3(1)(c) applies, TIZARAT will inform users at least once every three months, in a simple and effective manner, that (a) content or account access may be removed, disabled, suspended or terminated for non-compliance with platform rules or law; (b) each user remains responsible for their own unlawful acts and legal violations; and (c) information may be reported to competent authorities where reporting is mandatory under law. The Buyer and Supplier portals include an in-platform acknowledgement record for this reminder.
5. Contact details must be completed before launch
The name and contact details of the Grievance Officer, the published grievance email, postal address and operating entity must be inserted in the Legal Operator Details panel. Do not publish this policy while those fields still show “REQUIRED — COMPLETE BEFORE LAUNCH”.
Do not send passwords, OTPs, UPI PINs, card PINs or full bank credentials in a grievance.
6. Escalation and statutory rights
If a complaint is not resolved, users may use any competent statutory forum or government grievance mechanism available under applicable law. This internal policy does not replace or restrict those remedies.