Seller Privacy & Grievance Policy

This page covers two things a store needs to know: what we do with the store's information, and how to get a problem looked at.

What we hold about a store

• The store's legal name, trade name, address, mobile number and email.
• KYC documents and the payout bank account, including its verification status.
• Products, orders, returns, settlements and the store's rating and standing.
• Sign-in records, devices and notification tokens.
• Support tickets and anything sent with them.

How it is used

• To approve and run the store account, and to show the shop and its products to buyers nearby.
• To pass an order to the store, hand it to a delivery partner, and settle what the store has earned.
• To verify the payout account and meet tax and accounting requirements.
• To look into complaints, returns and suspected fraud.
• To tell the store about orders, returns, payouts and changes to the platform.

Who sees it

• Buyers see the shop's public details — its name, photographs, address area, timings and rating — not its bank account or documents.
• Delivery partners see the pickup address and the order they are collecting.
• Our staff see what their work requires; payout details are restricted to the staff who verify them.
• Service providers and authorities — our hosting, SMS and notification providers, and anybody we are legally required to produce records for.

We do not sell a store's data, and we do not give its contact details to another store.

Keeping it safe

Passwords are hashed, documents are stored on our own servers, and admin access is restricted to our staff. Tell us immediately if you think somebody else has used your account — we can end every signed-in session from the panel.

Your rights over it

• See and correct your store details from the seller app's Profile screen.
• Ask support for a copy of what we hold about the store.
• Ask for the account to be closed; we keep the order, bill and tax records the law requires us to keep.

Raising a complaint

1. Support in the app. Open Support in the seller app and raise a ticket with the order number, what happened and photographs where they help. You can also call or write to us using the contact details on this page.
2. First response. We acknowledge a ticket within 2 working days and aim to settle it within 7.
3. Escalation. If it is not settled, or you do not agree with the outcome, reply on the same ticket asking for it to be escalated. A senior member of the team looks at it again and answers within a further 7 working days.
4. Grievance officer. Anything still unresolved can be addressed to our grievance officer at the support email on this page, with the ticket number. We respond within 15 working days of that.

Disputes

• Settlement questions follow the 30-day window in the Commission, Payments & Settlement Policy.
• Quality and return disputes are decided on the evidence both sides provide — photographs, the bill and the delivery record.
• Where a dispute cannot be settled between us, the laws of India apply and the courts of Surat, Gujarat have jurisdiction.

Contact

Use the support details on this page for anything to do with this policy, your store's data, or a complaint you want escalated.