1. Introduction

This Grievance Redressal Policy ("Policy") explains how customers and users may raise complaints or grievances concerning NGOBazaar, an online multi-vendor marketplace operated by NGOFeed Digital Solution Private Limited ("NGOBazaar", "Platform", "Marketplace", "Company", "we", "our", or "us").

NGOBazaar is committed to providing customers with an accessible, transparent, and effective mechanism for raising and resolving complaints relating to products, sellers, orders, payments, shipping, delivery, cancellations, returns, refunds, Platform services, privacy, or other matters concerning the Marketplace.

This Policy should be read together with the:

• Terms of Service;
• Marketplace Terms;
• Privacy Policy;
• Refund, Return & Cancellation Policy;
• Shipping & Delivery Policy;
• Cookie Policy; and
• other applicable NGOBazaar policies.

Nothing in this Policy limits any statutory rights or remedies available to consumers under applicable Indian law.

2. Scope of this Policy

This Policy applies to complaints and grievances relating to the NGOBazaar customer Marketplace.

Customers may raise grievances concerning matters including:

• account access;
• login or authentication;
• products;
• product listings;
• sellers;
• pricing;
• orders;
• payments;
• duplicate or failed payments;
• shipping;
• delivery;
• delayed delivery;
• damaged products;
• defective products;
• incorrect products;
• missing products or components;
• suspected counterfeit or spurious products;
• cancellations;
• returns;
• replacements;
• refunds;
• warranties;
• customer support;
• privacy;
• Marketplace functionality; and
• other matters concerning products or services made available through NGOBazaar.

3. Our Grievance Redressal Approach

NGOBazaar aims to handle consumer grievances in a manner that is:

• accessible;
• transparent;
• fair;
• timely;
• properly documented;
• proportionate to the issue; and
• consistent with applicable law.

Where a complaint involves an independent seller, logistics provider, payment provider, or another service provider, NGOBazaar may coordinate with the relevant party to investigate and resolve the matter.

4. Customer Support and Formal Grievances

Customers should ordinarily use NGOBazaar's available customer-support channels for routine order and transaction issues.

Examples include:

• order-status questions;
• tracking questions;
• cancellation requests;
• return requests;
• replacement requests;
• refund-status questions; and
• general Marketplace assistance.

Where an issue remains unresolved, is disputed, is serious in nature, or requires formal escalation, the customer may raise a grievance under this Policy.

Customers are not prevented from contacting the Grievance Officer directly where appropriate.

5. Grievance Officer

NGOBazaar has designated the following person for grievance redressal:

Grievance Officer: Shahbaz Hassan
Designation: Managing Director
Organization: NGOFeed Digital Solution Private Limited
Email: info@ngobazaar.com

The Grievance Officer is responsible for overseeing the grievance-redressal mechanism applicable to NGOBazaar in accordance with applicable law.

6. How to Raise a Grievance

Customers may raise a grievance through the grievance or customer-support mechanism made available on NGOBazaar.

A grievance may also be submitted by email to:

info@ngobazaar.com

When submitting a grievance by email, customers are encouraged to use a clear subject such as:

Grievance – Order [Order Number]

or

Grievance – [Brief Description of Issue]

This helps NGOBazaar identify and route the complaint appropriately.

7. Information to Include in a Grievance

To help NGOBazaar investigate efficiently, customers should provide relevant information where available.

This may include:

• full name;
• registered mobile number;
• registered email address;
• order number;
• product name;
• seller information where relevant;
• shipment or tracking number;
• payment transaction reference where relevant;
• date of transaction;
• description of the complaint;
• previous customer-support reference;
• photographs;
• videos;
• screenshots;
• payment evidence; and
• any other information relevant to the grievance.

Customers should provide only information reasonably necessary to investigate the matter.

8. Do Not Share Sensitive Credentials

Customers should never provide confidential authentication credentials when submitting a grievance.

NGOBazaar will not require customers to disclose information such as:

• UPI PIN;
• debit or credit card PIN;
• internet-banking password;
• CVV;
• account password;
• unrelated OTP; or
• other confidential financial authentication credentials

for the purpose of investigating a complaint.

Customers should immediately treat requests for such information with caution.

9. Complaint Ticket or Reference Number

Where a complaint is lodged through NGOBazaar's complaint-management mechanism, NGOBazaar will provide or associate the complaint with a unique ticket, complaint, or reference number that enables the complaint and its status to be identified and tracked.

Customers should retain this reference number for future communications regarding the grievance.

The complaint reference may be communicated through the Platform, email, SMS, WhatsApp, or another supported communication channel.

10. Acknowledgement of Complaints

NGOBazaar will acknowledge receipt of a consumer complaint within 48 hours of receiving it, in accordance with applicable legal requirements.

Acknowledgement does not necessarily mean that the grievance has already been resolved.

It confirms that the grievance has been received and entered into the applicable grievance-redressal process.

11. Grievance Resolution Timeline

NGOBazaar will seek to redress consumer complaints within one month from the date of receipt of the complaint, as required under applicable law.

Many straightforward complaints may be resolved earlier.

Resolution time may depend upon matters such as:

• nature of the complaint;
• information provided by the customer;
• seller response;
• logistics investigation;
• payment-provider investigation;
• return inspection;
• technical investigation;
• fraud or security review; and
• other circumstances relevant to the complaint.

Where additional information is reasonably required from the customer, NGOBazaar may request it to continue the investigation.

12. Complaint Investigation

After receiving a grievance, NGOBazaar may investigate the matter using information reasonably relevant to the complaint.

Depending upon the issue, this may include reviewing:

• customer account information;
• order records;
• product information;
• seller information;
• payment records;
• shipment information;
• tracking history;
• proof of delivery;
• return information;
• refund information;
• communications;
• customer-provided evidence;
• seller-provided evidence;
• logistics-provider records;
• payment-provider records;
• technical logs; and
• other relevant information.

Only information reasonably necessary for the investigation should be used.

13. Complaints Concerning Sellers

Where a grievance concerns a seller, NGOBazaar may forward or communicate relevant details of the complaint to the applicable seller where necessary to investigate and resolve the matter.

The seller may be required to provide information including:

• product information;
• order information;
• dispatch records;
• invoices;
• packaging information;
• product photographs;
• compliance documentation;
• warranty information; and
• other relevant evidence.

Sellers participating in NGOBazaar are expected to cooperate with legitimate consumer grievances.

14. Complaints Concerning Product Quality

Customers may raise complaints concerning matters such as:

• damaged products;
• defective products;
• incorrect products;
• missing components;
• materially misdescribed products;
• suspected counterfeit or spurious products; or
• other product-quality concerns.

NGOBazaar may request reasonable supporting evidence and coordinate with the applicable seller.

Eligible return, replacement, or refund remedies will be handled in accordance with the Refund, Return & Cancellation Policy and applicable law.

15. Complaints Concerning Shipping or Delivery

Customers may raise grievances concerning:

• shipment not dispatched;
• shipment delay;
• incorrect tracking;
• failed delivery;
• shipment marked delivered but not received;
• damaged shipment;
• tampered package;
• lost shipment;
• Return-to-Origin (RTO); or
• other delivery-related issues.

NGOBazaar may coordinate with the seller and applicable logistics provider to investigate the matter.

Shipping and delivery matters will also be governed by the Shipping & Delivery Policy.

16. Complaints Concerning Payments

Customers may raise complaints concerning matters such as:

• payment debited but order not confirmed;
• duplicate payment;
• incorrect payment amount;
• failed payment;
• refund not received;
• unauthorized or disputed transaction; or
• other payment-related concerns.

NGOBazaar may coordinate with the applicable:

• payment gateway;
• payment aggregator;
• bank;
• UPI/payment network;
• card network; or
• other payment service provider

where necessary to investigate the complaint.

Customers should not provide confidential banking authentication credentials to NGOBazaar while raising a payment grievance.

17. Complaints Concerning Refunds

If a refund has been approved but has not been received within the applicable processing period, customers may raise a grievance.

Customers should provide, where available:

• order number;
• refund amount;
• refund initiation date;
• refund reference;
• payment method; and
• other relevant transaction information.

NGOBazaar may verify the status with the relevant payment provider.

Refunds remain subject to the Refund, Return & Cancellation Policy and applicable payment-system requirements.

18. Complaints Concerning Returns or Replacements

Customers may raise a grievance where they believe that:

• an eligible return was incorrectly rejected;
• return pickup has not occurred;
• a replacement has been unreasonably delayed;
• an incorrect replacement was received;
• returned goods were incorrectly assessed; or
• another return/replacement issue remains unresolved.

NGOBazaar may review the original request, supporting evidence, seller response, logistics information, and return-verification information.

19. Complaints Concerning Counterfeit or Spurious Products

NGOBazaar does not permit sellers to knowingly offer counterfeit or spurious products.

Customers who reasonably suspect that a product is counterfeit or spurious should report the matter promptly.

NGOBazaar may:

• request supporting information;
• request seller documentation;
• investigate the listing;
• temporarily restrict the product;
• remove the listing;
• restrict or suspend the seller;
• provide an appropriate customer remedy; and
• take other action where warranted.

Any action will depend upon the circumstances, available evidence, Marketplace policies, and applicable law.

20. Complaints Concerning Product Listings

Customers may report listings they reasonably believe contain:

• misleading information;
• incorrect product information;
• misleading images;
• incorrect pricing;
• prohibited products;
• unlawful claims;
• intellectual-property infringement;
• false seller information; or
• other material Marketplace-policy violations.

NGOBazaar may review and take appropriate action concerning the listing.

21. Privacy Grievances

Customers may raise grievances concerning the collection, use, disclosure, security, retention, correction, erasure, consent, or other processing of their Personal Data.

Privacy-related grievances will be handled in accordance with:

• the NGOBazaar Privacy Policy;
• applicable data-protection requirements; and
• this grievance mechanism where applicable.

Customers should identify that their complaint concerns privacy or Personal Data so it can be appropriately routed.

22. Account and Authentication Grievances

Customers may raise complaints concerning:

• inability to access an account;
• OTP issues;
• unauthorized account access;
• suspicious login activity;
• incorrect account information;
• account restrictions; or
• other authentication-related matters.

NGOBazaar may require reasonable identity or account verification before making security-sensitive account changes.

NGOBazaar will not request that customers disclose passwords, payment PINs, or confidential financial credentials.

23. Fraud and Unauthorized Activity

Customers who believe that their account, identity, payment information, or NGOBazaar transaction has been used without authorization should report the matter as soon as reasonably possible.

NGOBazaar may temporarily restrict affected transactions or accounts where reasonably necessary to protect the customer or Marketplace while investigating suspected fraud.

Customers may also need to contact their bank, payment provider, or other appropriate authority depending upon the nature of the incident.

24. Escalation of Unresolved Complaints

Where a customer believes that a complaint has not been appropriately resolved through ordinary customer support, the customer may request escalation through the grievance-redressal mechanism.

The customer should provide:

• original complaint or ticket number;
• order number where applicable;
• summary of the unresolved issue;
• previous resolution offered, if any; and
• reason the customer believes further review is required.

The grievance may then be reviewed at the appropriate escalation level.

25. Role of the Grievance Officer

The Grievance Officer may oversee matters including:

• receipt of formal grievances;
• acknowledgement of complaints;
• coordination with internal teams;
• coordination with sellers;
• coordination with logistics providers;
• coordination with payment providers;
• review of unresolved complaints;
• monitoring grievance timelines;
• communicating grievance outcomes; and
• supporting compliance with applicable grievance-redressal requirements.

The Grievance Officer may delegate operational investigation to appropriate teams while retaining oversight of the grievance mechanism.

26. Complaint Status

Where supported by NGOBazaar's complaint-management system, customers may use their complaint or ticket number to identify or track the status of a complaint.

Complaint statuses may include stages such as:

• received;
• acknowledged;
• under review;
• awaiting information;
• seller review;
• logistics review;
• payment review;
• resolution proposed;
• resolved; or
• closed.

The exact terminology may vary depending upon the complaint-management system.

27. Requests for Additional Information

NGOBazaar may request additional information where reasonably necessary to investigate a grievance.

Customers should provide requested information within a reasonable period.

If sufficient information is not available, NGOBazaar may resolve the complaint based upon the information reasonably available or explain why further investigation cannot be completed.

Requests for additional information will not include confidential authentication credentials that are unnecessary for grievance resolution.

28. Resolution of a Grievance

Depending upon the nature of the grievance, an appropriate resolution may include:

• explanation or clarification;
• correction of information;
• cancellation;
• return;
• replacement;
• refund;
• delivery investigation;
• payment reconciliation;
• seller corrective action;
• listing correction;
• listing removal;
• account correction;
• technical correction;
• privacy-related action;
• Marketplace enforcement action; or
• another remedy appropriate under the circumstances and applicable law.

Not every complaint will result in a refund or monetary remedy.

The appropriate resolution depends upon the facts, applicable policies, contractual obligations, and applicable law.

29. Communication of Resolution

NGOBazaar will communicate the outcome of the grievance through an appropriate communication channel.

This may include:

• email;
• SMS;
• WhatsApp;
• Platform notification;
• customer-support interface; or
• another supported channel.

The communication may include relevant information about the resolution and any next steps.

30. Closure of Complaints

A grievance may be closed when:

• the issue has been resolved;
• an appropriate remedy has been provided;
• the requested information or explanation has been provided;
• the matter has been appropriately escalated or referred;
• the complaint is determined to be unsupported after reasonable investigation; or
• another appropriate resolution has been reached.

Closure of a complaint through NGOBazaar does not remove any external statutory remedy that may remain available to the consumer.

31. Reopening or Further Review

Where new and material information becomes available after a complaint is closed, a customer may contact NGOBazaar and request further review.

The customer should provide:

• previous complaint number;
• new information;
• supporting evidence; and
• explanation of why the information affects the previous resolution.

NGOBazaar may determine whether further investigation is appropriate.

32. Complaints Involving Multiple Parties

Some Marketplace grievances may involve multiple independent parties, including:

• seller;
• logistics provider;
• payment provider;
• manufacturer;
• brand;
• service provider; or
• another Marketplace participant.

NGOBazaar may coordinate among relevant parties where necessary to investigate the complaint.

The involvement of a third party does not remove any responsibility that NGOBazaar has under applicable law.

33. Seller Accountability

NGOBazaar may monitor seller grievance patterns as part of Marketplace quality and compliance.

Repeated issues may result in measures such as:

• seller warning;
• corrective-action requirement;
• listing restriction;
• listing removal;
• increased monitoring;
• account restriction;
• suspension; or
• termination

depending upon the seriousness and frequency of the issue.

34. Abusive or Fraudulent Complaints

NGOBazaar may take appropriate action where there are reasonable grounds to establish that a complaint involves:

• knowingly false information;
• fabricated evidence;
• product substitution;
• fraudulent refund claims;
• threats or unlawful conduct;
• impersonation;
• deliberate Marketplace abuse; or
• other fraudulent activity.

Legitimate complaints will not be rejected merely because a customer has previously raised grievances, returns, or refund requests.

35. Respectful Communication

Customers, sellers, and NGOBazaar representatives should communicate respectfully during the grievance-redressal process.

NGOBazaar may restrict abusive communications containing:

• threats of violence;
• unlawful harassment;
• discriminatory abuse;
• repeated spam; or
• other unlawful conduct.

Where possible, legitimate issues raised within such communications will still be addressed through an appropriate channel.

36. Complaint Records

NGOBazaar may maintain records relating to complaints and their resolution for purposes including:

• grievance management;
• legal compliance;
• dispute resolution;
• fraud prevention;
• Marketplace improvement;
• seller-performance monitoring;
• audit; and
• establishing or defending legal claims.

Personal Data contained in grievance records will be handled in accordance with the NGOBazaar Privacy Policy and applicable law.

37. Confidentiality and Privacy

Information submitted as part of a grievance will be handled in accordance with applicable privacy and data-protection requirements.

NGOBazaar may share information with relevant parties where reasonably necessary to investigate or resolve the complaint, including:

• applicable seller;
• logistics provider;
• payment provider;
• technology provider;
• professional adviser;
• governmental authority; or
• other authorized recipient.

Only information reasonably necessary for the relevant purpose should be shared.

38. Consumer Rights

Nothing in this Policy restricts, waives, or eliminates statutory rights available to consumers under applicable Indian law.

A customer is not required to waive statutory consumer rights merely because the customer uses NGOBazaar's internal grievance-redressal process.

Where this Policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will prevail to the extent of that conflict.

39. External Consumer Remedies

NGOBazaar's internal grievance-redressal process does not prevent a consumer from approaching a competent external consumer-protection forum or authority where entitled under applicable law.

Depending upon the circumstances and applicable law, external remedies may include approaching:

• the appropriate Consumer Disputes Redressal Commission;
• the National Consumer Helpline;
• the Central Consumer Protection Authority;
• another competent regulator or governmental authority; or
• a court or tribunal having lawful jurisdiction.

Customers should use the forum appropriate to their particular complaint.

40. National Consumer Helpline

Consumers may also use the National Consumer Helpline (NCH) mechanisms made available by the Government of India where appropriate.

NGOBazaar will endeavour to cooperate with applicable consumer grievance mechanisms and competent authorities in accordance with applicable law.

41. Government and Regulatory Requests

NGOBazaar will cooperate with lawful orders, notices, directions, or requests received from competent governmental, regulatory, judicial, or law-enforcement authorities as required by applicable law.

Where a consumer complaint is referred through an authorized governmental mechanism, NGOBazaar may process and respond to the matter through the applicable channel.

42. No Retaliation for Legitimate Complaints

NGOBazaar will not penalize a customer merely for raising a genuine complaint or exercising a lawful consumer right.

This does not prevent NGOBazaar from taking appropriate action against:

• fraud;
• abuse;
• unlawful conduct;
• false claims; or
• violations of Marketplace policies.

43. Accessibility of Grievance Mechanism

NGOBazaar aims to make information about its grievance-redressal mechanism reasonably accessible to customers.

The name and contact information of the Grievance Officer should be made available through an appropriate and prominent location on the Platform.

Customers should be able to identify how to raise a complaint without unreasonable difficulty.

44. Changes to this Policy

NGOBazaar may update this Grievance Redressal Policy from time to time to reflect changes in:

• applicable law;
• regulatory requirements;
• Marketplace operations;
• customer-support processes;
• seller processes;
• complaint-management systems; or
• Platform functionality.

The current version will be published on NGOBazaar with its applicable effective or last-updated date.

Material changes will be communicated where required under applicable law.

45. Relationship With Other Policies

This Policy should be read together with:

• Terms of Service;
• Marketplace Terms;
• Privacy Policy;
• Refund, Return & Cancellation Policy;
• Shipping & Delivery Policy;
• Cookie Policy; and
• other applicable NGOBazaar notices and policies.

Where a grievance concerns a specific subject such as refund, return, shipping, delivery, or privacy, the relevant specific policy will also apply.

Nothing in another NGOBazaar policy should be interpreted to remove a grievance right required under applicable law.

46. Governing Law

This Grievance Redressal Policy is governed by the laws of India.

Any grievance or dispute concerning NGOBazaar will be handled in accordance with applicable Indian law.

Nothing in this Policy prevents a consumer from approaching a consumer commission, regulator, court, tribunal, or other authority having lawful jurisdiction.

47. Contact Information

For customer complaints or grievances:

NGOBazaar

A marketplace platform operated by:

NGOFeed Digital Solution Private Limited

Email: info@ngobazaar.com
Website: ngobazaar.com

For formal grievance escalation:

Grievance Officer: Shahbaz Hassan
Designation: Managing Director
Organization: NGOFeed Digital Solution Private Limited
Email: info@ngobazaar.com

48. Important Grievance Timelines

NGOBazaar's grievance-redressal mechanism is intended to comply with applicable consumer-protection requirements.

Complaint acknowledgement: Within 48 hours of receipt.

Complaint redressal: Within one month from the date of receipt of the complaint.

Customers should retain their complaint or ticket number until the grievance has been resolved.

49. Policy Acknowledgement

By using NGOBazaar, you acknowledge that this grievance-redressal mechanism has been made available for complaints relating to the Marketplace, products, sellers, orders, payments, delivery, refunds, privacy, and other applicable matters.

Use of NGOBazaar's grievance process does not constitute a waiver of any statutory consumer right or remedy.

NGOBazaar
Operated by NGOFeed Digital Solution Private Limited

Grievance Officer: Shahbaz Hassan
Designation: Managing Director
Email: info@ngobazaar.com

Complaint Acknowledgement: Within 48 hours
Complaint Redressal: Within one month

Version 1.0 — Effective 3 October 2026