Grievance Redressal Policy
How users can submit, track and escalate complaints about FabSetu services.
Grievance Redressal Policy
Last updated
1. Scope
This policy covers complaints about account access, privacy, public content, listings, RFQs, orders, payments, user conduct, intellectual property, platform availability and the handling of a prior support request.
Product-quality, delivery, warranty and commercial complaints are normally first addressed by buyer and seller through the order workflow. FabSetu may facilitate records and communication but does not replace either party's obligations.
2. Submitting a grievance
Submit a ticket from Marketplace Support or the relevant product support area after signing in and label it as a grievance. If you cannot access your account, use the official contact shown on your FabSetu order confirmation, invoice or operator notice.
Include your name, contact details, organisation, concise description, requested outcome and relevant URL, listing, RFQ, order, payment or prior ticket references. Redact passwords, payment credentials and unrelated personal data.
3. Grievance Officer and timelines
The designated FabSetu Grievance Officer coordinates complaints received through these channels. Each complete grievance receives a reference, urgency assessment and routing to the team or transacting party able to investigate.
We aim to acknowledge a complete grievance within 24 hours and resolve it within 15 calendar days, or sooner where applicable law requires. Complex commercial, intellectual-property or authority-dependent matters may take longer, with a reasoned status update.
4. Urgent complaints and review
Mark credible threats to safety, account compromise, financial fraud or exposure of highly sensitive data as urgent. Contact local emergency services for immediate danger. Legally expedited content complaints will be prioritised within the required period.
We may request information, review audit and transaction records, contact affected parties, preserve evidence and take interim action. The outcome may include explanation, correction, restored access, content restriction, transaction assistance or authorised refund processing.
5. Escalation and external remedies
To challenge an outcome, reply with the grievance reference and identify overlooked facts. Where practicable, a senior reviewer not responsible for the initial decision will assess it.
Nothing here limits non-waivable rights to approach a consumer commission, data-protection authority, grievance appellate body, court or other competent authority. Keep your reference and evidence for any external process.