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Last Updated: 1 July 2025

Grievance Redressal Policy

AgroZap Private Limited is committed to prompt and fair resolution of all complaints in compliance with the Consumer Protection Act 2019, Consumer Protection (E-Commerce) Rules 2020, the Information Technology Act 2000, and the DPDP Act 2023.

1. Grievance Officer

NameDesignated Grievance Officer, AgroZap Private Limited
Emailgrievance@agrozap.in
Alternate Emailcontact@agrozap.in
Working HoursMonday – Saturday, 9:00 AM – 6:00 PM IST
AddressAgroZap Private Limited, Gurugram, Haryana – 122001, India

2. Types of Grievances Accepted

  • Order disputes — wrong product, short supply, damaged goods, non-delivery.
  • Seller misconduct — false product claims, quality misrepresentation, delayed dispatch.
  • Buyer misconduct — fraudulent orders, payment default, misuse of return policy.
  • Platform issues — account suspension, listing removal, KYC rejection.
  • Data privacy complaints — unauthorised data use, breach of Privacy Policy.
  • Payment disputes (when payment features are activated).
  • Harassment or abusive communication between Users.
  • Intellectual property infringement complaints.

3. How to File a Grievance

Step 1 — Self-Resolution: Use the Platform's in-built dispute resolution tool under "My Orders → Raise Dispute". This is the preferred first step for transaction disputes.

Step 2 — Customer Support: If unresolved within 48 hours, email contact@agrozap.in with: Order ID / Account ID, detailed description of the issue, supporting documents (photos, screenshots, invoices).

Step 3 — Grievance Officer: If still unresolved after 7 days, escalate to the Grievance Officer at grievance@agrozap.in with reference to your prior complaint.

4. Response Timelines

Grievance TypeAcknowledgementResolution Target
Order / transaction disputesWithin 48 hours7 business days
Account suspension / KYC issuesWithin 24 hours5 business days
Data privacy complaintsWithin 24 hours30 days (per DPDP Act)
Fraudulent activity reportsWithin 24 hoursImmediate protective action; 10 days for resolution
IP infringement (takedown request)Within 24 hours3 business days for content removal
General platform complaintsWithin 48 hours10 business days

5. Escalation Process

  1. Level 1 — Platform Dispute Tool: In-app dispute resolution (0–48 hours).
  2. Level 2 — Customer Support Team: Email support team (48 hours – 7 days).
  3. Level 3 — Grievance Officer: Formal grievance (7 days – 30 days).
  4. Level 4 — Legal / Regulatory: If still unresolved — National Consumer Disputes Redressal Commission (NCDRC), Data Protection Board of India, or civil courts in Gurugram.

6. User Rights

  • Right to receive acknowledgement of complaint within the specified timeframe.
  • Right to be heard — both parties in a dispute are given opportunity to present evidence.
  • Right to impartial review by the Grievance Officer.
  • Right to escalate to statutory consumer forums if Platform resolution is unsatisfactory.
  • Right to access the status of your complaint at any time by referencing the complaint ID.

7. External Regulatory Bodies

BodyJurisdictionWebsite
National Consumer Disputes Redressal CommissionConsumer disputes above ₹1 Crncdrc.nic.in
State Consumer Forum (Haryana)Disputes ₹20L – ₹1 Crconfonet.nic.in
Data Protection Board of IndiaData privacy violations (DPDP Act)To be notified by Government
Cyber Crime CellFraudulent online activitiescybercrime.gov.in