BharatMart Policies

1. Introduction

Effective Date: 01 April 2026

These Terms & Conditions ("Terms") govern your use of the BharatMart mobile application and website (collectively the "Platform"), operated by BharatMart Trading LLC, a company registered in Dubai, United Arab Emirates. By accessing or using the Platform you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. Eligibility

You must be at least 18 years of age and have the legal capacity to enter into binding contracts. By using this Platform, you represent and warrant that you meet these requirements. The Platform is intended for business-to-business (B2B) transactions; consumer retail purchases are subject to additional terms noted in the Buyer Protection Policy.

3. Account Registration

To access certain features you must create an account. You agree to:

• Provide accurate, current and complete information
• Maintain the security of your password
• Promptly update your information if it changes
• Notify us immediately of any unauthorised use of your account
• Accept responsibility for all activities that occur under your account

BharatMart Trading LLC reserves the right to suspend or terminate accounts that violate these Terms.

4. Use of the Platform

You agree NOT to:

• Use the Platform for any unlawful purpose or in violation of applicable UAE law
• Post false, misleading or fraudulent listings
• Infringe the intellectual property rights of any third party
• Upload viruses, malware or harmful code
• Attempt to gain unauthorised access to any system
• Harvest or collect user data without consent
• Circumvent any payment or escrow system
• Resell Platform services without written authorisation

5. Seller Obligations

Sellers on BharatMart must:

• Hold a valid trade licence or business registration
• List only genuine, accurately described products
• Honour all confirmed orders at the listed price
• Respond to buyer enquiries within 48 hours
• Comply with all applicable export/import regulations
• Maintain a seller rating of 3.5 stars or above
• Provide valid tax invoices for all transactions

Failure to comply may result in suspension of selling privileges.

6. Buyer Obligations

Buyers on BharatMart must:

• Provide accurate shipping and billing information
• Pay for confirmed orders promptly
• Inspect goods upon delivery and report defects within the return window
• Use the Platform's dispute resolution process before initiating chargebacks
• Not misuse the return or refund system

7. Fees & Commission

BharatMart Trading LLC charges a platform commission on completed transactions. Current rates are published on the Pricing page and may be updated with 30 days' notice. All prices displayed are exclusive of UAE VAT (5%) unless stated otherwise. VAT will be applied at checkout where applicable under UAE Federal Decree-Law No. 8 of 2017.

8. Intellectual Property

All content on the Platform, including logos, trademarks, text, graphics and software, is owned by or licensed to BharatMart Trading LLC and is protected under UAE and international intellectual property laws. You may not reproduce, distribute or create derivative works without prior written consent.

9. Limitation of Liability

BharatMart Trading LLC acts as a marketplace facilitator and is not a party to the transaction between buyers and sellers. To the maximum extent permitted by applicable law:

• BharatMart Trading LLC is not liable for the quality, safety or legality of listed products
• BharatMart Trading LLC's total liability shall not exceed the transaction value of the disputed order
• BharatMart Trading LLC is not liable for indirect, incidental or consequential damages

10. Governing Law & Jurisdiction

These Terms are governed by the laws of the United Arab Emirates. Any disputes shall be subject to the exclusive jurisdiction of the Courts of Dubai, UAE. Both parties agree to attempt good-faith mediation before initiating formal legal proceedings.

11. Amendments

BharatMart Trading LLC reserves the right to update these Terms at any time. Continued use of the Platform after changes constitutes acceptance of the revised Terms. Material changes will be communicated via email or in-app notification with at least 15 days' notice.

12. Contact

For legal enquiries: legal@bharat-mart.org
BharatMart Trading LLC, Dubai, United Arab Emirates

1. Introduction

Effective Date: 01 April 2026

BharatMart Trading LLC ("we", "us") is committed to protecting your personal data in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data ("UAE PDPL") and other applicable data protection regulations. This Privacy Policy explains how we collect, use, store and share your information when you use the BharatMart platform.

2. Data We Collect

We collect the following categories of personal data:

• Identity Data: name, business name, trade licence number
• Contact Data: email address, phone number, postal address
• Financial Data: payment method details (processed by Stripe — we do not store card numbers)
• Transaction Data: order history, invoices, payment records
• Technical Data: device type, IP address, app version, operating system
• Usage Data: pages viewed, search queries, session duration
• Location Data: approximate country/city (derived from IP address for currency localisation)

3. How We Use Your Data

We process your personal data for the following purposes:

• Order fulfilment and delivery coordination
• Payment processing and fraud prevention
• Customer support and dispute resolution
• Platform improvement and analytics
• Regulatory compliance (UAE VAT records, AML/KYC)
• Marketing communications (with your consent)
• Safety and security of the Platform

Our legal basis for processing is primarily contractual necessity, legal obligation, and legitimate interests.

4. Data Sharing

We may share your data with:

• Sellers (limited to order-relevant data: name, delivery address, phone)
• Payment processors (Stripe Inc., UAE operations)
• Logistics and shipping partners
• Firebase/Google Cloud (infrastructure, UAE data residency preferred)
• Legal authorities when required by UAE law

We do not sell your personal data to third parties.

5. International Data Transfers

Your data may be processed in countries outside the UAE. Where this occurs, we ensure adequate safeguards are in place consistent with UAE PDPL requirements, including standard contractual clauses approved by the UAE Data Office.

6. Data Retention

We retain personal data for as long as necessary to fulfil the purposes outlined in this Policy, or as required by law:

• Account data: for the duration of your account + 2 years
• Transaction records: 7 years (UAE tax and commercial law)
• Marketing preferences: until you withdraw consent
• Technical logs: 90 days

7. Your Rights

Under UAE PDPL you have the right to:

• Access the personal data we hold about you
• Correct inaccurate or incomplete data
• Request deletion of your data (subject to legal retention requirements)
• Object to processing for direct marketing
• Withdraw consent at any time
• Lodge a complaint with the UAE Data Office

To exercise any right, contact: legal@bharat-mart.org

8. Cookies & App Tracking

The BharatMart mobile application uses:

• Essential local storage (authentication tokens, user preferences)
• Analytics (Firebase Analytics — anonymised, aggregated)
• Crash reporting (Firebase Crashlytics)

We do not use third-party advertising trackers. You can clear app data via your device settings at any time.

9. Children's Privacy

The Platform is intended for business users aged 18 and above. We do not knowingly collect personal data from minors. If you believe a minor has provided us with personal data, contact us immediately at legal@bharat-mart.org.

10. Security

We implement industry-standard security measures including:

• TLS/SSL encryption for all data in transit
• AES-256 encryption for data at rest
• Role-based access controls
• Regular security audits
• Payment data processed solely by Stripe (PCI-DSS Level 1 certified)

No system is 100% secure. In the event of a data breach we will notify affected users within 72 hours as required by UAE PDPL.

11. Contact & DPO

Data Protection Officer: legal@bharat-mart.org
BharatMart Trading LLC, Dubai, United Arab Emirates

For privacy complaints, you may also contact the UAE Data Office at www.dataoffice.gov.ae.

1. Overview

Effective Date: 01 April 2026

BharatMart is committed to fair and transparent returns in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. This Policy applies to all purchases made through the Platform.

2. Return Window

Buyers may request a return within:

• Standard products: 7 calendar days from delivery
• Defective / damaged products: 15 calendar days from delivery
• Products not as described: 15 calendar days from delivery

Returns must be initiated through the Order section of the app. No returns will be accepted after the applicable window has closed.

3. Eligible Return Conditions

To qualify for a return, items must be:

• Unused and in original condition
• In original, undamaged packaging with all tags and accessories
• Accompanied by the original tax invoice / packing slip
• Free from signs of use, modification or damage caused by the buyer

Items returned in a different condition than received may be subject to a restocking fee or refusal.

4. Non-Returnable Items

The following are NOT eligible for return:

• Perishable goods (food, chemicals with expiry dates)
• Custom-manufactured or made-to-order products
• Products that have been used, installed or assembled
• Digital goods and software licences
• Hazardous materials
• Products explicitly marked "Non-Returnable" on the listing
• Goods damaged due to improper use or storage by the buyer

5. Defective or Wrong Items

If you receive a defective, damaged or incorrect item:

• Report within 15 days via the Order Details screen
• Attach clear photos/video evidence
• We will arrange a free return pickup
• A replacement or full refund (your choice) will be processed within 5–7 business days of receiving the returned item

6. Return Shipping

• Defective / wrong items: return shipping paid by the seller
• Change-of-mind returns: return shipping paid by the buyer
• International orders: buyer responsible for customs clearance on return shipments

7. Refund Process

Once the returned item is received and inspected:

• Approved refunds are processed within 5–7 business days
• Refunds are credited to the original payment method
• Stripe typically releases funds within 5–10 business days depending on your bank
• UAE VAT charged on the original order is fully refunded
• Platform commission is refunded if the return is due to seller error

8. Partial Refunds

A partial refund may be issued when:

• Only part of a multi-item order is returned
• Returned items show evidence of use or missing components
• A restocking fee applies (maximum 10% of item value)

9. Order Cancellation vs Return

An order that has not yet been shipped may be cancelled at no cost. Once shipped, the Return Policy applies. See the Cancellation Policy for full details.

10. Contact

For return requests: open the app → Orders → [Order] → Request Return
For support: support@bharat-mart.org

1. Overview

Effective Date: 01 April 2026

BharatMart facilitates shipment of industrial goods from sellers to buyers across India and internationally. Shipping terms depend on the seller, buyer location and product type. All estimates are business days unless stated otherwise.

2. Domestic Shipping (Within India)

• Standard delivery: 3–7 business days
• Express delivery: 1–3 business days (where available)
• Heavy/bulk freight: 5–12 business days
• Free shipping on orders above $600 (seller's discretion)
• Remote areas (PIN codes outside major cities) may add 2–3 days

Sellers are responsible for packaging goods safely for transit. Damage due to improper packaging is the seller's liability.

3. International Shipping Zones

Zone 1 — South Asia (BD, PK, NP, LK, MM): 5–10 days
Zone 2 — South-East Asia (SG, MY, TH, ID, VN, PH): 8–14 days
Zone 3 — GCC / Middle East (AE, SA, QA, KW, OM, BH): 10–18 days
Zone 4 — East Asia (CN, JP, KR, TW, HK): 10–18 days
Zone 5 — Europe, Americas, Rest of World: 15–25 days

Estimated shipping costs are shown at checkout based on destination.

4. Customs, Duties & Import Taxes

For international orders:

• Customs duties, import taxes and VAT in the destination country are the buyer's sole responsibility
• BharatMart does not pre-collect destination customs duties
• Goods may be held by customs — this can add unpredictable delays
• Buyers are advised to check their country's import regulations before ordering
• If a shipment is rejected by customs and returned, the buyer bears return freight costs

For import into the UAE specifically, UAE Customs regulations apply (Federal Authority for Identity, Citizenship, Customs & Port Security).

5. Tracking

• All shipments include a tracking number provided by the seller within 24 hours of dispatch
• Tracking link is available in the Orders section of the app
• For international orders, tracking updates may have gaps when the parcel is in transit between countries

6. Delivery Attempts

• Couriers typically make 2–3 delivery attempts
• After failed attempts, parcels are held at the nearest depot for 7 days
• If uncollected, parcels are returned to the seller and a re-delivery fee applies

7. Damaged / Lost in Transit

• Report damaged goods within 48 hours of delivery with photo evidence
• Report missing parcels after the estimated delivery date has passed by 5 business days
• BharatMart will raise a claim with the logistics provider on your behalf
• Resolution typically within 10–15 business days

8. Seller Dispatch SLA

• Sellers are required to dispatch orders within 2 business days of payment confirmation
• Delays beyond 5 business days without communication entitle the buyer to cancel and receive a full refund
• Repeat dispatch failures may result in seller account suspension

9. Contact

For shipping queries: support@bharat-mart.org
Please have your Order ID ready.

1. Buyer Cancellations

Effective Date: 01 April 2026

You may cancel an order at no cost if:

• The order has NOT yet been dispatched by the seller
• Cancellation is requested within 24 hours of placing the order

To cancel: Orders → [Order] → Cancel Order. The full amount, including UAE VAT, will be refunded to your original payment method within 5–7 business days.

2. After Dispatch

Once the seller has dispatched your order, cancellation is no longer possible. You will need to follow the Return & Refund Policy after receiving the goods.

3. Seller Cancellations

Sellers may cancel an order only if:

• The item is genuinely out of stock at time of order
• There is a verifiable force majeure event

If a seller cancels after confirmation:

• The buyer receives a 100% refund including all fees
• The seller's account receives a Cancellation Strike
• Three Cancellation Strikes within 90 days result in listing suspension

4. System / Technical Cancellations

Orders may be automatically cancelled by the system if:

• Payment is not confirmed within 30 minutes of order placement
• Fraud screening flags the transaction
• The seller does not confirm the order within 24 hours

In all system cancellation cases, the full amount is refunded immediately.

5. Subscription / Plan Cancellations

For seller subscription plans:

• Monthly plans: cancellable before the next billing date — no further charges; no refund for the current period
• Annual plans: cancel anytime; prorated refund for unused full months remaining

Cancellation requests for plans: legal@bharat-mart.org

6. Custom / Bulk Orders

Custom manufacturing orders or bulk orders with a signed purchase order may carry specific cancellation terms agreed upon at the time of order. These supersede the general policy above.

1. What is Buyer Protection?

Effective Date: 01 April 2026

BharatMart Buyer Protection guarantees a full refund if:

• Your item never arrives
• The item received significantly differs from the description
• The item is counterfeit or not genuine
• The seller fails to honour the agreed terms

Buyer Protection is automatically active for all orders paid through the BharatMart platform using supported payment methods (Google Pay, cards, net banking).

2. Coverage Period

Buyer Protection covers your purchase for:

• Domestic India orders: 15 calendar days from the estimated delivery date
• International orders: 30 calendar days from the estimated delivery date

Claims must be raised within this window.

3. Dispute Resolution Process

Step 1 — Contact the Seller (Days 1–3): Raise the issue directly with the seller via in-app Chat. Most issues are resolved at this stage.

Step 2 — Open a Dispute (Days 4–10): If unresolved, open a formal Dispute via Orders → [Order] → Open Dispute. Our team will mediate within 3–5 business days.

Step 3 — Escalate to BharatMart (Days 11+): If mediation fails, BharatMart's Trust & Safety team makes a final binding decision within 7 business days based on evidence provided by both parties.

4. Evidence You May Need

To support your claim, have ready:

• Photos or video of the received item
• Packaging photos showing damage or tampering
• Screenshots of seller communication
• Original order confirmation
• Delivery confirmation from courier

5. Refund Under Buyer Protection

If your claim is upheld:

• Full refund including shipping costs paid
• Refunded to original payment method within 5–7 business days
• You may be asked to return the item (return shipping covered by BharatMart in fraud cases)

If your claim is not upheld, you may still pursue remedies through UAE Consumer Protection channels or the Dubai Courts.

6. Exclusions

Buyer Protection does NOT cover:

• Change-of-mind returns (covered by Return Policy instead)
• Damage caused after delivery
• Items deliberately misrepresented by the buyer in a dispute
• Orders paid outside the Platform (direct bank transfers, cash)
• Transactions involving prohibited items

7. UAE Consumer Rights

In addition to this Policy, UAE Federal Law No. 15 of 2020 on Consumer Protection grants you statutory rights as a consumer. Nothing in this Policy limits those statutory rights. You may also contact the Ministry of Economy Consumer Protection Department at +971-600-522-225.

1. Eligibility to Sell

Effective Date: 01 April 2026

To sell on BharatMart you must:

• Be a registered business entity (company, LLP, sole trader)
• Hold a valid trade licence, GST registration (India) or equivalent VAT registration
• Be at least 18 years of age
• Agree to all Seller Policies and Platform Terms

BharatMart Trading LLC reserves the right to verify all seller documentation and to decline or revoke selling privileges at its sole discretion.

2. Product Listing Standards

All product listings must:

• Have accurate titles, descriptions and specifications
• Include clear, high-resolution photos of the actual product
• State the correct country of origin
• Accurately reflect stock availability
• Include HSN/HS codes for industrial/traded goods
• Display accurate MOQ (Minimum Order Quantity)
• Not use misleading keywords or competitor brand names

Listings found to be inaccurate or misleading will be removed without notice.

3. Pricing

• Prices must be in USD (United States Dollar) — the Platform converts to the buyer's currency live at display time
• Prices must include all applicable taxes or clearly state "ex-tax"
• Price gouging during shortage situations is prohibited
• Sellers may not charge buyers separately for normal payment processing fees

4. Order Fulfilment

Sellers must:

• Confirm or reject orders within 24 hours
• Dispatch confirmed orders within 2 business days
• Provide valid tracking information within 24 hours of dispatch
• Package goods safely to prevent transit damage
• Issue a proper tax invoice with every shipment

5. Commission & Payments

• Platform commission (as published on the Pricing page) is deducted from each completed transaction
• Seller payouts are processed weekly, every Monday
• Minimum payout threshold: $50
• Payouts on disputed orders are held until the dispute is resolved
• BharatMart Trading LLC may set off any amounts owed by the seller against payouts

6. Seller Rating & Performance

Sellers are rated on a 5-star scale based on:

• Product quality as rated by buyers
• Dispatch speed
• Response rate to enquiries
• Dispute rate

Sellers below 3.5 stars over a rolling 90-day period will be placed on a Performance Improvement Plan. Continued underperformance may result in suspension.

7. Prohibited Seller Actions

Sellers may NOT:

• List items on the Prohibited Items list
• Conduct transactions outside the Platform to avoid commission
• Solicit buyers for off-platform contact before an order is placed
• Offer fake discounts (inflated "original" prices)
• Manipulate reviews or ratings
• Use multiple accounts to circumvent restrictions

8. Account Suspension & Termination

BharatMart may suspend or permanently terminate a seller account for:

• Repeated policy violations
• Fraud or attempted fraud
• Counterfeit goods
• Severe buyer complaints
• Legal orders from UAE or Indian authorities

Sellers may appeal suspension decisions by emailing legal@bharat-mart.org within 14 days.

1. Payment Methods

Effective Date: 01 April 2026

BharatMart accepts the following payment methods:

• Google Pay (Android)
• Apple Pay (iOS)
• Credit / Debit Cards (Visa, Mastercard, American Express, UnionPay)
• Bank Transfers (SWIFT / SEPA / local bank rails)
• UPI — India buyers (PhonePe, Paytm, GPay and all UPI-enabled apps)

All payments are processed by Stripe Inc., a PCI-DSS Level 1 certified payment service provider. BharatMart Trading LLC does not store card or bank account details.

2. Currency & Settlement

• Prices on the Platform are displayed in the buyer's local currency based on their detected location
• All transactions are settled in UAE Dirhams (AED) to BharatMart Trading LLC's UAE bank account
• Stripe handles real-time currency conversion at the mid-market rate plus a small conversion margin
• The AED amount charged is displayed at checkout before payment confirmation

BharatMart Trading LLC is registered in Dubai, UAE. Stripe UAE entity processes all payments in compliance with UAE Central Bank regulations.

3. UAE VAT

• UAE Value Added Tax (VAT) at 5% applies to transactions where the buyer is located in the United Arab Emirates
• For all other countries, the transaction is zero-rated for UAE VAT purposes under the UAE FTA rules for cross-border B2B exports
• Import taxes and duties in the buyer's country remain the buyer's responsibility
• VAT-registered buyers in the UAE may claim input tax credit on their VAT returns using the tax invoice issued by BharatMart

4. Payment Security

• All payment data is encrypted using TLS 1.3
• 3D Secure (3DS2) authentication is applied for card payments
• Stripe's AI-based Radar system screens all transactions for fraud
• Suspicious transactions may be held for manual review — you will be notified within 2 hours
• BharatMart will NEVER ask for your full card number, CVV, PIN or OTP via chat, email or phone

5. Payment Failures

If a payment fails:

• Your account will NOT be charged
• Check that your card/bank account has sufficient funds
• Ensure your card is enabled for international/online transactions
• Try an alternative payment method
• Contact your bank if issues persist

For disputes with your bank regarding charges: support@bharat-mart.org

6. Refunds

Refunds are returned to the original payment method. Stripe typically processes refunds within 5–10 business days. Some banks may show the credit earlier. Please refer to the Return & Refund Policy for eligibility criteria.

7. Escrow for High-Value Orders

For orders above USD 5,000 (or the equivalent in your local currency at the live exchange rate shown at checkout), BharatMart holds payment in escrow until delivery is confirmed by the buyer.

Funds are released to the seller within 24 hours of delivery confirmation.

1. Absolutely Prohibited

The following items are STRICTLY PROHIBITED and will result in immediate account termination and possible reporting to authorities:

• Weapons, firearms, ammunition and explosives
• Narcotic drugs, controlled substances and drug paraphernalia
• Counterfeit or replica goods of any brand
• Stolen goods or goods obtained through fraud
• Child sexual abuse material (CSAM) — any such content will be reported to law enforcement immediately
• Human organs, tissue or bodily fluids
• Goods produced using forced or child labour
• Malware, hacking tools or surveillance software

2. Regulated Items (Require Prior Approval)

The following may only be listed after submitting relevant licences or permits to BharatMart Trading LLC:

• Pesticides, herbicides and controlled agricultural chemicals
• Pharmaceutical products and medical devices
• Radio-frequency equipment (requires WPC licence in India)
• Drones and UAVs (requires DGCA approval)
• Defence / dual-use technology (requires DGFT SCOMET licence)
• Alcohol and tobacco products
• Gold, precious metals and gemstones (require BIS/hallmarking certificates)

To apply for approval: legal@bharat-mart.org

3. Restricted for International Sale

Certain items may be sold domestically within India but cannot be listed for international export without appropriate Export Control Classification Numbers (ECCN) and licences:

• Encryption software above 64-bit
• Items on India's SCOMET (Special Chemicals, Organisms, Materials, Equipment & Technologies) list
• US-origin goods subject to EAR (Export Administration Regulations)

Sellers are responsible for ensuring export compliance. BharatMart is not liable for customs seizures arising from improper export documentation.

4. Environmentally Restricted

• Single-use plastics banned under Indian law
• Ozone-depleting substances (CFCs, HCFCs)
• Electronic waste (e-waste) — must comply with E-Waste Management Rules 2022 (India)
• Asbestos-containing products
• Goods made from CITES-protected species

5. Reporting Prohibited Listings

If you see a listing that violates this Policy, please report it via the listing page → "Report this listing" or email legal@bharat-mart.org with the listing URL and reason. We investigate all reports within 24 hours.

1. Our IP

Effective Date: 01 April 2026

The BharatMart name, logo, design system, software, databases and all content created by BharatMart Trading LLC are protected by UAE Federal Law No. 38 of 2021 on Copyright and Neighbouring Rights and equivalent Indian IP law. Unauthorised use is prohibited.

2. Seller Responsibility

Sellers are solely responsible for ensuring they have the right to list and sell the products they post. By listing a product you represent and warrant that:

• You are the manufacturer or an authorised distributor
• The listing does not infringe any third-party patent, trademark, copyright or trade secret
• Product images used in listings are either original or licensed

3. Trademark Policy

Using another brand's trademark in a product title, description or image without authorisation is prohibited. This includes:

• Using "compatible with [Brand]" in a misleading way
• Using a brand's logo as your own
• Registering a username that mimics a well-known brand

Verified brand owners may enroll in the BharatMart Brand Registry to protect their trademarks on the Platform.

4. IP Infringement Notice & Takedown

To report an IP infringement, send a written notice to legal@bharat-mart.org containing:

• Your full name and contact details
• Identification of the copyrighted work or trademark allegedly infringed
• Identification of the infringing listing (URL or Order ID)
• A statement that you have a good-faith belief the use is unauthorised
• A statement, under penalty of law, that the information is accurate
• Your physical or electronic signature

We will respond within 3 business days and remove confirmed infringing listings within 24 hours of verification.

5. Counter-Notice

If your listing was removed following an IP claim and you believe the removal was made in error, you may submit a counter-notice to legal@bharat-mart.org. The original complainant will be notified. If they do not initiate legal proceedings within 10 business days, the listing may be reinstated.

6. Repeat Infringers

BharatMart operates a repeat infringer policy. Sellers who receive three or more validated IP infringement strikes will have their accounts permanently suspended.

1. Scope

Effective Date: 01 April 2026

This Policy applies to disputes between buyers and sellers arising from transactions conducted on the BharatMart platform. Both parties agree to follow this process before resorting to legal action.

2. Step 1 — Direct Resolution (Days 1–3)

Contact the other party directly via the in-app Chat within the Order. Provide clear evidence of your concern. The majority of disputes (product quality, minor delays) are resolved at this stage without Platform intervention.

If no response is received within 48 hours, proceed to Step 2.

3. Step 2 — Platform Mediation (Days 4–10)

Open a formal dispute: Orders → [Order] → Open Dispute.

You will be asked to:

• Describe the issue
• Upload supporting evidence (photos, messages, tracking details)

BharatMart's Resolution Team will review all evidence and contact both parties within 3 business days. A proposed resolution will be issued within 7 business days.

4. Step 3 — Binding Decision (Days 11–18)

If either party rejects the proposed resolution, the dispute is escalated to a senior BharatMart arbitrator. Both parties will have one final opportunity to submit evidence. The arbitrator's decision is binding on both parties.

The arbitrator's decision will be issued within 7 business days of escalation.

5. Refund Holds During Dispute

Payment for the disputed order is held in escrow from the moment a dispute is opened until it is resolved. Funds will not be released to the seller, nor refunded to the buyer, until the dispute is closed.

6. Fraudulent Disputes

Buyers or sellers who file disputes in bad faith, provide fabricated evidence, or abuse the dispute process will have their accounts suspended and may be liable for damages incurred by the other party.

7. External Legal Remedies

Nothing in this Policy prevents either party from exercising their rights under UAE law:

• UAE Consumer Protection (Ministry of Economy): 600-522-225
• Dubai Economic Department (DED): www.dubaided.gov.ae
• Dubai Courts: www.dc.gov.ae
• India: National Consumer Helpline: 1800-11-4000

However, BharatMart's internal dispute resolution must be completed first before any chargeback is initiated with your payment provider.

8. Chargeback Policy

Initiating a chargeback with your bank or card issuer before completing BharatMart's dispute process may result in:

• Immediate account suspension pending investigation
• Permanent ban if the chargeback is found to be fraudulent

Chargebacks impose significant costs on the Platform. We strongly encourage using our free and fast internal process first.

1. App & Developer

Effective Date: 01 April 2026

This Account Deletion Policy applies to the BharatMart mobile application (the "App"), published on the Apple App Store and Google Play Store.

• App Name: BharatMart
• Operated by: BharatMart Trading LLC
• Published / Developed by: GBCORP LLC, United States of America
• Support email: support@bharat-mart.org
• Legal email: legal@bharat-mart.org

2. How to Request Account Deletion (In-App)

You can request deletion of your account directly from within the App at any time:

• Step 1 — Open the BharatMart app and sign in.
• Step 2 — Tap your profile icon (top-right) → Settings.
• Step 3 — Scroll to the bottom and tap "Delete Account".
• Step 4 — Read the red-highlighted confirmation notice carefully.
• Step 5 — Tap "Delete" to confirm. The App will display the verification email address (support@bharat-mart.org) for you to send your final request from your registered email account.
• Step 6 — Send a short email from your registered address to support@bharat-mart.org with subject "Account Deletion Request".
• Step 7 — Our team will verify your identity and complete the deletion within 7 business days. You will receive a final confirmation email.

No payment, subscription or further app interaction is required to delete your account.

3. How to Request Account Deletion (Email)

If you cannot access the App (lost device, locked account, uninstalled the App), you may request deletion by email:

• Step 1 — Send an email to: support@bharat-mart.org
• Step 2 — Subject line: "Account Deletion Request"
• Step 3 — Include the registered email address used to create your account.
• Step 4 — Include your full name and (if known) your registered phone number for verification.
• Step 5 — We will verify your identity and process the request within 7 business days. You will receive an email confirming completion.

We will never delete an account on the basis of an unverified request.

4. Data That Will Be DELETED

When your account deletion request is completed, the following data is permanently erased from our active systems:

• Profile information (name, email, phone number, photo, address)
• Login credentials and authentication tokens
• Saved shipping and billing addresses
• Cart contents and saved items
• Search history and recently viewed products
• In-app chat messages between you and sellers/buyers
• Stored payment-method tokens (the underlying card data is held by Stripe and is also revoked)
• Marketing preferences and notification subscriptions
• Device identifiers, push tokens and analytics events linked to your account

5. Data That Will Be RETAINED (and why)

Some data must legally be retained even after account deletion. The following will be kept in a restricted, access-controlled archive:

• Tax invoices, order records and payment receipts — retained for 7 years to comply with UAE Federal Decree-Law No. 8 of 2017 (VAT Law) and the UAE Commercial Transactions Law.
• Anti-money-laundering / KYC records (where applicable) — retained for 5 years per UAE Federal Decree-Law No. 20 of 2018.
• Dispute, fraud and chargeback records — retained for 5 years for fraud-prevention and audit purposes.
• Aggregated, fully anonymised analytics — retained indefinitely; cannot be linked back to you.
• Backup snapshots — purged on a rolling 90-day cycle. Personal data inside backups is unrecoverable for restoration after account deletion is complete.

Retained records are accessible only to authorised compliance personnel and are not used for marketing, profiling or any commercial purpose.

6. Deletion Timeline

• In-app request: account is deactivated immediately. Personal data is deleted from active systems within 7 calendar days.
• Email request: identity verification within 3 business days, deletion within 7 calendar days of verification.
• Backup purge: any residual personal data inside encrypted backups is overwritten within 90 days.
• You will receive a final confirmation email once deletion is fully complete.

7. Effect of Deletion

• You will be signed out of all devices.
• You will not be able to recover orders, chats, addresses or saved items.
• Sellers you have transacted with will retain a record of your past orders for tax/legal purposes only.
• You may create a new account in the future using the same email — it will not be linked to your deleted account.

8. Questions

For any question about this Policy or the deletion process, contact: support@bharat-mart.org

For formal data-protection complaints, contact our Data Protection Officer: legal@bharat-mart.org or the UAE Data Office: www.dataoffice.gov.ae