Grievance Redressal Policy

This policy sets out how DeltaGuard Global Auctions handles complaints, in line with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023. 1. Raising a concern Most questions are resolved quickest through support: raise a ticket from your dashboard, or use the contact details on our Contact page. Please include the auction or transaction reference, what you expected, and what happened. Every complaint gets a ticket number so you can follow its progress. 2. Grievance officer If your concern is not resolved through support, or you wish to complain about DeltaGuard, a listing, a user, content on the platform, or the handling of your personal data, write to our grievance officer. Their name, designation and contact details are on our Contact page. 3. Timelines We acknowledge a complaint within 24 hours of receiving it and resolve it within 15 days. If we need more information from you, we will ask, and the time you take to reply is not counted. A request to remove unlawful content is acted on within the time the law sets for it. 4. Disputes between buyer and seller A dispute about a sale, for example about the condition of a lot at handover, can be raised from the transaction on your dashboard. DeltaGuard reviews the evidence from both sides, may hold the sale while it does, and records its decision with the reasons. 5. If you are not satisfied If you are not satisfied with our response, you may approach the consumer commission, the Data Protection Board of India for a matter about your personal data, or another authority with jurisdiction over the matter.