KASHOPS Grievance Redressal & Complaints Policy

1. TYPES OF MATTERS THAT MAY BE REPORTED

You may report matters including:

• illegal or prohibited products;
• counterfeit or suspected counterfeit products;
• stolen goods;
• misleading Listings;
• fraudulent or suspicious Sellers;
• impersonation;
• intellectual-property infringement;
• abusive or threatening behaviour;
• harassment;
• inappropriate Content;
• misuse of personal information;
• spam;
• suspicious messages;
• fake or manipulated reviews;
• security concerns;
• Platform abuse;
• violations of KASHOPS policies; and
• other matters requiring KASHOPS’s attention.

2. HOW TO SUBMIT A REPORT

Reports may be submitted through available KASHOPS reporting channels, including:

Where required by applicable law, KASHOPS will publish the relevant legally mandated contact details of its designated Grievance Officer or other responsible person.

3. INFORMATION TO INCLUDE

Where possible, a report should include:

• your name and contact information;
• the URL or identifier of the relevant Listing, Shop, account or message;
• the reason for the complaint;
• a description of the issue;
• supporting evidence, where available; and
• any other information reasonably necessary to investigate the matter.

Anonymous reporting may be available for certain categories where KASHOPS considers it appropriate.

KASHOPS may request additional information where reasonably necessary to understand or investigate a complaint.

4. ACKNOWLEDGEMENT AND REVIEW

KASHOPS will process grievances in accordance with applicable legal requirements and its internal procedures.

Depending on the nature of the matter, KASHOPS may:

• acknowledge or respond to the complaint;
• request additional information;
• review relevant Platform information;
• contact the Seller or User concerned where appropriate;
• restrict or remove Content;
• suspend or restrict an account;
• take no action where a complaint is unsupported, insufficiently substantiated or outside KASHOPS’s remit; or
• refer a matter to a competent authority where appropriate or legally required.

Where applicable law prescribes specific acknowledgement, resolution or response timelines, KASHOPS will follow those requirements.

5. URGENT SAFETY OR ILLEGAL ACTIVITY

Where a report indicates an immediate threat to safety, serious criminal conduct or another urgent legal concern, KASHOPS may take immediate protective or enforcement action.

KASHOPS may also contact, cooperate with or provide relevant information to appropriate authorities where required or legally permitted.

6. INTELLECTUAL-PROPERTY COMPLAINTS

A person claiming that Content on KASHOPS infringes their intellectual-property rights should provide sufficient information to identify:

• the protected work, mark, design or other right;
• the allegedly infringing Content;
• the relevant Listing, Shop or account;
• the basis for the claim; and
• contact information for follow-up.

KASHOPS may remove, restrict or disable access to Content where appropriate, following review or where otherwise required by applicable law.

KASHOPS may request additional documentation or information reasonably necessary to assess the complaint.

7. SELLER RESPONSE

Where a complaint concerns a Seller, KASHOPS may provide the Seller with an opportunity to respond where appropriate and legally permissible.

KASHOPS may request evidence such as:

• invoices;
• licences;
• registrations;
• authorisations;
• product documentation;
• business information; or
• other relevant evidence.

Failure to provide reasonably requested information may result in appropriate Platform action where permitted under KASHOPS policies and applicable law.

8. ACTIONS AVAILABLE TO KASHOPS

Depending on the circumstances, KASHOPS may:

• issue a warning;
• remove or restrict Content;
• restrict Listing or Shop visibility;
• temporarily suspend an account;
• permanently terminate an account;
• restrict particular Platform features;
• require additional verification;
• prevent re-listing of prohibited or restricted Content;
• preserve relevant information where legally appropriate; or
• cooperate with lawful governmental or law-enforcement requests.

KASHOPS may take immediate action where reasonably necessary to protect Users or Sellers, comply with applicable law, prevent serious harm, address fraud or abuse, or protect the integrity and safety of the Platform.

9. NO GUARANTEE OF A PARTICULAR OUTCOME

Submitting a complaint does not guarantee that KASHOPS will remove Content, terminate an account or reach a particular outcome.

KASHOPS will assess matters based on the information reasonably available to it, applicable law and its Platform policies.

KASHOPS may determine the appropriate action based on the circumstances of each matter.

10. CONSUMER AND SELLER DISPUTES

KASHOPS may assist with communication or investigation where appropriate.

However, KASHOPS currently operates primarily as a marketplace, discovery and communication Platform and does not itself act as the seller of products, own or stock Seller inventory, or process or hold customer purchase funds.

Accordingly, disputes concerning a direct purchase, product quality, delivery, warranty, payment or other transaction will generally involve the relevant Seller and customer.

A Seller remains responsible for its own products, Listings, representations, transactions and conduct in accordance with the KASHOPS Seller Agreement and applicable law.

Where a Seller engages in fraud, cheating, scams or other unlawful conduct, the Seller may be subject to enforcement and liability in accordance with the Seller Agreement and applicable law.

Any formal dispute between a User or Seller and KASHOPS itself will be subject to the applicable dispute-resolution, arbitration and jurisdiction provisions of the KASHOPS Terms of Use and Seller Agreement.

Nothing in this section limits any statutory right or remedy available under applicable law, including a consumer’s right to approach a consumer dispute redressal forum or commission where legally available.

11. PRIVACY

Information submitted through a grievance or complaint will be handled in accordance with the KASHOPS Privacy Policy and applicable law.

KASHOPS may retain information relating to complaints where reasonably necessary for investigation, legal compliance, security, fraud prevention, enforcement or dispute resolution.

KASHOPS will seek to limit access to grievance information to persons who reasonably require it for the relevant purpose, subject to applicable law and legitimate Platform requirements.

12. FALSE OR ABUSIVE REPORTS

Users and Sellers must not knowingly:

• submit false or fabricated complaints;
• provide fabricated or misleading evidence;
• abuse reporting mechanisms;
• impersonate another person when submitting a report; or
• use the complaint process to harass, threaten, extort or unlawfully target another person.

KASHOPS may take appropriate action against misuse of the reporting system, including restricting or suspending Platform access where warranted.

14. POLICY UPDATES

KASHOPS may update this Policy from time to time where necessary to reflect:

• changes in applicable law;
• regulatory requirements or guidance;
• Platform functionality;
• reporting and grievance mechanisms;
• internal procedures; or
• changes in Platform safety and enforcement practices.

The latest version of this Policy will be made available through the Platform or other appropriate means.