This policy explains how Buyers, Sellers, and other Users can file complaints or grievances relating to BazaarCo, Orders placed through BazaarCo, or conduct on the Platform.
This policy should be read together with the Terms & Conditions, Buyer Protection Policy, Return & Refund Policy, Cancellation Policy, and Legal Information.
1. Purpose
BazaarCo operates an internal grievance redressal mechanism to receive, review, and respond to complaints in a fair, documented, and reasonably timely manner.
Because BazaarCo is an intermediary marketplace, some complaints may concern third-party Sellers, couriers, payment providers, or other service partners. Even in such cases, BazaarCo may receive the complaint, review the available facts, coordinate with the relevant party, and take action where appropriate under law or Platform policy.
2. What Counts as a Grievance
A grievance is a formal complaint relating to a transaction, service, platform action, or user-rights issue connected to BazaarCo.
Examples include complaints about:
- non-delivery or late delivery;
- damaged, defective, incomplete, expired, counterfeit, or misdescribed Products;
- refund, cancellation, return, or replacement disputes;
- payment problems, suspicious charges, or failed refunds;
- Seller misconduct, fraud, or unfair trade practices;
- account restriction, impersonation, or unauthorized access;
- privacy or misuse of personal information;
- abusive conduct, harassment, or policy violations on the Platform; or
- other issues affecting a User's contractual or consumer rights in relation to BazaarCo.
3. What Is Not Usually Handled as a Grievance
The grievance process is not the primary channel for:
- ordinary product reviews or ratings;
- feature requests or suggestions;
- general support questions that do not involve a dispute or rights issue;
- commercial negotiations that are still ongoing without an actual complaint; or
- issues that are fully unrelated to BazaarCo or a BazaarCo-originated transaction.
BazaarCo may still redirect or assist with such requests through ordinary support where appropriate.
4. Who May File a Grievance
The following may file a grievance:
- Buyers;
- Sellers or Store operators;
- a person acting on behalf of a User with lawful authority;
- a recipient of an Order affected by the issue; or
- another person directly affected by conduct on the Platform, where BazaarCo determines the complaint is appropriate for review.
5. How to File a Grievance
You may file a grievance through one or more of the following channels made available by BazaarCo:
- the relevant Order, dispute, return, or support flow within the Platform;
- support email;
- phone or WhatsApp support; or
- any other complaint channel BazaarCo publicly makes available for grievance intake.
Current contact details are published in Legal Information. At the time of this version, the primary contact channels are:
- Email: support@bazaarconepal.com
- Phone / WhatsApp: +977 9700053075
To help BazaarCo investigate efficiently, please include where possible:
- your name and contact details;
- order number, store name, or account reference;
- a clear description of the issue;
- the date or approximate timeline of events;
- the remedy you are requesting; and
- supporting evidence such as photos, screenshots, receipts, chat logs, tracking details, or other documents.
6. Acknowledgment and Intake Review
After receiving a grievance, BazaarCo may:
- acknowledge receipt;
- assign the complaint for review;
- request further information or clarification;
- determine whether the issue is suitable for ordinary support, return processing, buyer protection, policy enforcement, or formal grievance handling; and
- consolidate duplicate complaints concerning the same issue.
If a complaint is incomplete, BazaarCo may request additional information before substantive review.
7. Investigation Process
Depending on the nature of the grievance, BazaarCo may:
- review order records, payment records, support history, delivery status, and platform logs;
- request a response from the Seller or another relevant party;
- request additional evidence from the complainant;
- inspect whether the issue falls under return, refund, cancellation, buyer-protection, privacy, or conduct policies;
- place temporary administrative holds where reasonably necessary, such as payout holds or listing restrictions; and
- make a decision based on the available record, applicable policy, and relevant law.
BazaarCo is not required to accept unsupported allegations at face value. Decisions may depend on the quality, consistency, and timeliness of the evidence provided.
8. Timelines
BazaarCo aims to handle grievances as promptly as reasonably possible.
Actual resolution time may depend on:
- the complexity of the dispute;
- whether the grievance concerns a live order, refund, or fraud review;
- whether third-party Seller or courier input is required;
- whether physical return, inspection, or verification is needed; and
- whether the complainant responds promptly to requests for information.
Where law or Platform policy provides a specific response or resolution timeline, BazaarCo will aim to comply with that timeline. Where no fixed mandatory period applies, BazaarCo will act within a commercially reasonable period.
9. Possible Outcomes
Depending on the grievance, BazaarCo may:
- provide clarification or explanation;
- dismiss the grievance where the complaint is unsupported or outside scope;
- facilitate or direct a refund, replacement, return, or cancellation outcome;
- require additional verification before relief is granted;
- issue a warning or corrective direction to a Seller or User;
- remove content, listings, or Store access;
- hold or adjust payouts where justified;
- suspend or terminate an account or feature; or
- refer the matter for further legal, compliance, or governmental review where appropriate.
Not every grievance will result in financial compensation, and BazaarCo may choose different remedies based on the facts and applicable policy.
10. User Responsibilities During a Grievance
Users participating in the grievance process must:
- provide truthful and complete information;
- avoid submitting fabricated, altered, or misleading evidence;
- preserve relevant records, Products, packaging, and communications where reasonable;
- cooperate with reasonable requests for clarification or verification; and
- avoid harassment, threats, or retaliatory conduct during the dispute.
Misuse of the grievance process may itself be treated as a policy violation.
11. Seller Responsibilities During a Grievance
Sellers must cooperate with BazaarCo's grievance handling where the complaint concerns their listing, Store, conduct, or fulfillment.
This may include:
- responding to BazaarCo's requests within a reasonable period;
- providing accurate order, inventory, dispatch, or warranty information;
- cooperating with return, refund, or replacement handling where required; and
- refraining from retaliation, intimidation, evidence tampering, or off-platform pressure on the complainant.
Failure to cooperate may result in BazaarCo deciding the matter based on the available record and taking enforcement action.
12. Appeals and Reconsideration
If you believe BazaarCo made a clear error, you may request reconsideration by contacting support and stating why you believe the decision should be reviewed.
BazaarCo may, but is not required to, reopen a grievance where:
- material new evidence is provided;
- relevant facts were unavailable earlier;
- the original decision was based on an obvious factual error; or
- law or policy requires further review.
Repeated requests that do not add new or relevant information may be declined.
13. External Escalation
Nothing in this policy prevents a User from seeking any remedy available under applicable Nepali law.
Where a User believes a complaint remains unresolved, they may also consider escalation to an appropriate regulatory, consumer-protection, or legal forum with jurisdiction over the matter. BazaarCo may cooperate with lawful government or judicial requests relating to such complaints.
14. Privacy and Recordkeeping
BazaarCo may collect, use, store, and disclose grievance-related information as reasonably necessary to:
- review and resolve the complaint;
- comply with legal or regulatory obligations;
- protect Users and the Platform;
- maintain transaction and complaint records; and
- support enforcement or fraud-prevention actions.
Grievance-related personal data is handled in accordance with BazaarCo's Privacy Policy.
15. Changes to This Policy
BazaarCo may update this policy from time to time to reflect changes in law, operations, complaint channels, or Platform processes.
The updated version becomes effective on the date shown at the top of this document.
16. Contact
- Support email: support@bazaarconepal.com
- Phone / WhatsApp: +977 9700053075
- Support hours: 8 AM - 8 PM, Sunday - Friday
For company and complaint-channel details, see Legal Information.
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