Grievance Redressal Policy

Last updated: 3 October 2026

If something on BuySalex has gone wrong for you and our normal support has not fixed it, you can raise a formal grievance. This policy explains how.

Who can complain, and about what

Anyone can raise a grievance, whether or not they have an account. Common reasons include:

• content on the site that is unlawful, harmful, defamatory, or violates your privacy or rights;
• an account impersonating you or your business;
• a decision we took about your account or ad that you think is wrong;
• a problem with a payment made to BuySalex;
• how we have handled your personal data.

For everyday questions, such as how to edit an ad or why a payment is pending, support is faster.

How to raise a grievance

Use the grievance form, or email our Grievance Officer:

Grievance Officer
BuySalex, the address shown on our Contact page
Email: [email protected]
Hours: Monday to Saturday, 10:00 to 18:00

Tell us your name and contact details, what the problem is, the link to the ad or profile involved, and any screenshots or documents that help.

What happens next

1. Acknowledgement within 24 hours. You receive a reference number by email and on screen.
2. Review. We look at the content, the account history and anything you sent us. We may contact you or the other user for more information.
3. Resolution within 15 days. We tell you what we decided and why. Requests to remove content that exposes someone's private body parts, or that impersonates someone in a sexual way, are acted on within 24 hours.

You can check progress at any time on the grievance status page with your reference number and email.

If you are not satisfied

Reply to our decision and ask for it to be reviewed by a different member of staff. If you are still not satisfied, you may approach the authorities or courts available to you under the law. For users in India, this includes the Grievance Appellate Committee set up under the IT Rules, 2021, and consumer commissions under the Consumer Protection Act, 2019.

Transparency

We publish the number of complaints received and the action taken each month in our Transparency Report.