Grievance Redressal, Complaints and Contact Policy

1. Purpose and access

This Policy explains how to raise a problem with Burbn B2B, obtain an Order remedy, report unlawful content or request review of a decision. It applies to Buyers, Suppliers, authorised representatives, visitors and affected individuals who do not hold an account.

The operator is Burbn Inc., with its registered office at 503, A1 Tower, Sector 73, Noida, Uttar Pradesh 201301, India, registration number ACK-0191 and GSTIN 09ACHFA4364Q1ZR. Burbn facilitates Buyer–Supplier transactions and remains responsible for its own services and express protection commitments.

You do not have to send duplicate notices to every address or post a public complaint before receiving assistance. Raising a genuine complaint, using an applicable statutory route or refusing an inadequate settlement will not by itself result in retaliation or loss of an unrelated service.

2. Contacts

These Burbn contact routes also receive B2B complaints and requests. The privacy contact is the business contact for questions about personal-data processing; the designation does not itself assert Significant Data Fiduciary status under the DPDP framework.

Electronic complaints may be submitted at any time. Ordinary staffed support hours do not suspend a statutory clock or limit the urgent complaint routes. The appropriate officer must arrange coverage for mandatory deadlines that run outside those hours.

3. What to include

Explain what happened, when it happened and the outcome requested. Include the relevant Order, payment, listing, message or account reference, the affected quantity where relevant and available evidence. Use the registered email where convenient, but a person reporting impersonation or misuse of their data need not have a registered account.

For content, identify the exact URL or another usable location and the reason it should be reviewed. For a delivery claim, distinguish the agreed date from actual receipt. For a payment problem, provide the amount, date and masked transaction or provider reference.

Do not send banking passwords, OTPs, card security codes or unnecessary identity documents. Do not publicly repost intimate or exploitative material. An authorised representative may submit a complaint with proportionate evidence of authority where needed.

4. Registration and acknowledgement

Burbn will record the receipt time, give a reference where practicable, identify the relevant route and preserve the original reporting date. A complaint received at an ordinary support address must be routed promptly if its content requires urgent or statutory handling.

We may request information necessary to identify the material, verify authority or assess a claim. Missing non-essential information does not justify refusing to register an otherwise usable complaint. Asking a follow-up question does not automatically restart or suspend a statutory deadline.

If a form or account is inaccessible, email is an alternative submission route. A timely report remains timely even if it needs to be reclassified or moved between teams. Do not open multiple identical claims merely because an acknowledgement is delayed; quote the original submission where possible.

5. Different issues have different clocks

The periods below distinguish service commitments from applicable statutory requirements. Hours and calendar days run through weekends and holidays. Business-Day rules in the commercial policies do not extend them. Where more than one rule applies, comply with every applicable duty and the shorter relevant deadline.

The IT Rules entries reflect the enacted amendments effective in 2026. A receipt message or a statement that a case is under review is not, by itself, statutory resolution. Where the required action concerns removal of content, a broader money claim may separately require investigation; the removal duty must still be performed on time.

6. Order and Buyer Protection complaints

For shortages, wrong goods, defects, non-delivery or a refused refund, apply the Returns Policy and Buyer Protection Policy. Their reporting periods are measured from the relevant actual receipt, discovery or agreed delivery event. An estimated arrival date does not start the quality-inspection window before receipt.

The Supplier normally has three Business Days to provide its evidence and proposed remedy. Burbn may intervene sooner for clear non-performance, safety, fraud or other urgent risk. Supplier silence does not prevent a decision on adequate available evidence.

A reasoned decision should identify the agreed obligation, evidence, affected goods, remedy, cost allocation, action deadline and review route. If an independent technical test is necessary, explain its scope, cost and expected completion date. A justified testing process does not suspend an independently applicable statutory action or an already approved refund.

Burbn must not make an approved qualifying Buyer Protection payment dependent on first recovering funds from the Supplier. The protection process does not require a Buyer to waive an unrelated legal claim, accept store credit or give a positive review.

7. Content, impersonation and safety reports

Reports of unlawful content follow the Acceptable Use Policy; rights-holder notices also follow the Intellectual Property Policy. Supply a location and concise explanation without unnecessary reproduction of harmful content.

Burbn will assess the applicable legal category, preserve necessary evidence and take the required action. A reporter's selection of the wrong menu category does not override an evident urgent duty. Where permitted, the affected user will receive reasons and an opportunity to challenge a restriction without disclosure of the complainant's unnecessary private information.

Dangerous products, serious safety incidents and recalls follow the Product Safety Policy. Emergency containment must not wait for a normal trade-response period. For an immediate threat to life or physical safety, contact the appropriate emergency service directly.

8. Privacy and security incidents

Privacy requests should identify the data or activity concerned and the action sought. Verification must be proportionate; the requester need not supply an excessive identity dossier. An organisation can assist its employee, but it does not automatically acquire every personal right of that individual.

The Privacy Policy explains access, correction, deletion, withdrawal and other applicable rights. A refusal or retention exception must be explained where law permits. Statutory DPDP rights and Board procedures apply according to their phased commencement; voluntary commitments made in the Privacy Policy remain as stated.

A suspected security incident is assessed immediately under the incident-response process. Relevant CERT-In reports have a six-hour deadline where the directions apply. When operative DPDP breach rules apply, affected-individual notices and the initial Board notification are due without delay, with the further Board information within 72 hours or a lawfully permitted extension. These reporting duties are distinct from the ordinary 30-day privacy-request period.

9. Decisions, implementation and records

Burbn will communicate the outcome and material reasons in a form that can be retained, subject to lawful limits on disclosure. A decision should explain what action will occur and when, not merely state that a ticket is closed.

Completion is assessed against the actual remedy: for example, whether content was disabled, a correction made, a payment initiated or usable return instructions supplied. A case can be reopened when a promised remedy is not performed or new material evidence justifies review.

Complaint records are retained for the relevant legal period or justified dispute purpose under the Privacy Policy. Access is limited to those who need it. Complainants and affected users may receive appropriate records without access to another person's confidential information.

10. Internal escalation and appeal

If the response is absent, incomplete or unsatisfactory, write to grievance@scrolling.in with the reference and reasons. A privacy matter can also be escalated to the designated privacy contact. Urgent statutory complaints need not first exhaust a series of ordinary support stages.

An appeal against a platform claim, moderation or payment decision may be submitted within 30 calendar days after the communicated decision. Identify the error, missed evidence or new information. Where practicable, someone other than the original decision-maker will review it. A delayed appeal may be considered where justified; the internal period does not shorten a statutory limitation period.

We ordinarily acknowledge an internal appeal within 24 hours and give a substantive determination within 15 calendar days, unless a shorter applicable legal period governs. Explain any lawful, necessary extension and keep any independently due remedy moving. Filing an internal appeal does not automatically extend a deadline for an external appeal.

11. External and statutory routes

Depending on the issue and applicable law, routes may include a competent court; a payment provider's dispute process; a consumer commission or other consumer mechanism; a Micro and Small Enterprises Facilitation Council for an eligible dispute; a competent privacy authority; a regulator; or law enforcement.

Where the IT Rules provide a right of appeal to a Grievance Appellate Committee, an aggrieved person may use that process for an eligible decision or unresolved grievance. The rules generally specify 30 days from receipt of the Grievance Officer's communication; unresolved-grievance cases must follow the operative filing conditions. The Committee's own endeavour to decide within 30 calendar days is not a promise of a guaranteed outcome by Burbn. See https://gac.gov.in for the official mechanism.

Where the operative DPDP framework provides a Board complaint route, its prerequisites apply, including first exhausting the available grievance-redressal opportunity where required. Do not assume every provision or procedure was already operational on 6 October 2026.

Using a Platform remedy does not waive a non-excludable statutory forum. The Burbn–user arbitration clause applies only within its stated scope and does not automatically govern a Buyer–Supplier dispute. Parties should preserve applicable legal time limits while pursuing internal resolution.

12. Accessibility, language and authorised help

If an online form is inaccessible, use email or an available support channel. State any reasonable communication assistance needed. Notices and consent information will be made available in legally required languages as applicable.

An authorised representative can assist a person who is unable to submit a complaint directly. Authority checks should protect the affected person without creating an unnecessary obstacle. Disability, absence of a purchasing account or lack of technical knowledge is not a reason to refuse a usable complaint.

13. Changes and accountability

Officer and contact changes will be updated promptly, with continuity for pending cases. A change of officer does not restart a complaint clock. Material policy changes follow the Marketplace Terms and do not retrospectively reduce an existing claim.

Burbn will maintain the routing, escalation and coverage needed to meet the obligations it publishes. Published time limits are not satisfied merely by writing this Policy; the responsible teams must implement the required response and remedy.