Gletra buyer protection program covering marketplace purchases, home service bookings, wallet transactions, and fraud prevention across the platform.
Gletra Customer Protection is our commitment to safe, fair, and trustworthy transactions across our multi-vendor marketplace and home services platform. This program provides money-back guarantees, structured dispute resolution, fraud monitoring, and dedicated support for buyers and service customers.
Protection applies to eligible transactions completed through Gletra's official checkout, booking payment system, or Gletra Wallet. Off-platform payments are not covered. Coverage extends to product orders, home service bookings (electricians, plumbers, carpenters, cleaners, appliance repair), and wallet-funded purchases.
Our protection team investigates claims using order records, chat and call logs (metadata and reported content), delivery tracking, service completion records, and photographic evidence. Decisions are made fairly based on platform policies and available evidence.
This Customer Protection Policy supplements our Refund Policy, Return Policy, Dispute Resolution Policy, and Safety Guidelines. Gletra may update coverage terms with notice for material changes.
You are protected when:
File a claim within 30 days of expected or actual delivery date via My Orders > Get Help > Gletra Guarantee.
File within 7 days of scheduled service date via My Bookings > Report Issue.
| Transaction Type | Max Protection | Claim Window |
|---|---|---|
| Standard product order | Full order value up to ₹1,00,000 | 30 days from delivery |
| High-value order (>₹1,00,000) | Full value; enhanced review | 30 days; may require additional verification |
| Home service booking | Full booking value up to ₹50,000 | 7 days from service date |
| Wallet transaction (fraud) | Full unauthorized amount | 24 hours from discovery |
Customer Protection does not cover:
| Stage | Timeline | Action |
|---|---|---|
| Acknowledgment | 24 hours | Claim ID assigned; initial review |
| Seller/provider response | 72 hours | Other party may submit counter-evidence |
| Gletra decision | 7 business days (standard) | Refund, replacement, or rejection with reason |
| Appeal | 5 days from decision | One appeal with new evidence |
Gletra monitors transactions for fraud using machine learning, device fingerprinting, and behavioral analysis. Suspicious orders may be held for verification. Buyers are never liable for verified unauthorized wallet or card transactions reported within 24 hours.
Report suspected fraud immediately: fraud@gletra.com or Account Settings > Security > Report Unauthorized Activity.
Gletra may review chat messages and call metadata related to disputed transactions. Users who attempt to manipulate outcomes through false claims, collusion, or evidence fabrication forfeit protection eligibility and face account termination.
In exceptional cases — significant inconvenience, repeat seller failures, or service failures — Gletra may offer additional wallet credit at its discretion. This is not guaranteed and does not set precedent.
Customer Protection team: protection@gletra.com. Live chat in app 8 AM–10 PM IST. Emergency safety issues: use in-app Emergency button during active home service bookings.
This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.