Formal structured process for resolving conflicts between buyers, sellers, and service providers on Gletra marketplace and home services.
Updated June 19, 2026 4 min read Official Gletra Policy
Gletra provides a structured, fair, and transparent dispute resolution process to address conflicts arising from marketplace product orders, home service bookings, wallet transactions, and platform interactions. This policy applies to all registered users and supplements our Customer Protection Policy, Refund Policy, and Terms & Conditions.
Disputes may involve product quality, non-delivery, service performance, billing discrepancies, communication misconduct, and refund disagreements. Gletra acts as a neutral mediator, reviewing evidence from all parties including order records, chat logs, call metadata, delivery tracking, and photographic documentation.
Users are expected to attempt good-faith resolution through Gletra Chat or calls before filing formal disputes. Most issues resolve through direct communication within 48 hours. Formal dispute filing is available when informal resolution fails.
Gletra decisions are binding for platform purposes including refund issuance, account actions, and payout holds. Users retain rights to pursue legal remedies independently as provided in our Terms & Conditions.
Evidence created after dispute filing without prior documentation
Possible Outcomes
Possible Outcomes
Full refund to original payment method or Gletra Wallet
Partial refund based on assessed damage or incomplete service
Replacement item shipped at seller expense
Free re-service by same or different provider
No refund — claim rejected with written reasoning
Account action against party found in violation (warning, suspension)
Financial Holds During Disputes
Financial Holds During Disputes
When a dispute is filed, seller or provider payouts for the disputed transaction are held until resolution. If refund is ordered, held amount is returned to buyer. If dispute is rejected, held amount is released to seller/provider.
Escalation and Arbitration
Escalation and Arbitration
If appeal is denied or dispute involves amounts exceeding ₹5,00,000, either party may request binding arbitration per Gletra Terms & Conditions. Arbitration conducted in Bengaluru, Karnataka under Indian Arbitration and Conciliation Act. Small claims court remedies remain available where applicable.
Abuse of Dispute Process
Abuse of Dispute Process
Frivolous, fraudulent, or repetitive disputes filed to harass sellers or obtain unjustified refunds result in loss of Customer Protection eligibility, account restrictions, and potential legal action for fraud.
Contact
Contact
Dispute Center in app. Email: disputes@gletra.com with Dispute ID. Response within 24 hours for acknowledgment.
Frequently Asked Questions
For non-emergency issues, Gletra requires a 48-hour good-faith communication attempt via Gletra Chat first. Exceptions: fraud, safety threats, confirmed non-delivery after tracking deadline, and provider no-show.
Standard disputes target resolution within 7 business days. Complex cases with extensive evidence may take up to 14 business days. You receive status updates at each phase.
Yes. Communication conduct disputes may be filed from the chat thread via Report > Escalate to Dispute. Include screenshots and timestamps. Gletra reviews within 72 hours.
Propose a partial refund amount during mediation. Gletra mediators may facilitate compromise solutions acceptable to both parties before issuing a formal decision.
Final for platform actions (refunds, account measures). You may appeal once within 5 days with new evidence. Independent legal or arbitration remedies remain available per Terms & Conditions.
Legitimate disputes do not affect buyer ratings. Pattern of abusive or fraudulent disputes may result in account review.
Legal Notice
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.
