Enforceable rules of behaviour and account integrity requirements for all Gletra platform users including buyers, sellers, and service providers.
Updated June 19, 2026 5 min read Official Gletra Policy
This User Conduct Policy establishes enforceable rules of behaviour for every person who accesses or uses Gletra, including buyers, sellers, service providers, and account administrators. Compliance is mandatory and violations carry consequences up to permanent account termination.
Gletra operates a multi-vendor marketplace with integrated Gletra Wallet, real-time chat, voice and video calling, Seller Panel, and home services booking. The interconnected nature of our platform means that conduct violations in one area—such as chat abuse or wallet fraud—may affect your entire account status.
This policy implements and enforces the behavioural standards described in our Community Guidelines with specific rules, detection methods, and enforcement procedures. It applies to all platform features and all forms of user interaction whether conducted through the app, website, API, or customer support channels.
Gletra uses automated fraud detection, manual trust and safety review, and user reports to identify conduct violations. We may restrict accounts proactively when suspicious patterns are detected, pending investigation completion.
Account Integrity
Account Integrity
Each user must maintain account integrity in accordance with the following requirements.
Register one personal account unless operating an authorised business account through the Seller Panel
Provide accurate registration information and keep KYC documents current
Maintain sole control of login credentials—do not share passwords or OTP access
Do not create accounts using false identity, stolen documents, or another person's information
Do not operate multiple accounts to evade suspensions, abuse promotions, or manipulate reviews
Notify Gletra immediately if you suspect unauthorised account access
Transaction Integrity
Transaction Integrity
All transactions on Gletra must be conducted through platform payment systems to ensure buyer protection, seller settlement, and regulatory compliance.
Complete all product purchases through Gletra checkout or Gletra Wallet
Pay for home service bookings through Gletra escrow—never direct cash to providers for platform bookings
Do not solicit or accept off-platform payments to evade marketplace commissions
Do not file fraudulent chargebacks for legitimately delivered orders or completed services
Do not abuse return or refund policies through wardrobing, empty box returns, or false defect claims
Do not manipulate wallet top-ups, promotional credits, or cashback programmes
Communication Conduct
Communication Conduct
All communication through Gletra Chat, voice calls, video calls, reviews, and support channels must comply with professional conduct standards.
No harassment, threats, stalking, or persistent unwanted contact
No spam, bulk unsolicited messages, or automated messaging without authorisation
No sharing of malware links, phishing content, or fraudulent schemes
No impersonation of Gletra employees, other users, or government officials
No recording of calls without required consent
Seller and Provider Conduct Requirements
Seller and Provider Conduct Requirements
Users operating as sellers or service providers bear additional conduct obligations beyond those applicable to buyers.
Requirement
Buyers
Sellers
Service Providers
KYC completion
For wallet withdrawal
Mandatory
Mandatory
Response time standard
N/A
24 hours chat
2 hours chat
Off-platform payment ban
Report if solicited
Strictly prohibited
Strictly prohibited
Performance metrics
N/A
Dispatch and return rates
Rating and arrival rates
Prohibited Technical Conduct
Prohibited Technical Conduct
The following technical activities violate platform security and are prohibited under all circumstances.
Scraping, crawling, or harvesting user data or listing content without written authorisation
Reverse engineering Gletra applications, APIs, or security mechanisms
Deploying bots, scripts, or automation tools without Gletra API authorisation
Attempting unauthorised access to other accounts, Seller Panel data, or backend systems
Interfering with platform operations through DDoS attacks or resource exhaustion
Circumventing geographic restrictions, account bans, or feature limitations
Fraud and Deceptive Practices
Fraud and Deceptive Practices
Gletra has zero tolerance for fraud. The following activities result in immediate account termination and referral to law enforcement and financial regulators where applicable.
Identity fraud including fake KYC submissions and synthetic identity creation
Payment fraud including stolen card use, friendly fraud chargebacks, and wallet laundering
Counterfeit product sales and intellectual property infringement at scale
Triangulation fraud and drop-shipping scams using stolen payment credentials
Collusion between buyers and sellers to extract platform credits or manipulate metrics
Enforcement Framework
Enforcement Framework
Gletra applies progressive enforcement for most violations, escalating based on severity and recurrence.
Warning: Written notice for first minor violations with no immediate restriction
Feature Restriction: Temporary loss of chat, calling, wallet, or selling privileges
Temporary Suspension: Account access blocked for 7 to 90 days pending review
Permanent Termination: Irreversible account closure for severe or repeated violations
Legal Referral: Evidence preserved and shared with authorities for criminal conduct
Severe violations including violence threats, child safety issues, and large-scale fraud bypass progressive enforcement and result in immediate permanent termination.
Wallet and Financial Conduct
Wallet and Financial Conduct
Gletra Wallet users must comply with our Wallet Policy and AML Policy. Structuring transactions to avoid KYC thresholds, using wallet for unlicensed money transfer, or exploiting refund mechanisms for cash extraction constitute financial conduct violations subject to account freeze and regulatory reporting.
Cooperation with Investigations
Cooperation with Investigations
Users must cooperate with Gletra trust and safety investigations by responding to information requests within specified timeframes and providing truthful account of relevant events. Obstruction including deletion of evidence, false statements to investigators, or creation of new accounts during suspension aggravates enforcement outcomes.
Reporting Violations
Reporting Violations
Report conduct violations through in-app report buttons, support@gletra.com, or legal@gletra.com for severe matters. Include relevant order IDs, chat screenshots, and user profile links. Gletra protects good-faith reporters from retaliation per our Community Guidelines.
Frequently Asked Questions
Yes, if both are registered under the same verified identity and linked through the Seller Panel. Operating separate unlinked accounts for the same person to abuse promotions or evade restrictions violates this policy. Business sellers may have authorised team members with delegated Seller Panel access.
Counterfeit sales constitute severe fraud resulting in immediate permanent account termination, forfeiture of pending settlements pending investigation, and referral to brand owners and law enforcement. Gletra cooperates with intellectual property holders on counterfeit enforcement actions.
Yes, for sellers and service providers. Off-platform payment solicitation violates transaction integrity rules regardless of whether the seller offers a discount. Buyers should report such requests. Sellers face suspension or termination; buyers lose Customer Protection for off-platform payments.
Temporary suspensions range from 7 to 90 days depending on violation severity. You will receive notification explaining the reason and duration. Permanent termination applies to severe violations with no reinstatement path. Suspended users may not create new accounts.
Only through authorised Gletra API integrations. Unauthorised bots for price scraping, automated purchasing, review posting, or message spam are prohibited. Apply for API access through the Seller Panel developer section with use case documentation.
Email appeals@gletra.com within 14 days with your account email, suspension notification details, and explanation. A separate reviewer assesses appeals within 7 business days. Provide any evidence supporting your case. Do not create a new account while appealing—that constitutes additional violation.
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.
