Effective Date: 26 July 2025
This Grievance and Consumer Support Policy ("Policy") explains how FirgoMart, operated and owned by FirgoMart 24Logistics Private Limited, an Indian private limited company incorporated under the Companies Act, 2013 and having its principal place of business in India ("Company", "FirgoMart", "we", "us", or "our"), receives, reviews, manages, and resolves customer, consumer, seller, and user complaints, queries, grievances, and support requests across India and internationally.
FirgoMart operates a global e-commerce platform that enables buyers and sellers worldwide to transact, subject to applicable laws. This Policy applies to all users accessing the FirgoMart mobile application, website, seller portals, dashboards, APIs, and related digital infrastructure (collectively, the "Platform").
By accessing or using the Platform, users may contact FirgoMart through the available support and grievance channels for assistance relating to orders, products, payments, delivery, returns, refunds, sellers, accounts, privacy, or other Platform-related matters.
This Policy applies to:
The Policy covers consumer support and grievance handling when FirgoMart operates as a marketplace facilitator or as a direct seller of goods globally.
Users may contact FirgoMart regarding matters including:
Users may contact FirgoMart through the official support channels made available on the Platform, which may include:
Users should use only official FirgoMart communication channels when submitting complaints or sharing account-related information.
To investigate and resolve a complaint efficiently, FirgoMart may request relevant information such as:
Users should not provide passwords, OTPs, card PINs, CVVs, or other confidential authentication credentials while submitting a complaint.
Upon receiving a complaint or support request, FirgoMart may review the information provided and assign a complaint, ticket, or reference number where applicable.
Users may be requested to provide additional information if the initial information is insufficient to investigate or resolve the matter.
FirgoMart may acknowledge receipt of a complaint through email, in-app notification, telephone, or another available communication channel.
FirgoMart may investigate complaints by reviewing relevant information, including:
Where a complaint involves a third-party seller, payment provider, logistics partner, or other service provider, FirgoMart may coordinate with the relevant party to investigate and resolve the matter.
The resolution of a complaint may depend on the nature of the issue, applicable policies, seller terms, payment-provider procedures, logistics circumstances, and applicable law.
FirgoMart recognises that users may have consumer and other legal rights under the laws applicable to their transaction and location.
Nothing in this Policy is intended to limit or exclude any mandatory consumer rights, statutory remedies, or protections available under applicable law.
Where applicable, users may have rights relating to:
Because FirgoMart operates a global e-commerce platform, complaints may involve users, sellers, payment providers, logistics partners, or authorities located in different countries.
Accordingly, the handling of a grievance may be subject to:
FirgoMart may take reasonable steps to coordinate with relevant parties to resolve cross-border complaints.
Information submitted during a complaint or support request will be handled in accordance with FirgoMart's Privacy Policy and applicable data protection laws.
FirgoMart may use and share relevant information with authorised employees, sellers, payment providers, logistics partners, technology providers, professional advisers, regulators, or other authorised parties where reasonably necessary to investigate and resolve a complaint, prevent fraud, comply with legal obligations, or protect users and the Platform.
FirgoMart will take reasonable measures to protect complaint-related information from unauthorised access or disclosure.
FirgoMart may take appropriate action where a complaint or support request involves:
Nothing in this section limits any rights or remedies available to users under applicable law.
If a user is not satisfied with the response received through ordinary customer support, the user may request escalation through FirgoMart's designated grievance channel.
Escalated complaints may be reviewed by an appropriate grievance or support representative depending on the nature of the issue.
Users should include the previous complaint or ticket reference number when requesting escalation, where available.
For complaints requiring formal grievance handling, users may contact the designated Grievance Officer through:
Grievance Officer: [Name of Grievance Officer]
Email: support@firgomart.com
Phone: [Official Contact Number]
Address: [Registered Office Address]
The Grievance Officer may review complaints and coordinate with the relevant internal teams, sellers, service providers, or other parties where necessary.
Complaints shall be addressed within timelines prescribed under applicable law.
FirgoMart will make reasonable efforts to acknowledge, investigate, and resolve complaints within applicable legal and operational timelines.
The actual resolution time may vary depending on:
Where additional time is reasonably required, FirgoMart may communicate the status or request additional information from the user.
Where a complaint concerns a third-party seller, FirgoMart may communicate the complaint to the relevant seller and request information or corrective action.
FirgoMart may take appropriate action against sellers where required under applicable law, contractual obligations, Platform policies, or legitimate marketplace requirements.
Such action may include restricting, suspending, or reviewing seller activity where appropriate.
Complaints relating to payments, refunds, returns, cancellations, replacements, or delivery may also be handled in accordance with the applicable FirgoMart:
Where a third-party payment provider, bank, card network, seller, or logistics provider is responsible for a particular part of a transaction, FirgoMart may coordinate with the relevant party.
Users who believe that their account or payment information has been used without authorisation should immediately contact FirgoMart and, where applicable, their bank, card issuer, or payment provider.
FirgoMart may investigate suspected unauthorised activity and may take reasonable security measures, including restricting an account or transaction where necessary.
Users should report suspected security incidents as soon as reasonably possible.
Users may raise consumer support requests, complaints, or grievances by contacting:
Email: support@firgomart.com
For faster assistance, users should provide their order ID, registered contact information, transaction/reference number, and relevant supporting information where applicable.
FirgoMart may update this Grievance and Consumer Support Policy from time to time to reflect changes in its business operations, Platform services, support processes, international markets, or applicable legal and regulatory requirements.
Changes shall become effective upon publication on the Platform.
This Grievance and Consumer Support Policy shall be governed by and construed in accordance with the laws of India.
As FirgoMart operates as a global e-commerce platform, complaints and consumer matters may also be subject to mandatory consumer protection, dispute-resolution, data protection, payment, and other laws applicable in the user's country, seller's country, destination country, or the jurisdiction relevant to the particular transaction.
Nothing in this Policy is intended to exclude or restrict any mandatory rights or remedies available to users under applicable law.
Courts having jurisdiction over FirgoMart shall have jurisdiction in accordance with applicable law.
For general consumer support, users may contact:
Email: support@firgomart.com
Customer Support: +91 8100660080
Grievance Officer: Sakshi Yadav
Registered Office: Kolkata, West Bengal