Support & Contact Policy

Effective date: 5 July 2026 Version: 2.0 Operator: Craftolin ("Craftolin", "we", "us", "our") Principal place of business: Gopal Nagar, Malkajgiri, Hyderabad, Telangana 500047, India

1. Status of this Policy

1.1 This Policy forms part of, and is incorporated into, the Terms and Conditions. Capitalised terms have the meaning given to them in those Terms.

1.2 This Policy sets out how to contact Craftolin, the matters with which Craftolin can and cannot assist, the grievance redressal mechanism required under Applicable Law, and the periods within which Craftolin responds.

2. Contact Particulars

2.1 The complete postal address is available on written request to support@craftolin.com.

2.2 Craftolin does not presently operate a telephone helpline. All support and grievance correspondence is conducted by email.

3. Matters with which We Can Assist

3.1 Craftolin can assist with:

(a) account registration, authentication, and sign-in, whether by email and password or by Google Sign-In;

(b) use of the Platform, including profiles, Listings, Requirements, Orders, the wishlist, notifications, and saved events;

(c) Partner publishing allowances;

(d) reports of content, Listings, reviews, or conduct that breach the Community Guidelines or Applicable Law;

(e) reports of copyright or trademark infringement, in accordance with the Copyright Policy and the Intellectual Property Policy;

(f) requests to exercise rights in respect of personal data, in accordance with the Privacy Policy; and

(g) requests for data or account deletion, in accordance with the Data Deletion Policy and the Account Deletion Policy.

4. Matters with which We Cannot Assist

4.1 Craftolin is an intermediary and is not a party to any contract between a Customer and a Partner. Accordingly, Craftolin:

(a) does not process, hold, or handle payments, and therefore cannot issue, procure, reverse, or recover any refund. Payment and refund matters are between the Customer and the Partner. See the Refund Policy;

(b) does not deliver Products and cannot control, expedite, or guarantee any delivery timeline. Delivery is the Partner's responsibility. See the Delivery Policy;

(c) cannot compel a Partner to make, deliver, replace, or repair a Product, nor compel a Customer to make payment;

(d) cannot adjudicate a dispute between Users or determine the merits of a commercial disagreement; and

(e) cannot recover a payment made outside the Platform.

4.2 Craftolin may nevertheless assist by providing the Order and Requirement records held on the Platform to the Users concerned, and to law enforcement authorities in accordance with clause 7.

5. Reporting Abuse, Fraud, or Safety Concerns

5.1 A report concerning a Listing, User, review, or communication that is fraudulent, unlawful, or in breach of the Community Guidelines should be sent to support@craftolin.com.

5.2 A report should so far as possible identify:

(a) the Listing, Order, Requirement, or User concerned, including any reference code displayed in the Platform;

(b) the nature of the conduct complained of;

(c) the date and time of the conduct; and

(d) any supporting evidence, including screenshots and correspondence.

5.3 Upon receipt of a credible report, Craftolin may restrict or suspend the account concerned, make the relevant Listings unavailable, and preserve the associated records for the purposes of investigation and of cooperation with law enforcement authorities.

5.4 Craftolin maintains a record of each report received, the action taken in response, and the date of that action.

5.5 An account that is the subject of an ongoing report or dispute may be restricted rather than deleted, and a request for deletion of such an account may be declined until the matter is resolved, in accordance with clause 19.3 of the Terms and Conditions.

6. Grievance Officer

6.1 In accordance with rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and with the Digital Personal Data Protection Act, 2023, the particulars of the Grievance Officer are:

6.2 The Grievance Officer receives complaints concerning content published on the Platform, the conduct of Users, and the processing of personal data, and receives any order, notice, or direction issued by a court or by a government agency.

7. Response Periods

7.1 The Grievance Officer shall acknowledge receipt of a complaint within twenty-four hours of its receipt.

7.2 The Grievance Officer shall dispose of a complaint within fifteen days of its receipt, and shall inform the complainant of the action taken.

7.3 Content required to be removed under rule 3(2)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 will be removed within the period prescribed by that rule.

7.4 Information lawfully required by a government agency or a court under Applicable Law will be furnished within the period prescribed, and in any event as expeditiously as is reasonably practicable.

7.5 General support enquiries that do not constitute a grievance are ordinarily answered within two business days.

8. Escalation

8.1 If you are dissatisfied with the response of the Grievance Officer in respect of a complaint concerning personal data, you may make a complaint to the Data Protection Board of India in the manner prescribed under the Digital Personal Data Protection Act, 2023.

8.2 If you are dissatisfied in respect of any other matter, clause 30 of the Terms and Conditions applies. Nothing in this Policy deprives a consumer of the right to approach a consumer forum having jurisdiction under the Consumer Protection Act, 2019.

9. Reporting Financial Fraud to the Authorities

9.1 A User who has suffered financial loss as a result of fraud is advised, in addition to reporting the matter to Craftolin, to report it without delay:

(a) to the National Cyber Crime Reporting Portal at https://cybercrime.gov.in;

(b) by telephone to the national cyber crime helpline on 1930; and

(c) to the bank or payment service provider through which the payment was made.

9.2 Prompt reporting materially improves the prospect of recovery. Craftolin will furnish such records as it holds to assist an investigation.

10. Amendment of this Policy

10.1 Craftolin may amend this Policy from time to time. The current version is published together with the other policies at https://craftolin.com.

10.2 The effective date and version number at the head of this Policy indicate when it was last revised.