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About the summaries in this document: Some sections include a "Key Points (Non-Binding Summary)" or similar convenience summary. A summary is provided for convenience only and does not replace or modify the full page, and the complete provisions shall prevail in case of any inconsistency.
To contact the Grievance Officer, see "Grievance Officer" and "Contact Information". To understand how to raise a complaint, see "How to Submit a Grievance". For complaints governed by a specialised policy, see "Specialised Policy Complaints". For Buyer-Seller commercial disputes, see "Buyer-Seller Commercial Disputes".
This Grievance Redressal page explains how users may raise grievances relating to Click4Exports (the "Platform"), a technology-driven global business-to-business (B2B) marketplace and digital business discovery platform operated by Connect Aura Tech Private Limited (the "Company", "we", "us", or "our"), and identifies the designated Grievance Officer and the manner in which grievances are handled at a high level.
Click4Exports operates as a neutral technology platform and communication facilitator between businesses. This page and the grievance mechanism are intended to operate in accordance with the Terms & Conditions, applicable Click4Exports policies, and applicable laws. It provides a point of contact for platform-related grievances and explains how they are received and reviewed; it does not create new rights, remedies, or obligations beyond those provided under the Terms & Conditions, applicable policies, and applicable laws.
This page should be read together with the Terms & Conditions, in particular the Grievance Redressal and Grievance Officer provisions, which this page supports and does not replace.
Quick Summary (Non-Binding): This summary is provided for convenience only. It does not replace or modify the full page, and the detailed provisions shall prevail in case of any inconsistency.
This grievance mechanism may be used to raise platform-related grievances, including, where applicable: complaints regarding platform services or features; content-related complaints concerning material available on the platform; account or platform-use complaints; alleged violations of the Click4Exports policies; complaints concerning the terms & conditions; complaints regarding prohibited, abusive, or unlawful conduct on the platform; and other grievances that fall within the applicable grievance mechanism.
Certain specialised matters are handled through the reporting process set out in the relevant specialised policy, as described under "Specialised Policy Complaints". Where a complaint is more appropriately handled under a specialised policy, it may be routed to, or should be submitted through, that policy's process.
In accordance with the Information Technology Act, 2000, and applicable rules, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other applicable laws, where applicable, the Company has designated a Grievance Officer as the point of contact for grievances relating to the Platform, User content, or the Terms & Conditions.
The Grievance Officer is the company's designated contact for receiving and facilitating the review of grievances within the applicable scope. The Grievance Officer does not act as a judge, arbitrator, mediator, court, regulator, certification authority, or adjudicator of commercial disputes and does not determine legal rights between parties, except to the extent, if any, expressly provided under the Terms & Conditions or Applicable Laws.
Grievances may be submitted to the designated Grievance Officer using the email, phone, or postal address set out on this page, or through any designated grievance channel otherwise made available on the Platform. To help the Company understand and review a grievance efficiently, complainants are encouraged to submit their grievance in writing, where practicable, and to include the information described under "Information to Include in a Grievance".
Where a grievance concerns a matter governed by a specialised policy, submitting it through that policy's designated process, as described under "Specialised Policy Complaints", may allow it to be handled more effectively.
So that the company can understand and review a grievance, a complainant should, where applicable and to the extent reasonably available, include:
Complainants should provide only the information reasonably necessary to describe and support the grievance and should avoid submitting unnecessary personal or sensitive information. Personal information submitted with a grievance is handled as described under "Privacy and Grievance Information".
The grievance mechanism may be used for Platform-related grievances within the applicable scope, including complaints about Platform services or features, content available on the Platform, account or Platform-use issues, alleged breaches of the Terms & Conditions or applicable policies, and prohibited, abusive, or unlawful conduct on the Platform. Some categories of complaint have a dedicated reporting process under a specialised policy, as described in the next section.
Certain matters are addressed through the reporting or contact process set out in the relevant specialised policy, and, where a specialised process exists, that process applies. In particular:
This page does not duplicate or replace those specialised processes. Where a specialised policy already provides a reporting route, that route should be used for the relevant matter.
The company aims to acknowledge and review grievances received through the designated channels and to address them in accordance with the applicable process, the terms & conditions, applicable policies, and applicable laws. The company aims to respond within the timelines required under applicable laws.
The company may request additional information or clarification where reasonably necessary to review a grievance and may review grievances using manual review, automated support, or a combination of both. The manner in which a grievance is handled, and any action taken, depends on the nature of the grievance, the information provided, the applicable policies, and applicable laws. This page does not guarantee any particular outcome and does not create any specific investigation procedure, adjudication power, compensation right, or remedy beyond those provided under the Terms & Conditions, applicable policies, and applicable laws.
Click4Exports operates as a neutral technology platform and communication facilitator and does not become a party to transactions between users. While platform-related grievances may be submitted through this mechanism, commercial disputes between buyers and sellers, including disputes concerning quotations, negotiations, contracts, pricing, payment, delivery, product conformity, warranties, or returns, remain subject to the terms agreed upon between the businesses concerned, the Terms & Conditions, and applicable contractual and legal mechanisms.
The company does not become a party to a buyer-seller transaction merely because a grievance is submitted and does not promise to resolve every commercial dispute or to provide compensation, a refund, or a transaction reversal, except where an applicable policy expressly provides otherwise. Refund and cancellation matters relating to the company's own paid services are governed by the Refund & Cancellation Policy.
A grievance may contain personal information. Personal information submitted with a grievance may be processed for the purpose of handling, investigating, responding to, and documenting the grievance, subject to the Privacy Policy and Applicable Laws. The Privacy Policy governs the categories of personal data processed, the purposes and legal bases for processing, retention, security, and the rights of data principals, and this page does not restate or modify those provisions.
Complainants are expected to submit grievances in good faith and to provide information that is, to their knowledge, reasonably accurate. A grievance that is not upheld is not, by itself, treated as an improper complaint. Where the Company reasonably considers that the grievance process is being misused, for example through knowingly false, misleading, or abusive submissions, it may address the matter in accordance with the Acceptable Use Policy, the Terms & Conditions, and Applicable Laws.
The Company does not promise absolute confidentiality in relation to grievance information. The Company may handle grievance information in accordance with the Privacy Policy and Applicable Laws, and may share information where reasonably necessary to review, investigate, or respond to the grievance, to comply with legal obligations, or to protect the Platform, its Users, or the rights of others. Where a grievance involves another User, some information may need to be shared to enable a fair review, subject to the Privacy Policy and Applicable Laws.
This Grievance Redressal page works together with, and operates under, the Terms & Conditions and the other Click4Exports policies, including the Privacy Policy, the Cookie Policy, the Acceptable Use Policy, the Intellectual Property Policy, the Seller Policy, the Buyer Policy, the Advertising & Promotional Policy, the AI & Automated Systems Policy, the Verification Policy, the Membership Terms, and the Refund & Cancellation Policy. It does not restate or replace those documents.
In the event of any inconsistency, the Terms & Conditions govern general contractual matters, while the more specific policy governs the specific subject matter addressed by that policy. Matters relating to governing law, jurisdiction, dispute resolution, limitation of liability, and similar provisions are addressed in the Terms & Conditions. Where the Terms & Conditions provide an escalation or dispute-resolution mechanism, that mechanism applies; matters outside the Grievance Officer's scope may be handled under the applicable Terms, policy, dispute-resolution mechanism, or law.
This page and the grievance mechanism are intended to operate in accordance with the Terms & Conditions, applicable Click4Exports policies, and Applicable Laws, including, where applicable, the Information Technology Act, 2000 and applicable rules, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other Applicable Laws that apply to the relevant matter. Nothing on this page should be read as a representation that any particular statute or rule applies to every activity on the Platform; applicability depends on the nature of the matter, the parties, and the jurisdictions involved.
The Company may update or modify this page from time to time, including the designated Grievance Officer details, due to changes in personnel, Platform features, business changes, legal or regulatory developments, or operational improvements. Where changes are material, the Company may communicate them through reasonable notice methods, such as notification through the Platform or posting on the official website. Unless otherwise permitted or required by Applicable Laws or the Terms, material changes will apply prospectively from the stated effective date. The "Last Updated" date indicates when this page was most recently revised.
Grievances relating to the Platform may be submitted to the designated Grievance Officer using the details below. For matters governed by a specialised policy, please use that policy's reporting process, as described under "Specialised Policy Complaints".
The designated Grievance Officer is Anurag Singh, acting for Click Aura Digital Private Limited, the operator of Click4Exports. The Grievance Officer is the Company's point of contact for Platform-related grievances and is not a judge, arbitrator, or dispute adjudicator.
You can contact the Grievance Officer by email at grievance@click4exports.com, by phone at 8810508007, or by post at B5/8, 2nd Floor, Double Storey, Ramesh Nagar, Near Metro Pillar No. 370 New Delhi, Delhi 110015 India
Where applicable, include your name, a registered email or account identifier, a clear description of the grievance, any relevant URL, listing, account, or content reference, and supporting documents or screenshots. Provide only the information reasonably necessary to describe and support the grievance.
Platform-related grievances, such as complaints about Platform services, content, account or Platform use, alleged policy or Terms violations, and prohibited or abusive conduct. Some matters follow a specialised policy's own reporting process.
No. Commercial disputes between Buyers and Sellers remain subject to the Terms & Conditions and the parties' own contractual and legal mechanisms. Click4Exports does not become a party to a transaction merely because a grievance is submitted, and does not promise compensation, refund, or transaction reversal except where an applicable policy expressly provides.
Privacy or personal-data matters should be raised through the Privacy Policy, and intellectual property complaints through the Intellectual Property Policy. Other specialised matters follow their respective policy's reporting process.
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