Effective from: 4 October 2026 · Version: 2026-10-04
This page is published under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 (to the extent applicable) and the Digital Personal Data Protection Act, 2023. It tells you whom to contact and how we handle complaints, takedown requests and legal notices for BITZO PVT LTD (“bitzo”).
1. Grievance Officer
Name: Grievance Officer
Company: BITZO PVT LTD
Address: Surat, Gujarat, India
E-mail: contact@bitzomart.com
2. How to make a complaint
- Write to the Grievance Officer at the e-mail above, or use the Contact page (every message gets a ticket number, for example CT-000012, by e-mail). Businesses can also use Help & Support in the Seller Panel.
- Please give: your name, registered mobile number / e-mail, a clear description, the link (URL) of the content or business, and any proof (screenshots, bills, photographs).
- We acknowledge your complaint within 24 hours and aim to resolve it within 15 days of receipt (earlier where the law requires). We will reply by e-mail or on the ticket.
3. Complaints about content
- You can report any business, post, comment or review with the Report option, or write to the Grievance Officer.
- Intimate or impersonating content. If you (or someone on your behalf) tell us that content shows you in a state of nudity or in a sexual act, or impersonates you, including artificially morphed images, we remove or disable access to it within 24 hours of the complaint.
- For other prohibited content (listed in clause 10 of the Terms & Conditions) we act on a complaint or on knowledge, and on orders of a court or the appropriate government agency within the time the law prescribes (36 hours of receipt of a court order or notification).
- We preserve information about removed content and related registration records for the period required by law (at least 180 days).
4. Copyright and trademark complaints
Send the Grievance Officer: who you are and your right in the work; the exact link to the infringing content; a statement that you believe in good faith that the use is not authorised; your contact details; and your signature (typed name is accepted). We will examine it and may remove the content and tell the person who posted it.
5. Personal data requests
To exercise your rights over your personal data (summary of data, correction, erasure, withdrawal of consent, nomination), write to the Grievance Officer. See the Privacy Policy. We may verify your identity first.
6. Requests from the police, courts and government agencies
- Requests for information or removal must be in writing, on official letterhead, signed by an authorised officer, state the legal provision under which the request is made (for example the Information Technology Act, 2000, the Bharatiya Nagarik Suraksha Sanhita, 2023 or an order of a court), and identify the account or content as precisely as possible (for example mobile number, e-mail address, business name or URL).
- Send them to the Grievance Officer. Unless a separate nodal contact is named here, the Grievance Officer acts as the nodal contact for law enforcement. We respond within the time the law provides and, in urgent cases of danger to life, as quickly as possible.
- Our office and operations are at Surat; requests made through the police authorities having jurisdiction at Surat are handled in the ordinary course.
7. Service of legal notices
Legal notices, summons and court papers on the Company must be sent by registered post or courier to Surat, Gujarat, India, marked for the attention of the Grievance Officer, with a copy by e-mail to contact@bitzomart.com. Notices sent only through social media or chat are not treated as valid legal service.
8. Governing law
This page is governed by the laws of India. The courts at Surat, Gujarat have jurisdiction as set out in the Terms & Conditions and the Seller Terms, without affecting any right that the law gives and that cannot be waived.