Grievance Redressal Policy

1. Purpose

This Grievance Redressal Policy explains how Users of Marble Keys may raise complaints, grievances, or concerns relating to listings, account actions, content, communications, payments, privacy, or use of the Platform.

We are committed to reviewing grievances in a fair, reasonable, and timely manner.

2. Scope

Users may raise grievances relating to, including but not limited to:

1. False, misleading, duplicate, or unlawful property listings.
2. Account suspension, content removal, or profile-related disputes.
3. Spam, harassment, misuse of contact details, or abusive conduct by another User.
4. Payment, subscription, featured listing, or refund-related concerns.
5. Privacy, personal data, or unauthorised disclosure concerns.
6. Copyright, trademark, or other intellectual property complaints.

3. How to Submit a Grievance

To submit a grievance, please email our designated administrator at gazelleinternet@gmail.com .

To help us process your complaint efficiently, please include:

1. Your full name and contact details.
2. Your Marble Keys account email or phone number, if applicable.
3. A clear description of the grievance.
4. The relevant listing link, profile details, transaction reference, or screenshot, where applicable.
5. Any supporting documents or evidence that may help us investigate.

4. Review Process

1. We will review the grievance and assess the information submitted.
2. Where necessary, we may request additional details, clarifications, or supporting evidence.
3. We may temporarily restrict or review related listings, profiles, or content while the grievance is being examined.
4. We may contact the other party involved if required for fair review and resolution.

5. Timelines

1. We aim to acknowledge grievances within 48 hours of receipt.
2. We aim to resolve grievances within 30 days from the date of receipt, subject to the complexity of the matter and timely cooperation from the parties involved.
3. Where additional time is reasonably required, we may notify the complainant accordingly.

6. Possible Actions

Depending on the nature of the grievance, Marble Keys may take actions including:

1. Seeking clarification or correction from the concerned User.
2. Removing, restricting, or editing content or listings in accordance with Platform policies.
3. Issuing warnings to Users who breach Platform rules.
4. Suspending or terminating accounts for repeated or serious violations.
5. Rejecting complaints that are unsupported, abusive, fraudulent, or outside the scope of Platform responsibility.

7. Good Faith Requirement

All grievances must be submitted in good faith. Frivolous, malicious, abusive, or knowingly false complaints may themselves constitute a violation of Platform policies and may result in action against the complainant’s account.

8. Platform Role

Marble Keys acts as a platform for property listings and related user interactions. In many cases, disputes may arise directly between owners, agents, buyers, tenants, brokers, or other Users. While we may review complaints and take platform-level action where appropriate, we do not guarantee adjudication of private contractual, title, payment, or possession disputes between Users.

9. Legal and Regulatory Requests

We may preserve, review, or disclose relevant information where required under applicable law, legal process, court order, government direction, or for the investigation of fraud, abuse, unlawful conduct, or policy violations.

10. Contact Details

1. Administrator: Admin, Gazelle Internet OPC Pvt. Ltd.
2. Email: gazelleinternet@gmail.com

11. Policy Updates

We may revise this Grievance Redressal Policy from time to time to reflect changes in law, operational practices, or platform processes. Continued use of Marble Keys after such updates constitutes acceptance of the revised Policy.