Dispute Resolution Policy
Tejas Industries (Proprietorship Firm) · Proprietor: Mr. Jalindar Eknath Shendge · GSTIN 27BWSPS9801C1Z2 · Survey No 312/1, Puntamba Road, Village Kokamthan, Taluka Kopargaon, District Ahilyanagar, Maharashtra 423601, India
This Policy governs how claims between Buyers and Printers / Agencies are raised, investigated and finally resolved on GoPrintPack™. Part of our Terms of Service; read with the Escrow Policy and Refund & Cancellation Policy.
1. Guiding Principles
- Escrow-first protection: no funds move while a dispute is open.
- Evidence-based: verdicts rely on uploaded delivery logs, tracking proofs, QC photos, chat transcripts and audit logs — not on tier or seniority.
- Time-bound: both parties get a defined, published window to respond.
- Transparent verdict grid: only four possible verdicts, each with a defined escrow movement.
- Appealable: either party may escalate to arbitration under the Arbitration & Conciliation Act, 1996.
2. Who May Raise & When
- Either the Buyer or the awarded Printer / Agency, so long as the job is in awarded, dispatched or completed state.
- Only one open dispute per job; a withdrawn dispute cannot be re-raised on the same ground.
- Post-auto-release: Buyer may dispute within 15 days (then the right lapses).
- Admins may suo-moto flag a job on fraud alert, chargeback, abuse report, or regulatory enquiry.
3. Valid Dispute Reasons
- Quality Defect — print quality, finish, substrate, colour, lamination, binding issues.
- Late Delivery — delivery beyond agreed deadline (Printer bid turnaround + reasonable transit).
- Spec Mismatch — delivered output differs from awarded brief (size, pantone, substrate, finish).
- Artwork Error — artwork quality attributable to the Printer despite preflight sign-off.
A free-text note and up to 10 pieces of evidence may be attached when raising.
4. The Verdict Grid
| Verdict | Escrow movement | Typical trigger |
|---|---|---|
| Refund Buyer | 100% refunded; Printer paid ₹0 | Printer could not fulfil; egregious defect; non-delivery |
| Pay Printer | Full payout (less commission + GST + TDS) | Dispute without merit; Buyer confirmed receipt silently |
| Reprint | Printer paid in full; reprint at own cost | Correctable defect; Buyer wants the goods |
| Partial Split | Admin-set split %; refund + partial payout | Shared fault; partial defect; late but usable |
4A. How Commission Applies to Verdicts
Commission is computed only on the supplier's share of the Gross Bid, at the supplier's plan rate (8% / 6% / 4% for Printers and partners, 20% / 10% / 5% for Agencies). It is never charged on the Buyer's refunded share, on GST or on delivery. The same rules apply to disputes on material and finishing sub-RFQs, with the Printer as the paying party.
5. The Workflow
- Open dispute (minute 0) — reason + note + evidence. Job marked is_disputed; escrow frozen; auto-release suspended.
- Counter-party notification (minute 1) — email ⚠️ Action Required: Dispute Opened for {job} — Payout Paused, in-app inbox, 48-hour countdown begins.
- Evidence window (0–48 hr) — up to 10 pieces of additional evidence from either party, logged with timestamp and user id.
- Admin review (≤ 7 working days) — brief, bid, preflight, proof-approval timestamps, Shiprocket POD, chat log, uploaded evidence. May extend once by 48 hr.
- Settlement (≤ 24 hr of verdict) — Razorpay refund / Route transfer; Zoho Books issues Credit Note / Vendor Bill adjustment; status updated; both parties emailed.
6. Timelines
| Milestone | Target |
|---|---|
| Acknowledgement of dispute | Within 24 hours (automated) |
| Evidence window closes | 48 hours after opening |
| Admin verdict — standard | Within 7 working days |
| Admin verdict — complex / cross-border / chargeback | Within 15 working days |
| Settlement after verdict | Within 24 hours (Razorpay cycle may add 1–7 days) |
| Grievance Officer acknowledgement | Within 24 hours |
| Grievance Officer resolution | Within 15 days |
7. Off-Platform Transactions
Circumvention may trigger: account suspension, forfeiture of pending escrows, liquidated damages equal to the platform commission that would have accrued, permanent delisting and legal action under Section 73 of the Indian Contract Act, 1872.
8. Appeal, Arbitration & Jurisdiction
Appeal in writing within 7 days to the Grievance Officer with reasons and any new evidence that could not have been produced earlier.
If unsuccessful, dispute shall be referred to arbitration under the Arbitration and Conciliation Act, 1996 — seat & venue: Kopargaon, Maharashtra; sole arbitrator; language: English; fast-track procedure under Section 29B by default. Courts at Kopargaon shall have exclusive jurisdiction over related proceedings.
9. Impact on Reputation & Scoring
- Each Printer-fault dispute reduces the Printer's Quality score by 15 points; each open dispute by a further 5 points.
- Each Buyer-fault dispute (Pay Printer verdict with Buyer-malfeasance notes) is logged against the Buyer and may trigger subscription downgrade or de-listing.
- Reprint verdicts do not degrade scores where the reprint is delivered within the agreed window.
10. Confidentiality
All dispute evidence, admin notes and verdicts are confidential between the parties and Tejas Industries. Public disclosure while a dispute is open or appealable constitutes a breach of the deemed NDA.