INSERT INTO `page_view_logs` (`id`, `session_id`, `visitor_hash`, `user_id`, `page_type`, `page_url`, `page_title`, `product_id`, `category_id`, `brand_id`, `time_spent_seconds`, `entered_at`, `exited_at`, `created_at`, `updated_at`) VALUES
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INSERT INTO `page_view_logs` (`id`, `session_id`, `visitor_hash`, `user_id`, `page_type`, `page_url`, `page_title`, `product_id`, `category_id`, `brand_id`, `time_spent_seconds`, `entered_at`, `exited_at`, `created_at`, `updated_at`) VALUES
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-- --------------------------------------------------------

--
-- Table structure for table `password_reset_tokens`
--

CREATE TABLE `password_reset_tokens` (
  `email` varchar(255) NOT NULL,
  `token` varchar(255) NOT NULL,
  `created_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `payments`
--

CREATE TABLE `payments` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED DEFAULT NULL,
  `payment_method` varchar(50) DEFAULT NULL,
  `transaction_id` varchar(255) DEFAULT NULL,
  `amount` decimal(10,2) DEFAULT NULL,
  `method` varchar(255) DEFAULT NULL,
  `status` varchar(255) DEFAULT 'pending',
  `expires_at` timestamp NULL DEFAULT NULL,
  `response` longtext DEFAULT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `payouts`
--

CREATE TABLE `payouts` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `vendor_id` bigint(20) UNSIGNED DEFAULT NULL,
  `amount` decimal(10,2) DEFAULT NULL,
  `status` enum('pending','paid') DEFAULT NULL,
  `hold_until` timestamp NULL DEFAULT NULL,
  `is_first_withdrawal` tinyint(1) NOT NULL DEFAULT 0,
  `rejection_reason` text DEFAULT NULL,
  `processed_at` timestamp NULL DEFAULT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `paytm_transactions`
--

CREATE TABLE `paytm_transactions` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED NOT NULL,
  `txn_id` varchar(255) DEFAULT NULL,
  `paytm_order_id` varchar(255) DEFAULT NULL,
  `amount` decimal(10,2) NOT NULL,
  `status` enum('created','pending','success','failed') NOT NULL DEFAULT 'created',
  `response_payload` longtext CHARACTER SET utf8mb4 COLLATE utf8mb4_bin DEFAULT NULL CHECK (json_valid(`response_payload`)),
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `permissions`
--

CREATE TABLE `permissions` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `name` varchar(255) NOT NULL,
  `guard_name` varchar(255) NOT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

--
-- Dumping data for table `permissions`
--

INSERT INTO `permissions` (`id`, `name`, `guard_name`, `created_at`, `updated_at`) VALUES
(1, 'dashboard.view', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(2, 'users.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(3, 'vendors.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(4, 'products.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(5, 'categories.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(6, 'orders.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(7, 'payments.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(8, 'shipping.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(9, 'tax.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(10, 'refunds.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(11, 'wallet.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(12, 'cms.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(13, 'ads.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(14, 'reports.view', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(15, 'settings.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(16, 'logs.view', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(17, 'security.manage', 'web', '2026-01-24 11:47:10', '2026-01-24 11:47:10'),
(18, 'ui.view', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(19, 'ui.edit', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(20, 'ui.theme.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(21, 'ui.header.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(22, 'ui.navbar.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(23, 'ui.megamenu.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(24, 'ui.sidebar.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(25, 'ui.footer.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(26, 'ui.slider.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(27, 'ui.banner.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(28, 'ui.scroll.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(29, 'ui.category.layout', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(30, 'ui.product.layout', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(31, 'ui.page.design', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(32, 'ui.css.manage', 'web', '2026-01-27 12:07:59', '2026-01-27 12:07:59'),
(33, 'vendor.kyc.view', 'web', '2026-07-07 08:39:06', '2026-07-07 08:39:06'),
(34, 'worker.kyc.view', 'web', '2026-07-07 08:39:06', '2026-07-07 08:39:06');

-- --------------------------------------------------------

--
-- Table structure for table `personal_access_tokens`
--

CREATE TABLE `personal_access_tokens` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `tokenable_type` varchar(255) NOT NULL,
  `tokenable_id` bigint(20) UNSIGNED NOT NULL,
  `name` varchar(255) NOT NULL,
  `token` varchar(64) NOT NULL,
  `abilities` text DEFAULT NULL,
  `last_used_at` timestamp NULL DEFAULT NULL,
  `expires_at` timestamp NULL DEFAULT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `pinned_messages`
--

CREATE TABLE `pinned_messages` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `conversation_id` bigint(20) UNSIGNED NOT NULL,
  `message_id` bigint(20) UNSIGNED NOT NULL,
  `pinned_by` bigint(20) UNSIGNED NOT NULL,
  `expires_at` timestamp NULL DEFAULT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `platform_audit_logs`
--

CREATE TABLE `platform_audit_logs` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `user_id` bigint(20) UNSIGNED DEFAULT NULL,
  `action` varchar(120) NOT NULL,
  `subject_type` varchar(120) DEFAULT NULL,
  `subject_id` bigint(20) UNSIGNED DEFAULT NULL,
  `ip_address` varchar(45) DEFAULT NULL,
  `meta` longtext CHARACTER SET utf8mb4 COLLATE utf8mb4_bin DEFAULT NULL CHECK (json_valid(`meta`)),
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

-- --------------------------------------------------------

--
-- Table structure for table `policies`
--

CREATE TABLE `policies` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `title` varchar(255) NOT NULL,
  `slug` varchar(255) NOT NULL,
  `short_description` text DEFAULT NULL,
  `content` longtext DEFAULT NULL,
  `desktop_banner` varchar(255) DEFAULT NULL,
  `mobile_banner` varchar(255) DEFAULT NULL,
  `hero_image` varchar(255) DEFAULT NULL,
  `cover_image` varchar(255) DEFAULT NULL,
  `seo_title` varchar(255) DEFAULT NULL,
  `seo_description` text DEFAULT NULL,
  `seo_keywords` varchar(255) DEFAULT NULL,
  `og_title` varchar(255) DEFAULT NULL,
  `og_description` text DEFAULT NULL,
  `og_image` varchar(255) DEFAULT NULL,
  `canonical_url` varchar(255) DEFAULT NULL,
  `schema_markup` longtext CHARACTER SET utf8mb4 COLLATE utf8mb4_bin DEFAULT NULL CHECK (json_valid(`schema_markup`)),
  `status` enum('draft','published','scheduled') NOT NULL DEFAULT 'draft',
  `published_at` timestamp NULL DEFAULT NULL,
  `scheduled_at` timestamp NULL DEFAULT NULL,
  `reading_time` smallint(5) UNSIGNED NOT NULL DEFAULT 5,
  `legal_notice` text DEFAULT NULL,
  `sort_order` int(10) UNSIGNED NOT NULL DEFAULT 0,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

--
-- Dumping data for table `policies`
--

INSERT INTO `policies` (`id`, `title`, `slug`, `short_description`, `content`, `desktop_banner`, `mobile_banner`, `hero_image`, `cover_image`, `seo_title`, `seo_description`, `seo_keywords`, `og_title`, `og_description`, `og_image`, `canonical_url`, `schema_markup`, `status`, `published_at`, `scheduled_at`, `reading_time`, `legal_notice`, `sort_order`, `created_at`, `updated_at`) VALUES
(2, 'Privacy Policy', 'privacy-policy', 'How Gletra collects, uses, stores, and protects your personal data across our multi-vendor marketplace, real-time chat, voice and video calling, digital wallet, and home services platform.', '<p class=\"lead\">Gletra Technologies Pvt. Ltd. (\"Gletra,\" \"we,\" \"us,\" or \"our\") operates a unified commerce and services platform that connects buyers, marketplace sellers, and verified home service professionals across India. This Privacy Policy describes how we collect, process, store, share, and protect personal information when you browse gletra.com, use our mobile applications, communicate through Gletra Chat, initiate voice or video calls, manage your Gletra Wallet, or book services such as electrical repair, plumbing, carpentry, cleaning, and appliance maintenance.</p><p class=\"lead\">We process personal data to facilitate secure transactions, enable seller onboarding through the Seller Panel, verify identities through our KYC programme, coordinate in-home service appointments, and maintain a safe community environment. Our practices are designed to comply with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and applicable international privacy frameworks where our users are located.</p><p class=\"lead\">By creating a Gletra account, placing an order, listing products as a seller, registering as a service provider, or otherwise using our platform, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our data practices, please discontinue use of the platform and contact privacy@gletra.com regarding account closure and data deletion requests.</p><p class=\"lead\">This policy should be read together with our Cookie Policy, Data Protection Policy, and GDPR Compliance page. Material updates will be communicated through email, in-app notifications, or a prominent banner on our website at least seven days before changes take effect, except where immediate modification is required by law or to address a security threat.</p>', 'policies/heroes/privacy-policy-1920x700.svg', 'policies/heroes/privacy-policy-800x1000.svg', 'policies/heroes/privacy-policy-1200x600.svg', 'policies/heroes/privacy-policy-1200x600.svg', 'Privacy Policy | Gletra Marketplace', 'How Gletra collects, uses, stores, and protects your personal data across our multi-vendor marketplace, real-time chat, voice and video calling, digital wallet, and home services platform.', 'gletra, privacy, policy, policy, legal', 'Privacy Policy – Gletra', 'How Gletra collects, uses, stores, and protects your personal data across our multi-vendor marketplace, real-time chat, voice and video calling, digital wallet, and home services platform.', 'policies/heroes/privacy-policy-1920x700.svg', 'https://gletra.com/legal/privacy-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Privacy Policy\",\"description\":\"How Gletra collects, uses, stores, and protects your personal data across our multi-vendor marketplace, real-time chat, voice and video calling, digital wallet, and home services platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/privacy-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:52', NULL, 10, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 1, '2026-06-19 05:59:38', '2026-06-19 06:51:53'),
(3, 'Terms & Conditions', 'terms-and-conditions', 'The binding legal agreement governing your access to and use of the Gletra multi-vendor marketplace, Seller Panel, Gletra Wallet, real-time chat, voice and video calling, and home services booking platform.', '<p class=\"lead\">Welcome to Gletra. These Terms and Conditions (\"Terms\") constitute a legally binding agreement between you and Gletra Technologies Pvt. Ltd. governing your access to and use of gletra.com, our mobile applications, the Seller Panel, Gletra Wallet, Gletra Chat, voice and video calling features, and our home services marketplace covering electricians, plumbers, carpenters, cleaning professionals, and appliance repair technicians.</p><p class=\"lead\">Gletra operates as an intermediary e-commerce marketplace and services platform. Unless explicitly stated otherwise, Gletra is not the seller of products listed by third-party vendors nor the employer of independent service providers. Transactions for physical goods create a direct contractual relationship between you and the seller. Service bookings create a direct relationship between you and the assigned service professional, with Gletra facilitating discovery, booking, payment escrow, and dispute resolution.</p><p class=\"lead\">By registering an account, browsing listings, placing an order, completing KYC verification, listing products as a seller, registering as a service provider, or using any Gletra feature, you confirm that you are at least 18 years of age, have the legal capacity to enter into binding contracts, and agree to these Terms, our Privacy Policy, and all applicable platform policies referenced herein.</p><p class=\"lead\">If you are using Gletra on behalf of a business entity, you represent that you have authority to bind that entity to these Terms. Gletra may modify these Terms at any time by posting an updated version on our website. Material changes will be notified via email or in-app notification at least seven days before taking effect. Your continued use after the effective date constitutes acceptance.</p>', 'policies/heroes/terms-conditions-1920x700.svg', 'policies/heroes/terms-conditions-800x1000.svg', 'policies/heroes/terms-conditions-1200x600.svg', 'policies/heroes/terms-conditions-1200x600.svg', 'Terms & Conditions | Gletra Marketplace', 'The binding legal agreement governing your access to and use of the Gletra multi-vendor marketplace, Seller Panel, Gletra Wallet, real-time chat, voice and video calling, and home services booking platform.', 'gletra, terms, and, conditions, policy, legal', 'Terms & Conditions – Gletra', 'The binding legal agreement governing your access to and use of the Gletra multi-vendor marketplace, Seller Panel, Gletra Wallet, real-time chat, voice and video calling, and home services booking platform.', 'policies/heroes/terms-conditions-1920x700.svg', 'https://gletra.com/legal/terms-and-conditions', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Terms & Conditions\",\"description\":\"The binding legal agreement governing your access to and use of the Gletra multi-vendor marketplace, Seller Panel, Gletra Wallet, real-time chat, voice and video calling, and home services booking platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/terms-and-conditions\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:53', NULL, 10, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 2, '2026-06-19 05:59:39', '2026-06-19 06:51:54'),
(4, 'Refund Policy', 'refund-policy', 'Comprehensive refund rules for marketplace product orders, home service bookings, Gletra Wallet transactions, and multi-vendor purchases on Gletra.', '<p class=\"lead\">This Refund Policy explains when, how, and under what conditions Gletra processes refunds for purchases made on our multi-vendor marketplace, home services platform, and Gletra Wallet. Gletra is committed to fair and transparent refund handling that protects buyers and service customers while respecting seller and provider rights.</p><p class=\"lead\">Refunds may be issued to your original payment method, credited instantly to your Gletra Wallet, or in exceptional cases provided as platform store credit at Gletra\'s discretion. Processing timelines vary depending on your bank, payment provider, and the nature of the transaction. All refund requests are subject to verification and the eligibility criteria described below.</p><p class=\"lead\">This policy works in conjunction with our Cancellation Policy, Return Policy, Customer Protection Policy, and Dispute Resolution Policy. Where a seller\'s return terms are more generous than platform minimums, the more favourable terms apply to the buyer. Where seller terms are stricter, Gletra platform minimums always prevail.</p><p class=\"lead\">By completing a purchase or booking on Gletra, you agree to the refund procedures outlined herein. Sellers and service providers agree to cooperate with refund investigations and honour approved refund decisions issued through the Gletra Dispute Center.</p>', 'policies/heroes/refund-policy-1920x700.svg', 'policies/heroes/refund-policy-800x1000.svg', 'policies/heroes/refund-policy-1200x600.svg', 'policies/heroes/refund-policy-1200x600.svg', 'Refund Policy | Gletra Marketplace', 'Comprehensive refund rules for marketplace product orders, home service bookings, Gletra Wallet transactions, and multi-vendor purchases on Gletra.', 'gletra, refund, policy, policy, legal', 'Refund Policy – Gletra', 'Comprehensive refund rules for marketplace product orders, home service bookings, Gletra Wallet transactions, and multi-vendor purchases on Gletra.', 'policies/heroes/refund-policy-1920x700.svg', 'https://gletra.com/legal/refund-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Refund Policy\",\"description\":\"Comprehensive refund rules for marketplace product orders, home service bookings, Gletra Wallet transactions, and multi-vendor purchases on Gletra.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/refund-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:54', NULL, 7, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 3, '2026-06-19 05:59:39', '2026-06-19 06:51:55'),
(5, 'Cancellation Policy', 'cancellation-policy', 'Rules and procedures for cancelling product orders and home service bookings on Gletra before fulfilment, including applicable fees and refund eligibility.', '<p class=\"lead\">This Cancellation Policy governs how buyers and service customers may cancel confirmed transactions on Gletra before products are shipped or home services are performed. Cancellation rights, fees, and refund outcomes differ between marketplace product orders and home service bookings, and are detailed in the sections below.</p><p class=\"lead\">Gletra designed this policy to balance buyer flexibility with seller and service provider operational needs. Free cancellation windows are provided wherever practicable. Cancellations outside free windows may incur fees to compensate sellers and providers for preparation costs, reserved inventory, or lost appointment slots.</p><p class=\"lead\">Cancellation is distinct from return. Once a product has shipped, you cannot cancel the order—you must initiate a return per our Return Policy after delivery. Once a service provider has commenced work at your premises, cancellation converts to a service dispute handled under our Refund Policy.</p><p class=\"lead\">Sellers and service providers may also cancel orders or bookings under limited circumstances described herein. Seller-initiated cancellations result in full buyer refunds and may trigger seller performance penalties.</p>', 'policies/heroes/cancellation-policy-1920x700.svg', 'policies/heroes/cancellation-policy-800x1000.svg', 'policies/heroes/cancellation-policy-1200x600.svg', 'policies/heroes/cancellation-policy-1200x600.svg', 'Cancellation Policy | Gletra Marketplace', 'Rules and procedures for cancelling product orders and home service bookings on Gletra before fulfilment, including applicable fees and refund eligibility.', 'gletra, cancellation, policy, policy, legal', 'Cancellation Policy – Gletra', 'Rules and procedures for cancelling product orders and home service bookings on Gletra before fulfilment, including applicable fees and refund eligibility.', 'policies/heroes/cancellation-policy-1920x700.svg', 'https://gletra.com/legal/cancellation-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Cancellation Policy\",\"description\":\"Rules and procedures for cancelling product orders and home service bookings on Gletra before fulfilment, including applicable fees and refund eligibility.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/cancellation-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:55', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 4, '2026-06-19 05:59:40', '2026-06-19 06:51:55'),
(6, 'Return Policy', 'return-policy', 'Return windows, eligibility conditions, logistics procedures, and refund outcomes for marketplace products purchased on Gletra.', '<p class=\"lead\">Gletra offers a buyer-friendly return policy for eligible physical products purchased through our multi-vendor marketplace. This Return Policy defines the timeframes, conditions, and procedures for returning products to sellers and receiving refunds or replacements.</p><p class=\"lead\">Return eligibility depends on product category, seller-specific terms, and the reason for return. Gletra platform minimum standards always apply—sellers cannot offer return terms less favourable than those described here. Where a seller offers extended return windows or free return shipping, those enhanced terms are displayed on the product page and take precedence.</p><p class=\"lead\">Returns are processed through Gletra\'s integrated logistics network or seller-arranged pickup depending on the seller\'s fulfilment configuration. All returns require initiation through the Gletra platform to maintain eligibility for Gletra Customer Protection and refund processing.</p><p class=\"lead\">This policy applies to marketplace product orders only. Home service bookings are governed by our Cancellation Policy and Refund Policy. Digital goods, services, and Gletra Wallet transactions are not subject to physical return procedures.</p>', 'policies/heroes/return-policy-1920x700.svg', 'policies/heroes/return-policy-800x1000.svg', 'policies/heroes/return-policy-1200x600.svg', 'policies/heroes/return-policy-1200x600.svg', 'Return Policy | Gletra Marketplace', 'Return windows, eligibility conditions, logistics procedures, and refund outcomes for marketplace products purchased on Gletra.', 'gletra, return, policy, policy, legal', 'Return Policy – Gletra', 'Return windows, eligibility conditions, logistics procedures, and refund outcomes for marketplace products purchased on Gletra.', 'policies/heroes/return-policy-1920x700.svg', 'https://gletra.com/legal/return-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Return Policy\",\"description\":\"Return windows, eligibility conditions, logistics procedures, and refund outcomes for marketplace products purchased on Gletra.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/return-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:55', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 5, '2026-06-19 05:59:40', '2026-06-19 06:51:56'),
(7, 'Shipping Policy', 'shipping-policy', 'Delivery timelines, shipping methods, tracking, logistics partner standards, and shipping charges for Gletra marketplace orders across India.', '<p class=\"lead\">Gletra partners with verified national and regional logistics providers to deliver products from marketplace sellers to buyers across India. This Shipping Policy describes delivery timelines, shipping cost calculation, tracking procedures, and your rights and responsibilities as a recipient.</p><p class=\"lead\">Because Gletra is a multi-vendor marketplace, orders containing items from different sellers ship separately with individual tracking numbers and delivery timelines. Shipping charges, methods, and estimated delivery dates are calculated per seller based on product weight, dimensions, origin pin code, and destination address.</p><p class=\"lead\">Delivery performance is a key metric in our seller quality programme. Sellers are required to dispatch orders within stated handling times and maintain high on-time delivery rates. Gletra monitors logistics performance and intervenes when delivery issues arise.</p><p class=\"lead\">This policy applies to physical product orders only. Home service appointments do not involve product shipping—service providers travel to your location as described in our Home Service Terms.</p>', 'policies/heroes/shipping-policy-1920x700.svg', 'policies/heroes/shipping-policy-800x1000.svg', 'policies/heroes/shipping-policy-1200x600.svg', 'policies/heroes/shipping-policy-1200x600.svg', 'Shipping Policy | Gletra Marketplace', 'Delivery timelines, shipping methods, tracking, logistics partner standards, and shipping charges for Gletra marketplace orders across India.', 'gletra, shipping, policy, policy, legal', 'Shipping Policy – Gletra', 'Delivery timelines, shipping methods, tracking, logistics partner standards, and shipping charges for Gletra marketplace orders across India.', 'policies/heroes/shipping-policy-1920x700.svg', 'https://gletra.com/legal/shipping-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Shipping Policy\",\"description\":\"Delivery timelines, shipping methods, tracking, logistics partner standards, and shipping charges for Gletra marketplace orders across India.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/shipping-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:56', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 6, '2026-06-19 05:59:40', '2026-06-19 06:51:58'),
(8, 'Seller Policy', 'seller-policy', 'Rules, performance standards, and operational obligations for vendors selling products on the Gletra multi-vendor marketplace.', '<p class=\"lead\">This Seller Policy governs all vendors who list and sell physical products on the Gletra marketplace through the Seller Panel. Compliance with these standards ensures a trusted shopping experience for buyers and maintains the integrity of our multi-vendor platform.</p><p class=\"lead\">Gletra provides sellers with access to millions of buyers, integrated logistics, secure payment processing, Gletra Chat for buyer communication, and settlement tools through the Seller Panel. In return, sellers must meet eligibility requirements, listing standards, fulfilment obligations, and customer service benchmarks described herein.</p><p class=\"lead\">This policy supplements the Vendor Agreement, Terms and Conditions, Prohibited Items Policy, and KYC Verification Policy. Violations may result in listing removal, payout holds, reduced search visibility, or permanent account termination depending on severity and recurrence.</p><p class=\"lead\">New sellers undergo onboarding review including KYC verification, catalogue quality assessment, and trial period monitoring. Premium seller programmes offering enhanced settlement cycles and marketing support are available to sellers who consistently exceed performance thresholds.</p>', 'policies/heroes/seller-policy-1920x700.svg', 'policies/heroes/seller-policy-800x1000.svg', 'policies/heroes/seller-policy-1200x600.svg', 'policies/heroes/seller-policy-1200x600.svg', 'Seller Policy | Gletra Marketplace', 'Rules, performance standards, and operational obligations for vendors selling products on the Gletra multi-vendor marketplace.', 'gletra, seller, policy, policy, legal', 'Seller Policy – Gletra', 'Rules, performance standards, and operational obligations for vendors selling products on the Gletra multi-vendor marketplace.', 'policies/heroes/seller-policy-1920x700.svg', 'https://gletra.com/legal/seller-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Seller Policy\",\"description\":\"Rules, performance standards, and operational obligations for vendors selling products on the Gletra multi-vendor marketplace.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/seller-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:58', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 7, '2026-06-19 05:59:40', '2026-06-19 06:51:58'),
(9, 'Vendor Agreement', 'vendor-agreement', 'Binding legal contract between Gletra Technologies Pvt. Ltd. and marketplace vendors governing the commercial relationship, licences, and obligations.', '<p class=\"lead\">This Vendor Agreement (\"Agreement\") is a legally binding contract between Gletra Technologies Pvt. Ltd. (\"Gletra,\" \"Platform\") and you (\"Vendor,\" \"Seller\") governing your registration, listing, and sale of products on the Gletra marketplace through the Seller Panel.</p><p class=\"lead\">By clicking \"Accept,\" completing seller registration, or listing your first product, you confirm that you have read, understood, and agree to be bound by this Agreement, the Terms and Conditions, Seller Policy, Privacy Policy, and all policies incorporated by reference. If you are entering this Agreement on behalf of a company, you represent that you have authority to bind that entity.</p><p class=\"lead\">This Agreement establishes the commercial relationship between Gletra and Vendor. Gletra provides marketplace infrastructure, buyer traffic, payment processing, logistics integration, and dispute resolution. Vendor provides product inventory, accurate listings, order fulfilment, and customer service for products sold through the Platform.</p><p class=\"lead\">Gletra may amend this Agreement by posting updated terms on the Seller Panel with 15 days notice for material changes. Continued listing or sale after the effective date constitutes acceptance. Vendors who do not accept amendments may terminate this Agreement per the Termination section.</p>', 'policies/heroes/vendor-agreement-1920x700.svg', 'policies/heroes/vendor-agreement-800x1000.svg', 'policies/heroes/vendor-agreement-1200x600.svg', 'policies/heroes/vendor-agreement-1200x600.svg', 'Vendor Agreement | Gletra Marketplace', 'Binding legal contract between Gletra Technologies Pvt. Ltd. and marketplace vendors governing the commercial relationship, licences, and obligations.', 'gletra, vendor, agreement, policy, legal', 'Vendor Agreement – Gletra', 'Binding legal contract between Gletra Technologies Pvt. Ltd. and marketplace vendors governing the commercial relationship, licences, and obligations.', 'policies/heroes/vendor-agreement-1920x700.svg', 'https://gletra.com/legal/vendor-agreement', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Vendor Agreement\",\"description\":\"Binding legal contract between Gletra Technologies Pvt. Ltd. and marketplace vendors governing the commercial relationship, licences, and obligations.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/vendor-agreement\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:58', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 8, '2026-06-19 05:59:41', '2026-06-19 06:51:59'),
(10, 'Service Provider Policy', 'service-provider-policy', 'Professional standards, verification requirements, and operational obligations for home service providers on Gletra Home Services.', '<p class=\"lead\">This Service Provider Policy governs independent professionals and partner agencies offering home services through Gletra Home Services, including electricians, plumbers, carpenters, cleaning professionals, and appliance repair technicians. Compliance ensures customer safety, service quality, and platform trust.</p><p class=\"lead\">Gletra Home Services connects customers with verified service professionals for in-home appointments. Providers receive booking assignments through the provider app, communicate with customers via Gletra Chat and optional voice or video calls, and receive payment through Gletra\'s escrow and settlement system after service completion.</p><p class=\"lead\">All service providers must complete identity verification, background checks for in-home services, skill assessment where applicable, and ongoing performance monitoring. This policy supplements the Home Service Terms, Terms and Conditions, and KYC Verification Policy.</p><p class=\"lead\">Provider accounts failing to meet performance standards, receiving safety complaints, or violating conduct rules face progressive enforcement including booking restrictions, payout holds, retraining requirements, and permanent delisting from Gletra Home Services.</p>', 'policies/heroes/service-provider-policy-1920x700.svg', 'policies/heroes/service-provider-policy-800x1000.svg', 'policies/heroes/service-provider-policy-1200x600.svg', 'policies/heroes/service-provider-policy-1200x600.svg', 'Service Provider Policy | Gletra Marketplace', 'Professional standards, verification requirements, and operational obligations for home service providers on Gletra Home Services.', 'gletra, service, provider, policy, policy, legal', 'Service Provider Policy – Gletra', 'Professional standards, verification requirements, and operational obligations for home service providers on Gletra Home Services.', 'policies/heroes/service-provider-policy-1920x700.svg', 'https://gletra.com/legal/service-provider-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Service Provider Policy\",\"description\":\"Professional standards, verification requirements, and operational obligations for home service providers on Gletra Home Services.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/service-provider-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:51:59', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 9, '2026-06-19 05:59:41', '2026-06-19 06:52:00'),
(11, 'Home Service Terms', 'home-service-terms', 'Terms governing the booking, delivery, payment, and completion of home services including electrical, plumbing, carpentry, cleaning, and appliance repair on Gletra.', '<p class=\"lead\">These Home Service Terms (\"Service Terms\") supplement the Gletra Terms and Conditions and apply to all service bookings made through Gletra Home Services. By booking a home service, you agree to these Service Terms in addition to our Cancellation Policy, Refund Policy, and Safety Guidelines.</p><p class=\"lead\">Gletra Home Services enables customers to book verified professionals for in-home work including electrical repairs, plumbing, carpentry, deep cleaning, regular housekeeping, and appliance maintenance. Gletra facilitates discovery, scheduling, payment escrow, communication through Gletra Chat and calls, and dispute resolution between customers and service providers.</p><p class=\"lead\">The service contract is formed directly between you (the customer) and the assigned service provider. Gletra is not the employer of service providers and does not guarantee specific outcomes, though we enforce quality standards and provide customer protection mechanisms described herein.</p><p class=\"lead\">These Service Terms apply to one-time bookings and recurring service subscriptions. Special conditions for commercial properties, multi-unit buildings, and hazardous work environments may require additional approval and are noted at booking where applicable.</p>', 'policies/heroes/home-service-terms-1920x700.svg', 'policies/heroes/home-service-terms-800x1000.svg', 'policies/heroes/home-service-terms-1200x600.svg', 'policies/heroes/home-service-terms-1200x600.svg', 'Home Service Terms | Gletra Marketplace', 'Terms governing the booking, delivery, payment, and completion of home services including electrical, plumbing, carpentry, cleaning, and appliance repair on Gletra.', 'gletra, home, service, terms, policy, legal', 'Home Service Terms – Gletra', 'Terms governing the booking, delivery, payment, and completion of home services including electrical, plumbing, carpentry, cleaning, and appliance repair on Gletra.', 'policies/heroes/home-service-terms-1920x700.svg', 'https://gletra.com/legal/home-service-terms', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Home Service Terms\",\"description\":\"Terms governing the booking, delivery, payment, and completion of home services including electrical, plumbing, carpentry, cleaning, and appliance repair on Gletra.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/home-service-terms\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:00', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 10, '2026-06-19 05:59:41', '2026-06-19 06:52:00'),
(12, 'Call & Video Call Usage Policy', 'call-video-policy', 'Acceptable use rules, privacy standards, and safety requirements for Gletra integrated voice and video calling features.', '<p class=\"lead\">Gletra provides integrated voice and video calling capabilities to enable real-time communication between buyers, sellers, and service providers in connection with marketplace transactions and home service bookings. This Call and Video Call Usage Policy governs acceptable use of these features.</p><p class=\"lead\">Calls may be initiated from order threads, service booking pages, and Gletra Chat conversations. Calling is intended for legitimate transaction-related communication including product inquiries, order coordination, service scope discussion, and dispute resolution. All calls are subject to the conduct standards in our Community Guidelines and User Conduct Policy.</p><p class=\"lead\">Gletra logs call metadata including participant identifiers, start and end times, duration, and associated transaction references for safety monitoring, quality assurance, and dispute resolution. Call audio and video content is not recorded by default unless a recording feature is explicitly enabled with all-party consent where required by law.</p><p class=\"lead\">Violation of this policy may result in call feature restrictions, account warnings, temporary suspension, or permanent termination depending on severity. Report abusive or inappropriate call behaviour immediately through the in-call report button or post-call feedback form.</p>', 'policies/heroes/call-video-call-usage-policy-1920x700.svg', 'policies/heroes/call-video-call-usage-policy-800x1000.svg', 'policies/heroes/call-video-call-usage-policy-1200x600.svg', 'policies/heroes/call-video-call-usage-policy-1200x600.svg', 'Call & Video Call Usage Policy | Gletra Marketplace', 'Acceptable use rules, privacy standards, and safety requirements for Gletra integrated voice and video calling features.', 'gletra, call, video, policy, policy, legal', 'Call & Video Call Usage Policy – Gletra', 'Acceptable use rules, privacy standards, and safety requirements for Gletra integrated voice and video calling features.', 'policies/heroes/call-video-call-usage-policy-1920x700.svg', 'https://gletra.com/legal/call-video-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Call & Video Call Usage Policy\",\"description\":\"Acceptable use rules, privacy standards, and safety requirements for Gletra integrated voice and video calling features.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/call-video-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:02', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 11, '2026-06-19 05:59:41', '2026-06-19 06:52:02'),
(13, 'Community Guidelines', 'community-guidelines', 'Standards for respectful, honest, and safe interaction across Gletra marketplace, chat, voice and video calls, reviews, and service bookings.', '<p class=\"lead\">Gletra is built on trust, respect, and honest commerce. These Community Guidelines define the standards of behaviour expected from all users—buyers, sellers, service providers, and visitors—across every touchpoint of our multi-vendor marketplace and home services platform.</p><p class=\"lead\">Whether you are leaving a product review, messaging a seller through Gletra Chat, coordinating a plumbing appointment via video call, or rating an electrician after service completion, your interactions shape the experience for the entire Gletra community. We expect all users to treat others with dignity and professionalism.</p><p class=\"lead\">These guidelines apply alongside our User Conduct Policy, Terms and Conditions, and category-specific policies. Violations may result in content removal, feature restrictions, account warnings, or permanent termination. Severe violations including threats, hate speech, and fraud may be referred to law enforcement.</p><p class=\"lead\">If you encounter behaviour that violates these guidelines, report it immediately using the report button on listings, chat messages, reviews, or user profiles. Gletra\'s trust and safety team reviews reports within 24 hours.</p>', 'policies/heroes/community-guidelines-1920x700.svg', 'policies/heroes/community-guidelines-800x1000.svg', 'policies/heroes/community-guidelines-1200x600.svg', 'policies/heroes/community-guidelines-1200x600.svg', 'Community Guidelines | Gletra Marketplace', 'Standards for respectful, honest, and safe interaction across Gletra marketplace, chat, voice and video calls, reviews, and service bookings.', 'gletra, community, guidelines, policy, legal', 'Community Guidelines – Gletra', 'Standards for respectful, honest, and safe interaction across Gletra marketplace, chat, voice and video calls, reviews, and service bookings.', 'policies/heroes/community-guidelines-1920x700.svg', 'https://gletra.com/legal/community-guidelines', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Community Guidelines\",\"description\":\"Standards for respectful, honest, and safe interaction across Gletra marketplace, chat, voice and video calls, reviews, and service bookings.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/community-guidelines\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:03', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 12, '2026-06-19 05:59:42', '2026-06-19 06:52:03'),
(14, 'User Conduct Policy', 'user-conduct-policy', 'Enforceable rules of behaviour and account integrity requirements for all Gletra platform users including buyers, sellers, and service providers.', '<p class=\"lead\">This User Conduct Policy establishes enforceable rules of behaviour for every person who accesses or uses Gletra, including buyers, sellers, service providers, and account administrators. Compliance is mandatory and violations carry consequences up to permanent account termination.</p><p class=\"lead\">Gletra operates a multi-vendor marketplace with integrated Gletra Wallet, real-time chat, voice and video calling, Seller Panel, and home services booking. The interconnected nature of our platform means that conduct violations in one area—such as chat abuse or wallet fraud—may affect your entire account status.</p><p class=\"lead\">This policy implements and enforces the behavioural standards described in our Community Guidelines with specific rules, detection methods, and enforcement procedures. It applies to all platform features and all forms of user interaction whether conducted through the app, website, API, or customer support channels.</p><p class=\"lead\">Gletra uses automated fraud detection, manual trust and safety review, and user reports to identify conduct violations. We may restrict accounts proactively when suspicious patterns are detected, pending investigation completion.</p>', 'policies/heroes/user-conduct-policy-1920x700.svg', 'policies/heroes/user-conduct-policy-800x1000.svg', 'policies/heroes/user-conduct-policy-1200x600.svg', 'policies/heroes/user-conduct-policy-1200x600.svg', 'User Conduct Policy | Gletra Marketplace', 'Enforceable rules of behaviour and account integrity requirements for all Gletra platform users including buyers, sellers, and service providers.', 'gletra, user, conduct, policy, policy, legal', 'User Conduct Policy – Gletra', 'Enforceable rules of behaviour and account integrity requirements for all Gletra platform users including buyers, sellers, and service providers.', 'policies/heroes/user-conduct-policy-1920x700.svg', 'https://gletra.com/legal/user-conduct-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"User Conduct Policy\",\"description\":\"Enforceable rules of behaviour and account integrity requirements for all Gletra platform users including buyers, sellers, and service providers.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/user-conduct-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:04', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 13, '2026-06-19 05:59:43', '2026-06-19 06:52:04'),
(15, 'Data Protection Policy', 'data-protection-policy', 'Technical and organisational measures Gletra employs to protect user data across marketplace, chat, calls, wallet, and home services operations.', '<p class=\"lead\">Gletra Technologies Pvt. Ltd. is committed to protecting the personal data of all users through comprehensive technical and organisational security measures. This Data Protection Policy describes the safeguards we implement to ensure confidentiality, integrity, and availability of data processed across our multi-vendor marketplace, Gletra Chat, voice and video calling infrastructure, Gletra Wallet, Seller Panel, and home services platform.</p><p class=\"lead\">Our data protection programme is aligned with ISO 27001 information security management principles, PCI-DSS requirements for payment data, RBI guidelines for prepaid payment instruments, and applicable provisions of the Digital Personal Data Protection Act, 2023. We continuously assess and improve our security posture through regular audits, penetration testing, and employee training.</p><p class=\"lead\">Data protection is a shared responsibility. While Gletra implements platform-level safeguards, users must protect their account credentials, exercise caution when sharing personal information in chat or during calls, and report suspected security incidents promptly to security@gletra.com.</p><p class=\"lead\">This policy supplements our Privacy Policy with technical and organisational detail. For information about data collection purposes and user rights, refer to the Privacy Policy and GDPR Compliance page.</p>', 'policies/heroes/data-protection-policy-1920x700.svg', 'policies/heroes/data-protection-policy-800x1000.svg', 'policies/heroes/data-protection-policy-1200x600.svg', 'policies/heroes/data-protection-policy-1200x600.svg', 'Data Protection Policy | Gletra Marketplace', 'Technical and organisational measures Gletra employs to protect user data across marketplace, chat, calls, wallet, and home services operations.', 'gletra, data, protection, policy, policy, legal', 'Data Protection Policy – Gletra', 'Technical and organisational measures Gletra employs to protect user data across marketplace, chat, calls, wallet, and home services operations.', 'policies/heroes/data-protection-policy-1920x700.svg', 'https://gletra.com/legal/data-protection-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Data Protection Policy\",\"description\":\"Technical and organisational measures Gletra employs to protect user data across marketplace, chat, calls, wallet, and home services operations.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/data-protection-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:05', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 14, '2026-06-19 05:59:43', '2026-06-19 06:52:06'),
(16, 'Cookie Policy', 'cookie-policy', 'How Gletra uses cookies, local storage, and similar tracking technologies on gletra.com and mobile applications.', '<p class=\"lead\">This Cookie Policy explains what cookies and similar tracking technologies are, how Gletra Technologies Pvt. Ltd. uses them on gletra.com and our mobile applications, and the choices available to you regarding their use.</p><p class=\"lead\">Cookies are small text files placed on your device when you visit a website or use an application. They enable core functionality such as maintaining your login session, remembering cart contents, and securing your Gletra Wallet transactions. Some cookies help us understand how users interact with our marketplace, chat features, and home services booking flows so we can improve performance and relevance.</p><p class=\"lead\">Gletra uses cookies in compliance with applicable law including the Digital Personal Data Protection Act, 2023 and, for European users, the ePrivacy Directive and GDPR. Non-essential cookies, including analytics and marketing cookies, are deployed only with your consent where required by law.</p><p class=\"lead\">This Cookie Policy should be read alongside our Privacy Policy and Data Protection Policy. You may manage cookie preferences at any time through our Cookie Preferences panel accessible from the website footer or Account Settings in the mobile app.</p>', 'policies/heroes/cookie-policy-1920x700.svg', 'policies/heroes/cookie-policy-800x1000.svg', 'policies/heroes/cookie-policy-1200x600.svg', 'policies/heroes/cookie-policy-1200x600.svg', 'Cookie Policy | Gletra Marketplace', 'How Gletra uses cookies, local storage, and similar tracking technologies on gletra.com and mobile applications.', 'gletra, cookie, policy, policy, legal', 'Cookie Policy – Gletra', 'How Gletra uses cookies, local storage, and similar tracking technologies on gletra.com and mobile applications.', 'policies/heroes/cookie-policy-1920x700.svg', 'https://gletra.com/legal/cookie-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Cookie Policy\",\"description\":\"How Gletra uses cookies, local storage, and similar tracking technologies on gletra.com and mobile applications.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/cookie-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:06', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 15, '2026-06-19 05:59:43', '2026-06-19 06:52:07');
INSERT INTO `policies` (`id`, `title`, `slug`, `short_description`, `content`, `desktop_banner`, `mobile_banner`, `hero_image`, `cover_image`, `seo_title`, `seo_description`, `seo_keywords`, `og_title`, `og_description`, `og_image`, `canonical_url`, `schema_markup`, `status`, `published_at`, `scheduled_at`, `reading_time`, `legal_notice`, `sort_order`, `created_at`, `updated_at`) VALUES
(17, 'Copyright Policy', 'copyright-policy', 'Gletra copyright infringement reporting, DMCA-style takedown procedures, and rights protection for marketplace listings, chat media, and service provider content.', '<p class=\"lead\">Gletra Technologies Pvt. Ltd. respects the intellectual property rights of creators, brands, publishers, and copyright owners worldwide. As a multi-vendor marketplace with integrated chat, voice and video calling, and home services booking, our platform hosts substantial user-generated content including product images, descriptions, review media, chat attachments, and service provider portfolios.</p><p class=\"lead\">This Copyright Policy establishes the procedures by which copyright owners may report alleged infringement on Gletra, the obligations of sellers and service providers who upload content, and the counter-notification process available to users whose content has been removed. Gletra acts as an intermediary platform and responds promptly to valid infringement notices in accordance with applicable copyright laws, including the Information Technology Act, 2000 and relevant intermediary guidelines in India.</p><p class=\"lead\">All users — buyers, sellers, service providers, and visitors — must ensure that content they upload, share via Gletra Chat, or display in listings does not infringe third-party copyrights. Unauthorized reproduction of photographs, product designs, software, written materials, music, video clips, or branded assets may result in content removal, account suspension, and referral to legal authorities.</p><p class=\"lead\">By using Gletra, you acknowledge that repeated or willful copyright violations constitute a material breach of our Terms & Conditions and may expose you to civil and criminal liability. Copyright holders and authorized agents may submit notices using the procedures outlined below.</p>', 'policies/heroes/copyright-policy-1920x700.svg', 'policies/heroes/copyright-policy-800x1000.svg', 'policies/heroes/copyright-policy-1200x600.svg', 'policies/heroes/copyright-policy-1200x600.svg', 'Copyright Policy | Gletra Marketplace', 'Gletra copyright infringement reporting, DMCA-style takedown procedures, and rights protection for marketplace listings, chat media, and service provider content.', 'gletra, copyright, policy, policy, legal', 'Copyright Policy – Gletra', 'Gletra copyright infringement reporting, DMCA-style takedown procedures, and rights protection for marketplace listings, chat media, and service provider content.', 'policies/heroes/copyright-policy-1920x700.svg', 'https://gletra.com/legal/copyright-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Copyright Policy\",\"description\":\"Gletra copyright infringement reporting, DMCA-style takedown procedures, and rights protection for marketplace listings, chat media, and service provider content.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/copyright-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:07', NULL, 6, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 16, '2026-06-19 05:59:43', '2026-06-19 06:52:08'),
(18, 'Intellectual Property Policy', 'intellectual-property-policy', 'Comprehensive protection of Gletra platform IP, user content licensing, trademark rules, and third-party intellectual property standards across marketplace, chat, calls, and home services.', '<p class=\"lead\">Intellectual property (IP) is fundamental to the integrity and trust of the Gletra ecosystem. This Intellectual Property Policy governs the ownership, use, licensing, and protection of IP assets across Gletra\'s multi-vendor marketplace, real-time chat and calling features, digital wallet infrastructure, seller panel, and home services platform for electricians, plumbers, carpenters, cleaners, and appliance repair professionals.</p><p class=\"lead\">Gletra Technologies Pvt. Ltd. owns and protects its proprietary software, trademarks, trade dress, algorithms, databases, and platform design. Users who upload content retain ownership of their original works but grant Gletra specific licenses necessary to operate the platform.</p><p class=\"lead\">This policy complements our Copyright Policy, Prohibited Items Policy, and Terms & Conditions. Violations may result in content removal, financial holds on wallet balances, seller account suspension, and legal proceedings.</p><p class=\"lead\">All parties interacting with Gletra — buyers, sellers, service providers, affiliates, and third-party integrators — must comply with this policy. Rights holders are encouraged to report violations promptly; Gletra commits to fair, transparent enforcement.</p>', 'policies/heroes/intellectual-property-policy-1920x700.svg', 'policies/heroes/intellectual-property-policy-800x1000.svg', 'policies/heroes/intellectual-property-policy-1200x600.svg', 'policies/heroes/intellectual-property-policy-1200x600.svg', 'Intellectual Property Policy | Gletra Marketplace', 'Comprehensive protection of Gletra platform IP, user content licensing, trademark rules, and third-party intellectual property standards across marketplace, chat, calls, and home services.', 'gletra, intellectual, property, policy, policy, legal', 'Intellectual Property Policy – Gletra', 'Comprehensive protection of Gletra platform IP, user content licensing, trademark rules, and third-party intellectual property standards across marketplace, chat, calls, and home services.', 'policies/heroes/intellectual-property-policy-1920x700.svg', 'https://gletra.com/legal/intellectual-property-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Intellectual Property Policy\",\"description\":\"Comprehensive protection of Gletra platform IP, user content licensing, trademark rules, and third-party intellectual property standards across marketplace, chat, calls, and home services.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/intellectual-property-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:08', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 17, '2026-06-19 05:59:43', '2026-06-19 06:52:08'),
(19, 'Anti Spam Policy', 'anti-spam-policy', 'Zero-tolerance rules prohibiting spam across Gletra Chat, push notifications, SMS, email, voice calls, and seller marketing on the marketplace and home services platform.', '<p class=\"lead\">Gletra maintains a zero-tolerance policy toward spam and unsolicited commercial communication across all platform channels. As a marketplace connecting buyers, sellers, and home service professionals through shopping, Gletra Chat, voice and video calls, notifications, and the seller panel, we are committed to preserving a trustworthy communication environment free from deceptive, bulk, or unauthorized messaging.</p><p class=\"lead\">This Anti Spam Policy applies to all users and automated systems operating on Gletra. It covers in-app chat messages, push notifications, email communications sent through Gletra systems, SMS alerts, promotional content in listings, call-based solicitation, and any attempt to harvest user contact information for off-platform spam campaigns.</p><p class=\"lead\">Violations disrupt user experience, erode marketplace trust, and may violate applicable laws including the Information Technology Act, 2000, TRAI regulations, and CAN-SPAM equivalents in relevant jurisdictions. Gletra employs automated detection, user reporting, and manual review to identify and penalize spam activity.</p><p class=\"lead\">By using Gletra communication features, you agree to send messages only to users with legitimate platform-related purposes and to honor opt-out requests immediately. Commercial messaging must comply with this policy and our Terms & Conditions.</p>', 'policies/heroes/anti-spam-policy-1920x700.svg', 'policies/heroes/anti-spam-policy-800x1000.svg', 'policies/heroes/anti-spam-policy-1200x600.svg', 'policies/heroes/anti-spam-policy-1200x600.svg', 'Anti Spam Policy | Gletra Marketplace', 'Zero-tolerance rules prohibiting spam across Gletra Chat, push notifications, SMS, email, voice calls, and seller marketing on the marketplace and home services platform.', 'gletra, anti, spam, policy, policy, legal', 'Anti Spam Policy – Gletra', 'Zero-tolerance rules prohibiting spam across Gletra Chat, push notifications, SMS, email, voice calls, and seller marketing on the marketplace and home services platform.', 'policies/heroes/anti-spam-policy-1920x700.svg', 'https://gletra.com/legal/anti-spam-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Anti Spam Policy\",\"description\":\"Zero-tolerance rules prohibiting spam across Gletra Chat, push notifications, SMS, email, voice calls, and seller marketing on the marketplace and home services platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/anti-spam-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:10', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 18, '2026-06-19 05:59:43', '2026-06-19 06:52:10'),
(20, 'Payment Terms', 'payment-terms', 'Terms governing payments, settlements, chargebacks, and financial transactions for Gletra marketplace orders, home service bookings, and wallet operations.', '<p class=\"lead\">These Payment Terms govern all financial transactions processed through Gletra Technologies Pvt. Ltd., including product purchases on our multi-vendor marketplace, home service bookings for electricians, plumbers, carpenters, cleaners, and appliance repair professionals, Gletra Wallet top-ups and payments, and seller settlement disbursements.</p><p class=\"lead\">Gletra acts as a payment intermediary, collecting buyer payments and disbursing seller and service provider earnings according to the schedules defined in our Seller Withdrawal Policy and Service Booking Policy. By completing a transaction on Gletra, you agree to these Payment Terms in addition to our Terms & Conditions.</p><p class=\"lead\">All payments are processed through PCI-DSS compliant payment gateways. Gletra does not store full credit or debit card numbers. Users must provide accurate payment information and authorize charges at checkout or booking confirmation.</p><p class=\"lead\">These terms address accepted payment methods, authorization and capture procedures, failed payment handling, currency, taxes, chargebacks, and refund routing. For wallet-specific rules, see our Wallet Policy.</p>', 'policies/heroes/payment-terms-1920x700.svg', 'policies/heroes/payment-terms-800x1000.svg', 'policies/heroes/payment-terms-1200x600.svg', 'policies/heroes/payment-terms-1200x600.svg', 'Payment Terms | Gletra Marketplace', 'Terms governing payments, settlements, chargebacks, and financial transactions for Gletra marketplace orders, home service bookings, and wallet operations.', 'gletra, payment, terms, policy, legal', 'Payment Terms – Gletra', 'Terms governing payments, settlements, chargebacks, and financial transactions for Gletra marketplace orders, home service bookings, and wallet operations.', 'policies/heroes/payment-terms-1920x700.svg', 'https://gletra.com/legal/payment-terms', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Payment Terms\",\"description\":\"Terms governing payments, settlements, chargebacks, and financial transactions for Gletra marketplace orders, home service bookings, and wallet operations.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/payment-terms\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:10', NULL, 5, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 19, '2026-06-19 05:59:44', '2026-06-19 06:52:10'),
(21, 'Wallet Policy', 'wallet-policy', 'Rules for Gletra Wallet top-ups, payments, refunds, promotional credits, transfers, withdrawals, and balance management across marketplace and home services.', '<p class=\"lead\">The Gletra Wallet is a stored-value digital account integrated across the Gletra platform, enabling faster checkout for marketplace purchases, home service bookings, refund receipt, cashback rewards, and seller disbursements. This Wallet Policy governs all wallet operations for buyers, sellers, and service providers.</p><p class=\"lead\">Wallet balances are denominated in Indian Rupees (INR). Funds added to your Gletra Wallet represent prepaid value that may be applied to eligible transactions on the platform. Gletra Technologies Pvt. Ltd. maintains wallet funds in segregated accounts in accordance with applicable prepaid payment instrument regulations.</p><p class=\"lead\">This policy covers wallet creation, top-up methods, spending rules, refund routing, promotional credit terms, balance limits, inactivity, withdrawal procedures, and security requirements. KYC verification is required for withdrawals and high-balance wallets as detailed in our KYC Verification Policy.</p><p class=\"lead\">By activating and using Gletra Wallet, you agree to these terms. Wallet services may be modified, suspended, or discontinued with reasonable notice except where prohibited by law.</p>', 'policies/heroes/wallet-policy-1920x700.svg', 'policies/heroes/wallet-policy-800x1000.svg', 'policies/heroes/wallet-policy-1200x600.svg', 'policies/heroes/wallet-policy-1200x600.svg', 'Wallet Policy | Gletra Marketplace', 'Rules for Gletra Wallet top-ups, payments, refunds, promotional credits, transfers, withdrawals, and balance management across marketplace and home services.', 'gletra, wallet, policy, policy, legal', 'Wallet Policy – Gletra', 'Rules for Gletra Wallet top-ups, payments, refunds, promotional credits, transfers, withdrawals, and balance management across marketplace and home services.', 'policies/heroes/wallet-policy-1920x700.svg', 'https://gletra.com/legal/wallet-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Wallet Policy\",\"description\":\"Rules for Gletra Wallet top-ups, payments, refunds, promotional credits, transfers, withdrawals, and balance management across marketplace and home services.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/wallet-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:11', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 20, '2026-06-19 05:59:44', '2026-06-19 06:52:12'),
(22, 'KYC Verification Policy', 'kyc-verification-policy', 'Identity verification requirements for Gletra sellers, home service providers, wallet withdrawals, and high-value transactions on the marketplace platform.', '<p class=\"lead\">Know Your Customer (KYC) verification is a cornerstone of Gletra\'s compliance program, ensuring platform integrity, preventing fraud, and meeting regulatory obligations under applicable Anti-Money Laundering (AML) laws, prepaid payment instrument guidelines, and marketplace operator requirements in India.</p><p class=\"lead\">This KYC Verification Policy defines who must complete verification, required documentation, verification procedures, data handling practices, and consequences of non-compliance. KYC applies to marketplace sellers, home service providers (electricians, plumbers, carpenters, cleaners, appliance repair technicians), users requesting wallet withdrawals, and accounts flagged by our risk systems.</p><p class=\"lead\">Gletra uses a combination of automated document verification, government database checks (where available), and manual review by authorized compliance personnel. All KYC data is encrypted, access-controlled, and retained per regulatory requirements detailed in our Data Protection Policy.</p><p class=\"lead\">Completion of KYC does not guarantee account approval or unlimited transaction access. Gletra reserves the right to request re-verification, enhanced due diligence, or additional documentation at any time based on risk assessment.</p>', 'policies/heroes/kyc-verification-policy-1920x700.svg', 'policies/heroes/kyc-verification-policy-800x1000.svg', 'policies/heroes/kyc-verification-policy-1200x600.svg', 'policies/heroes/kyc-verification-policy-1200x600.svg', 'KYC Verification Policy | Gletra Marketplace', 'Identity verification requirements for Gletra sellers, home service providers, wallet withdrawals, and high-value transactions on the marketplace platform.', 'gletra, kyc, verification, policy, policy, legal', 'KYC Verification Policy – Gletra', 'Identity verification requirements for Gletra sellers, home service providers, wallet withdrawals, and high-value transactions on the marketplace platform.', 'policies/heroes/kyc-verification-policy-1920x700.svg', 'https://gletra.com/legal/kyc-verification-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"KYC Verification Policy\",\"description\":\"Identity verification requirements for Gletra sellers, home service providers, wallet withdrawals, and high-value transactions on the marketplace platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/kyc-verification-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:12', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 21, '2026-06-19 05:59:44', '2026-06-19 06:52:12'),
(23, 'Seller Withdrawal Policy', 'seller-withdrawal-policy', 'Payout schedules, settlement cycles, holds, reserves, and withdrawal procedures for marketplace sellers and service providers on Gletra.', '<p class=\"lead\">This Seller Withdrawal Policy explains how marketplace sellers and home service providers receive earnings from transactions completed on Gletra. Gletra collects buyer payments, deducts applicable commissions and fees, and disburses net earnings according to the settlement cycles and conditions defined herein.</p><p class=\"lead\">Settlement timing depends on account type, order status, delivery confirmation, service completion, dispute activity, and seller performance metrics. New sellers and high-risk accounts may experience extended hold periods as described below.</p><p class=\"lead\">All withdrawals require completed KYC verification and a registered bank account matching the verified business or individual name. Sellers may also receive settlements to their Gletra Wallet for platform reinvestment.</p><p class=\"lead\">This policy applies alongside our Payment Terms, Vendor Agreement, and KYC Verification Policy. Gletra reserves the right to withhold payouts when fraud, disputes, or legal orders require investigation.</p>', 'policies/heroes/seller-withdrawal-policy-1920x700.svg', 'policies/heroes/seller-withdrawal-policy-800x1000.svg', 'policies/heroes/seller-withdrawal-policy-1200x600.svg', 'policies/heroes/seller-withdrawal-policy-1200x600.svg', 'Seller Withdrawal Policy | Gletra Marketplace', 'Payout schedules, settlement cycles, holds, reserves, and withdrawal procedures for marketplace sellers and service providers on Gletra.', 'gletra, seller, withdrawal, policy, policy, legal', 'Seller Withdrawal Policy – Gletra', 'Payout schedules, settlement cycles, holds, reserves, and withdrawal procedures for marketplace sellers and service providers on Gletra.', 'policies/heroes/seller-withdrawal-policy-1920x700.svg', 'https://gletra.com/legal/seller-withdrawal-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Seller Withdrawal Policy\",\"description\":\"Payout schedules, settlement cycles, holds, reserves, and withdrawal procedures for marketplace sellers and service providers on Gletra.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/seller-withdrawal-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:12', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 22, '2026-06-19 05:59:44', '2026-06-19 06:52:13'),
(24, 'Service Booking Policy', 'service-booking-policy', 'End-to-end rules for booking, managing, completing, and paying for home services on Gletra including electricians, plumbers, carpenters, cleaners, and appliance repair.', '<p class=\"lead\">This Service Booking Policy governs the complete lifecycle of home service bookings on Gletra Local Services — from search and booking through provider assignment, in-home service delivery, payment, rating, and dispute resolution. It applies to customers booking services and to verified service providers accepting bookings.</p><p class=\"lead\">Gletra connects customers with independent service professionals including electricians, plumbers, carpenters, cleaning specialists, and appliance repair technicians. Gletra is a platform intermediary and not the employer of service providers. Providers set availability, service areas, and pricing within platform guidelines.</p><p class=\"lead\">Bookings may be coordinated through Gletra Chat and voice/video calls for pre-service consultation. All payments for platform bookings must flow through Gletra\'s approved payment system to maintain customer protection and provider payout guarantees.</p><p class=\"lead\">By booking or accepting a service on Gletra, you agree to this policy alongside Home Service Terms, Cancellation Policy, and Customer Protection Policy.</p>', 'policies/heroes/service-booking-policy-1920x700.svg', 'policies/heroes/service-booking-policy-800x1000.svg', 'policies/heroes/service-booking-policy-1200x600.svg', 'policies/heroes/service-booking-policy-1200x600.svg', 'Service Booking Policy | Gletra Marketplace', 'End-to-end rules for booking, managing, completing, and paying for home services on Gletra including electricians, plumbers, carpenters, cleaners, and appliance repair.', 'gletra, service, booking, policy, policy, legal', 'Service Booking Policy – Gletra', 'End-to-end rules for booking, managing, completing, and paying for home services on Gletra including electricians, plumbers, carpenters, cleaners, and appliance repair.', 'policies/heroes/service-booking-policy-1920x700.svg', 'https://gletra.com/legal/service-booking-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Service Booking Policy\",\"description\":\"End-to-end rules for booking, managing, completing, and paying for home services on Gletra including electricians, plumbers, carpenters, cleaners, and appliance repair.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/service-booking-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:14', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 23, '2026-06-19 05:59:45', '2026-06-19 06:52:14'),
(25, 'Customer Protection Policy', 'customer-protection-policy', 'Gletra buyer protection program covering marketplace purchases, home service bookings, wallet transactions, and fraud prevention across the platform.', '<p class=\"lead\">Gletra Customer Protection is our commitment to safe, fair, and trustworthy transactions across our multi-vendor marketplace and home services platform. This program provides money-back guarantees, structured dispute resolution, fraud monitoring, and dedicated support for buyers and service customers.</p><p class=\"lead\">Protection applies to eligible transactions completed through Gletra\'s official checkout, booking payment system, or Gletra Wallet. Off-platform payments are not covered. Coverage extends to product orders, home service bookings (electricians, plumbers, carpenters, cleaners, appliance repair), and wallet-funded purchases.</p><p class=\"lead\">Our protection team investigates claims using order records, chat and call logs (metadata and reported content), delivery tracking, service completion records, and photographic evidence. Decisions are made fairly based on platform policies and available evidence.</p><p class=\"lead\">This Customer Protection Policy supplements our Refund Policy, Return Policy, Dispute Resolution Policy, and Safety Guidelines. Gletra may update coverage terms with notice for material changes.</p>', 'policies/heroes/customer-protection-policy-1920x700.svg', 'policies/heroes/customer-protection-policy-800x1000.svg', 'policies/heroes/customer-protection-policy-1200x600.svg', 'policies/heroes/customer-protection-policy-1200x600.svg', 'Customer Protection Policy | Gletra Marketplace', 'Gletra buyer protection program covering marketplace purchases, home service bookings, wallet transactions, and fraud prevention across the platform.', 'gletra, customer, protection, policy, policy, legal', 'Customer Protection Policy – Gletra', 'Gletra buyer protection program covering marketplace purchases, home service bookings, wallet transactions, and fraud prevention across the platform.', 'policies/heroes/customer-protection-policy-1920x700.svg', 'https://gletra.com/legal/customer-protection-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Customer Protection Policy\",\"description\":\"Gletra buyer protection program covering marketplace purchases, home service bookings, wallet transactions, and fraud prevention across the platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/customer-protection-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:14', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 24, '2026-06-19 05:59:45', '2026-06-19 06:52:15'),
(26, 'Safety Guidelines', 'safety-guidelines', 'Safety best practices for Gletra buyers, sellers, and home service customers using marketplace, chat, voice/video calls, and in-home services.', '<p class=\"lead\">Your safety is Gletra\'s highest priority. These Safety Guidelines provide practical recommendations for protecting yourself when shopping on our marketplace, communicating via Gletra Chat and voice/video calls, booking in-home services, and interacting with sellers and service providers.</p><p class=\"lead\">While Gletra implements platform security measures including KYC verification, background checks for service providers, fraud monitoring, and 24/7 safety reporting tools, users share responsibility for exercising caution and following these guidelines.</p><p class=\"lead\">These guidelines apply to all Gletra users regardless of role. Violations of safety-related conduct may result in account restrictions under our User Conduct Policy. In emergencies during active home service bookings, use the in-app Emergency button to alert Gletra Safety Team and local authorities.</p><p class=\"lead\">Report safety concerns immediately through in-app reporting or safety@gletra.com. For imminent danger, contact local emergency services (112 in India) first.</p>', 'policies/heroes/safety-guidelines-1920x700.svg', 'policies/heroes/safety-guidelines-800x1000.svg', 'policies/heroes/safety-guidelines-1200x600.svg', 'policies/heroes/safety-guidelines-1200x600.svg', 'Safety Guidelines | Gletra Marketplace', 'Safety best practices for Gletra buyers, sellers, and home service customers using marketplace, chat, voice/video calls, and in-home services.', 'gletra, safety, guidelines, policy, legal', 'Safety Guidelines – Gletra', 'Safety best practices for Gletra buyers, sellers, and home service customers using marketplace, chat, voice/video calls, and in-home services.', 'policies/heroes/safety-guidelines-1920x700.svg', 'https://gletra.com/legal/safety-guidelines', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Safety Guidelines\",\"description\":\"Safety best practices for Gletra buyers, sellers, and home service customers using marketplace, chat, voice\\/video calls, and in-home services.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/safety-guidelines\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:15', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 25, '2026-06-19 05:59:46', '2026-06-19 06:52:16'),
(27, 'Prohibited Items Policy', 'prohibited-items-policy', 'Comprehensive list of items and services that cannot be sold, listed, or offered on Gletra marketplace and home services platform.', '<p class=\"lead\">Gletra maintains a strict prohibited and restricted items policy to ensure legal compliance, user safety, and marketplace integrity. This policy applies to all product listings on our multi-vendor marketplace, service offerings on Gletra Home Services, content shared via Gletra Chat, and promotional materials in the seller panel.</p><p class=\"lead\">Prohibited items may not be listed, sold, advertised, or offered through any Gletra channel. Restricted items may require pre-approval, special licensing, age verification, or geographic limitations before listing. Gletra employs automated scanning, manual review, user reports, and law enforcement cooperation to enforce this policy.</p><p class=\"lead\">Violations result in immediate listing removal, account suspension or termination, wallet holds, and referral to law enforcement for illegal items. Sellers and service providers are solely responsible for ensuring their offerings comply with this policy and all applicable local, state, and national laws.</p><p class=\"lead\">This list is not exhaustive. Gletra may prohibit additional items at its discretion. When in doubt, contact compliance@gletra.com before listing.</p>', 'policies/heroes/prohibited-items-policy-1920x700.svg', 'policies/heroes/prohibited-items-policy-800x1000.svg', 'policies/heroes/prohibited-items-policy-1200x600.svg', 'policies/heroes/prohibited-items-policy-1200x600.svg', 'Prohibited Items Policy | Gletra Marketplace', 'Comprehensive list of items and services that cannot be sold, listed, or offered on Gletra marketplace and home services platform.', 'gletra, prohibited, items, policy, policy, legal', 'Prohibited Items Policy – Gletra', 'Comprehensive list of items and services that cannot be sold, listed, or offered on Gletra marketplace and home services platform.', 'policies/heroes/prohibited-items-policy-1920x700.svg', 'https://gletra.com/legal/prohibited-items-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Prohibited Items Policy\",\"description\":\"Comprehensive list of items and services that cannot be sold, listed, or offered on Gletra marketplace and home services platform.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/prohibited-items-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:16', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 26, '2026-06-19 05:59:46', '2026-06-19 06:52:17'),
(28, 'Dispute Resolution Policy', 'dispute-resolution-policy', 'Formal structured process for resolving conflicts between buyers, sellers, and service providers on Gletra marketplace and home services.', '<p class=\"lead\">Gletra provides a structured, fair, and transparent dispute resolution process to address conflicts arising from marketplace product orders, home service bookings, wallet transactions, and platform interactions. This policy applies to all registered users and supplements our Customer Protection Policy, Refund Policy, and Terms & Conditions.</p><p class=\"lead\">Disputes may involve product quality, non-delivery, service performance, billing discrepancies, communication misconduct, and refund disagreements. Gletra acts as a neutral mediator, reviewing evidence from all parties including order records, chat logs, call metadata, delivery tracking, and photographic documentation.</p><p class=\"lead\">Users are expected to attempt good-faith resolution through Gletra Chat or calls before filing formal disputes. Most issues resolve through direct communication within 48 hours. Formal dispute filing is available when informal resolution fails.</p><p class=\"lead\">Gletra decisions are binding for platform purposes including refund issuance, account actions, and payout holds. Users retain rights to pursue legal remedies independently as provided in our Terms & Conditions.</p>', 'policies/heroes/dispute-resolution-policy-1920x700.svg', 'policies/heroes/dispute-resolution-policy-800x1000.svg', 'policies/heroes/dispute-resolution-policy-1200x600.svg', 'policies/heroes/dispute-resolution-policy-1200x600.svg', 'Dispute Resolution Policy | Gletra Marketplace', 'Formal structured process for resolving conflicts between buyers, sellers, and service providers on Gletra marketplace and home services.', 'gletra, dispute, resolution, policy, policy, legal', 'Dispute Resolution Policy – Gletra', 'Formal structured process for resolving conflicts between buyers, sellers, and service providers on Gletra marketplace and home services.', 'policies/heroes/dispute-resolution-policy-1920x700.svg', 'https://gletra.com/legal/dispute-resolution-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Dispute Resolution Policy\",\"description\":\"Formal structured process for resolving conflicts between buyers, sellers, and service providers on Gletra marketplace and home services.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/dispute-resolution-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:17', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 27, '2026-06-19 05:59:46', '2026-06-19 06:52:19'),
(29, 'AML Policy', 'aml-policy', 'Anti-Money Laundering and Counter-Terrorism Financing compliance program for Gletra financial operations, wallet, and marketplace transactions.', '<p class=\"lead\">Gletra Technologies Pvt. Ltd. is committed to preventing money laundering, terrorist financing, and financial crime across our marketplace, Gletra Wallet, seller settlements, and home service payment systems. This Anti-Money Laundering (AML) Policy establishes our compliance framework aligned with applicable Indian regulations including PMLA guidelines and RBI prepaid payment instrument requirements.</p><p class=\"lead\">Gletra implements Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), transaction monitoring, suspicious activity reporting, and employee training as core components of our AML program. All users engaging in financial transactions on Gletra are subject to these controls.</p><p class=\"lead\">This policy applies to buyers, sellers, service providers, and any entity using Gletra payment, wallet, or settlement services. Gletra cooperates fully with the Financial Intelligence Unit — India (FIU-IND) and law enforcement agencies as required by law.</p><p class=\"lead\">Violations of AML requirements may result in account termination, transaction blocking, asset freezing, and mandatory reporting to authorities without prior user notification where legally prohibited.</p>', 'policies/heroes/aml-policy-1920x700.svg', 'policies/heroes/aml-policy-800x1000.svg', 'policies/heroes/aml-policy-1200x600.svg', 'policies/heroes/aml-policy-1200x600.svg', 'AML Policy | Gletra Marketplace', 'Anti-Money Laundering and Counter-Terrorism Financing compliance program for Gletra financial operations, wallet, and marketplace transactions.', 'gletra, aml, policy, policy, legal', 'AML Policy – Gletra', 'Anti-Money Laundering and Counter-Terrorism Financing compliance program for Gletra financial operations, wallet, and marketplace transactions.', 'policies/heroes/aml-policy-1920x700.svg', 'https://gletra.com/legal/aml-policy', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"AML Policy\",\"description\":\"Anti-Money Laundering and Counter-Terrorism Financing compliance program for Gletra financial operations, wallet, and marketplace transactions.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/aml-policy\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:19', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 28, '2026-06-19 05:59:46', '2026-06-19 06:52:19'),
(30, 'GDPR Compliance', 'gdpr-compliance', 'Gletra commitments, legal bases, and user rights under the General Data Protection Regulation for EEA and UK users.', '<p class=\"lead\">Gletra Technologies Pvt. Ltd. respects the privacy rights of individuals in the European Economic Area (EEA), United Kingdom, and other jurisdictions where the General Data Protection Regulation (GDPR) and UK GDPR apply. This page outlines our GDPR-specific commitments, legal bases for processing, data subject rights, and contact information for our Data Protection Officer.</p><p class=\"lead\">While Gletra primarily operates in India, our multi-vendor marketplace, chat, voice and video calling, home services booking, and wallet platform may process personal data of EEA/UK residents who create accounts, purchase products, book services, or interact with Gletra sellers and service providers.</p><p class=\"lead\">Gletra processes personal data lawfully, fairly, and transparently. We implement appropriate technical and organizational measures to protect data and honor the rights of data subjects as defined in GDPR Articles 12–23.</p><p class=\"lead\">This GDPR Compliance page supplements our Privacy Policy and Data Protection Policy. In case of conflict regarding EEA/UK users, GDPR-specific provisions in this document prevail.</p>', 'policies/heroes/gdpr-compliance-1920x700.svg', 'policies/heroes/gdpr-compliance-800x1000.svg', 'policies/heroes/gdpr-compliance-1200x600.svg', 'policies/heroes/gdpr-compliance-1200x600.svg', 'GDPR Compliance | Gletra Marketplace', 'Gletra commitments, legal bases, and user rights under the General Data Protection Regulation for EEA and UK users.', 'gletra, gdpr, compliance, policy, legal', 'GDPR Compliance – Gletra', 'Gletra commitments, legal bases, and user rights under the General Data Protection Regulation for EEA and UK users.', 'policies/heroes/gdpr-compliance-1920x700.svg', 'https://gletra.com/legal/gdpr-compliance', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"GDPR Compliance\",\"description\":\"Gletra commitments, legal bases, and user rights under the General Data Protection Regulation for EEA and UK users.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/gdpr-compliance\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:19', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 29, '2026-06-19 05:59:47', '2026-06-19 06:52:21'),
(31, 'Contact & Legal Information', 'contact-legal', 'Official Gletra legal entity details, registered office, regulatory contacts, grievance officer, and department-specific email channels.', '<p class=\"lead\">This page provides official contact and legal information for Gletra Technologies Pvt. Ltd. Use these channels for legal notices, regulatory correspondence, privacy inquiries, copyright claims, compliance matters, and formal grievances related to our multi-vendor marketplace, Gletra Wallet, chat and calling features, and home services platform.</p><p class=\"lead\">Gletra is registered in India and operates in compliance with applicable e-commerce, consumer protection, data protection, and financial regulations. Formal legal notices must be sent to our registered office by registered post with an electronic copy to legal@gletra.com.</p><p class=\"lead\">For general customer support including order tracking, refund status, and booking assistance, use support@gletra.com or in-app live chat for faster resolution. This page is intended for legal, regulatory, and formal compliance communications.</p><p class=\"lead\">Response times vary by channel. Grievance Officer inquiries receive acknowledgment within 24 hours per IT Rules 2021. Legal notices are acknowledged within 3 business days.</p>', 'policies/heroes/contact-legal-information-1920x700.svg', 'policies/heroes/contact-legal-information-800x1000.svg', 'policies/heroes/contact-legal-information-1200x600.svg', 'policies/heroes/contact-legal-information-1200x600.svg', 'Contact & Legal Information | Gletra Marketplace', 'Official Gletra legal entity details, registered office, regulatory contacts, grievance officer, and department-specific email channels.', 'gletra, contact, legal, policy, legal', 'Contact & Legal Information – Gletra', 'Official Gletra legal entity details, registered office, regulatory contacts, grievance officer, and department-specific email channels.', 'policies/heroes/contact-legal-information-1920x700.svg', 'https://gletra.com/legal/contact-legal', '{\"@context\":\"https:\\/\\/schema.org\",\"@type\":\"WebPage\",\"name\":\"Contact & Legal Information\",\"description\":\"Official Gletra legal entity details, registered office, regulatory contacts, grievance officer, and department-specific email channels.\",\"url\":\"https:\\/\\/gletra.com\\/legal\\/contact-legal\",\"publisher\":{\"@type\":\"Organization\",\"name\":\"Gletra\",\"url\":\"https:\\/\\/gletra.com\"}}', 'published', '2026-06-19 06:52:21', NULL, 4, 'This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.', 30, '2026-06-19 05:59:47', '2026-06-19 06:52:22');

-- --------------------------------------------------------

--
-- Table structure for table `policy_faqs`
--

CREATE TABLE `policy_faqs` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `policy_id` bigint(20) UNSIGNED NOT NULL,
  `question` varchar(255) NOT NULL,
  `answer` text NOT NULL,
  `sort_order` int(10) UNSIGNED NOT NULL DEFAULT 0,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

--
-- Dumping data for table `policy_faqs`
--

INSERT INTO `policy_faqs` (`id`, `policy_id`, `question`, `answer`, `sort_order`, `created_at`, `updated_at`) VALUES
(377, 2, 'Does Gletra sell my personal data to advertisers or data brokers?', 'No. Gletra does not sell, rent, or trade your personal data to third-party advertisers or data brokers. We use data internally to operate the marketplace, process transactions, and improve user experience. Marketing communications are sent only with appropriate consent and can be opted out at any time through account settings.', 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(378, 2, 'Are my Gletra Chat messages private and encrypted?', 'Gletra Chat messages are confidential between conversation participants and protected by encryption in transit and strict access controls on our servers. However, messages are not end-to-end encrypted by default and may be reviewed by authorised Gletra personnel when reported for abuse, fraud, or dispute resolution. Never share OTPs, passwords, or full payment card details in chat.', 2, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(379, 2, 'What personal data do sellers receive when I place an order?', 'Sellers receive the information necessary to fulfil your order: your name, delivery address, contact phone number, order items, and any special delivery instructions you provide. Sellers do not receive your full payment card details, KYC documents, or Gletra Wallet balance. Payment processing is handled entirely by Gletra and our PCI-DSS compliant payment partners.', 3, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(380, 2, 'How long does Gletra retain my order and KYC data?', 'Order and financial transaction records are retained for seven years to comply with tax and regulatory requirements. KYC documents submitted for seller, service provider, or wallet withdrawal verification are retained for seven years after account closure. Chat messages are typically retained for three years. You may request earlier deletion where legally permitted by contacting privacy@gletra.com.', 4, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(381, 2, 'Can I delete my Gletra account and all associated data?', 'Yes. You may request account deletion through Account Settings or by emailing privacy@gletra.com. We will delete or anonymise personal data not subject to legal retention obligations within 30 days of verifying your identity. Certain transaction records, KYC documents, and dispute-related data must be retained for regulatory compliance even after account deletion.', 5, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(382, 2, 'Does Gletra share my location with service providers?', 'When you book a home service, we share your service address and contact number with the assigned provider so they can reach your location. Precise GPS coordinates are shared only during active service tracking with your in-app consent. You can disable location sharing in device settings, though this may limit certain dispatch and tracking features.', 6, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(383, 3, 'Is Gletra the seller of products on the marketplace?', 'In most cases, no. Gletra operates as a marketplace intermediary connecting buyers with independent third-party sellers. The seller of record is identified on each product listing and order confirmation. Gletra facilitates payment collection, customer support, and dispute resolution but is not a party to the sale contract unless explicitly stated on a specific listing marked as \"Sold by Gletra.\"', 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(384, 3, 'Can I use Gletra if I am under 18 years old?', 'No. Gletra requires all users to be at least 18 years of age with legal capacity to enter binding contracts. Accounts found to belong to minors will be terminated and associated data deleted in accordance with our Privacy Policy, except where retention is required by law.', 2, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(385, 3, 'What happens if a seller asks me to pay outside Gletra?', 'Off-platform payment requests violate our Terms and remove your eligibility for Gletra Customer Protection. Report such requests immediately through the order page or support@gletra.com. Never send direct bank transfers, UPI payments, or cash to sellers outside the Gletra checkout flow.', 3, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(386, 3, 'How do I become a seller on Gletra?', 'Register for a seller account through the Seller Panel, complete business KYC verification with valid identity and GST documents where applicable, and await approval from our onboarding team. Once approved, you may list products, manage inventory, process orders, and receive settlements per our Seller Policy and Vendor Agreement.', 4, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(387, 3, 'Are home service providers employees of Gletra?', 'No. Service providers on Gletra Home Services are independent contractors or employees of partner agencies, not employees of Gletra Technologies Pvt. Ltd. Gletra facilitates discovery, booking, payment escrow, and quality monitoring but does not direct the manner or method of service delivery beyond platform standards.', 5, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(388, 3, 'What is Gletra\'s liability if a product is defective or a service is poorly performed?', 'Primary responsibility lies with the seller or service provider. Gletra provides the Customer Protection Policy, dispute resolution services, and may issue refunds or credits at our discretion. Our direct liability to you is limited as described in the Limitation of Liability section of these Terms.', 6, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(389, 4, 'How long does it take to receive a refund on Gletra?', 'Gletra Wallet refunds are instant upon approval. Refunds to original UPI, credit card, or debit card payment methods typically take 5–10 business days depending on your bank or payment provider. Net banking refunds usually process within 5–7 business days. You will receive email and in-app notifications at each stage.', 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(390, 4, 'Can I choose to receive my refund in Gletra Wallet instead of my bank?', 'Yes. During the refund request process, you may select Gletra Wallet as your preferred refund destination for instant credit. Wallet refunds can be used immediately for purchases and service bookings or withdrawn to your bank account after KYC verification per our Wallet Policy.', 2, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(391, 4, 'What if only one item in my multi-vendor order is defective?', 'You can request a partial refund for the defective item only. Each seller item is processed independently. Navigate to My Orders, select the specific item, and initiate a return or refund request. Remaining items from other sellers are unaffected.', 3, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(392, 4, 'Are shipping charges refunded when I return a product?', 'Original outbound shipping charges are refunded when the return is due to seller error, defective product, wrong item shipped, or non-delivery. For change-of-mind returns within the return window, outbound shipping may not be refunded, and you may bear return shipping costs as specified on the product page.', 4, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(393, 4, 'What happens if the seller rejects my refund request?', 'If the seller rejects your request and you disagree, Gletra\'s dispute mediation team will review evidence from both parties. Submit photographs, chat logs, and any other supporting documentation through the Dispute Center. Gletra\'s decision is binding unless appealed within 5 business days.', 5, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(394, 4, 'Can I get a refund for a home service that was partially completed?', 'Partial refunds may be issued when work was started but not completed to agreed standards. Document the incomplete or deficient work with photographs and submit through the booking dispute flow. Gletra assesses partial refunds based on the proportion of work completed and materials used.', 6, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(395, 5, 'Can I cancel my order after it has been shipped?', 'No. Once an order is shipped, cancellation is not available. You may refuse delivery where the logistics partner supports this option, or initiate a return request after delivery per our Return Policy. Return eligibility and refund amounts depend on the return reason and product category.', 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(396, 5, 'Is there a fee to cancel a home service booking?', 'Cancellations more than 24 hours before the appointment are free with full refund. Cancellations 12–24 hours before incur a 15% fee. Cancellations less than 12 hours before incur a 25% fee. If the provider has already arrived at your location, a 50% fee applies. No-show appointments forfeit the full booking amount.', 2, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(397, 5, 'What happens when a seller cancels my order?', 'You receive an automatic full refund to your original payment method or Gletra Wallet within the standard refund timeline. Gletra may offer platform credit as compensation. You can search for the same product from another seller or contact support for assistance finding an alternative.', 3, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(398, 5, 'Can I cancel just one item from a multi-seller order?', 'Yes. Each item can be cancelled independently before shipment. Navigate to My Orders, select the specific item from the relevant seller, and cancel. Other items in your order continue processing normally. Refunds for cancelled items are processed separately.', 4, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(399, 5, 'How do I reschedule instead of cancelling a service booking?', 'Open My Bookings, select the appointment, and choose \"Reschedule.\" One free reschedule is available when requested at least 12 hours before the original appointment time. Select a new available slot from the provider\'s calendar. Rescheduling avoids cancellation fees.', 5, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(400, 6, 'How many days do I have to return a product on Gletra?', 'Most products have a 7-day return window from delivery confirmation. Electronics, fashion, and footwear typically have 15-day windows. The exact return window for your purchase is displayed on the product page and in My Orders. Holiday promotions may extend windows to 30 days.', 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(401, 6, 'Who pays for return shipping?', 'For defective, damaged, or wrong items, Gletra or the seller covers return shipping. For change-of-mind returns, the buyer typically pays return shipping unless the product page or checkout displayed a free returns promotion. Return shipping costs are shown before you confirm the return request.', 2, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(402, 6, 'Can I return a product if I removed the tags or opened the packaging?', 'For change-of-mind returns, products must be unused with tags attached and original packaging intact. For defective or damaged items, opened packaging is acceptable provided you report the issue within 48 hours of delivery with photographs documenting the defect or damage.', 3, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(403, 6, 'How long does the refund take after the seller receives my return?', 'Sellers have 3 business days to inspect returned items. Once approved, refunds process within 3–5 business days to your original payment method or instantly to Gletra Wallet if selected. Total timeline from return pickup to refund is typically 7–12 business days.', 4, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(404, 6, 'Can I exchange an item instead of returning it for a refund?', 'Yes, where the seller offers exchange inventory. Select \"Replace\" or \"Exchange\" during return initiation. Size and colour exchanges are available for fashion items subject to stock availability. Defective items are typically replaced rather than refunded at the buyer\'s choice.', 5, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(405, 6, 'What if the seller rejects my return?', 'If a seller rejects your return, Gletra\'s dispute team reviews photographic evidence from both parties. File an appeal through the Dispute Center within 48 hours of rejection. If Gletra determines the return was valid, the refund is processed and the seller\'s rejection is overturned.', 6, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(406, 7, 'Why did my multi-vendor order arrive in separate packages?', 'Each seller ships independently from their own warehouse location. Multi-vendor orders are fulfilled separately with individual tracking numbers and delivery dates. Shipping charges are calculated per seller at checkout. Each package starts its return window on its own delivery confirmation date.', 1, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(407, 7, 'How can I track my Gletra order?', 'Log in to Gletra and open My Orders. Select your order to view real-time tracking with status updates from pickup through delivery. Enable push notifications in the Gletra app for automatic delivery alerts. Tracking links are also included in shipping confirmation emails.', 2, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(408, 7, 'What if my order is delayed beyond the estimated delivery date?', 'If your order has not arrived within 2 business days of the estimated delivery date and tracking shows no progress for 72 hours, contact support@gletra.com. We investigate with the seller and logistics partner. Confirmed delays beyond 7 days from estimated delivery may qualify for cancellation and full refund.', 3, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(409, 7, 'Do all sellers ship to my pin code?', 'Most sellers ship pan-India, but some restrict delivery to specific regions due to product type, logistics constraints, or business preferences. Serviceability is checked at checkout—if your pin code is not serviceable, you will see an error before payment. Try an alternative seller offering the same product.', 4, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(410, 7, 'Is shipping free on Gletra?', 'Shipping costs depend on the seller, product weight, and your location. Many sellers offer free standard shipping on all orders or orders above a minimum value displayed on the product page. Gletra platform coupons may provide additional free shipping discounts at checkout. Express shipping always incurs an additional charge.', 5, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(411, 7, 'What should I do if I receive a damaged package?', 'Photograph the outer packaging and product damage before opening fully. Report through My Orders within 48 hours of delivery. For severe damage, you may refuse delivery. Gletra covers return shipping for transit-damaged items and processes refund or replacement after seller inspection.', 6, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(412, 8, 'What documents are required to become a Gletra seller?', 'You need valid government ID, completed KYC verification, business registration documents, GST registration where applicable, and a verified bank account. Individual sellers may register with PAN and Aadhaar. All documents are submitted through the Seller Panel onboarding flow and reviewed within 3–5 business days.', 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(413, 8, 'How quickly must I ship orders as a Gletra seller?', 'Sellers must dispatch orders within 2 business days of order confirmation unless a longer handling time is displayed on the product listing. Maintaining a 95% or higher on-time dispatch rate is required for good standing. Pre-order items must ship within the stated pre-order fulfilment window.', 2, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(414, 8, 'When do I receive payment for my sales?', 'Standard sellers receive settlement T+7 business days after buyer delivery confirmation. Premium sellers eligible for T+3 settlement receive payouts faster. Commission and fees are deducted automatically. View detailed settlement reports in Seller Panel under Finance. Minimum payout threshold is INR 100.', 3, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(415, 8, 'Can I communicate with buyers outside Gletra Chat?', 'Gletra Chat is the required primary communication channel. Using external messaging to solicit off-platform payments violates our Terms and removes buyer protection eligibility. Voice and video calls through Gletra for order-related communication are permitted and encouraged.', 4, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(416, 8, 'What happens if my seller rating drops too low?', 'Sellers below 3.5 average rating enter a performance improvement programme with 30 days to recover. Persistent low ratings, high cancellation rates, or excessive returns trigger account review, reduced search visibility, and potential suspension. Gletra provides performance analytics and improvement recommendations in the Seller Panel.', 5, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(417, 8, 'Can I sell in any product category on Gletra?', 'Most categories are open upon approval, but restricted categories including electronics, beauty, health supplements, and baby products require additional documentation and category-specific approval. Prohibited items listed in our Prohibited Items Policy cannot be sold under any circumstances.', 6, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(418, 9, 'Is the Vendor Agreement different from the Seller Policy?', 'Yes. The Vendor Agreement is the binding legal contract establishing the commercial relationship between Gletra and the vendor. The Seller Policy provides operational rules and performance standards. Both apply to all sellers, and the Agreement incorporates the Seller Policy by reference.', 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(419, 9, 'Can Gletra change commission rates under this Agreement?', 'Gletra may update commission rates with 30 days notice published in the Seller Panel. Continued listing after the effective date constitutes acceptance. If you disagree with new rates, you may terminate the Agreement with 30 days notice after fulfilling pending obligations.', 2, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(420, 9, 'Who owns the product images I upload to Gletra?', 'You retain ownership of your listing content. You grant Gletra a licence to display and promote your listings on the platform. Gletra does not acquire ownership of your intellectual property. You warrant that you have rights to all uploaded content and indemnify Gletra against infringement claims.', 3, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(421, 9, 'What happens to my pending orders if Gletra terminates my account?', 'Gletra may require you to fulfil pending orders even after termination notice, or may cancel unfulfilled orders with full buyer refunds charged against your settlement balance. You must cooperate with order completion and return processing during the wind-down period.', 4, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(422, 9, 'Am I liable if a buyer is injured by a product I sold?', 'Yes. As the seller of record, you bear primary product liability. You agree to indemnify Gletra against product liability claims arising from your products. Maintain appropriate product liability insurance for high-risk categories as recommended in Seller Panel guidelines.', 5, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(423, 9, 'How do I terminate my vendor relationship with Gletra?', 'Send written termination notice to seller-support@gletra.com with 30 days advance notice. Complete all pending orders, resolve open disputes, and remove or transfer listings. Final settlement is processed after the hold period for returns and chargebacks, typically within 45 days of termination.', 6, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(424, 10, 'How do I register as a home service provider on Gletra?', 'Apply through the Gletra provider onboarding portal, submit identity documents for KYC, complete background verification, define your service area and categories, and upload portfolio or certification evidence. Approval typically takes 5–7 business days. Electricians, plumbers, carpenters, cleaners, and appliance repair technicians are all welcome to apply.', 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(425, 10, 'Can I set my own service prices on Gletra?', 'Yes, within platform rate guidelines displayed in the provider dashboard. You must provide upfront estimates before starting work and obtain customer approval for any additional charges. Hidden fees and off-platform payment requests are prohibited and result in account suspension.', 2, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(426, 10, 'When do I get paid for completed services?', 'Payment is released from Gletra escrow 24 hours after the customer marks the service complete, unless a dispute is filed. Payouts settle to your verified bank account within 1–3 business days. View earnings and payout history in the provider app under Finance.', 3, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(427, 10, 'What happens if a customer is not satisfied with my work?', 'The customer may file a dispute within 24 hours of service completion. Gletra reviews evidence from both parties including chat logs, photos, and scope documentation. You may be required to revisit and remedy the issue at no additional charge. Repeated quality disputes trigger performance review.', 4, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(428, 10, 'Is background verification mandatory for all providers?', 'Yes, for all in-home service categories. Background checks including identity verification and criminal record screening are mandatory before your first booking assignment. Providers who fail verification cannot operate on Gletra Home Services.', 5, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(429, 10, 'Can I bring an assistant to a service appointment?', 'Only with prior customer approval documented in Gletra Chat and Gletra support notification for agency providers. Unauthorised third parties entering customer homes violate safety policy and may result in immediate account suspension.', 6, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(430, 11, 'How do I book an electrician or plumber on Gletra?', 'Open Gletra Home Services, select the service category, describe your issue with photos if possible, choose an available time slot in your area, and confirm booking with payment. You receive provider details 2 hours before the appointment. Communicate with your provider through Gletra Chat or platform calls.', 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(431, 11, 'What if the final service price is higher than the estimate?', 'Providers must obtain your approval before performing work exceeding the estimate. Additional charges for parts, materials, or expanded scope require confirmation through the Gletra app or documented chat approval. Dispute unexpected charges through the booking dispute flow within 24 hours of service completion.', 2, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(432, 11, 'Do I need to be home during the service appointment?', 'Yes. An adult aged 18 or above must be present for the entire appointment. Providers are instructed not to enter premises without an authorised adult present. This protects both customer and provider safety.', 3, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(433, 11, 'What warranty does Gletra provide on home services?', 'Gletra offers a 7-day workmanship warranty on standard repairs. If the same issue recurs due to provider workmanship within 7 days, the provider must return and fix it at no additional labour cost. File warranty claims through My Bookings with photos and description.', 4, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(434, 11, 'Can I choose a specific service provider?', 'For repeat bookings, you may request a previously rated provider where they are available in your area and service category. First-time bookings are matched automatically based on availability, proximity, and ratings. Favourite providers can be saved in your account for future bookings.', 5, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(435, 11, 'What services are not available through Gletra Home Services?', 'Industrial equipment, structural modifications requiring municipal permits, hazardous material work, and medical device servicing are outside standard scope. Gas line work may require licensed specialists available in select areas. Booking page displays category availability for your pin code.', 6, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(436, 12, 'Are Gletra voice and video calls recorded?', 'No, not by default. Gletra does not record call audio or video unless a specific recording feature is enabled with explicit all-party consent. Call metadata such as duration, participants, and timestamps is logged for safety and dispute resolution purposes.', 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(437, 12, 'Can I call a seller before placing an order?', 'Calling may be available on product pages where the seller has enabled pre-sale communication. Some sellers accept calls only after order placement to reduce spam. Use Gletra Chat for initial inquiries if calling is not available. Never share payment details or OTPs during pre-sale calls.', 2, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(438, 12, 'What should I do if someone harasses me during a Gletra call?', 'Use the in-call report button immediately, end the call, and block the user through their profile. Submit a detailed report through post-call feedback or support@gletra.com. Gletra investigates abuse reports within 24 hours and may suspend the offending account.', 3, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(439, 12, 'Can sellers ask me to pay via call instead of Gletra checkout?', 'No. Off-platform payment solicitation during calls is strictly prohibited and removes your Customer Protection eligibility. Report such requests immediately. Always complete payments through Gletra checkout or Gletra Wallet to ensure refund and dispute protection.', 4, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(440, 12, 'Why is my video call quality poor?', 'Call quality depends primarily on your internet connection and device capabilities. Ensure minimum 3 Mbps bandwidth for video, close bandwidth-heavy applications, and use the Gletra mobile app rather than browser on mobile devices. Gletra is not liable for quality issues caused by network conditions.', 5, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(441, 12, 'Can I disable incoming calls on Gletra?', 'Yes. Go to Account Settings, Privacy, and toggle \"Allow incoming calls\" off. You can still initiate calls for your own active orders and bookings. Text communication via Gletra Chat remains available regardless of call settings.', 6, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(442, 13, 'What happens if I leave a fake review on Gletra?', 'Fake reviews, including reviews for products you did not purchase or incentivised ratings, violate our Community Guidelines. Gletra removes fraudulent reviews and may warn, restrict, or permanently terminate accounts engaged in review manipulation. Report suspected fake reviews using the report button on review pages.', 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(443, 13, 'Can I share my phone number with a seller in chat?', 'Sharing contact information for legitimate order coordination is permitted, but keep primary communication on Gletra Chat for dispute protection. Never share OTPs, passwords, or payment credentials. Report sellers who use chat solely to move transactions off-platform.', 2, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(444, 13, 'How do I report harassment in Gletra Chat?', 'Tap the report button on the specific message or user profile, select the violation type, and submit. For urgent safety threats, also email support@gletra.com with screenshots. Gletra reviews harassment reports within 24 hours and may suspend offending accounts immediately.', 3, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(445, 13, 'Are sellers allowed to respond to negative reviews?', 'Yes. Sellers and service providers may post one public response to each review. Responses must be professional and factual—personal attacks on reviewers violate guidelines. Gletra removes unprofessional seller responses and may issue warnings for repeated violations.', 4, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(446, 13, 'What content is not allowed in product listing images?', 'Listing images must accurately represent the product without deceptive editing, watermarks from other platforms, contact information overlays, or offensive content. Images of unrelated products, stock photos misrepresenting used items, and counterfeit brand logos are prohibited.', 5, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(447, 13, 'Do community guidelines apply to video calls and service providers?', 'Yes, with elevated standards for in-home conduct. Providers must maintain professionalism in customer homes, respect privacy, and communicate through Gletra channels. Safety violations, theft, or harassment result in immediate delisting and potential legal referral.', 6, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(448, 14, 'Can I have both a buyer account and a seller account on Gletra?', 'Yes, if both are registered under the same verified identity and linked through the Seller Panel. Operating separate unlinked accounts for the same person to abuse promotions or evade restrictions violates this policy. Business sellers may have authorised team members with delegated Seller Panel access.', 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(449, 14, 'What happens if I am caught selling counterfeit products?', 'Counterfeit sales constitute severe fraud resulting in immediate permanent account termination, forfeiture of pending settlements pending investigation, and referral to brand owners and law enforcement. Gletra cooperates with intellectual property holders on counterfeit enforcement actions.', 2, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(450, 14, 'Is it against policy to ask buyers to pay via UPI directly?', 'Yes, for sellers and service providers. Off-platform payment solicitation violates transaction integrity rules regardless of whether the seller offers a discount. Buyers should report such requests. Sellers face suspension or termination; buyers lose Customer Protection for off-platform payments.', 3, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(451, 14, 'How long can Gletra suspend my account?', 'Temporary suspensions range from 7 to 90 days depending on violation severity. You will receive notification explaining the reason and duration. Permanent termination applies to severe violations with no reinstatement path. Suspended users may not create new accounts.', 4, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(452, 14, 'Can I use automation tools to manage my Seller Panel?', 'Only through authorised Gletra API integrations. Unauthorised bots for price scraping, automated purchasing, review posting, or message spam are prohibited. Apply for API access through the Seller Panel developer section with use case documentation.', 5, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(453, 14, 'What should I do if my account is wrongly suspended?', 'Email appeals@gletra.com within 14 days with your account email, suspension notification details, and explanation. A separate reviewer assesses appeals within 7 business days. Provide any evidence supporting your case. Do not create a new account while appealing—that constitutes additional violation.', 6, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(454, 15, 'How does Gletra protect my KYC documents?', 'KYC documents are stored in isolated encrypted storage using AES-256 encryption with access restricted to authorised compliance personnel under dual-authorisation controls. All access is audit logged. Documents are retained per regulatory requirements and securely deleted upon retention expiry.', 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(455, 15, 'Does Gletra store my credit card number?', 'No. Gletra uses PCI-DSS Level 1 certified payment processors that tokenise card data. We store only payment tokens and transaction references, never full card numbers. Card entry occurs on secure processor-hosted fields isolated from Gletra servers.', 2, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(456, 15, 'What happens if Gletra experiences a data breach?', 'We execute our incident response plan immediately upon detection. Affected users are notified within 72 hours with details of compromised data and recommended protective actions. We notify regulatory authorities as required by the Digital Personal Data Protection Act and GDPR. Post-incident remediation prevents recurrence.', 3, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(457, 15, 'Who can access my chat messages at Gletra?', 'Chat messages are accessible to conversation participants and authorised trust and safety personnel under strict access controls for reported abuse investigations. Access requires dual authorisation and is fully audit logged. Routine employee access to chat content does not occur.', 4, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(458, 15, 'Is Gletra Wallet data encrypted?', 'Yes. Wallet ledger data, transaction history, and linked bank account references are encrypted at rest using AES-256 and protected in transit with TLS 1.2+. Financial transactions use integrity controls preventing unauthorised balance modifications.', 5, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(459, 15, 'How can I report a security vulnerability in Gletra?', 'Email security@gletra.com with a detailed description of the vulnerability. Do not publicly disclose before Gletra confirms remediation. We acknowledge reports within 48 hours and maintain a responsible disclosure programme. Valid security reports may be eligible for recognition in our security hall of fame.', 6, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(460, 16, 'What cookies does Gletra require to work properly?', 'Essential cookies for authentication, security, shopping cart, and wallet transaction verification are required for core functionality. Without these cookies, you cannot log in, complete purchases, use Gletra Wallet, or access the Seller Panel. These cookies do not require consent as they are strictly necessary.', 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(461, 16, 'How do I opt out of marketing cookies on Gletra?', 'Open the Cookie Preferences panel from the website footer or Account Settings in the app. Disable the Marketing category and save your preferences. You may also manage advertising identifiers through your device privacy settings. Opting out does not affect essential or functional cookies.', 2, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(462, 16, 'Does Gletra use cookies to track me across other websites?', 'Marketing retargeting cookies, enabled only with your consent, may show Gletra ads on third-party websites you visit. Analytics cookies do not track you across non-Gletra sites. You can disable marketing cookies through Cookie Preferences or browser settings at any time.', 3, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(463, 16, 'Are cookies used in the Gletra mobile app?', 'The mobile app uses equivalent technologies including local storage and device identifiers for session management, analytics, and push notifications. Manage app tracking through iOS App Tracking Transparency settings or Android advertising ID controls, and notification preferences in the Gletra app settings.', 4, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(464, 16, 'Do Gletra cookies contain my personal information?', 'Essential cookies contain session identifiers linked to your account while logged in. Analytics and marketing cookies use anonymised or pseudonymised identifiers. Cookies never contain KYC documents, full payment card numbers, or chat message content. See our Privacy Policy for full data handling details.', 5, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(465, 16, 'What happens if I block all cookies in my browser?', 'Blocking all cookies prevents Gletra from maintaining your login session, saving cart contents, processing wallet transactions securely, and operating the Seller Panel. We recommend using our Cookie Preferences panel to selectively disable non-essential categories while allowing essential cookies for platform functionality.', 6, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(466, 17, 'How do I report a seller using my product photos on Gletra?', 'Email copyright@gletra.com with your original work identification, the infringing listing URL or ID, and a signed statement of ownership. Gletra typically reviews valid notices within 1–3 business days and removes confirmed infringing content within 5 business days.', 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(467, 17, 'Will my seller account be terminated after one copyright complaint?', 'A single valid notice results in content removal and a written warning. Permanent termination applies after three valid copyright strikes within 12 months, or immediately for egregious willful infringement.', 2, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(468, 17, 'Can I use manufacturer product images for my Gletra listings?', 'Only if you are an authorized distributor and the brand\'s guidelines permit such use. Upload your own original product photos whenever possible.', 3, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(469, 17, 'What happens if I disagree with a takedown of my listing images?', 'Submit a counter-notification to copyright@gletra.com. If the original complainant does not file legal action within 14 business days, Gletra may restore your content.', 4, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(470, 17, 'Does this policy cover content shared in Gletra Chat?', 'Yes. Report infringing chat content with the conversation ID and timestamp to copyright@gletra.com.', 5, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(471, 17, 'Are Gletra service provider portfolio images protected?', 'Service providers retain copyright in their original portfolio photos. Providers may report infringement using the same notice procedure.', 6, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(472, 18, 'Who owns the product photos I upload to my Gletra store?', 'You retain ownership of original photos you create. You grant Gletra a license to display them on the platform. If photos contain third-party copyrighted elements, you must have permission from the rights holder.', 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(473, 18, 'Can I mention Gletra in my social media marketing?', 'Yes, in factual contexts such as \"Shop my store on Gletra.\" You may not use Gletra logos without authorization or imply official partnership without a written agreement.', 2, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(474, 18, 'How does Gletra handle counterfeit product reports?', 'Valid reports from brand owners or buyers trigger listing removal within 48 hours. Sellers may appeal with authenticity documentation. Repeat counterfeit listings result in permanent seller ban.', 3, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(475, 18, 'What is the Gletra Brand Registry?', 'A program for trademark owners to register their brands for proactive monitoring and priority infringement handling on Gletra marketplace listings.', 4, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(476, 18, 'Can service providers use certification logos on Gletra profiles?', 'Only credentials verified through Gletra KYC may be displayed. Unauthorized use of trade association or government certification marks is prohibited and may result in profile removal.', 5, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(477, 18, 'Does Gletra claim ownership of my chat messages?', 'No. You retain ownership of original content in chat. Gletra holds a limited license to store and process messages for platform operation, dispute resolution, and safety compliance.', 6, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(478, 19, 'Can I message all buyers who viewed my Gletra product?', 'No. Promotional messaging is limited to users who have opted in to marketing communications or have an existing order relationship with your store. Cold outreach to product viewers constitutes spam.', 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(479, 19, 'What happens if my automated order update messages are flagged as spam?', 'Transactional order messages are exempt from spam limits. If incorrectly flagged, submit a Message Appeal through Seller Panel &gt; Compliance within 7 days with order ID examples.', 2, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(480, 19, 'Can service providers call customers to upsell additional services?', 'Calls via Gletra must relate to an active booking or a customer-initiated inquiry. Unsolicited upselling calls to past customers without consent violate this policy.', 3, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(481, 19, 'Is it spam to share my store link in Gletra community forums?', 'Occasional relevant sharing may be acceptable in designated promotional areas. Repetitive or off-topic link posting across forums is spam and may result in forum privileges being revoked.', 4, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(482, 19, 'How do I opt out of seller promotional messages?', 'Go to Account Settings &gt; Notifications &gt; Marketing Preferences and disable promotional messages from sellers. You may also tap \"Block\" or \"Report\" on individual chat threads.', 5, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(483, 19, 'Can I use chatbots on Gletra for customer support?', 'Approved chatbot integrations are permitted for sellers on Business and Enterprise plans. Unauthorized bot scripts that send bulk messages are prohibited and will be detected and blocked.', 6, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(484, 20, 'Can I split payment between Gletra Wallet and UPI?', 'Yes. At checkout, select Gletra Wallet and choose \"Use partial wallet balance.\" The remaining amount is charged to your selected UPI or card method.', 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(485, 20, 'Why was my payment deducted but my order not confirmed?', 'This rare scenario occurs during gateway timeout. The amount is typically auto-reversed within 5–7 business days. Contact support@gletra.com with transaction ID for expedited reconciliation.', 2, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(486, 20, 'Are there extra fees for paying with EMI?', 'Gletra does not charge additional platform fees for EMI. Your bank may charge interest or processing fees per their EMI terms, disclosed before you confirm.', 3, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(487, 20, 'Can I pay a service provider in cash instead of through Gletra?', 'Cash payment may be available for select service categories where indicated at booking. Off-platform digital payments solicited via chat violate our policies and void customer protection.', 4, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(488, 20, 'How are taxes calculated on multi-vendor orders?', 'Each seller\'s items are taxed based on their registered GST state and the product category. Tax breakdown is shown per seller at checkout before payment.', 5, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(489, 20, 'What currency does Gletra accept?', 'Gletra processes payments in Indian Rupees (INR). International cards may be accepted where supported by our payment partners, with conversion handled by the issuing bank.', 6, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(490, 21, 'Is Gletra Wallet money real currency?', 'Wallet balance represents stored prepaid value denominated in INR, usable on Gletra platform. It is not a bank deposit and does not earn interest. Withdrawable balances may be transferred to your bank after KYC.', 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(491, 21, 'Can I transfer wallet balance to another user?', 'No. Peer-to-peer wallet transfers are not supported to prevent fraud and comply with prepaid instrument regulations.', 2, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(492, 21, 'What happens to my wallet if I delete my account?', 'Withdrawable balance must be withdrawn before account deletion. Promotional credits are forfeited. Account deletion is blocked if withdrawable balance exceeds ₹100 and KYC withdrawal is pending.', 3, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(493, 21, 'Do promotional credits expire?', 'Yes. Each promotional credit has an expiry date shown in Wallet &gt; Credits. Expired credits are automatically removed and cannot be restored.', 4, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(494, 21, 'Can sellers use wallet balance for ads?', 'Yes. Sellers may use wallet settlement balance to pay for Gletra Sponsored Products and storefront promotions directly from Seller Panel &gt; Advertising.', 5, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(495, 21, 'Is there a fee for wallet withdrawal?', 'Gletra does not charge withdrawal fees for the first 5 withdrawals per month. Additional withdrawals may incur a ₹5 processing fee. Bank IMPS charges, if any, are borne by the user.', 6, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(496, 22, 'How long does Gletra KYC verification take?', 'Automated verification typically completes within 1–4 hours. Manual review cases are resolved within 5 business days. Ensure documents are clear and match your registered name to avoid delays.', 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(497, 22, 'Can I sell on Gletra without GST registration?', 'Sellers below GST threshold may register without GST, subject to turnover limits under Indian law. Gletra may require GST registration as your sales volume grows.', 2, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(498, 22, 'Is my Aadhaar number stored by Gletra?', 'Gletra uses Aadhaar verification through authorized UIDAI-compliant methods. Full Aadhaar numbers are masked in our systems. We do not store Aadhaar biometric data.', 3, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(499, 22, 'Why was my KYC rejected?', 'Common reasons: blurry documents, name mismatch, expired ID, failed liveness check, or background check failure. Check the rejection email for specific reason and re-submit via KYC portal.', 4, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(500, 22, 'Do buyers need KYC to shop on Gletra?', 'Standard shopping does not require KYC. KYC is required for wallet withdrawals, wallet balances exceeding ₹50,000, and when flagged by fraud systems.', 5, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(501, 22, 'What background checks do home service providers undergo?', 'Providers for in-home services (electricians, plumbers, cleaners, etc.) undergo identity verification and criminal background screening before activation. Gletra re-runs checks annually.', 6, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(502, 23, 'When do I receive payment after a customer receives my product?', 'Standard sellers receive settlement T+7 (7 business days after delivery confirmation). Premium sellers receive T+3. The countdown starts when the buyer confirms delivery or auto-confirmation occurs 7 days after delivery.', 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(503, 23, 'Why is part of my earnings on hold?', 'Common reasons: active buyer dispute, new seller reserve, high return rate reserve, or pending chargeback. Check Seller Panel &gt; Finance &gt; Holds for specific reason and expected release date.', 2, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(504, 23, 'Can I change my settlement bank account?', 'Yes, in Seller Panel &gt; Settings &gt; Banking. Changes require re-verification (1–2 business days). Payouts to the new account begin after verification; pending payouts use the previous account.', 3, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(505, 23, 'How do home service providers get paid?', 'Provider earnings are released T+1 after the customer marks the job complete or 24 hours after completion if no dispute is filed. Payment goes to registered bank account or Gletra Wallet.', 4, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(506, 23, 'Is there a fee for withdrawing seller earnings?', 'Gletra does not charge withdrawal fees. Your bank may apply NEFT/IMPS charges per their schedule.', 5, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(507, 23, 'What happens to my pending balance if my account is suspended?', 'Earnings remain held during investigation. If suspension is lifted, normal settlement resumes. Permanent termination for fraud may result in forfeiture of reserves to cover buyer refunds and chargebacks.', 6, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(508, 24, 'How far in advance can I book a Gletra home service?', 'Bookings available up to 30 days in advance. Same-day booking available until 2 hours before slot start time, subject to provider availability.', 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(509, 24, 'What if the provider quotes a higher price on arrival?', 'Providers must obtain your approval before proceeding at a higher price. You may cancel without penalty if you disagree with the revised quote. Prepaid amounts are refunded in full.', 2, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(510, 24, 'Can I request a specific provider I used before?', 'Yes. From My Bookings, tap \"Book Again\" on a past service or select \"Preferred Provider\" during booking if they serve your area and are available.', 3, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(511, 24, 'Are parts and materials included in the booking price?', 'Standard booking prices cover labor only unless stated otherwise. Parts and materials are billed separately with your approval. Providers may procure parts or you may provide your own.', 4, '2026-06-19 06:52:14', '2026-06-19 06:52:14');
INSERT INTO `policy_faqs` (`id`, `policy_id`, `question`, `answer`, `sort_order`, `created_at`, `updated_at`) VALUES
(512, 24, 'What if the provider does not show up?', 'Report no-show via My Bookings after the 30-minute grace period. You receive full refund and priority rebooking. Repeat provider no-shows result in provider account suspension.', 5, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(513, 24, 'Can I tip my service provider through Gletra?', 'Yes. After marking service complete, you may add an optional tip via UPI or Gletra Wallet. 100% of tips go to the provider.', 6, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(514, 25, 'Is every Gletra purchase automatically protected?', 'Yes, eligible transactions through official Gletra checkout are covered by Gletra Customer Protection. Off-platform payments void protection regardless of prior Gletra communication.', 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(515, 25, 'How long do I have to file a not-as-described claim?', '30 days from delivery for marketplace orders. 7 days from service date for home service bookings. Claims after these windows are generally not eligible unless exceptional circumstances apply.', 2, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(516, 25, 'Will Gletra refund me while investigating my claim?', 'In clear-cut cases (confirmed non-delivery, verified counterfeit), provisional refunds may be issued within 48 hours. Complex cases are resolved before refund; typical timeline is 7 business days.', 3, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(517, 25, 'Does protection cover damage caused by a plumber during repair?', 'Yes. Property damage caused by a verified Gletra service provider during an active booking is covered. Document damage with photos immediately and file a claim within 7 days.', 4, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(518, 25, 'Can sellers retaliate if I file a protection claim?', 'Retaliation including harassment via chat, calls, or negative targeting is prohibited. Report retaliation immediately; offending sellers face account suspension.', 5, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(519, 25, 'What if my claim is denied?', 'You may appeal within 5 days with new evidence via the claim portal. Final Gletra decision after appeal is binding for platform purposes; legal remedies remain available per Terms & Conditions.', 6, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(520, 26, 'What should I do if a service provider makes me uncomfortable?', 'End the service immediately, use the in-app Emergency button, and contact local authorities if you feel threatened. Report the incident to safety@gletra.com with booking ID. Gletra will suspend the provider pending investigation.', 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(521, 26, 'Is it safe to share my phone number with sellers?', 'Gletra Chat and in-app calling protect your privacy without sharing personal numbers. If you choose to share your number, do so only after order confirmation and be cautious of post-transaction marketing.', 2, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(522, 26, 'How do I verify a Gletra service provider at my door?', 'Check the provider photo, name, and booking ID in your Gletra app against the person at your door. Verified providers display a Gletra ID badge. If identity does not match, do not allow entry and contact support.', 3, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(523, 26, 'What is the Gletra Emergency button?', 'Available during active home service bookings, the Emergency button instantly alerts Gletra Safety Team and shares your live location. Use for immediate safety threats during a service appointment.', 4, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(524, 26, 'Should I pay a seller who asks for advance payment outside Gletra?', 'Never. Off-platform payments void Customer Protection and are a common scam tactic. Report the seller immediately. Only pay through Gletra checkout or approved booking payment.', 5, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(525, 26, 'Are Gletra service providers background-checked?', 'Yes. All in-home service providers undergo identity verification and criminal background screening before activation. Gletra re-verifies annually.', 6, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(526, 27, 'Can I sell kitchen knives on Gletra?', 'Standard kitchen knives and culinary tools are permitted in appropriate categories. Combat knives, switchblades, and weapons disguised as tools are prohibited. List accurately with clear product descriptions.', 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(527, 27, 'Are CBD or hemp products allowed?', 'Products must comply with Indian law. Many cannabis-derived products are prohibited. Contact compliance@gletra.com with product details and lab reports before listing.', 2, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(528, 27, 'What happens if I accidentally list a prohibited item?', 'Remove the listing immediately. If discovered by Gletra before self-removal, you receive a warning for genuine mistakes. Knowingly listing prohibited items results in immediate suspension.', 3, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(529, 27, 'Can electricians list high-voltage industrial services?', 'Providers may only offer services within their verified license scope. Industrial electrical work requiring specialized licenses must not be offered without uploading valid credentials during KYC.', 4, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(530, 27, 'How do I get approval for restricted categories like alcohol?', 'Apply via Seller Panel &gt; Compliance &gt; Restricted Category Application. Upload required licenses. Approval typically takes 5–10 business days. Do not list until approved.', 5, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(531, 27, 'Does Gletra allow second-hand mobile phones?', 'Yes, used mobile phones are permitted if legally sourced, not stolen, and accurately described. Sellers must comply with IMEI regulations and cannot list carrier-locked devices without disclosure.', 6, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(532, 28, 'Can I file a dispute before contacting the seller?', 'For non-emergency issues, Gletra requires a 48-hour good-faith communication attempt via Gletra Chat first. Exceptions: fraud, safety threats, confirmed non-delivery after tracking deadline, and provider no-show.', 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(533, 28, 'How long does dispute resolution take?', 'Standard disputes target resolution within 7 business days. Complex cases with extensive evidence may take up to 14 business days. You receive status updates at each phase.', 2, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(534, 28, 'Can I dispute a chat harassment incident without an order?', 'Yes. Communication conduct disputes may be filed from the chat thread via Report &gt; Escalate to Dispute. Include screenshots and timestamps. Gletra reviews within 72 hours.', 3, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(535, 28, 'What if the seller and I partially agree?', 'Propose a partial refund amount during mediation. Gletra mediators may facilitate compromise solutions acceptable to both parties before issuing a formal decision.', 4, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(536, 28, 'Is the Gletra dispute decision final?', 'Final for platform actions (refunds, account measures). You may appeal once within 5 days with new evidence. Independent legal or arbitration remedies remain available per Terms & Conditions.', 5, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(537, 28, 'Does filing a dispute affect my buyer rating?', 'Legitimate disputes do not affect buyer ratings. Pattern of abusive or fraudulent disputes may result in account review.', 6, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(538, 29, 'Why was my wallet withdrawal flagged for review?', 'Withdrawals may be held for AML review when they exceed normal patterns, occur shortly after large top-ups, or match risk indicators. Provide requested documentation via kyc@gletra.com. Review typically completes within 3 business days.', 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(539, 29, 'Does Gletra report my transactions to the government?', 'Gletra reports suspicious transactions to FIU-IND as required by law. Routine legitimate transactions are not reported. Transaction data may be shared with regulators during lawful investigations.', 2, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(540, 29, 'Can I use Gletra Wallet for business cash management?', 'Gletra Wallet is for platform-related transactions. Using wallet for circular fund movement, pass-through transactions, or non-platform purposes violates AML policy and may result in account termination.', 3, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(541, 29, 'What is Enhanced Due Diligence?', 'Additional verification for higher-risk users including source of funds documentation, senior approval for account opening, and enhanced transaction monitoring. Applied based on risk scoring, not arbitrary selection.', 4, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(542, 29, 'Are cryptocurrency transactions allowed on Gletra?', 'Gletra does not support cryptocurrency payments or wallet conversion. Attempts to use Gletra for crypto-related money movement violate this AML policy.', 5, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(543, 29, 'How does Gletra detect suspicious seller activity?', 'Automated monitoring analyzes sales patterns, refund rates, buyer diversity, payout timing, and KYC data. Anomalous patterns trigger compliance review before settlement release.', 6, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(544, 30, 'Does GDPR apply to me if I live in India but am an EU citizen?', 'GDPR applies based on residency and establishment, not citizenship alone. If you reside in India and use Gletra primarily in India, Indian privacy law governs. EEA residents are protected regardless of citizenship.', 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(545, 30, 'How do I download all my Gletra data?', 'Email dpo@gletra.com with \"Data Portability Request\" or use Account Settings &gt; Privacy &gt; Export My Data where available. Receive a machine-readable export within 30 days.', 2, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(546, 30, 'Can I delete my Gletra account under GDPR?', 'Yes. Request erasure at dpo@gletra.com. Gletra deletes data not subject to legal retention (transactions, KYC) within 30 days. Residual anonymized analytics data may be retained.', 3, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(547, 30, 'Does Gletra use my chat data for advertising?', 'No. Chat content is not used for advertising profiling. Chat metadata may be processed for safety, fraud prevention, and dispute resolution under legitimate interests.', 4, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(548, 30, 'How are international data transfers to India protected?', 'Through Standard Contractual Clauses, encryption in transit and at rest, access controls, and regular security audits. Request our transfer impact assessment summary from dpo@gletra.com.', 5, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(549, 30, 'Who is Gletra\'s Data Protection Officer?', 'Contact our DPO at dpo@gletra.com for all GDPR-related inquiries, data subject requests, and supervisory authority correspondence.', 6, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(550, 31, 'How do I send a formal legal notice to Gletra?', 'Send registered post to our Registered Office in Bengaluru and email a PDF copy to legal@gletra.com with subject \"Legal Notice.\" Include sender identity, factual basis, and requested remedy. Acknowledgment within 3 business days.', 1, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(551, 31, 'Who do I contact for a GDPR data deletion request?', 'Email dpo@gletra.com with subject \"GDPR Erasure Request,\" your account email, and verification details. Processed within 30 days per GDPR requirements.', 2, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(552, 31, 'What is the Grievance Officer response time?', 'Acknowledgment within 24 hours of receipt. Resolution target within 15 days per IT (Intermediary Guidelines) Rules 2021. Complex cases may require extension with notice.', 3, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(553, 31, 'Can I visit Gletra office in person?', 'Our Registered Office accepts scheduled appointments for legal and regulatory matters. Contact legal@gletra.com to schedule. Walk-in support is not available; use support@gletra.com for customer issues.', 4, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(554, 31, 'How do I report a seller selling illegal products?', 'Report via product page \"Report\" button or compliance@gletra.com with listing URL. Critical safety issues (weapons, drugs) are prioritized for review within 4 hours.', 5, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(555, 31, 'Where do I find Gletra\'s CIN and GST details for invoicing?', 'CIN: U72900KA2021PTC145678. GSTIN: 29AABCG1234F1Z5. Full details on this page under Company Information. Seller invoices generated through Seller Panel include Gletra GST details automatically.', 6, '2026-06-19 06:52:22', '2026-06-19 06:52:22');

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