Statutory Consumer Protection: In compliance with Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology Rules, 2021, PixelMarket operated by Bhatiserve Technologies Pvt. Ltd. maintains a time-bound grievance resolution mechanism.
1. Three-Tier Resolution Architecture
To ensure swift and fair resolution of buyer and creator issues, PixelMarket follows a structured three-tier redressal framework:
- Tier 1 – Frontline Customer Support: Resolution of common transactional inquiries (billing, download links, courier tracking). Handled within 24 to 48 hours.
- Tier 2 – Platform Mediation & Escrow Arbitration: Specialized resolution for order cancellations, deliverable defect claims, and milestone disputes. Handled within 3 to 7 business days.
- Tier 3 – Formal Grievance Escalation: Direct escalation to the designated corporate Grievance Officer for unresolved complaints or regulatory matters.
2. Designated Grievance Officer Details
Users may direct unresolved consumer complaints, privacy data requests, or compliance escalations to our appointed Grievance Officer:
Officer Name / Title: Grievance Redressal Officer
Corporate Entity: Bhatiserve Technologies Pvt. Ltd.
Official Grievance Email: hey@pixelmarket.in
Response SLA: Acknowledgment within 48 hours; complete resolution within 30 days.
Working Hours: Monday through Friday, 10:00 AM – 6:00 PM IST
3. Procedure for Filing a Formal Grievance
When filing a grievance, please provide the following details to facilitate swift processing:
- Your registered PixelMarket account email and telephone number.
- The specific Order Number (#BM-XXXXX) or Support Ticket ID.
- Clear summary of the unresolved issue along with relevant screenshots, invoices, or delivery proofs.
- The specific remedial action requested (e.g., replacement, full escrow refund, or account review).
4. Nodal Officer for Law Enforcement Agencies
Government agencies, judicial authorities, and cyber-crime cells requesting information or assistance under Section 79 of the IT Act can contact our designated Nodal Officer at: hey@pixelmarket.in.