Most issues on SGT Cart can be sorted out quickly between buyer and Seller through the in-app chat. When that doesn't work, this policy gives a clear escalation path so nobody is stuck. It applies to customers, Sellers, and any disputes about Orders, refunds, listings, chargebacks or platform-fee adjustments.
1. Who this policy covers
- Customer ↔ Seller disputes about a specific Order — non-delivery, wrong item, damaged item, counterfeit, refund delays.
- Customer ↔ SGT Cart disputes about the Platform itself — reward points, voucher denial, account closure.
- Seller ↔ SGT Cart disputes about commission, payouts, performance suspensions, IP takedowns.
You agree to follow the steps below in order before approaching a court. Going straight to court without exhausting these steps may result in your case being stayed pending compliance.
2. Step 1 — Direct contact (up to 7 days)
Many issues can be resolved in a quick chat:
- Buyers: open the Order in My Orders and tap "Chat with seller". Describe the issue, attach photos, give the Seller 48 hours to reply.
- Sellers: respond promptly within the 48-hour SLA. Propose a solution — refund, replacement, partial credit, free re-delivery.
Keep the conversation civil and on-platform. Personal contact details, WhatsApp numbers, off-platform URLs are automatically redacted by our Anti-Disintermediation guard and may trigger a violation for Sellers.
3. Step 2 — Protection claim (within 60 days of order)
If direct contact does not resolve the issue, file a formal claim:
- Customers file a Buyer Protection claim from Buyer Protection. You'll describe what went wrong, upload evidence (photos, video, screenshots of chat) and choose the outcome you want — refund, replacement, or partial credit.
- Sellers use the Seller Dispute Resolution form when they disagree with a refund decision, performance strike, or commission deduction.
Filing a claim freezes the relevant payment / Wallet transfer so SGT Cart has funds available to enforce the eventual outcome.
4. Step 3 — SGT mediation (within 7 business days)
A dedicated mediator from the SGT Cart Trust & Safety team reviews the claim, the chat record, the evidence from both sides, the Seller's performance history, and any prior strikes. The mediator may:
- Request further information from either party (3 business days to respond).
- Inspect the product, when feasible, by asking the customer to courier it back.
- Consult our IP / counterfeit / safety specialists if the issue requires expertise.
The mediator's decision will be one of:
- Refund / replacement granted to the customer — Seller's Wallet is debited and the customer is refunded.
- Refund denied — the Order is closed in the Seller's favour, Wallet released as normal.
- Partial outcome — e.g., 50% refund without return, where the product was usable but materially less than promised.
The mediation decision is binding for purposes of disbursement of Platform-held funds. Either party may still escalate to the steps below if they remain unsatisfied with the substantive outcome.
5. Step 4 — CRPA §76 redressal (statutory consumer right)
The Consumer Rights Protection Act 2009 ("CRPA") gives consumers in Bangladesh the right to lodge a complaint with the National Consumer Right Protection Department (NCRPD). Under §76 a consumer may complain about any of the offences listed in §37-50 (adulterated goods, deceptive pricing, false advertising, refusal to deliver promised goods, etc.).
If our mediation outcome did not resolve the dispute to your satisfaction, you retain the right to lodge a CRPA complaint:
- Hotline: 16121 (NCRPD)
- Online: dncrp.portal.gov.bd
- Office: 1 Karwan Bazar, TCB Bhaban (8th floor), Dhaka 1215.
SGT Cart will cooperate fully with any NCRPD inquiry, share relevant transaction records, and abide by any direction or compensation order issued by the Director-General under §70.
6. Step 5 — Arbitration under the BD Arbitration Act 2001
For matters that cannot be resolved by the steps above, you and SGT Cart agree to submit the dispute to final and binding arbitration under the Arbitration Act 2001 (Bangladesh). The terms of the arbitration are:
| Item | Terms |
|---|---|
| Number of arbitrators | One (sole arbitrator) — chosen by mutual agreement; if no agreement within 30 days, appointed by the Bangladesh International Arbitration Centre (BIAC). |
| Seat | Dhaka |
| Language | English or Bangla, by election of the claimant. |
| Rules | BIAC Rules of Arbitration (current edition) — supplemented by the Arbitration Act 2001. |
| Costs | Each party bears its own, unless the arbitrator orders otherwise. |
| Class action / consolidation | Waived where lawful. Each claim proceeds individually. |
The award of the arbitrator is final and binding, enforceable in any competent court. The courts of Dhaka retain exclusive jurisdiction for interim measures (injunctions) and for enforcement of the arbitration award.
7. International users
If you are using SGT Cart from outside Bangladesh, this policy does not deprive you of consumer-protection rights mandatorily granted by the law of the country where you have your habitual residence — for example, your right to a refund of a defective product under your local consumer-rights statute.
However, the primary forum for any dispute remains the Dhaka courts, and the substantive law applicable to the contract remains Bangladesh law. International users are encouraged to use the mediation step (§4) to take advantage of the speed and free-of-charge nature of our internal process before turning to their local consumer authority.