-- Table structure for table `orders`
--

CREATE TABLE `orders` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `user_id` bigint(20) UNSIGNED DEFAULT NULL,
  `vendor_id` bigint(20) UNSIGNED DEFAULT NULL,
  `delivery_partner_id` bigint(20) UNSIGNED DEFAULT NULL,
  `order_number` varchar(100) DEFAULT NULL,
  `subtotal` decimal(10,2) DEFAULT NULL,
  `tax` decimal(10,2) DEFAULT NULL,
  `shipping_cost` decimal(10,2) DEFAULT NULL,
  `discount` decimal(10,2) DEFAULT NULL,
  `total` decimal(10,2) DEFAULT NULL,
  `total_amount` decimal(10,2) NOT NULL DEFAULT 0.00,
  `commission_amount` decimal(10,2) NOT NULL DEFAULT 0.00,
  `vendor_amount` decimal(10,2) NOT NULL DEFAULT 0.00,
  `payment_status` varchar(255) DEFAULT NULL,
  `order_status` varchar(255) DEFAULT NULL,
  `shiprocket_order_id` varchar(255) DEFAULT NULL,
  `shipment_id` varchar(255) DEFAULT NULL,
  `awb_code` varchar(255) DEFAULT NULL,
  `label_url` varchar(255) DEFAULT NULL,
  `courier_name` varchar(255) DEFAULT NULL,
  `shipping_status` varchar(255) DEFAULT NULL,
  `payment_method` enum('cod','prepaid') NOT NULL DEFAULT 'cod',
  `paypal_order_id` varchar(64) DEFAULT NULL,
  `vendor_status` varchar(255) DEFAULT NULL,
  `ready_to_ship` tinyint(1) NOT NULL DEFAULT 0,
  `shipped_at` timestamp NULL DEFAULT NULL,
  `delivered_at` timestamp NULL DEFAULT NULL,
  `shipping_provider` varchar(255) DEFAULT 'manual',
  `address` text DEFAULT NULL,
  `created_at` timestamp NULL DEFAULT NULL,
  `updated_at` timestamp NULL DEFAULT NULL,
  `is_rto` tinyint(1) NOT NULL DEFAULT 0,
  `order_notes` text DEFAULT NULL,
  `gift_card_id` bigint(20) UNSIGNED DEFAULT NULL,
  `gift_card_amount` decimal(10,2) NOT NULL DEFAULT 0.00,
  `loyalty_points_used` int(10) UNSIGNED NOT NULL DEFAULT 0
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

--
-- Dumping data for table `orders`
--

INSERT INTO `orders` (`id`, `user_id`, `vendor_id`, `delivery_partner_id`, `order_number`, `subtotal`, `tax`, `shipping_cost`, `discount`, `total`, `total_amount`, `commission_amount`, `vendor_amount`, `payment_status`, `order_status`, `shiprocket_order_id`, `shipment_id`, `awb_code`, `label_url`, `courier_name`, `shipping_status`, `payment_method`, `paypal_order_id`, `vendor_status`, `ready_to_ship`, `shipped_at`, `delivered_at`, `shipping_provider`, `address`, `created_at`, `updated_at`, `is_rto`, `order_notes`, `gift_card_id`, `gift_card_amount`, `loyalty_points_used`) VALUES
(1, 3, NULL, NULL, 'ORD-IDQNIK015C', 1024.98, 102.50, 10.00, 0.00, 1137.48, 0.00, 0.00, 0.00, 'pending', 'delivered', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'pending', 0, NULL, '2026-01-25 11:02:18', 'manual', NULL, '2026-01-24 10:52:51', '2026-01-25 11:02:18', 0, NULL, NULL, 0.00, 0),
(3, 3, 1, NULL, 'ORD-OTPC5EWKHY', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'shipped', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-01-25 08:34:59', '2026-01-26 12:40:38', 0, NULL, NULL, 0.00, 0),
(4, 3, 1, NULL, 'ORD-MR4IJOM4XY', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-01-26 13:57:58', '2026-01-26 14:11:38', 0, NULL, NULL, 0.00, 0),
(5, 3, 1, NULL, 'ORD-K2XDKM5MPJ', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'on_hold', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'hold', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-01-31 10:19:47', '2026-02-09 13:02:46', 0, NULL, NULL, 0.00, 0),
(6, 6, 1, NULL, 'ORD-MN8NW3EFBM', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":2,\"user_id\":6,\"title\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"name\":\"Tamanna\",\"email\":\"dakshchoudhary689@gmail.com\",\"phone\":\"09992545508\",\"country\":\"India\",\"state\":\"Haryana\",\"city\":\"Panchkula\",\"zip_code\":\"134118\",\"address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"full_address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"is_default\":1,\"created_at\":\"2026-01-31T16:39:55.000000Z\",\"updated_at\":\"2026-01-31T16:40:40.000000Z\"}', '2026-01-31 11:12:32', '2026-02-09 12:59:41', 0, NULL, NULL, 0.00, 0),
(7, 6, 1, NULL, 'ORD-YOKUTU6RWT', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":2,\"user_id\":6,\"title\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"name\":\"Tamanna\",\"email\":\"dakshchoudhary689@gmail.com\",\"phone\":\"09992545508\",\"country\":\"India\",\"state\":\"Haryana\",\"city\":\"Panchkula\",\"zip_code\":\"134118\",\"address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"full_address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"is_default\":1,\"created_at\":\"2026-01-31T16:39:55.000000Z\",\"updated_at\":\"2026-01-31T16:40:40.000000Z\"}', '2026-01-31 11:27:45', '2026-02-09 10:22:35', 0, NULL, NULL, 0.00, 0),
(8, 6, 1, NULL, 'ORD-EZCA1NEMRQ', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":2,\"user_id\":6,\"title\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"name\":\"Tamanna\",\"email\":\"dakshchoudhary689@gmail.com\",\"phone\":\"09992545508\",\"country\":\"India\",\"state\":\"Haryana\",\"city\":\"Panchkula\",\"zip_code\":\"134118\",\"address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"full_address\":\"New Punjabi Dhaba  Back Side Alipur Town\",\"is_default\":1,\"created_at\":\"2026-01-31T16:39:55.000000Z\",\"updated_at\":\"2026-01-31T16:40:40.000000Z\"}', '2026-01-31 19:29:01', '2026-02-01 19:47:33', 0, NULL, NULL, 0.00, 0),
(9, 6, 1, NULL, 'ORD-I5OYROOMIL', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":3,\"user_id\":6,\"title\":\"Baba Jiwan Singh Nagar\",\"name\":\"Tamanna\",\"email\":\"dakshchoudhary689@gmail.com\",\"phone\":\"09041823725\",\"country\":\"India\",\"state\":\"PUNJAB\",\"city\":\"Handiaya\",\"zip_code\":\"148107\",\"address\":\"Baba Jiwan Singh Nagar\\r\\nDhonola Khurd Road\",\"full_address\":\"Baba Jiwan Singh Nagar\\r\\nDhonola Khurd Road\",\"is_default\":0,\"created_at\":\"2026-01-31T16:40:15.000000Z\",\"updated_at\":\"2026-01-31T16:40:40.000000Z\"}', '2026-01-31 21:30:19', '2026-02-01 19:27:15', 0, NULL, NULL, 0.00, 0),
(10, 3, 1, NULL, 'ORD-UDNL27NXUO', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'confirmed', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-02 04:59:38', '2026-02-02 05:40:17', 0, NULL, NULL, 0.00, 0),
(11, 3, 1, NULL, 'ORD-UL0XYVQ09G', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-02 11:10:27', '2026-02-09 09:26:38', 0, NULL, NULL, 0.00, 0),
(12, 3, 1, NULL, 'ORD-Z4OTGLIM5G', 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 0.00, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'pending', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-02 11:48:34', '2026-02-03 12:04:07', 0, NULL, NULL, 0.00, 0),
(13, 3, 1, NULL, 'ORD-KRQWRXP98T', 198.00, 35.64, 0.00, 0.00, 233.64, 233.64, 23.36, 210.28, 'pending', 'pending', NULL, NULL, NULL, NULL, NULL, 'not_created', 'cod', NULL, 'accepted', 1, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-08 11:11:52', '2026-02-08 11:28:57', 0, NULL, NULL, 0.00, 0),
(14, 3, 1, NULL, 'ORD-EWOBHGPKDZ', 75.00, 13.50, 0.00, 0.00, 88.50, 88.50, 8.85, 79.65, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-11 19:51:57', '2026-02-12 18:07:05', 0, NULL, NULL, 0.00, 0),
(15, 3, 1, NULL, 'ORD-HR9PBXOSD8', 49.00, 8.82, 0.00, 0.00, 57.82, 57.82, 5.78, 52.04, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-02-12 18:05:08', '2026-02-12 18:07:13', 0, NULL, NULL, 0.00, 0),
(16, 3, 1, NULL, 'ORD-IS3QLPQQ35', 149.00, 26.82, 0.00, 0.00, 175.82, 175.82, 17.58, 158.24, 'pending', 'on_hold', NULL, NULL, NULL, NULL, NULL, 'not_created', 'cod', NULL, 'hold', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-05-21 06:28:49', '2026-06-19 13:14:07', 0, NULL, NULL, 0.00, 0),
(17, 3, 1, NULL, 'ORD-HDTTN8ZC1I', 314.00, 56.52, 0.00, 0.00, 370.52, 370.52, 37.05, 333.47, 'pending', 'on_hold', NULL, NULL, NULL, NULL, NULL, 'not_created', 'cod', NULL, 'hold', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-05-22 06:04:35', '2026-06-19 13:13:51', 0, NULL, NULL, 0.00, 0),
(18, 3, 1, NULL, 'ORD-L35QXX3ORN', 49.00, 8.82, 0.00, 0.00, 57.82, 57.82, 5.78, 52.04, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":null,\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654321\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"bnl\",\"zip_code\":\"148107\",\"address\":\"hntftv\",\"full_address\":null,\"is_default\":1,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-01-25T13:55:56.000000Z\"}', '2026-06-08 23:32:43', '2026-06-19 13:13:42', 0, NULL, NULL, 0.00, 0),
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(24, 3, 1, NULL, 'ORD-J0VOP5TFDE', 159.00, 0.00, 0.00, 0.00, 159.00, 159.00, 15.90, 143.10, 'pending', 'processing', NULL, NULL, NULL, NULL, NULL, 'created', 'cod', NULL, 'accepted', 0, NULL, NULL, 'manual', '{\"id\":1,\"user_id\":3,\"title\":\"my\",\"name\":\"hun\",\"email\":\"customer@gletra.com\",\"phone\":\"987654325\",\"country\":\"in\",\"state\":\"pun\",\"city\":\"hnd\",\"zip_code\":\"148108\",\"address\":\"set no 3\",\"full_address\":\"set no 3\",\"lat\":null,\"lng\":null,\"is_default\":true,\"created_at\":\"2026-01-25T13:55:56.000000Z\",\"updated_at\":\"2026-07-01T17:52:59.000000Z\"}', '2026-07-04 21:19:02', '2026-07-04 21:29:21', 0, NULL, NULL, 0.00, 0);

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

--
-- Table structure for table `order_items`
--

CREATE TABLE `order_items` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED DEFAULT NULL,
  `product_id` bigint(20) UNSIGNED DEFAULT NULL,
  `product_name` varchar(255) DEFAULT NULL,
  `product_image` varchar(255) DEFAULT NULL,
  `variant_name` varchar(255) DEFAULT NULL,
  `vendor_id` bigint(20) UNSIGNED DEFAULT NULL,
  `price` decimal(10,2) DEFAULT NULL,
  `cgst` decimal(15,2) NOT NULL DEFAULT 0.00,
  `sgst` decimal(15,2) NOT NULL DEFAULT 0.00,
  `igst` decimal(15,2) NOT NULL DEFAULT 0.00,
  `quantity` int(11) DEFAULT NULL,
  `status` varchar(50) DEFAULT NULL
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COLLATE=utf8mb4_unicode_ci;

--
-- Dumping data for table `order_items`
--

INSERT INTO `order_items` (`id`, `order_id`, `product_id`, `product_name`, `product_image`, `variant_name`, `vendor_id`, `price`, `cgst`, `sgst`, `igst`, `quantity`, `status`) VALUES
(12, 10, 6, 'brass-base-metal-kum-kum-bangles-set-for-women red', NULL, NULL, 1, 140.00, 0.00, 0.00, 0.00, NULL, 'processing'),
(13, 11, 6, 'brass-base-metal-kum-kum-bangles-set-for-women red', NULL, NULL, 1, 140.00, 0.00, 0.00, 0.00, NULL, 'processing'),
(14, 12, 6, 'brass-base-metal-kum-kum-bangles-set-for-women red', NULL, NULL, 1, 140.00, 0.00, 0.00, 0.00, NULL, 'cancelled'),
(15, 13, 15, 'Aroma mix fruit 5in1 facial kit', 'uploads/vendors/products/1/primary/1770302613_uFpiop.webp', NULL, 1, 99.00, 8.91, 8.91, 0.00, 1, 'processing'),
(16, 13, 14, 'Aroma goldish facial kit1', 'uploads/vendors/products/1/primary/1770302537_wgYMNa.webp', NULL, 1, 99.00, 8.91, 8.91, 0.00, 1, 'processing'),
(17, 14, 19, 'Cute Kitty Girl Cartoon Hair Clips (Pair)', 'vendors/products/1/primary/1770410833_BvghYf.webp', NULL, 1, 75.00, 6.75, 6.75, 0.00, 1, 'pending'),
(18, 15, 26, 'Round Earing mehroon', 'vendors/products/1/primary/1770938586_HkbNiy.webp', NULL, 1, 49.00, 4.41, 4.41, 0.00, 1, 'pending'),
(19, 16, 16, 'Magal suter Women Round bol', 'vendors/products/1/primary/1770303533_5PbG9L.webp', NULL, 1, 149.00, 13.41, 13.41, 0.00, 1, 'pending'),
(20, 17, 21, 'Fair & Lovely Advanced Multi Vitamin', 'vendors/products/1/primary/1770662599_E0sqhP.webp', NULL, 1, 249.00, 5.85, 5.85, 0.00, 1, 'pending'),
(21, 17, 18, 'Stone Latkan Chada 2 pc', 'vendors/products/1/primary/1770303903_L7Lrc8.webp', NULL, 1, 249.00, 22.41, 22.41, 0.00, 1, 'pending'),
(22, 18, 25, 'Brass Golden,big Stone Round Jumka Earring Red', 'vendors/products/1/primary/1770723545_YbxzUJ.webp', NULL, 1, 49.00, 4.41, 4.41, 0.00, 1, 'pending'),
(23, 19, 16, 'Magal suter Women Round bol', 'vendors/products/1/primary/1770303533_5PbG9L.webp', NULL, 1, 149.00, 13.41, 13.41, 0.00, 1, 'pending'),
(24, 20, 16, 'Magal suter Women Round bol', 'vendors/products/1/primary/1770303533_5PbG9L.webp', NULL, 1, 149.00, 13.41, 13.41, 0.00, 1, 'processing'),
(25, 20, 26, 'Round Earing mehroon', 'vendors/products/1/primary/1770938586_HkbNiy.webp', NULL, 1, 49.00, 4.41, 4.41, 0.00, 1, 'processing'),
(26, 20, 14, 'Aroma goldish facial kit1', 'vendors/products/1/primary/1770302537_wgYMNa.webp', NULL, 1, 99.00, 8.91, 8.91, 0.00, 1, 'processing'),
(27, 21, 31, 'Kundan jwellery set', 'vendors/products/2/primary/1782632152_3YHjAE.webp', NULL, 2, 299.00, 26.91, 26.91, 0.00, 1, 'pending'),
(28, 22, 14, 'Aroma goldish facial kit1', 'vendors/products/1/primary/1770302537_wgYMNa.webp', NULL, 1, 99.00, 8.91, 8.91, 0.00, 1, 'pending'),
(29, 23, 27, 'New velvet long lasting waterproof non transfer liquid matte lipstick set of 6', 'vendors/products/1/primary/1781104161_mWj8SL.webp', NULL, 1, 126.00, 11.34, 11.34, 0.00, 1, 'pending'),
(30, 24, 17, 'Magal suter Women', 'vendors/products/1/primary/1770303584_QowgSK.webp', NULL, 1, 159.00, 14.31, 14.31, 0.00, 1, 'pending');

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

--
-- Table structure for table `order_return_requests`
--

CREATE TABLE `order_return_requests` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED NOT NULL,
  `user_id` bigint(20) UNSIGNED NOT NULL,
  `order_item_id` bigint(20) UNSIGNED DEFAULT NULL,
  `type` enum('return','replace') NOT NULL,
  `reason` text NOT NULL,
  `status` varchar(255) NOT NULL DEFAULT 'pending',
  `admin_note` text DEFAULT NULL,
  `reverse_awb` varchar(255) DEFAULT NULL,
  `reverse_shipment_id` bigint(20) UNSIGNED DEFAULT NULL,
  `replacement_order_id` bigint(20) UNSIGNED 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;

--
-- Dumping data for table `order_return_requests`
--

INSERT INTO `order_return_requests` (`id`, `order_id`, `user_id`, `order_item_id`, `type`, `reason`, `status`, `admin_note`, `reverse_awb`, `reverse_shipment_id`, `replacement_order_id`, `processed_at`, `created_at`, `updated_at`) VALUES
(1, 20, 3, 24, 'return', 'kk nguyjhiuyj hguji', 'approved', 'Approved by Super Admin', NULL, NULL, NULL, '2026-07-05 10:04:31', '2026-06-19 05:11:20', '2026-07-05 10:04:34');

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

--
-- Table structure for table `order_trackings`
--

CREATE TABLE `order_trackings` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED NOT NULL,
  `status` varchar(255) NOT NULL,
  `message` varchar(255) DEFAULT NULL,
  `location` varchar(255) 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 `package_scan_logs`
--

CREATE TABLE `package_scan_logs` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `order_id` bigint(20) UNSIGNED NOT NULL,
  `scan_type` varchar(32) NOT NULL,
  `scan_value` varchar(255) NOT NULL,
  `action` varchar(64) NOT NULL,
  `scanned_by` bigint(20) UNSIGNED DEFAULT NULL,
  `device` varchar(128) DEFAULT NULL,
  `location` varchar(255) DEFAULT NULL,
  `verified` tinyint(1) NOT NULL DEFAULT 0,
  `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 `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');

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

--
-- 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');

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

--
-- Table structure for table `policy_sections`
--

CREATE TABLE `policy_sections` (
  `id` bigint(20) UNSIGNED NOT NULL,
  `policy_id` bigint(20) UNSIGNED NOT NULL,
  `title` varchar(255) NOT NULL,
  `content` longtext DEFAULT NULL,
  `image` varchar(255) DEFAULT NULL,
  `section_type` enum('content','notice','highlight','accordion','legal_update') NOT NULL DEFAULT 'content',
  `sort_order` int(10) UNSIGNED NOT NULL DEFAULT 0,
  `status` tinyint(1) NOT NULL DEFAULT 1,
  `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_sections`
--

INSERT INTO `policy_sections` (`id`, `policy_id`, `title`, `content`, `image`, `section_type`, `sort_order`, `status`, `created_at`, `updated_at`) VALUES
(693, 2, 'Scope and Applicability', '<p>This Privacy Policy applies to all personal data processed by Gletra in connection with our marketplace, messaging infrastructure, calling features, wallet services, and home services vertical. It covers buyers, guest checkout users, registered sellers, service providers, affiliates, and visitors who interact with our public pages or customer support channels.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Platform Touchpoints Covered</h4><ul class=\"mb-3\"><li>Product discovery, cart, checkout, and order tracking on the Gletra marketplace</li><li>Seller Panel operations including inventory management, payout requests, and performance analytics</li><li>Gletra Chat conversations between buyers, sellers, and service providers</li><li>Voice and video calls initiated through order threads or service booking workflows</li><li>Gletra Wallet top-ups, payments, refunds, cashback credits, and withdrawal requests</li><li>Home service bookings for electricians, plumbers, carpenters, cleaners, and appliance repair technicians</li><li>KYC document submission and identity verification workflows</li></ul><p>This policy does not govern third-party websites linked from Gletra, payment gateway privacy practices beyond data we receive from them, or offline interactions that occur entirely outside our platform unless explicitly integrated with a Gletra transaction.</p>', 'policies/sections/privacy-policy-scope-and-applicability-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(694, 2, 'Categories of Information We Collect', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Information You Provide Directly</h4><p>When you register, complete KYC, list products, or book services, we collect identifiers and contact details including your full name, email address, mobile number, delivery addresses, billing information, government-issued identification, GST registration numbers for business sellers, bank account details for payouts, professional certifications for service providers, and photographs submitted for profile or listing purposes.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Transaction and Communication Data</h4><p>We retain order histories, invoice records, return and refund requests, service booking details, chat message content, call metadata such as duration and participant identifiers, customer support tickets, dispute filings, and review submissions. Wallet transaction ledgers, including top-up sources and withdrawal destinations, are maintained for regulatory and reconciliation purposes.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Data Category</th><th>Examples</th><th>Primary Purpose</th></tr></thead><tbody><tr><td>Account Data</td><td>Name, email, phone, password hash</td><td>Authentication and account management</td></tr><tr><td>Commerce Data</td><td>Orders, payments, shipping labels</td><td>Transaction fulfilment and dispute resolution</td></tr><tr><td>KYC Data</td><td>Aadhaar, PAN, business registration</td><td>Regulatory compliance and fraud prevention</td></tr><tr><td>Communication Data</td><td>Chat messages, call logs, attachments</td><td>Service delivery and safety monitoring</td></tr><tr><td>Device Data</td><td>IP address, browser, app version</td><td>Security, analytics, and personalisation</td></tr></tbody></table></div>', 'policies/sections/privacy-policy-categories-of-information-we-collect-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(695, 2, 'How We Use Your Information', '<p>Gletra uses personal data to operate, secure, and improve the platform. Processing activities include order and booking fulfilment, payment authorisation through PCI-DSS compliant partners, seller settlement via the Seller Panel, service provider dispatch and route optimisation, wallet balance management, personalised product recommendations, fraud and abuse detection, and compliance with tax and anti-money laundering obligations.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Legitimate Business Purposes</h4><ol class=\"mb-3\"><li>Matching buyers with verified sellers and qualified home service professionals in their service area</li><li>Enabling real-time chat and optional voice or video calls for pre-sale inquiries and post-booking coordination</li><li>Calculating commissions, processing refunds to original payment methods or Gletra Wallet, and generating tax invoices</li><li>Conducting identity verification and ongoing monitoring for high-risk accounts or unusual wallet activity</li><li>Sending transactional notifications about order status, service appointments, KYC outcomes, and security alerts</li><li>Training machine learning models for search relevance and fraud scoring using anonymised or aggregated datasets where permitted</li></ol><p>We do not use your personal data for unrelated third-party advertising without explicit consent. Marketing communications are sent only where permitted by law and can be opted out through account settings or unsubscribe links.</p>', 'policies/sections/privacy-policy-how-we-use-your-information-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(696, 2, 'Information Sharing and Disclosure', '<p>Gletra shares personal information only as necessary to deliver our services, comply with legal obligations, or protect the rights and safety of our users. We do not sell personal data to data brokers or unrelated advertisers.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Recipients of Personal Data</h4><ul class=\"mb-3\"><li><strong>Marketplace Sellers:</strong> Name, delivery address, phone number, and order details required to fulfil your purchase</li><li><strong>Service Providers:</strong> Booking address, contact number, service description, and access instructions for in-home appointments</li><li><strong>Payment Processors:</strong> Tokenised payment credentials and transaction amounts for authorisation and settlement</li><li><strong>Logistics Partners:</strong> Shipping labels, recipient contact details, and proof-of-delivery requirements</li><li><strong>Verification Partners:</strong> KYC document images and biometric match results for identity confirmation</li><li><strong>Law Enforcement:</strong> Information disclosed when required by valid court orders, subpoenas, or regulatory directives</li></ul><p>All third-party processors are bound by contractual data protection obligations and may use your information solely for the purposes we specify. Cross-border transfers, where applicable, are protected by standard contractual clauses and encryption in transit.</p>', 'policies/sections/privacy-policy-information-sharing-and-disclosure-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(697, 2, 'Chat, Voice, and Video Communication Privacy', '<p>Gletra Chat is the primary communication channel between buyers, sellers, and service providers. Messages are stored on Gletra servers to support order history, dispute resolution, and safety investigations. While we implement encryption in transit and access controls, messages should not be treated as end-to-end encrypted unless explicitly indicated by a platform feature badge.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Call and Video Session Data</h4><p>When you initiate a voice or video call through Gletra, we log session metadata including start and end times, participant user IDs, associated order or booking reference, and network quality indicators. Call audio and video streams are not recorded by default. Users who attempt to record calls without the consent of all participants violate our Call and Video Call Usage Policy and may face account suspension.</p><ul class=\"mb-3\"><li>Report harassment or threats during calls using the in-call safety button or post-call feedback form</li><li>Do not share OTPs, full payment card numbers, or KYC document images during calls or chat</li><li>Gletra may review reported message content or call-related complaints under strict access controls</li></ul>', 'policies/sections/privacy-policy-chat-voice-and-video-communication-privacy-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(698, 2, 'Wallet and Financial Data Handling', '<p>Gletra Wallet stores prepaid balances, promotional credits, and refund proceeds. Financial data associated with wallet operations is processed under enhanced security controls and retained in accordance with RBI prepaid payment instrument guidelines and our AML Policy.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Wallet-Related Data Practices</h4><ol class=\"mb-3\"><li>Top-up transactions are linked to your verified payment method; we store transaction references, not full card numbers</li><li>Withdrawal requests require completed KYC and validated bank account details matched to your registered identity</li><li>Wallet ledger entries are retained for a minimum of seven years for audit and regulatory purposes</li><li>Suspicious wallet activity triggers automated holds and manual review by our compliance team</li></ol><p>Seller payout data processed through the Seller Panel includes settlement amounts, commission deductions, TDS certificates where applicable, and bank transfer confirmations. Sellers can export payout statements from the Seller Panel dashboard.</p>', 'policies/sections/privacy-policy-wallet-and-financial-data-handling-section-800x400.svg', 'accordion', 6, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(699, 2, 'Data Retention and Deletion', '<p>We retain personal data for as long as your account remains active and as necessary to fulfil the purposes described in this policy. Retention periods vary by data category and legal requirements.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Data Type</th><th>Retention Period</th><th>Deletion Trigger</th></tr></thead><tbody><tr><td>Active account profile</td><td>Duration of account plus 90 days</td><td>Account deletion request</td></tr><tr><td>Order and invoice records</td><td>7 years from transaction date</td><td>Legal retention expiry</td></tr><tr><td>Chat messages</td><td>3 years from last activity</td><td>Automatic archival or user request</td></tr><tr><td>KYC documents</td><td>7 years after account closure</td><td>Regulatory retention expiry</td></tr><tr><td>Marketing preferences</td><td>Until opt-out plus 30 days</td><td>Unsubscribe or account deletion</td></tr></tbody></table></div><p>You may request deletion of your account and associated personal data by contacting privacy@gletra.com or using the Account Settings privacy controls. Certain records must be retained for legal, tax, or dispute resolution purposes even after account deletion.</p>', 'policies/sections/privacy-policy-data-retention-and-deletion-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(700, 2, 'Your Privacy Rights and Choices', '<p>Depending on your jurisdiction, you may have rights to access, correct, delete, restrict, or port your personal data, and to object to certain processing activities. Indian users may exercise rights under the Digital Personal Data Protection Act, 2023. European Economic Area and United Kingdom users may exercise GDPR rights as described in our GDPR Compliance page.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">How to Exercise Your Rights</h4><ol class=\"mb-3\"><li>Submit a request via privacy@gletra.com with your registered email and account verification</li><li>Use in-app privacy controls under Account Settings to download a data export or update contact details</li><li>Opt out of non-essential marketing emails through unsubscribe links or notification preferences</li><li>Manage cookie preferences through our Cookie Preferences panel or browser settings</li></ol><p>We respond to verified privacy requests within 30 days. Complex requests may require an additional 30-day extension, of which you will be notified in writing.</p>', 'policies/sections/privacy-policy-your-privacy-rights-and-choices-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(701, 2, 'Children\'s Privacy', '<p>Gletra is not intended for individuals under 18 years of age. We do not knowingly collect personal data from minors. If we become aware that a user under 18 has created an account or submitted KYC documents, we will promptly disable the account and delete associated personal data unless retention is required by law. Parents or guardians who believe a minor has provided information to Gletra should contact privacy@gletra.com immediately.</p>', 'policies/sections/privacy-policy-childrens-privacy-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(702, 2, 'Policy Updates and Contact Information', '<p>We may revise this Privacy Policy to reflect changes in our services, legal requirements, or industry best practices. The \"Last Updated\" date at the top of this page indicates the most recent revision. Continued use of Gletra after the effective date of an updated policy constitutes acceptance of the revised terms.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Contact Our Privacy Team</h4><ul class=\"mb-3\"><li><strong>General privacy inquiries:</strong> privacy@gletra.com</li><li><strong>Data Protection Officer (GDPR):</strong> dpo@gletra.com</li><li><strong>Grievance Officer (IT Rules 2021):</strong> grievance@gletra.com</li><li><strong>Postal correspondence:</strong> Gletra Technologies Pvt. Ltd., Privacy Office, Bengaluru, Karnataka, India</li></ul>', 'policies/sections/privacy-policy-policy-updates-and-contact-information-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:51:52', '2026-06-19 06:51:52'),
(703, 3, 'Definitions and Interpretation', '<p>In these Terms, unless the context requires otherwise, the following definitions apply throughout this document and all incorporated policies.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Term</th><th>Definition</th></tr></thead><tbody><tr><td>Platform</td><td>The Gletra website, mobile applications, Seller Panel, APIs, and all related services</td></tr><tr><td>User</td><td>Any person who accesses or uses the Platform, including buyers, sellers, and service providers</td></tr><tr><td>Seller</td><td>A registered vendor who lists and sells physical products through the marketplace</td></tr><tr><td>Service Provider</td><td>An independent professional offering home services through Gletra Home Services</td></tr><tr><td>Gletra Wallet</td><td>The stored-value account enabling prepaid payments, refunds, and rewards on the Platform</td></tr><tr><td>Order</td><td>A confirmed purchase of one or more products from a Seller through the Platform</td></tr><tr><td>Booking</td><td>A confirmed appointment for a home service with an assigned Service Provider</td></tr></tbody></table></div><p>Headings are for convenience only and do not affect interpretation. References to \"including\" mean \"including without limitation.\" These Terms are governed by the laws of India, and courts in Bengaluru, Karnataka shall have exclusive jurisdiction subject to mandatory consumer protection remedies.</p>', 'policies/sections/terms-and-conditions-definitions-and-interpretation-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(704, 3, 'Platform Services and Role of Gletra', '<p>Gletra provides a technology platform that enables users to discover products, compare seller offerings, communicate via chat and calls, complete secure checkout, track shipments, book home services, and manage wallet balances. Gletra charges marketplace fees and commissions as disclosed in the Seller Panel and service provider fee schedules.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Services Provided by Gletra</h4><ul class=\"mb-3\"><li>Multi-vendor product marketplace with search, filtering, and recommendation features</li><li>Seller Panel for inventory management, order processing, analytics, and payout requests</li><li>Gletra Home Services for booking electricians, plumbers, carpenters, cleaners, and appliance repair</li><li>Gletra Chat and integrated voice/video calling for transaction-related communication</li><li>Gletra Wallet for prepaid balances, instant refunds, and promotional credits</li><li>Customer protection, dispute resolution, and fraud prevention programmes</li></ul><p>Gletra does not guarantee the quality, safety, legality, or availability of any product or service listed by third parties. We conduct reasonable verification of sellers and service providers but do not warrant their performance beyond the protections described in our Customer Protection Policy.</p>', 'policies/sections/terms-and-conditions-platform-services-and-role-of-gletra-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(705, 3, 'Account Registration and Security', '<p>To access certain features, you must create a Gletra account with accurate, current, and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activities conducted under your account.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Account Requirements</h4><ol class=\"mb-3\"><li>Provide a valid email address and mobile number capable of receiving OTP verification</li><li>Maintain one personal account unless authorised for a registered business entity with separate Seller Panel access</li><li>Complete KYC verification when required for seller registration, service provider onboarding, or wallet withdrawals exceeding platform thresholds</li><li>Promptly update account information when your contact details, address, or business registration changes</li><li>Notify Gletra immediately at support@gletra.com if you suspect unauthorised account access</li></ol><p>Gletra reserves the right to suspend or terminate accounts that provide false information, engage in fraudulent activity, or violate these Terms or any incorporated platform policy.</p>', 'policies/sections/terms-and-conditions-account-registration-and-security-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(706, 3, 'Orders, Bookings, and Contract Formation', '<p>A product order is confirmed when you complete checkout and receive an order confirmation notification. The contract of sale is between you and the seller; Gletra acts as a limited payment collection agent for the seller. A service booking is confirmed when you select a time slot, provide service details, and receive booking confirmation. The service contract is between you and the assigned service provider.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Pricing and Availability</h4><p>Product prices, shipping charges, and service estimates are displayed before confirmation. Sellers and service providers are responsible for accurate pricing. Gletra may cancel orders or bookings where pricing errors are manifest, inventory is unavailable, or the seller or provider fails verification standards. Payment is processed through Gletra\'s secure payment infrastructure; off-platform payment requests from sellers or providers are prohibited.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Transaction Type</th><th>Contract Parties</th><th>Gletra Role</th></tr></thead><tbody><tr><td>Product purchase</td><td>Buyer and Seller</td><td>Marketplace intermediary and payment facilitator</td></tr><tr><td>Home service booking</td><td>Customer and Service Provider</td><td>Booking platform and payment escrow agent</td></tr><tr><td>Wallet top-up</td><td>User and Gletra</td><td>Stored-value account operator</td></tr></tbody></table></div>', 'policies/sections/terms-and-conditions-orders-bookings-and-contract-formation-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(707, 3, 'Seller and Service Provider Obligations', '<p>Users who register as sellers or service providers accept additional obligations under the Seller Policy, Vendor Agreement, Service Provider Policy, and Home Service Terms. By listing products or offering services, you represent that you have legal authority to sell or perform the listed offerings and that all listings comply with applicable laws and our Prohibited Items Policy.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Key Seller and Provider Responsibilities</h4><ul class=\"mb-3\"><li>Maintain accurate inventory, pricing, and service availability in the Seller Panel or provider dashboard</li><li>Ship orders within stated handling times and arrive for service appointments within the confirmed window</li><li>Respond to buyer and customer inquiries via Gletra Chat within 24 hours during business days</li><li>Accept returns and honour warranties in accordance with platform policies and consumer protection law</li><li>Complete KYC and maintain valid business registrations, GST numbers, and professional certifications</li></ul>', 'policies/sections/terms-and-conditions-seller-and-service-provider-obligations-section-800x400.svg', 'accordion', 5, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(708, 3, 'Prohibited Conduct', '<p>All users must comply with our User Conduct Policy and Community Guidelines. The following activities are strictly prohibited on Gletra and may result in immediate account termination, forfeiture of wallet balances where permitted by law, and referral to law enforcement.</p><ul class=\"mb-3\"><li>Creating multiple accounts to manipulate reviews, evade suspensions, or abuse promotional offers</li><li>Soliciting off-platform payments to avoid marketplace commissions or escrow protections</li><li>Listing counterfeit goods, stolen property, or items on our Prohibited Items list</li><li>Harassing, threatening, or discriminating against other users via chat, calls, or reviews</li><li>Submitting fraudulent KYC documents or impersonating another person or business entity</li><li>Scraping platform data, reverse engineering our applications, or deploying unauthorised bots</li><li>Recording voice or video calls without the consent of all participants</li></ul>', 'policies/sections/terms-and-conditions-prohibited-conduct-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(709, 3, 'Intellectual Property', '<p>All Gletra trademarks, logos, software, user interface designs, and proprietary algorithms are owned by Gletra Technologies Pvt. Ltd. No licence is granted except as necessary to use the Platform in accordance with these Terms. Users retain ownership of content they upload but grant Gletra a worldwide, royalty-free, sublicensable licence to display, distribute, and promote such content on the Platform for the purpose of operating our services.</p><p>If you believe your intellectual property has been infringed on Gletra, submit a notice to copyright@gletra.com with identification of the copyrighted work, the infringing listing URL, your contact information, and a statement of good faith belief. We respond to valid notices within five business days.</p>', 'policies/sections/terms-and-conditions-intellectual-property-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(710, 3, 'Disclaimers and Limitation of Liability', '<p>THE PLATFORM IS PROVIDED \"AS IS\" AND \"AS AVAILABLE\" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. GLETRA DOES NOT WARRANT UNINTERRUPTED ACCESS, ERROR-FREE OPERATION, OR THAT DEFECTS WILL BE CORRECTED.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Limitation of Liability</h4><p>To the maximum extent permitted by applicable law, Gletra and its directors, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform, including loss of profits, data, or goodwill. Gletra\'s aggregate liability for any claim arising from these Terms shall not exceed the greater of INR 5,000 or the total fees paid by you to Gletra in the twelve months preceding the claim. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under applicable consumer protection law.</p>', 'policies/sections/terms-and-conditions-disclaimers-and-limitation-of-liability-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(711, 3, 'Dispute Resolution and Governing Law', '<p>Disputes between buyers and sellers or between customers and service providers should first be filed through the Gletra Dispute Center. Gletra provides mediation services as described in our Dispute Resolution Policy. If mediation fails, disputes shall be resolved through binding arbitration in Bengaluru under the Arbitration and Conciliation Act, 1996, except where prohibited by mandatory consumer protection statutes that grant access to consumer forums.</p><p>These Terms are governed by the laws of India. You agree to submit to the exclusive jurisdiction of courts in Bengaluru, Karnataka for matters not subject to arbitration, without prejudice to your statutory rights as a consumer under the Consumer Protection Act, 2019.</p>', 'policies/sections/terms-and-conditions-dispute-resolution-and-governing-law-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(712, 3, 'Termination and Survival', '<p>You may close your account at any time through Account Settings or by contacting support@gletra.com. Gletra may suspend or terminate your account immediately for material breach of these Terms, fraudulent activity, or legal requirements. Upon termination, your right to access the Platform ceases, pending orders and bookings will be handled per applicable policies, and wallet balances will be processed subject to KYC verification and hold periods.</p><p>Provisions that by their nature should survive termination—including payment obligations, intellectual property licences granted to Gletra, disclaimers, limitation of liability, dispute resolution, and governing law—shall survive account closure.</p>', 'policies/sections/terms-and-conditions-termination-and-survival-section-800x400.svg', 'highlight', 10, 1, '2026-06-19 06:51:53', '2026-06-19 06:51:53'),
(713, 4, 'Eligible Refund Scenarios', '<p>Gletra approves refunds when a transaction fails to meet the standards described below or when required by applicable consumer protection law. Each request is evaluated individually based on submitted evidence.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Product Order Refunds</h4><ul class=\"mb-3\"><li>Product not delivered within the estimated delivery window and confirmed lost by the logistics partner</li><li>Item received is significantly not as described, counterfeit, or materially different from the listing</li><li>Product arrived damaged, defective, or missing essential components or accessories</li><li>Wrong item shipped by the seller and return initiated within the applicable return window</li><li>Order cancelled by the buyer before shipment or by the seller before dispatch</li><li>Duplicate charge or payment processing error verified by Gletra finance team</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Home Service Refunds</h4><ul class=\"mb-3\"><li>Service provider failed to arrive within the confirmed appointment window without rescheduling</li><li>Service not performed or abandoned before completion without customer agreement</li><li>Work performed is materially deficient and provider failed to remedy after one revisit</li><li>Booking cancelled in accordance with our Cancellation Policy timeframes</li></ul>', 'policies/sections/refund-policy-eligible-refund-scenarios-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(714, 4, 'Non-Refundable Transactions', '<p>The following transactions are generally non-refundable except where required by mandatory consumer protection law or where Gletra Customer Protection applies.</p><ul class=\"mb-3\"><li>Digital goods, software licences, and e-vouchers delivered to your account or email</li><li>Personalised, custom-made, or made-to-order products unless defective on arrival</li><li>Perishable goods including food and flowers after confirmed delivery</li><li>Services fully rendered and marked complete by both customer and provider</li><li>Gletra Wallet promotional credits and cashback bonuses (refundable portion limited to cash top-ups)</li><li>Products returned outside the return window or in unacceptable condition per Return Policy</li></ul><p>Partial refunds may apply where only a portion of an order qualifies. Multi-vendor cart orders are refunded on a per-seller basis.</p>', 'policies/sections/refund-policy-non-refundable-transactions-section-800x400.svg', 'notice', 2, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(715, 4, 'Refund Methods and Timelines', '<p>Approved refunds are processed using the method below based on your selection at the time of refund approval.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Refund Destination</th><th>Processing Time</th><th>Notes</th></tr></thead><tbody><tr><td>Gletra Wallet</td><td>Instant upon approval</td><td>Available for all eligible refunds; fastest option</td></tr><tr><td>Original UPI or card</td><td>5–10 business days</td><td>Subject to bank or payment gateway processing</td></tr><tr><td>Net banking</td><td>5–7 business days</td><td>Refunded to source account only</td></tr><tr><td>Cash on Delivery orders</td><td>Gletra Wallet or bank transfer</td><td>Bank details required; KYC may apply for large amounts</td></tr></tbody></table></div><p>Refund amounts include the product or service price and applicable taxes. Original shipping charges are refunded when the return reason is seller fault. Return shipping costs follow our Return Policy allocation rules.</p>', 'policies/sections/refund-policy-refund-methods-and-timelines-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(716, 4, 'How to Request a Refund', '<p>Initiate refund requests through the Gletra platform to ensure proper tracking and eligibility assessment.</p><ol class=\"mb-3\"><li>Navigate to My Orders or My Bookings and select the relevant transaction</li><li>Choose \"Request Refund\" or \"Report Issue\" and select the applicable reason code</li><li>Upload supporting evidence including photographs, chat transcripts, and unboxing videos where relevant</li><li>Await seller or provider response within 48 hours; Gletra mediates if no agreement is reached</li><li>Receive refund decision notification via email and in-app alert</li></ol><p>Refund requests must be submitted within the timeframes specified in our Return Policy for products and within 7 days of service completion for home services, unless a longer period applies under Gletra Customer Protection.</p>', 'policies/sections/refund-policy-how-to-request-a-refund-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(717, 4, 'Multi-Vendor Order Refunds', '<p>When your cart contains items from multiple sellers, each item is evaluated and refunded independently. Partial order refunds are fully supported—you need not return the entire order to receive a refund for qualifying items.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Split Shipment Considerations</h4><ul class=\"mb-3\"><li>Each shipment has its own delivery confirmation date for return window calculations</li><li>Shipping charges are recalculated if remaining order value falls below free shipping threshold</li><li>Seller-specific refund policies apply per item but cannot be less favourable than Gletra minimums</li><li>Wallet refunds for multi-vendor orders appear as a single credit regardless of seller count</li></ul>', 'policies/sections/refund-policy-multi-vendor-order-refunds-section-800x400.svg', 'accordion', 5, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(718, 4, 'Wallet Top-Up and Balance Refunds', '<p>Unused Gletra Wallet cash top-ups may be withdrawn to your verified bank account after KYC completion, subject to our Wallet Policy. Promotional credits and cashback bonuses are non-withdrawable and expire per offer terms.</p><p>When a refund is issued to Gletra Wallet, funds are immediately available for subsequent purchases, service bookings, or withdrawal. Wallet refunds do not expire unless your account is inactive for two consecutive years, in which case escheatment rules under applicable law may apply.</p>', 'policies/sections/refund-policy-wallet-top-up-and-balance-refunds-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(719, 4, 'Seller and Provider Refund Obligations', '<p>Sellers and service providers must cooperate with refund investigations by responding to dispute notifications within 48 hours and providing evidence of shipment, delivery, or service completion. Failure to respond may result in automatic refund approval in favour of the buyer or customer.</p><p>Refund amounts for approved claims are deducted from seller settlement balances or service provider payouts. Gletra may apply account holds for sellers or providers with excessive refund rates pending quality review.</p>', 'policies/sections/refund-policy-seller-and-provider-refund-obligations-section-800x400.svg', 'notice', 7, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(720, 4, 'Chargebacks and Payment Disputes', '<p>If you initiate a chargeback with your bank or payment provider before exhausting Gletra\'s internal dispute process, your account may be restricted pending investigation. Fraudulent chargebacks—filed without genuine cause—may result in permanent account termination and referral to collections or law enforcement.</p><p>We encourage you to use the Gletra Dispute Center first, as it typically resolves issues faster than bank chargeback processes and preserves your account standing. Gletra provides banks with transaction evidence including delivery confirmation, chat logs, and service completion records.</p>', 'policies/sections/refund-policy-chargebacks-and-payment-disputes-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(721, 4, 'Refund Appeals', '<p>If you disagree with a refund decision, you may appeal within 5 business days by submitting additional evidence to disputes@gletra.com with your order or booking reference. A senior dispute resolution specialist will review the case within 7 business days. Appeal decisions are final except where mandatory consumer forum remedies apply under Indian law.</p>', 'policies/sections/refund-policy-refund-appeals-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(722, 4, 'Contact and Support', '<p>For refund status inquiries, contact support@gletra.com with your order ID. Refund tracking is available in My Orders under the \"Refunds\" tab. Our support team operates seven days a week with target first response within 4 hours for refund-related tickets.</p>', 'policies/sections/refund-policy-contact-and-support-section-800x400.svg', 'highlight', 10, 1, '2026-06-19 06:51:54', '2026-06-19 06:51:54'),
(723, 5, 'Product Order Cancellation by Buyers', '<p>Buyers may cancel product orders without penalty before the seller marks the order as shipped or handed to a logistics partner.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Cancellation Windows</h4><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Order Status</th><th>Cancellation Fee</th><th>Refund Amount</th></tr></thead><tbody><tr><td>Payment confirmed, not yet packed</td><td>Free</td><td>100% including shipping</td></tr><tr><td>Packed, awaiting pickup</td><td>Free</td><td>100% including shipping</td></tr><tr><td>Shipped / in transit</td><td>Not cancellable</td><td>Initiate return after delivery</td></tr><tr><td>Out for delivery</td><td>Not cancellable</td><td>Refuse delivery or return after receipt</td></tr></tbody></table></div><p>To cancel, go to My Orders, select the order, and tap \"Cancel Order.\" Cancellation is instant for eligible orders and triggers automatic refund processing per our Refund Policy.</p>', 'policies/sections/cancellation-policy-product-order-cancellation-by-buyers-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(724, 5, 'Home Service Booking Cancellation by Customers', '<p>Service booking cancellations follow time-based rules to respect provider scheduling and travel commitments for electricians, plumbers, carpenters, cleaners, and appliance repair professionals.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Cancellation Fee Schedule</h4><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Time Before Appointment</th><th>Cancellation Fee</th><th>Refund</th></tr></thead><tbody><tr><td>More than 24 hours</td><td>Free</td><td>100% of prepaid amount</td></tr><tr><td>12–24 hours</td><td>15% of booking value</td><td>85% refund to wallet or original method</td></tr><tr><td>Less than 12 hours</td><td>25% of booking value</td><td>75% refund</td></tr><tr><td>Provider en route or arrived</td><td>50% of booking value</td><td>50% refund; no-show forfeits full amount</td></tr></tbody></table></div><p>Free rescheduling is available once per booking when requested at least 12 hours before the appointment through the My Bookings section.</p>', 'policies/sections/cancellation-policy-home-service-booking-cancellation-by-customers-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(725, 5, 'Prepaid vs Pay-After-Service Bookings', '<p>Prepaid bookings receive refunds per the fee schedule above. Pay-after-service bookings cancelled within the free window incur no charge. Late cancellations of pay-after-service bookings may result in a cancellation fee invoice sent to your Gletra account, deductible from Gletra Wallet or payable at next checkout.</p><p>Diagnostic or inspection fees for services such as appliance repair and electrical fault-finding may be non-refundable if the provider has already travelled to your location and performed the assessment, even if you cancel before additional repair work begins.</p>', 'policies/sections/cancellation-policy-prepaid-vs-pay-after-service-bookings-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(726, 5, 'Seller-Initiated Cancellations', '<p>Sellers may cancel orders only when the product is permanently out of stock, the listing contained a manifest pricing error, or fulfilment is impossible due to circumstances beyond the seller\'s control such as regulatory restrictions or natural disasters.</p><ul class=\"mb-3\"><li>Buyers receive an automatic full refund including shipping charges</li><li>Gletra may issue platform credit of up to INR 200 at its discretion as a goodwill gesture</li><li>Repeated seller cancellations affect seller rating, search visibility, and may trigger account review</li><li>Buyers may reorder from an alternative seller; Gletra support can assist with equivalent product recommendations</li></ul>', 'policies/sections/cancellation-policy-seller-initiated-cancellations-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(727, 5, 'Service Provider Cancellations', '<p>Service providers may cancel bookings when unable to perform the service due to emergencies, safety concerns, or skills mismatch identified before arrival. Providers must cancel through the provider app with a documented reason.</p><p>Customer receives full refund for provider-initiated cancellations. Gletra automatically reassigns the booking to an available alternative provider where possible. Provider cancellation rates above 5% monthly trigger performance review and potential delisting from Gletra Home Services.</p>', 'policies/sections/cancellation-policy-service-provider-cancellations-section-800x400.svg', 'accordion', 5, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(728, 5, 'Gletra-Initiated Cancellations', '<p>Gletra reserves the right to cancel orders or bookings when fraud is detected, the seller or provider fails verification, the transaction violates our Prohibited Items Policy, or payment authorisation fails after order confirmation. Affected users receive full refunds and explanatory notifications.</p>', 'policies/sections/cancellation-policy-gletra-initiated-cancellations-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(729, 5, 'Cancellation of Multi-Vendor Orders', '<p>Each item in a multi-vendor cart is cancelled independently. Cancelling one item does not affect other items from different sellers. Shipping cost recalculation applies if the remaining order value no longer qualifies for free shipping promotions.</p>', 'policies/sections/cancellation-policy-cancellation-of-multi-vendor-orders-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(730, 5, 'Subscription and Recurring Service Cancellations', '<p>Recurring home service subscriptions such as weekly cleaning packages may be cancelled at any time before the next scheduled billing cycle. The current paid period runs to completion unless cancelled more than 48 hours before the next appointment. No partial refunds apply to completed subscription periods.</p>', 'policies/sections/cancellation-policy-subscription-and-recurring-service-cancellations-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(731, 5, 'Cancellation Disputes', '<p>If you believe a cancellation fee was applied incorrectly, file a dispute within 48 hours through the Dispute Center with your booking reference and reason. Gletra reviews fee disputes within 3 business days. Approved fee reversals are credited to Gletra Wallet instantly.</p>', 'policies/sections/cancellation-policy-cancellation-disputes-section-800x400.svg', 'legal_update', 9, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(732, 5, 'Impact on Gletra Wallet and Rewards', '<p>When a cancelled order or booking was paid using Gletra Wallet balance and promotional credits, cash top-up portions are refunded to wallet cash balance. Promotional credits used are restored only if the cancellation occurs before the promotional period expires. Cashback earned on cancelled transactions is reversed.</p>', 'policies/sections/cancellation-policy-impact-on-gletra-wallet-and-rewards-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:51:55', '2026-06-19 06:51:55'),
(733, 6, 'Return Window by Category', '<p>Return windows begin on the date of delivery confirmation recorded by our logistics partner or OTP-verified delivery.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Product Category</th><th>Return Window</th><th>Notes</th></tr></thead><tbody><tr><td>General merchandise</td><td>7 days</td><td>Platform default for most categories</td></tr><tr><td>Electronics and appliances</td><td>15 days</td><td>Must include all accessories and packaging</td></tr><tr><td>Fashion and footwear</td><td>15 days</td><td>Tags attached, unworn condition required</td></tr><tr><td>Books and media (physical)</td><td>7 days</td><td>Shrink wrap intact for sealed items</td></tr><tr><td>Furniture and large items</td><td>7 days</td><td>Seller-arranged pickup required</td></tr><tr><td>Beauty and personal care</td><td>7 days</td><td>Unopened and sealed only</td></tr></tbody></table></div><p>Extended return windows displayed on product pages override category defaults. Holiday season promotions may offer 30-day returns as indicated at checkout.</p>', 'policies/sections/return-policy-return-window-by-category-section-800x400.svg', 'highlight', 1, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(734, 6, 'Return Eligibility Conditions', '<p>To qualify for a return, products must meet all of the following conditions unless the return reason is seller fault such as defective, damaged, or wrong item received.</p><ol class=\"mb-3\"><li>Product is in unused, resalable condition with no signs of wear, damage, or alteration</li><li>Original packaging, tags, labels, and all included accessories are intact and included</li><li>Proof of purchase available through My Orders or order confirmation email</li><li>Return initiated within the applicable return window via the Gletra platform</li><li>Product is not listed in Non-Returnable Categories below</li></ol><p>For defective or damaged items, return conditions are relaxed—you may return products showing manufacturing defects or transit damage even if packaging has been opened, provided you report the issue within 48 hours of delivery with photographic evidence.</p>', 'policies/sections/return-policy-return-eligibility-conditions-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(735, 6, 'Non-Returnable Categories', '<p>The following product categories cannot be returned except when defective, not as described, or required by mandatory consumer protection law.</p><ul class=\"mb-3\"><li>Undergarments, swimwear, and socks for hygiene reasons</li><li>Opened cosmetics, skincare, and personal care products</li><li>Custom-made, personalised, or engraved items made to your specifications</li><li>Digital downloads, software licence keys, and e-gift cards</li><li>Perishable goods including fresh food, flowers, and plants</li><li>Hazardous materials, chemicals, and flammable products</li><li>Prescription medications and medical devices requiring regulatory handling</li><li>Items marked \"Final Sale\" or \"Non-Returnable\" on the product page at time of purchase</li></ul>', 'policies/sections/return-policy-non-returnable-categories-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(736, 6, 'Return Process Step by Step', '<p>Follow these steps to initiate and complete a return on Gletra.</p><ol class=\"mb-3\"><li>Log in to Gletra and navigate to My Orders</li><li>Select the delivered order and tap \"Return Item\" or \"Report Issue\"</li><li>Choose the return reason from the provided list and upload required photographs</li><li>Await return authorisation—typically within 24 hours for standard returns</li><li>Pack the item securely in original packaging with the return label provided</li><li>Schedule pickup through Gletra logistics or drop off at the designated courier point</li><li>Track return shipment status in My Orders until the seller confirms receipt</li><li>Refund processed within 3–5 business days after seller inspection and approval</li></ol><p>Return authorisation numbers must be affixed to the outside of the return package. Returns shipped without valid authorisation may be rejected by the seller.</p>', 'policies/sections/return-policy-return-process-step-by-step-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(737, 6, 'Return Shipping Cost Allocation', '<p>Who pays for return shipping depends on the reason for return.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Return Reason</th><th>Return Shipping Paid By</th><th>Original Shipping Refunded</th></tr></thead><tbody><tr><td>Defective or damaged product</td><td>Seller or Gletra</td><td>Yes</td></tr><tr><td>Wrong item shipped</td><td>Seller or Gletra</td><td>Yes</td></tr><tr><td>Not as described (seller fault)</td><td>Seller or Gletra</td><td>Yes</td></tr><tr><td>Change of mind</td><td>Buyer (unless free returns promoted)</td><td>No</td></tr><tr><td>Size or fit issue (fashion)</td><td>Buyer (unless free returns promoted)</td><td>No</td></tr></tbody></table></div><p>Gletra Customer Protection covers return shipping for all qualifying seller-fault returns regardless of product page terms. Free return promotions displayed at checkout apply to change-of-mind returns for eligible categories.</p>', 'policies/sections/return-policy-return-shipping-cost-allocation-section-800x400.svg', 'accordion', 5, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(738, 6, 'Replacements and Exchanges', '<p>Where available, you may request a replacement instead of a refund for defective or wrong items. Select \"Replace\" during the return initiation flow. Replacements ship after the seller receives and inspects the returned item, or immediately for advance replacement eligible orders.</p><p>Size and colour exchanges for fashion items are subject to seller inventory availability. Exchange requests follow the same return window and condition requirements. Price differences for exchanged items are charged or refunded accordingly.</p>', 'policies/sections/return-policy-replacements-and-exchanges-section-800x400.svg', 'highlight', 6, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56');
INSERT INTO `policy_sections` (`id`, `policy_id`, `title`, `content`, `image`, `section_type`, `sort_order`, `status`, `created_at`, `updated_at`) VALUES
(739, 6, 'Multi-Vendor Order Returns', '<p>Each item in a multi-vendor order is returned independently to its respective seller. Return labels, pickup schedules, and refund processing occur separately per seller. You may have multiple concurrent return shipments for a single checkout order.</p>', 'policies/sections/return-policy-multi-vendor-order-returns-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(740, 6, 'Seller Return Inspection', '<p>Sellers have 3 business days after receiving a returned item to inspect and confirm refund eligibility. If a seller rejects a return claiming the item was returned in unacceptable condition, Gletra mediates using photographic evidence submitted at return initiation. Buyers should photograph items before packing and retain shipping receipts until refund confirmation.</p>', 'policies/sections/return-policy-seller-return-inspection-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(741, 6, 'International and Remote Area Returns', '<p>Returns from remote or non-serviceable pin codes may require drop-off at the nearest Gletra partner courier location. Additional transit time of 3–5 business days applies. Return shipping cost allocation rules remain the same regardless of delivery location.</p>', 'policies/sections/return-policy-international-and-remote-area-returns-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(742, 6, 'Return Fraud Prevention', '<p>Gletra monitors return patterns for abuse including wardrobing, empty box returns, and serial returners exceeding category norms. Accounts engaged in return fraud face restrictions on return privileges, wallet holds, and potential permanent suspension. Evidence of return fraud may be shared with law enforcement.</p>', 'policies/sections/return-policy-return-fraud-prevention-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(743, 7, 'Delivery Timelines', '<p>Estimated delivery dates are displayed at checkout and in order confirmation emails. Actual delivery may vary based on seller dispatch time, logistics partner capacity, weather, and destination accessibility.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Shipping Method</th><th>Estimated Delivery</th><th>Availability</th></tr></thead><tbody><tr><td>Standard</td><td>3–7 business days</td><td>Pan-India for most pin codes</td></tr><tr><td>Express</td><td>1–3 business days</td><td>Metro and tier-1 cities</td></tr><tr><td>Same-day / Next-day</td><td>0–1 business day</td><td>Select cities and sellers only</td></tr><tr><td>Scheduled delivery</td><td>Customer-selected date</td><td>Large items and furniture</td></tr></tbody></table></div><p>Remote and non-serviceable pin codes may require an additional 2–5 business days. Delivery timelines begin after the seller dispatches the order, not from the date of purchase.</p>', 'policies/sections/shipping-policy-delivery-timelines-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(744, 7, 'Shipping Charges', '<p>Shipping costs are calculated at checkout based on product weight, volumetric weight, seller location, destination pin code, and selected shipping method. Charges are displayed transparently before payment confirmation.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Free Shipping</h4><ul class=\"mb-3\"><li>Sellers may offer free standard shipping on all orders or orders above a minimum value</li><li>Gletra platform promotions may provide free shipping coupons applied at checkout</li><li>Free shipping applies per seller—multi-vendor orders may have separate shipping charges per seller</li><li>Express and same-day upgrades are never included in free standard shipping promotions</li></ul><p>Shipping charges are non-refundable for change-of-mind returns unless the product page explicitly included free return shipping.</p>', 'policies/sections/shipping-policy-shipping-charges-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(745, 7, 'Order Processing and Dispatch', '<p>After payment confirmation, sellers must dispatch orders within their stated handling time, typically 1–2 business days. Pre-order and made-to-order items display extended handling times on the product page.</p><ol class=\"mb-3\"><li>Seller receives order notification in the Seller Panel</li><li>Seller packs the item and generates shipping label through Gletra logistics integration</li><li>Logistics partner collects the package from seller location</li><li>Tracking number activated and shared with buyer via email and My Orders</li><li>Package transits through logistics network to destination hub</li><li>Last-mile delivery agent delivers to buyer address with OTP verification for high-value orders</li></ol>', 'policies/sections/shipping-policy-order-processing-and-dispatch-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(746, 7, 'Order Tracking', '<p>Real-time tracking is available in My Orders for all shipments with activated tracking numbers. Tracking updates include pickup confirmation, in-transit scans, out-for-delivery status, and delivery confirmation.</p><p>Enable push notifications in the Gletra app to receive delivery updates. SMS alerts are sent for out-for-delivery and delivered statuses. If tracking shows no updates for 72 hours, contact support@gletra.com with your order ID.</p>', 'policies/sections/shipping-policy-order-tracking-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(747, 7, 'Delivery Verification and OTP', '<p>High-value orders exceeding INR 5,000 require OTP verification at delivery. The OTP is sent to your registered mobile number. Do not share delivery OTPs with anyone except the verified delivery agent at your door. Report unsolicited OTP requests to support@gletra.com immediately—they may indicate delivery fraud.</p><p>For all deliveries, inspect the outer packaging before accepting. Note visible damage on the delivery receipt or refuse delivery if the package is severely damaged. Report packaging damage within 24 hours with photographs for expedited return processing.</p>', 'policies/sections/shipping-policy-delivery-verification-and-otp-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(748, 7, 'Multi-Vendor Order Shipping', '<p>Each seller in a multi-vendor cart ships independently. You may receive multiple packages on different dates. Each shipment has its own tracking number, delivery confirmation, and return window start date. Shipping charges are itemised per seller at checkout.</p>', 'policies/sections/shipping-policy-multi-vendor-order-shipping-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(749, 7, 'Delivery Attempts and Failed Delivery', '<p>Logistics partners typically attempt delivery up to three times over 5 business days. After failed attempts, packages may be held at the local hub for 7 days awaiting pickup or returned to the seller.</p><ul class=\"mb-3\"><li>Ensure your delivery address includes landmark, flat number, and reachable phone number</li><li>Provide alternate contact numbers in order notes for gated communities and offices</li><li>Reschedule delivery through the tracking page or logistics partner app where available</li><li>Report non-delivery within 48 hours of the expected delivery date for investigation</li></ul>', 'policies/sections/shipping-policy-delivery-attempts-and-failed-delivery-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(750, 7, 'Shipping Restrictions', '<p>Certain products cannot be shipped to all pin codes due to regulatory, safety, or logistics constraints. Restricted items include aerosols, lithium batteries above permitted limits, oversized furniture to non-ground-floor addresses without lift access, and products requiring cold chain handling.</p><p>If your pin code is not serviceable for a product, checkout will display an error before payment. Sellers may restrict shipping to specific regions as noted on product pages.</p>', 'policies/sections/shipping-policy-shipping-restrictions-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:51:56', '2026-06-19 06:51:56'),
(751, 7, 'Lost and Damaged Shipments', '<p>If tracking shows delivered but you did not receive the package, report within 48 hours through My Orders. Gletra initiates an investigation with the logistics partner. Confirmed lost shipments result in full refund or replacement at your choice under Gletra Customer Protection.</p><p>Transit damage reported within 48 hours of delivery with photographic evidence qualifies for immediate return and refund with Gletra-covered return shipping.</p>', 'policies/sections/shipping-policy-lost-and-damaged-shipments-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(752, 7, 'Seller Shipping Obligations', '<p>Sellers must use Gletra-approved logistics partners, provide accurate package weight and dimensions, and ship within stated handling times. Sellers shipping via unapproved carriers forfeit Gletra Customer Protection coverage for those orders. Repeated shipping violations result in seller account penalties including reduced search visibility and mandatory Gletra fulfilment requirements.</p>', 'policies/sections/shipping-policy-seller-shipping-obligations-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:51:57', '2026-06-19 06:51:57'),
(753, 8, 'Seller Eligibility and Onboarding', '<p>To sell on Gletra, you must complete registration through the Seller Panel and satisfy the following eligibility criteria.</p><ul class=\"mb-3\"><li>Valid government-issued identity proof and completed KYC verification</li><li>Business registration documents, GST registration where turnover exceeds statutory thresholds</li><li>Verified bank account in the name of the registered business or individual seller</li><li>Agreement to the Vendor Agreement, Seller Policy, and all applicable platform policies</li><li>Minimum age of 18 years with legal authority to enter commercial contracts</li></ul><p>Gletra reserves the right to approve or reject seller applications based on business category, documentation quality, prior platform violations, and category capacity. Rejected applicants may reapply after 90 days with corrected documentation.</p>', 'policies/sections/seller-policy-seller-eligibility-and-onboarding-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(754, 8, 'Listing Standards and Catalogue Quality', '<p>All product listings must meet Gletra catalogue quality standards to ensure buyer trust and search relevance.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Required Listing Elements</h4><ol class=\"mb-3\"><li>Accurate product title without keyword stuffing or misleading claims</li><li>Complete description including materials, dimensions, warranty, and country of origin</li><li>High-resolution images on white background; minimum 1000x1000 pixels for primary image</li><li>Correct category assignment, brand authorisation, and HSN code for GST compliance</li><li>Real-time inventory sync to prevent overselling and order cancellations</li><li>Competitive pricing with transparent MRP and discount display where applicable</li></ol><p>Listings containing counterfeit goods, prohibited items, or intellectual property violations are removed immediately and may result in permanent seller ban and legal referral.</p>', 'policies/sections/seller-policy-listing-standards-and-catalogue-quality-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(755, 8, 'Order Fulfilment Requirements', '<p>Timely and accurate order fulfilment is critical to marketplace health. Sellers must maintain the following performance standards.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Metric</th><th>Minimum Standard</th><th>Consequence of Breach</th></tr></thead><tbody><tr><td>Dispatch time</td><td>Within 2 business days</td><td>Rating penalty; repeated breach triggers review</td></tr><tr><td>On-time dispatch rate</td><td>95% or higher</td><td>Reduced search visibility below 90%</td></tr><tr><td>Order cancellation rate</td><td>Below 2.5%</td><td>Account hold above 5%</td></tr><tr><td>Return rate (seller fault)</td><td>Below 5%</td><td>Quality audit above 8%</td></tr><tr><td>Buyer message response</td><td>Within 24 hours</td><td>Badge removal; warning after 48 hours</td></tr></tbody></table></div><p>Pre-order and made-to-order items must display accurate handling times. Sellers must update inventory immediately when products become unavailable to prevent buyer disappointment and cancellation penalties.</p>', 'policies/sections/seller-policy-order-fulfilment-requirements-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(756, 8, 'Communication and Customer Service', '<p>Sellers must use Gletra Chat as the primary communication channel with buyers. Off-platform communication to solicit direct payments or circumvent marketplace fees is strictly prohibited.</p><ul class=\"mb-3\"><li>Respond to pre-sale inquiries within 24 hours during business days</li><li>Provide tracking information within 4 hours of dispatch</li><li>Cooperate with return and refund requests per platform policies</li><li>Participate in dispute resolution with evidence within 48 hours of notification</li><li>Maintain professional conduct in all buyer interactions including voice and video calls initiated through Gletra</li></ul>', 'policies/sections/seller-policy-communication-and-customer-service-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(757, 8, 'Commission, Fees, and Settlements', '<p>Gletra charges category-based commission on each completed sale, deducted automatically at settlement. Additional fees may apply for optional services including advertising, premium placement, and Gletra fulfilment.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Settlement Overview</h4><ul class=\"mb-3\"><li>Standard settlement cycle: T+7 business days after delivery confirmation</li><li>Premium sellers: T+3 business days subject to eligibility criteria</li><li>Minimum settlement threshold: INR 100; amounts below roll to next cycle</li><li>Payout holds apply for disputed orders, high return rates, and new seller probation periods</li><li>Detailed fee breakdown available in Seller Panel under Finance and Reports</li></ul>', 'policies/sections/seller-policy-commission-fees-and-settlements-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(758, 8, 'Prohibited Seller Conduct', '<p>The following activities result in immediate account suspension pending investigation and permanent termination upon confirmation.</p><ul class=\"mb-3\"><li>Selling counterfeit, stolen, or prohibited items</li><li>Manipulating reviews through fake orders, incentivised ratings, or review exchange groups</li><li>Price gouging during emergencies or supply shortages beyond reasonable market adjustments</li><li>Circumventing Gletra fees through off-platform payment solicitation in chat or calls</li><li>Submitting fraudulent KYC documents or operating under false business identity</li><li>Ship-to-switch fraud or sending empty boxes, rocks, or unrelated items</li></ul>', 'policies/sections/seller-policy-prohibited-seller-conduct-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(759, 8, 'Seller Panel Tools and Responsibilities', '<p>The Seller Panel provides inventory management, order processing, analytics, advertising tools, and payout management. Sellers are responsible for maintaining accurate data, securing Seller Panel credentials, and promptly updating business information when changes occur.</p><p>API access for inventory sync and order management is available to eligible sellers. API credentials must not be shared with unauthorised third parties. Sellers using integrations remain responsible for data accuracy and order fulfilment.</p>', 'policies/sections/seller-policy-seller-panel-tools-and-responsibilities-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(760, 8, 'Account Suspension and Termination', '<p>Gletra may suspend seller accounts for policy violations, quality failures, buyer complaint patterns, or regulatory requirements. Suspended sellers cannot list new products or receive new orders. Pending settlements are processed subject to hold periods for open disputes and chargebacks.</p><p>Terminated sellers forfeit access to the Seller Panel. Outstanding payouts for completed orders without disputes are released after the standard hold period. Gletra may retain funds to cover buyer refunds, chargebacks, and platform fee obligations.</p>', 'policies/sections/seller-policy-account-suspension-and-termination-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(761, 8, 'Seller Support and Resources', '<p>Seller support is available at seller-support@gletra.com and through the Seller Panel help centre. Gletra provides onboarding guides, catalogue quality checklists, fulfilment best practices, and periodic webinars on marketplace growth strategies. Premium sellers receive dedicated account manager support.</p>', 'policies/sections/seller-policy-seller-support-and-resources-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:51:58', '2026-06-19 06:51:58'),
(762, 9, 'Grant of Licence and Platform Access', '<p>Subject to this Agreement and Vendor\'s continued compliance with all platform policies, Gletra grants Vendor a non-exclusive, non-transferable, revocable licence to access the Seller Panel, list products in approved categories, and sell to buyers on the Platform within India.</p><p>This licence does not grant Vendor any ownership interest in Gletra intellectual property, buyer data beyond order fulfilment necessities, or exclusivity in any product category or geographic region. Gletra may onboard competing vendors without restriction.</p>', 'policies/sections/vendor-agreement-grant-of-licence-and-platform-access-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(763, 9, 'Vendor Representations and Warranties', '<p>Vendor represents and warrants the following throughout the term of this Agreement.</p><ol class=\"mb-3\"><li>Vendor has legal authority to enter this Agreement and sell listed products</li><li>All products are genuine, legally sourced, and free from liens or encumbrances</li><li>Product listings are accurate, complete, and not misleading in any material respect</li><li>Vendor holds all necessary licences, brand authorisations, and regulatory approvals for listed products</li><li>Vendor complies with applicable tax laws including GST collection and remittance obligations</li><li>Vendor\'s KYC information and business registration documents are authentic and current</li></ol><p>Breach of any representation constitutes material breach entitling Gletra to immediate suspension and termination.</p>', 'policies/sections/vendor-agreement-vendor-representations-and-warranties-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(764, 9, 'Product Listings and Content Licence', '<p>Vendor retains ownership of product images, descriptions, and other listing content uploaded to the Platform. Vendor grants Gletra a worldwide, royalty-free, sublicensable licence to use, display, reproduce, and distribute listing content for the purpose of operating and promoting the marketplace.</p><p>Gletra may use Vendor product data for search indexing, recommendation algorithms, and marketing campaigns featuring Vendor products. Vendor may not use Gletra trademarks, buyer contact information, or platform data for off-platform marketing without written consent.</p>', 'policies/sections/vendor-agreement-product-listings-and-content-licence-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(765, 9, 'Orders, Pricing, and Fulfilment', '<p>When a buyer purchases Vendor\'s product, a contract of sale is formed directly between Vendor and buyer. Gletra acts as Vendor\'s limited payment collection agent. Vendor is responsible for order acceptance, packing, shipping, delivery, returns, and warranty obligations.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Obligation</th><th>Vendor Responsibility</th><th>Gletra Support</th></tr></thead><tbody><tr><td>Pricing accuracy</td><td>Vendor sets and maintains prices</td><td>Price error cancellation rights</td></tr><tr><td>Inventory management</td><td>Real-time stock updates</td><td>Overselling alerts</td></tr><tr><td>Shipping</td><td>Dispatch within handling time</td><td>Logistics partner integration</td></tr><tr><td>Returns</td><td>Accept per Return Policy</td><td>Dispute mediation</td></tr><tr><td>Customer service</td><td>Respond within 24 hours</td><td>Escalation support</td></tr></tbody></table></div>', 'policies/sections/vendor-agreement-orders-pricing-and-fulfilment-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(766, 9, 'Fees, Commission, and Payment Terms', '<p>Gletra charges commission on each completed sale as specified in the fee schedule published in the Seller Panel. Commission rates vary by product category and may be updated with 30 days notice. Payment gateway fees, shipping charges, and optional advertising fees are additional.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Settlement Terms</h4><ul class=\"mb-3\"><li>Settlement cycle: T+7 standard, T+3 for premium eligible vendors</li><li>Settlement amount equals sale price minus commission, fees, refunds, and chargebacks</li><li>Gletra may withhold settlement for disputed orders, suspected fraud, or policy violations</li><li>Vendor is responsible for all applicable taxes on sales income</li><li>Gletra provides monthly tax reports and TDS certificates where applicable</li></ul>', 'policies/sections/vendor-agreement-fees-commission-and-payment-terms-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(767, 9, 'Indemnification', '<p>Vendor shall indemnify, defend, and hold harmless Gletra, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from: (a) Vendor\'s products, listings, or conduct; (b) breach of this Agreement or applicable law; (c) intellectual property infringement claims related to Vendor products; (d) product liability claims; or (e) tax obligations related to Vendor sales.</p>', 'policies/sections/vendor-agreement-indemnification-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(768, 9, 'Limitation of Liability', '<p>GLETRA\'S AGGREGATE LIABILITY TO VENDOR UNDER THIS AGREEMENT SHALL NOT EXCEED THE TOTAL COMMISSION RECEIVED BY GLETRA FROM VENDOR\'S SALES IN THE THREE MONTHS PRECEDING THE CLAIM. GLETRA SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST SALES, OR BUSINESS INTERRUPTION.</p><p>Gletra does not guarantee any minimum sales volume, buyer traffic, or revenue for Vendor.</p>', 'policies/sections/vendor-agreement-limitation-of-liability-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(769, 9, 'Term, Termination, and Effect', '<p>This Agreement begins upon Vendor acceptance and continues until terminated by either party. Vendor may terminate with 30 days written notice to seller-support@gletra.com after fulfilling all pending orders and resolving open disputes.</p><p>Gletra may terminate immediately for material breach, fraud, counterfeit sales, or legal requirement. Upon termination, Vendor\'s licence to use the Seller Panel ceases, listings are removed, and pending settlements are processed subject to hold periods. Sections on indemnification, limitation of liability, and governing law survive termination.</p>', 'policies/sections/vendor-agreement-term-termination-and-effect-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(770, 9, 'Governing Law and Dispute Resolution', '<p>This Agreement is governed by the laws of India. Disputes between Gletra and Vendor shall first be addressed through good-faith negotiation. Unresolved disputes shall be referred to arbitration in Bengaluru under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual agreement or by the Bengaluru High Court.</p>', 'policies/sections/vendor-agreement-governing-law-and-dispute-resolution-section-800x400.svg', 'highlight', 9, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(771, 10, 'Provider Registration and Verification', '<p>Service providers register through the Gletra provider onboarding portal and must satisfy verification requirements before receiving booking assignments.</p><ul class=\"mb-3\"><li>Valid government-issued photo ID and completed KYC verification</li><li>Professional skill certification or documented experience for specialised trades</li><li>Background verification including criminal record check for in-home service access</li><li>Defined service area with accurate pin code coverage in provider profile</li><li>Portfolio photographs of prior work for carpentry, plumbing, and repair categories</li><li>Bank account verification for payout settlement</li></ul><p>Partner agencies registering multiple providers must submit agency registration documents and assume responsibility for their assigned professionals\' compliance with this policy.</p>', 'policies/sections/service-provider-policy-provider-registration-and-verification-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(772, 10, 'Service Categories and Skill Requirements', '<p>Gletra Home Services supports the following primary service categories, each with specific skill and certification expectations.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Category</th><th>Typical Services</th><th>Certification Expectations</th></tr></thead><tbody><tr><td>Electrical</td><td>Wiring, switchboard repair, fan installation, fault diagnosis</td><td>Licensed electrician preferred; minimum 2 years experience</td></tr><tr><td>Plumbing</td><td>Leak repair, pipe fitting, bathroom fixtures, drainage</td><td>Trade certification or verified experience portfolio</td></tr><tr><td>Carpentry</td><td>Furniture assembly, door repair, custom shelving, woodwork</td><td>Portfolio review; 3+ completed project references</td></tr><tr><td>Cleaning</td><td>Deep cleaning, regular housekeeping, move-in/out cleaning</td><td>Training module completion; background check mandatory</td></tr><tr><td>Appliance Repair</td><td>AC, refrigerator, washing machine, microwave repair</td><td>Brand-specific or general appliance certification preferred</td></tr></tbody></table></div>', 'policies/sections/service-provider-policy-service-categories-and-skill-requirements-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(773, 10, 'Service Delivery Standards', '<p>Providers must deliver services meeting the following minimum standards at every appointment.</p><ol class=\"mb-3\"><li>Arrive within the confirmed appointment window; notify customer via Gletra Chat if delayed beyond 15 minutes</li><li>Present Gletra provider ID badge and verify booking details before entering customer premises</li><li>Conduct upfront assessment and communicate pricing before commencing billable work</li><li>Use professional language and conduct in all customer interactions including calls and chat</li><li>Complete work to industry standards and customer satisfaction before marking job complete</li><li>Clean work area and dispose of debris appropriately after service completion</li><li>Collect customer rating and feedback through the Gletra app upon job completion</li></ol>', 'policies/sections/service-provider-policy-service-delivery-standards-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(774, 10, 'Pricing and Payment Practices', '<p>Providers set service rates within Gletra platform guidelines. Transparent pricing is mandatory—customers must receive a clear estimate before work begins and approve any additional charges for parts, materials, or scope changes.</p><ul class=\"mb-3\"><li>Diagnostic or inspection fees must be disclosed at booking or before travel</li><li>Parts and materials billed separately with customer approval documented in app</li><li>Off-platform payment requests violate Terms and result in immediate account suspension</li><li>Payment released from escrow 24 hours after job completion unless dispute filed</li><li>Tips given directly to providers are permitted but not processed through Gletra</li></ul>', 'policies/sections/service-provider-policy-pricing-and-payment-practices-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(775, 10, 'Safety and In-Home Conduct', '<p>Providers entering customer homes bear heightened safety and conduct responsibilities. The following rules are strictly enforced.</p><ul class=\"mb-3\"><li>Never enter a home when no adult customer or authorised representative is present</li><li>Do not bring unauthorised assistants without customer and Gletra approval</li><li>Report safety hazards discovered during service through the provider app</li><li>Zero tolerance for harassment, discrimination, theft, or substance use on the job</li><li>Use the in-app emergency button if you feel unsafe at a customer location</li><li>Do not photograph customer property except for job documentation with consent</li></ul>', 'policies/sections/service-provider-policy-safety-and-in-home-conduct-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(776, 10, 'Insurance and Liability', '<p>Service providers are primarily responsible for work quality and any property damage or personal injury caused by negligent service delivery. Providers should maintain appropriate trade liability insurance where available.</p><p>Gletra platform insurance may provide limited coverage for verified incidents involving registered providers operating within platform guidelines. Claims must be filed within 48 hours with photographic evidence and incident report through the provider app.</p>', 'policies/sections/service-provider-policy-insurance-and-liability-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(777, 10, 'Performance Metrics and Ratings', '<p>Provider performance is continuously monitored through customer ratings, completion rates, cancellation rates, and dispute outcomes.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Metric</th><th>Minimum Standard</th><th>Action if Below Standard</th></tr></thead><tbody><tr><td>Customer rating</td><td>4.0 stars average</td><td>Improvement plan below 3.8; delisting below 3.5</td></tr><tr><td>On-time arrival</td><td>90% or higher</td><td>Scheduling review below 85%</td></tr><tr><td>Cancellation rate</td><td>Below 5% monthly</td><td>Booking restriction above 8%</td></tr><tr><td>Dispute rate</td><td>Below 3%</td><td>Quality audit above 5%</td></tr><tr><td>Response time (chat)</td><td>Within 2 hours</td><td>Warning after repeated delays</td></tr></tbody></table></div>', 'policies/sections/service-provider-policy-performance-metrics-and-ratings-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(778, 10, 'Communication Requirements', '<p>All customer communication regarding bookings, pricing, rescheduling, and service issues must occur through Gletra Chat or platform-initiated voice and video calls. This ensures dispute resolution capability and customer safety monitoring.</p>', 'policies/sections/service-provider-policy-communication-requirements-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(779, 10, 'Account Suspension and Delisting', '<p>Gletra may immediately suspend provider accounts for safety violations, theft allegations, assault complaints, fraudulent credentials, or off-platform payment solicitation. Suspended providers forfeit pending booking assignments. Confirmed violations result in permanent delisting and referral to law enforcement where appropriate.</p>', 'policies/sections/service-provider-policy-account-suspension-and-delisting-section-800x400.svg', 'legal_update', 9, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(780, 10, 'Provider Support and Training', '<p>Gletra provides onboarding training modules, safety guidelines, customer service best practices, and periodic skill workshops through the provider portal. Contact provider-support@gletra.com for operational assistance, payout inquiries, and booking disputes.</p>', 'policies/sections/service-provider-policy-provider-support-and-training-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:51:59', '2026-06-19 06:51:59'),
(781, 11, 'Booking Process and Confirmation', '<p>Bookings are made through the Gletra app or website by selecting a service category, describing the issue or requirement, choosing an available time slot, and confirming payment or pay-after-service preference.</p><ol class=\"mb-3\"><li>Select service category: electrical, plumbing, carpentry, cleaning, or appliance repair</li><li>Describe the issue with photographs where helpful for accurate provider matching</li><li>Choose date and time from available slots in your pin code service area</li><li>Review estimated pricing including diagnostic fees and platform service charges</li><li>Confirm booking with prepaid payment or pay-after-service authorisation</li><li>Receive booking confirmation with assigned provider details 2 hours before appointment</li></ol>', 'policies/sections/home-service-terms-booking-process-and-confirmation-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(782, 11, 'Provider Assignment and Matching', '<p>Gletra assigns providers based on availability, proximity, skill match, customer ratings, and prior booking history where applicable. You may view provider profile including ratings, completed jobs, and verified certifications before appointment.</p><p>If the assigned provider cancels, Gletra automatically attempts reassignment to an alternative qualified provider. You receive notification of any provider change and may cancel without penalty if the replacement is unacceptable.</p>', 'policies/sections/home-service-terms-provider-assignment-and-matching-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(783, 11, 'Pricing, Estimates, and Additional Charges', '<p>Booking estimates displayed at checkout cover standard service scope for the selected category. Complex jobs requiring inspection may incur a diagnostic fee disclosed before provider dispatch.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Charge Type</th><th>When Applied</th><th>Customer Approval Required</th></tr></thead><tbody><tr><td>Booking estimate</td><td>At checkout</td><td>Confirmed at booking</td></tr><tr><td>Diagnostic fee</td><td>Before on-site inspection</td><td>Disclosed at booking</td></tr><tr><td>Parts and materials</td><td>During service</td><td>Yes, via app or chat</td></tr><tr><td>Scope expansion</td><td>When issue exceeds estimate</td><td>Yes, before additional work</td></tr><tr><td>Emergency surcharge</td><td>Same-day urgent bookings</td><td>Disclosed at booking</td></tr></tbody></table></div>', 'policies/sections/home-service-terms-pricing-estimates-and-additional-charges-section-800x400.svg', 'accordion', 3, 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(784, 11, 'Customer Responsibilities', '<p>Customers must fulfil the following responsibilities to ensure safe and successful service delivery.</p><ul class=\"mb-3\"><li>Provide accurate service address with flat number, landmark, and access instructions</li><li>Ensure an adult aged 18 or above is present for the entire service appointment</li><li>Secure pets and clear work area of valuables and obstructions before provider arrival</li><li>Provide accurate issue description and disclose known hazards such as asbestos or live wiring</li><li>Grant safe access to required areas including utility rooms, rooftops, and crawl spaces where necessary</li><li>Complete payment upon service completion or honour prepaid booking terms</li></ul>', 'policies/sections/home-service-terms-customer-responsibilities-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(785, 11, 'Service Completion and Sign-Off', '<p>Upon completing work, the provider requests service completion confirmation through the Gletra app. Customers should verify work quality before confirming completion. Once marked complete, the 24-hour dispute window begins and payment is released to the provider unless a dispute is filed.</p><p>For multi-day projects, milestone completion confirmations may be required at each stage. Partial payments for milestones are released upon customer approval of each completed stage.</p>', 'policies/sections/home-service-terms-service-completion-and-sign-off-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:00', '2026-06-19 06:52:00'),
(786, 11, 'Rescheduling and Cancellation', '<p>Rescheduling and cancellation rules are governed by our Cancellation Policy. One free reschedule is available when requested at least 12 hours before the appointment. Cancellation fees apply within 24 hours of the scheduled appointment time.</p>', 'policies/sections/home-service-terms-rescheduling-and-cancellation-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(787, 11, 'Warranty and Rework', '<p>Gletra Home Services provides a 7-day workmanship warranty on standard repairs and installations. If the same issue recurs within 7 days due to provider workmanship, the provider must return and remedy at no additional labour charge. Parts warranty follows manufacturer terms where new parts were installed.</p><p>Warranty claims must be filed through My Bookings within the warranty period with description and photographs of the recurring issue.</p>', 'policies/sections/home-service-terms-warranty-and-rework-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(788, 11, 'Safety and Property Protection', '<p>Customers should verify provider identity through the Gletra app before granting home access. Report safety concerns immediately using the in-app emergency button. Gletra platform insurance may cover verified property damage caused by provider negligence—file claims within 48 hours with photographic evidence.</p>', 'policies/sections/home-service-terms-safety-and-property-protection-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(789, 11, 'Recurring and Subscription Services', '<p>Weekly or monthly cleaning subscriptions and maintenance packages renew automatically unless cancelled before the next billing cycle. Subscription terms including frequency, pricing, and cancellation notice are displayed at subscription signup.</p>', 'policies/sections/home-service-terms-recurring-and-subscription-services-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(790, 11, 'Limitation of Service Scope', '<p>Gletra Home Services does not cover industrial equipment repair, structural building modifications requiring municipal permits unless provider holds valid licence, hazardous material remediation, or medical device servicing. Such requests may be declined at booking or referred to specialised licensed contractors outside the platform.</p>', 'policies/sections/home-service-terms-limitation-of-service-scope-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:52:01', '2026-06-19 06:52:01'),
(791, 12, 'Permitted Uses', '<p>Voice and video calls on Gletra may be used for the following legitimate purposes related to platform transactions.</p><ul class=\"mb-3\"><li>Pre-sale product inquiries including specifications, compatibility, and availability</li><li>Order coordination such as delivery instructions, packaging requests, and dispatch timing</li><li>Home service scope discussion including issue assessment, access instructions, and pricing estimates</li><li>Post-delivery or post-service follow-up regarding product function or workmanship questions</li><li>Dispute resolution discussions mediated by Gletra support with all parties present</li><li>Seller and provider customer service for active orders and bookings</li></ul>', 'policies/sections/call-video-policy-permitted-uses-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(792, 12, 'Prohibited Uses', '<p>The following activities during Gletra calls are strictly prohibited and may result in immediate account action.</p><ul class=\"mb-3\"><li>Harassment, threats, hate speech, sexual content, or discriminatory language</li><li>Unsolicited marketing, spam calls, or telemarketing unrelated to active transactions</li><li>Soliciting off-platform payments, bank transfers, or deals circumventing Gletra fees</li><li>Recording calls without the knowledge and consent of all participants where required by law</li><li>Sharing OTPs, passwords, full payment card numbers, or KYC document images during calls</li><li>Impersonating Gletra staff, other users, or law enforcement officials</li><li>Using calls for illegal activity or to coordinate prohibited item transactions</li></ul>', 'policies/sections/call-video-policy-prohibited-uses-section-800x400.svg', 'notice', 2, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(793, 12, 'Call Privacy and Data Handling', '<p>Gletra processes call-related data in accordance with our Privacy Policy. Metadata is retained for 12 months. Reported call abuse may trigger review of associated chat context and metadata by authorised trust and safety personnel under strict access controls.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">What Gletra Logs</h4><ul class=\"mb-3\"><li>Call initiation time, duration, and end time</li><li>Participant user IDs and associated order or booking reference</li><li>Call quality metrics and connection status indicators</li><li>Report flags and user-submitted abuse complaints</li></ul><p>Gletra does not sell call metadata to third parties. Law enforcement requests are handled per our legal process guidelines.</p>', 'policies/sections/call-video-policy-call-privacy-and-data-handling-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(794, 12, 'Recording Policy', '<p>Call recording is disabled by default on Gletra. Where a recording feature is available for specific use cases such as dispute documentation, all participants must be notified and provide consent before recording begins. Secret recording violates this policy and applicable wiretapping laws.</p><p>Users who record calls without consent may face account termination and Gletra may cooperate with legal authorities. Customers and providers in two-party consent jurisdictions must verbally confirm recording consent at call start.</p>', 'policies/sections/call-video-policy-recording-policy-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(795, 12, 'Technical Requirements and Limitations', '<p>Voice and video calls require a stable internet connection on supported devices and browser versions listed in Gletra Help Centre. Gletra is not liable for call quality degradation caused by user network conditions, device limitations, or third-party ISP issues.</p><ul class=\"mb-3\"><li>Minimum recommended bandwidth: 1 Mbps for voice, 3 Mbps for video</li><li>Supported on Gletra mobile app iOS 14+ and Android 10+</li><li>Web calling supported on Chrome, Firefox, Safari, and Edge latest versions</li><li>Calls may disconnect when app is backgrounded on some devices; reconnect through chat thread</li></ul>', 'policies/sections/call-video-policy-technical-requirements-and-limitations-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(796, 12, 'Safety Features and Reporting', '<p>Gletra calls include safety features designed to protect users during real-time communication.</p><ol class=\"mb-3\"><li>In-call report button for immediate flagging of abusive behaviour</li><li>Automatic call termination option if you feel unsafe</li><li>Block user feature preventing future calls and messages from reported party</li><li>Post-call rating and feedback for service quality and conduct assessment</li><li>Emergency escalation to Gletra trust and safety team for severe reports</li></ol>', 'policies/sections/call-video-policy-safety-features-and-reporting-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(797, 12, 'Seller and Provider Call Obligations', '<p>Sellers and service providers who initiate or accept calls must maintain professional conduct, respond during reasonable hours unless emergency service context applies, and never use calls to pressure customers into off-platform transactions. Business callers should identify themselves and the associated order or booking at call start.</p>', 'policies/sections/call-video-policy-seller-and-provider-call-obligations-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(798, 12, 'Call Feature Restrictions', '<p>Gletra may restrict or disable calling privileges for users with repeated abuse reports, off-platform payment solicitation violations, or excessive call volume indicative of spam behaviour. Restricted users retain Gletra Chat access for text-based transaction communication.</p>', 'policies/sections/call-video-policy-call-feature-restrictions-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:52:02', '2026-06-19 06:52:02'),
(799, 12, 'Integration with Gletra Chat', '<p>Calls initiated from Gletra Chat threads are linked to the conversation history for dispute resolution context. Call availability may be limited to users with active orders or bookings to reduce unsolicited contact. Users may disable incoming calls in privacy settings while retaining the ability to initiate calls for their own transactions.</p>', 'policies/sections/call-video-policy-integration-with-gletra-chat-section-800x400.svg', 'highlight', 9, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(800, 13, 'Respect and Dignity', '<p>Treat every Gletra user with respect regardless of background, identity, location, or transaction role. Our community includes diverse buyers, sellers across India, and home service professionals serving customers in their personal spaces.</p><ul class=\"mb-3\"><li>No hate speech, slurs, or content targeting protected characteristics</li><li>No personal attacks, bullying, or deliberate humiliation in chat, calls, or reviews</li><li>No threats of violence, harm, or intimidation against users or their property</li><li>No sexual harassment or unwanted romantic advances in any communication channel</li><li>Use professional language especially during in-home service interactions</li></ul>', 'policies/sections/community-guidelines-respect-and-dignity-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(801, 13, 'Honest Reviews and Ratings', '<p>Reviews and ratings are essential to marketplace trust. They must reflect genuine, first-hand experiences with products or services purchased or booked through Gletra.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Review Integrity Rules</h4><ol class=\"mb-3\"><li>Review only products you purchased or services you received through Gletra</li><li>Base ratings on actual experience with product quality, delivery, or service performance</li><li>Do not offer or accept payment, discounts, or gifts in exchange for reviews</li><li>Do not post reviews on competitor products to manipulate ratings</li><li>Do not include personal information about sellers or providers in public reviews</li><li>Report suspicious review patterns to support@gletra.com</li></ol><p>Gletra removes fake reviews, incentivised ratings, and review manipulation content. Users engaged in review fraud face permanent account termination.</p>', 'policies/sections/community-guidelines-honest-reviews-and-ratings-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03');
INSERT INTO `policy_sections` (`id`, `policy_id`, `title`, `content`, `image`, `section_type`, `sort_order`, `status`, `created_at`, `updated_at`) VALUES
(802, 13, 'Safe Communication Practices', '<p>Gletra Chat and calling features enable convenient communication but require responsible use to protect personal safety and data security.</p><ul class=\"mb-3\"><li>Do not share OTPs, passwords, Aadhaar numbers, or full payment card details in chat or calls</li><li>Be cautious of phishing links—Gletra never asks for credentials via chat</li><li>Report users who pressure you to communicate or pay outside the platform</li><li>Block and report users who send unsolicited offensive content</li><li>For home services, keep communication on Gletra until service is complete for dispute protection</li></ul>', 'policies/sections/community-guidelines-safe-communication-practices-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(803, 13, 'Marketplace Integrity', '<p>Honest commerce benefits everyone in the Gletra community. Users must not engage in activities that undermine marketplace fairness or buyer trust.</p><ul class=\"mb-3\"><li>Sellers must represent products accurately without misleading images or descriptions</li><li>Do not coordinate with others to inflate ratings or suppress negative reviews</li><li>Do not exploit platform bugs, glitches, or promotional loopholes for unfair advantage</li><li>Do not list prohibited items or misrepresent product category to evade restrictions</li><li>Service providers must accurately represent skills, certifications, and service scope</li></ul>', 'policies/sections/community-guidelines-marketplace-integrity-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(804, 13, 'Content Standards', '<p>User-generated content including listing images, profile photos, chat messages, and review text must comply with community content standards.</p><ul class=\"mb-3\"><li>No obscene, pornographic, or gratuitously violent content</li><li>No content promoting illegal activity or regulated substances</li><li>No spam, repetitive unsolicited messages, or bulk promotional content</li><li>No content infringing third-party intellectual property rights</li><li>Product images must accurately represent the item for sale without deceptive editing</li></ul>', 'policies/sections/community-guidelines-content-standards-section-800x400.svg', 'accordion', 5, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(805, 13, 'Service Provider Community Standards', '<p>Service providers operate in customers\' homes and represent Gletra during every appointment. Elevated conduct standards apply.</p><ol class=\"mb-3\"><li>Arrive professionally dressed with visible Gletra provider identification</li><li>Respect customer property, privacy, and household rules</li><li>Do not solicit personal relationships or off-platform business from customers</li><li>Do not discuss other customers or share customer information with third parties</li><li>Report unsafe conditions or customer misconduct through proper channels</li></ol>', 'policies/sections/community-guidelines-service-provider-community-standards-section-800x400.svg', 'highlight', 6, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(806, 13, 'Reporting and Enforcement', '<p>Gletra employs a combination of automated detection and human review to enforce community guidelines. Enforcement actions are proportionate to violation severity and user history.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Violation Severity</th><th>Typical Enforcement Action</th></tr></thead><tbody><tr><td>Minor first offence (rude language)</td><td>Warning and content removal</td></tr><tr><td>Moderate (fake review, spam)</td><td>Feature restriction for 7–30 days</td></tr><tr><td>Serious (harassment, off-platform payment solicitation)</td><td>Account suspension 30–90 days</td></tr><tr><td>Severe (threats, fraud, hate speech)</td><td>Permanent termination; legal referral</td></tr></tbody></table></div>', 'policies/sections/community-guidelines-reporting-and-enforcement-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(807, 13, 'Appeals Process', '<p>Users who believe enforcement action was taken in error may appeal within 14 days by emailing appeals@gletra.com with their account details, enforcement notification reference, and explanation. Appeals are reviewed by a separate trust and safety specialist within 7 business days. Appeal decisions are final.</p>', 'policies/sections/community-guidelines-appeals-process-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:52:03', '2026-06-19 06:52:03'),
(808, 13, 'Positive Community Participation', '<p>We encourage constructive feedback, helpful responses to buyer questions, fair dispute engagement, and recognition of excellent sellers and providers through honest positive reviews. Community members who consistently demonstrate outstanding conduct may receive Gletra Community badges and early access to platform features.</p>', 'policies/sections/community-guidelines-positive-community-participation-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(809, 14, 'Account Integrity', '<p>Each user must maintain account integrity in accordance with the following requirements.</p><ol class=\"mb-3\"><li>Register one personal account unless operating an authorised business account through the Seller Panel</li><li>Provide accurate registration information and keep KYC documents current</li><li>Maintain sole control of login credentials—do not share passwords or OTP access</li><li>Do not create accounts using false identity, stolen documents, or another person\'s information</li><li>Do not operate multiple accounts to evade suspensions, abuse promotions, or manipulate reviews</li><li>Notify Gletra immediately if you suspect unauthorised account access</li></ol>', 'policies/sections/user-conduct-policy-account-integrity-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(810, 14, 'Transaction Integrity', '<p>All transactions on Gletra must be conducted through platform payment systems to ensure buyer protection, seller settlement, and regulatory compliance.</p><ul class=\"mb-3\"><li>Complete all product purchases through Gletra checkout or Gletra Wallet</li><li>Pay for home service bookings through Gletra escrow—never direct cash to providers for platform bookings</li><li>Do not solicit or accept off-platform payments to evade marketplace commissions</li><li>Do not file fraudulent chargebacks for legitimately delivered orders or completed services</li><li>Do not abuse return or refund policies through wardrobing, empty box returns, or false defect claims</li><li>Do not manipulate wallet top-ups, promotional credits, or cashback programmes</li></ul>', 'policies/sections/user-conduct-policy-transaction-integrity-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(811, 14, 'Communication Conduct', '<p>All communication through Gletra Chat, voice calls, video calls, reviews, and support channels must comply with professional conduct standards.</p><ul class=\"mb-3\"><li>No harassment, threats, stalking, or persistent unwanted contact</li><li>No spam, bulk unsolicited messages, or automated messaging without authorisation</li><li>No sharing of malware links, phishing content, or fraudulent schemes</li><li>No impersonation of Gletra employees, other users, or government officials</li><li>No recording of calls without required consent</li></ul>', 'policies/sections/user-conduct-policy-communication-conduct-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(812, 14, 'Seller and Provider Conduct Requirements', '<p>Users operating as sellers or service providers bear additional conduct obligations beyond those applicable to buyers.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Requirement</th><th>Buyers</th><th>Sellers</th><th>Service Providers</th></tr></thead><tbody><tr><td>KYC completion</td><td>For wallet withdrawal</td><td>Mandatory</td><td>Mandatory</td></tr><tr><td>Response time standard</td><td>N/A</td><td>24 hours chat</td><td>2 hours chat</td></tr><tr><td>Off-platform payment ban</td><td>Report if solicited</td><td>Strictly prohibited</td><td>Strictly prohibited</td></tr><tr><td>Performance metrics</td><td>N/A</td><td>Dispatch and return rates</td><td>Rating and arrival rates</td></tr></tbody></table></div>', 'policies/sections/user-conduct-policy-seller-and-provider-conduct-requirements-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:52:04', '2026-06-19 06:52:04'),
(813, 14, 'Prohibited Technical Conduct', '<p>The following technical activities violate platform security and are prohibited under all circumstances.</p><ul class=\"mb-3\"><li>Scraping, crawling, or harvesting user data or listing content without written authorisation</li><li>Reverse engineering Gletra applications, APIs, or security mechanisms</li><li>Deploying bots, scripts, or automation tools without Gletra API authorisation</li><li>Attempting unauthorised access to other accounts, Seller Panel data, or backend systems</li><li>Interfering with platform operations through DDoS attacks or resource exhaustion</li><li>Circumventing geographic restrictions, account bans, or feature limitations</li></ul>', 'policies/sections/user-conduct-policy-prohibited-technical-conduct-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(814, 14, 'Fraud and Deceptive Practices', '<p>Gletra has zero tolerance for fraud. The following activities result in immediate account termination and referral to law enforcement and financial regulators where applicable.</p><ul class=\"mb-3\"><li>Identity fraud including fake KYC submissions and synthetic identity creation</li><li>Payment fraud including stolen card use, friendly fraud chargebacks, and wallet laundering</li><li>Counterfeit product sales and intellectual property infringement at scale</li><li>Triangulation fraud and drop-shipping scams using stolen payment credentials</li><li>Collusion between buyers and sellers to extract platform credits or manipulate metrics</li></ul>', 'policies/sections/user-conduct-policy-fraud-and-deceptive-practices-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(815, 14, 'Enforcement Framework', '<p>Gletra applies progressive enforcement for most violations, escalating based on severity and recurrence.</p><ol class=\"mb-3\"><li><strong>Warning:</strong> Written notice for first minor violations with no immediate restriction</li><li><strong>Feature Restriction:</strong> Temporary loss of chat, calling, wallet, or selling privileges</li><li><strong>Temporary Suspension:</strong> Account access blocked for 7 to 90 days pending review</li><li><strong>Permanent Termination:</strong> Irreversible account closure for severe or repeated violations</li><li><strong>Legal Referral:</strong> Evidence preserved and shared with authorities for criminal conduct</li></ol><p>Severe violations including violence threats, child safety issues, and large-scale fraud bypass progressive enforcement and result in immediate permanent termination.</p>', 'policies/sections/user-conduct-policy-enforcement-framework-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(816, 14, 'Wallet and Financial Conduct', '<p>Gletra Wallet users must comply with our Wallet Policy and AML Policy. Structuring transactions to avoid KYC thresholds, using wallet for unlicensed money transfer, or exploiting refund mechanisms for cash extraction constitute financial conduct violations subject to account freeze and regulatory reporting.</p>', 'policies/sections/user-conduct-policy-wallet-and-financial-conduct-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(817, 14, 'Cooperation with Investigations', '<p>Users must cooperate with Gletra trust and safety investigations by responding to information requests within specified timeframes and providing truthful account of relevant events. Obstruction including deletion of evidence, false statements to investigators, or creation of new accounts during suspension aggravates enforcement outcomes.</p>', 'policies/sections/user-conduct-policy-cooperation-with-investigations-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(818, 14, 'Reporting Violations', '<p>Report conduct violations through in-app report buttons, support@gletra.com, or legal@gletra.com for severe matters. Include relevant order IDs, chat screenshots, and user profile links. Gletra protects good-faith reporters from retaliation per our Community Guidelines.</p>', 'policies/sections/user-conduct-policy-reporting-violations-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:52:05', '2026-06-19 06:52:05'),
(819, 15, 'Security Governance and Organisation', '<p>Gletra maintains a dedicated information security function reporting to executive leadership. Our security governance framework includes documented policies, risk assessments, incident response procedures, and annual third-party security audits.</p><ul class=\"mb-3\"><li>Chief Information Security Officer oversight of security programme</li><li>Quarterly risk assessments covering marketplace, wallet, and KYC systems</li><li>Annual ISO 27001-aligned external security audit</li><li>Mandatory security training for all employees upon hire and annually thereafter</li><li>Background verification for employees with access to production systems and KYC data</li></ul>', 'policies/sections/data-protection-policy-security-governance-and-organisation-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(820, 15, 'Encryption and Data Transmission', '<p>All data transmitted between user devices and Gletra servers is protected using industry-standard encryption protocols.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Data State</th><th>Protection Method</th><th>Standard</th></tr></thead><tbody><tr><td>Data in transit</td><td>TLS 1.2+ encryption</td><td>All web, app, and API traffic</td></tr><tr><td>Sensitive data at rest</td><td>AES-256 encryption</td><td>KYC documents, payment tokens, wallet ledger</td></tr><tr><td>Database storage</td><td>Encrypted volumes</td><td>Production databases and backups</td></tr><tr><td>Chat messages</td><td>Encrypted in transit and at rest</td><td>Gletra Chat infrastructure</td></tr><tr><td>Password storage</td><td>Bcrypt hashing with salt</td><td>User authentication credentials</td></tr></tbody></table></div>', 'policies/sections/data-protection-policy-encryption-and-data-transmission-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(821, 15, 'Access Controls and Authentication', '<p>Access to personal data is restricted based on the principle of least privilege. Employees and contractors access user data only when necessary for their role and only through authenticated, logged, and monitored systems.</p><ol class=\"mb-3\"><li>Multi-factor authentication required for all employee access to production systems</li><li>Role-based access control with quarterly access reviews and immediate revocation upon role change</li><li>Privileged access management with session recording for KYC and financial data access</li><li>Separate production and development environments with anonymised test data</li><li>API authentication using OAuth 2.0 and API key rotation policies for Seller Panel integrations</li></ol>', 'policies/sections/data-protection-policy-access-controls-and-authentication-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(822, 15, 'KYC and Financial Data Protection', '<p>KYC documents and financial data receive enhanced protection commensurate with their sensitivity and regulatory requirements.</p><ul class=\"mb-3\"><li>KYC document images stored in isolated encrypted storage with restricted access</li><li>Payment card data tokenised through PCI-DSS Level 1 certified payment processors—Gletra does not store full card numbers</li><li>Gletra Wallet ledger protected by transactional integrity controls and dual-authorisation for large transfers</li><li>Seller payout and provider settlement data accessible only to authorised finance personnel</li><li>KYC data retention schedules enforced automatically with secure deletion upon expiry</li></ul>', 'policies/sections/data-protection-policy-kyc-and-financial-data-protection-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(823, 15, 'Chat and Call Data Security', '<p>Communication data processed through Gletra Chat and calling features is protected by dedicated security controls.</p><ul class=\"mb-3\"><li>Chat messages stored in encrypted databases with access logging</li><li>Call metadata retained separately from message content with equivalent encryption standards</li><li>Trust and safety review access requires dual authorisation and is fully audit logged</li><li>Automated content scanning for malware links and known fraud patterns in chat</li><li>Message export for legal requests processed through legal review workflow</li></ul>', 'policies/sections/data-protection-policy-chat-and-call-data-security-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(824, 15, 'Infrastructure and Network Security', '<p>Gletra production infrastructure is hosted on cloud platforms with enterprise-grade security certifications. Network security controls include web application firewalls, DDoS protection, intrusion detection systems, and network segmentation isolating payment and KYC systems from general application traffic.</p><p>Vulnerability management includes automated dependency scanning, monthly vulnerability assessments, and annual penetration testing by independent security firms. Critical vulnerabilities are remediated within 24 hours of confirmed identification.</p>', 'policies/sections/data-protection-policy-infrastructure-and-network-security-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(825, 15, 'Data Minimisation and Retention', '<p>Gletra collects and retains only data necessary for specified purposes. Automated retention enforcement deletes or anonymises data upon expiry of applicable retention periods defined in our Privacy Policy.</p><p>Product analytics and recommendation systems use anonymised or aggregated data where possible. Personal identifiers are removed from analytics datasets used for machine learning model training unless explicit consent applies.</p>', 'policies/sections/data-protection-policy-data-minimisation-and-retention-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(826, 15, 'Incident Response and Breach Notification', '<p>Gletra maintains a documented incident response plan tested annually through tabletop exercises. Upon confirmed personal data breach, we execute the following response procedures.</p><ol class=\"mb-3\"><li>Contain and assess breach scope within 4 hours of detection</li><li>Notify affected users and the Data Protection Board of India within 72 hours where required by law</li><li>Notify affected EEA/UK users and supervisory authorities per GDPR requirements where applicable</li><li>Provide guidance to affected users on protective measures such as password reset</li><li>Conduct post-incident review and implement remediation to prevent recurrence</li></ol><p>Report suspected security vulnerabilities responsibly to security@gletra.com. We acknowledge valid reports within 48 hours and maintain a responsible disclosure programme for security researchers.</p>', 'policies/sections/data-protection-policy-incident-response-and-breach-notification-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(827, 15, 'Third-Party Data Processors', '<p>Gletra engages third-party processors for payment processing, cloud hosting, KYC verification, logistics, and analytics. All processors are assessed for security compliance before engagement and bound by data processing agreements requiring equivalent protection standards, breach notification obligations, and deletion upon contract termination.</p>', 'policies/sections/data-protection-policy-third-party-data-processors-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(828, 15, 'Employee and Vendor Data Handling', '<p>All Gletra employees and contractors with data access sign confidentiality agreements and complete data protection training. Violations of data handling policies result in disciplinary action up to termination and legal referral. Vendor access to Gletra systems is time-limited, monitored, and revoked immediately upon project completion.</p>', 'policies/sections/data-protection-policy-employee-and-vendor-data-handling-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(829, 16, 'Types of Cookies We Use', '<p>Gletra categorises cookies by purpose. The categories below describe each type and its function on our platform.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Category</th><th>Purpose</th><th>Examples</th><th>Consent Required</th></tr></thead><tbody><tr><td>Essential</td><td>Core platform operation</td><td>Session login, cart, CSRF protection, wallet security</td><td>No—strictly necessary</td></tr><tr><td>Functional</td><td>Enhanced experience</td><td>Language preference, recently viewed products, chat state</td><td>Yes in applicable jurisdictions</td></tr><tr><td>Analytics</td><td>Usage measurement</td><td>Page views, feature adoption, error tracking</td><td>Yes</td></tr><tr><td>Marketing</td><td>Personalised advertising</td><td>Retargeting, campaign attribution, social pixels</td><td>Yes</td></tr></tbody></table></div>', 'policies/sections/cookie-policy-types-of-cookies-we-use-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:06', '2026-06-19 06:52:06'),
(830, 16, 'Essential Cookies', '<p>Essential cookies are required for Gletra to function and cannot be disabled without breaking core features.</p><ul class=\"mb-3\"><li><strong>Authentication cookies:</strong> Maintain your logged-in session across pages and app restarts</li><li><strong>Security cookies:</strong> CSRF tokens, fraud detection fingerprints, and wallet transaction verification</li><li><strong>Cart cookies:</strong> Preserve shopping cart contents across sessions before checkout</li><li><strong>Load balancing cookies:</strong> Route requests to available servers for platform stability</li><li><strong>Cookie consent cookies:</strong> Record your cookie preference choices</li></ul><p>Disabling essential cookies through browser settings will prevent login, checkout, wallet operations, and Seller Panel access.</p>', 'policies/sections/cookie-policy-essential-cookies-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(831, 16, 'Functional Cookies', '<p>Functional cookies enhance your Gletra experience by remembering preferences and state across sessions.</p><ul class=\"mb-3\"><li>Preferred language and currency display settings</li><li>Recently viewed products and search history for convenience</li><li>Gletra Chat window state and draft message preservation</li><li>Home service booking form progress for incomplete appointments</li><li>Seller Panel dashboard layout and filter preferences</li></ul>', 'policies/sections/cookie-policy-functional-cookies-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(832, 16, 'Analytics Cookies', '<p>Analytics cookies help Gletra understand how users interact with the platform so we can improve performance, fix errors, and optimise user flows for marketplace shopping, service booking, and wallet top-ups.</p><ul class=\"mb-3\"><li>Google Analytics for aggregated traffic and conversion measurement (IP anonymisation enabled)</li><li>Internal analytics for feature adoption tracking across chat, calls, and Seller Panel</li><li>Error monitoring cookies capturing anonymised crash reports and performance metrics</li><li>A/B testing cookies for evaluating UI improvements with consent</li></ul><p>Analytics data is aggregated and does not include KYC documents, payment card numbers, or chat message content.</p>', 'policies/sections/cookie-policy-analytics-cookies-section-800x400.svg', 'accordion', 4, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(833, 16, 'Marketing Cookies', '<p>Marketing cookies, deployed only with your consent, enable personalised advertising and campaign measurement across Gletra and partner platforms.</p><ul class=\"mb-3\"><li>Retargeting cookies showing Gletra product ads on third-party websites</li><li>Social media pixel cookies attributing conversions to advertising campaigns</li><li>Affiliate tracking cookies for partner referral programmes</li><li>Email campaign tracking for measuring open and click rates on marketing emails</li></ul><p>You may withdraw marketing cookie consent at any time through Cookie Preferences without affecting essential platform functionality.</p>', 'policies/sections/cookie-policy-marketing-cookies-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(834, 16, 'Mobile Application Technologies', '<p>The Gletra mobile application uses technologies equivalent to cookies including local storage, device identifiers, and SDK analytics. Push notification tokens are stored to deliver order updates, chat messages, service appointment reminders, and wallet transaction alerts.</p><p>Manage app tracking preferences through your device settings (iOS App Tracking Transparency or Android advertising ID controls) and Gletra app notification settings.</p>', 'policies/sections/cookie-policy-mobile-application-technologies-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(835, 16, 'Third-Party Cookies', '<p>Third-party cookies may be set by integrated services operating on Gletra pages.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Third Party</th><th>Purpose</th><th>Privacy Policy</th></tr></thead><tbody><tr><td>Payment processors</td><td>Secure checkout and 3D Secure authentication</td><td>Linked at checkout</td></tr><tr><td>Google Analytics</td><td>Aggregated usage analytics</td><td>policies.google.com/privacy</td></tr><tr><td>Logistics partners</td><td>Delivery tracking widget functionality</td><td>Partner-specific policies</td></tr><tr><td>KYC verification provider</td><td>Identity verification session management</td><td>Available during KYC flow</td></tr></tbody></table></div>', 'policies/sections/cookie-policy-third-party-cookies-section-800x400.svg', 'highlight', 7, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(836, 16, 'Managing Your Cookie Preferences', '<p>You have several options for managing cookies and tracking technologies on Gletra.</p><ol class=\"mb-3\"><li>Use the Cookie Preferences panel linked in the website footer or Account Settings</li><li>Configure browser settings to block or delete cookies—note essential cookie impact</li><li>Enable \"Do Not Track\" browser signals—Gletra honours DNT for non-essential cookies where supported</li><li>Opt out of Google Analytics via the Google Analytics Opt-out Browser Add-on</li><li>Manage iOS and Android device advertising identifiers in device privacy settings</li></ol>', 'policies/sections/cookie-policy-managing-your-cookie-preferences-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(837, 16, 'Cookie Retention Periods', '<p>Cookie lifetimes vary by category. Session cookies expire when you close your browser. Persistent cookies remain for defined periods: functional cookies up to 12 months, analytics cookies up to 24 months, and marketing cookies up to 90 days unless renewed by continued consent. You may delete all cookies immediately through browser settings or our Cookie Preferences reset option.</p>', 'policies/sections/cookie-policy-cookie-retention-periods-section-800x400.svg', 'legal_update', 9, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(838, 16, 'Updates to This Cookie Policy', '<p>We may update this Cookie Policy when we introduce new cookies, change third-party integrations, or modify consent requirements. Material changes will be communicated through the Cookie Preferences panel and a website banner. The effective date at the top of this page indicates the most recent revision. Contact privacy@gletra.com with cookie-related questions.</p>', 'policies/sections/cookie-policy-updates-to-this-cookie-policy-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:52:07', '2026-06-19 06:52:07'),
(839, 17, 'Scope of This Policy', '<p>This Copyright Policy applies to all content accessible through Gletra, including but not limited to:</p><ul class=\"mb-3\"><li>Product listing titles, descriptions, images, and videos uploaded by marketplace sellers</li><li>Service provider profile photos, certification documents, and portfolio galleries on Gletra Home Services</li><li>Chat messages, file attachments, and shared media exchanged via Gletra Chat</li><li>User reviews, Q&amp;A responses, and community forum contributions</li><li>Seller storefront banners, promotional creatives, and marketing copy</li><li>Call-related shared screens or files transmitted during Gletra voice and video sessions where stored</li></ul><p>Gletra does not claim ownership of user-uploaded content but requires users to warrant that they hold necessary rights or licenses before publication.</p>', 'policies/sections/copyright-policy-scope-of-this-policy-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(840, 17, 'Copyright Ownership and User Responsibilities', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Seller and Provider Obligations</h4><p>Sellers and home service providers must upload only original content or content for which they hold a valid license, assignment, or permission from the copyright owner.</p><ul class=\"mb-3\"><li>Product photographs must be original or licensed stock imagery with proof retained on request</li><li>Brand logos and trademarks may only be used with authorization from the rights holder</li><li>Copied descriptions from manufacturer sites require explicit permission or fall within fair use</li><li>Chat attachments shared with buyers must not contain pirated software, ebooks, or media</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Buyer Responsibilities</h4><p>Buyers who upload review photos, videos, or other media grant Gletra a license to display such content but must not upload copyrighted material they do not own.</p>', 'policies/sections/copyright-policy-copyright-ownership-and-user-responsibilities-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(841, 17, 'Reporting Copyright Infringement', '<p>Copyright owners or their authorized agents may submit an infringement notice to Gletra\'s designated Copyright Agent. Notices must include all of the following elements to be processed:</p><ol class=\"mb-3\"><li>Physical or electronic signature of the copyright owner or authorized representative</li><li>Identification of the copyrighted work claimed to have been infringed, with registration details if applicable</li><li>Identification of the infringing material on Gletra, including specific URLs, listing IDs, or chat thread references</li><li>Contact information: name, address, telephone number, and email address of the complainant</li><li>A statement of good-faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law</li><li>A statement, under penalty of perjury, that the information in the notice is accurate and that the complainant is authorized to act on behalf of the copyright owner</li></ol><p>Submit notices to: <strong>copyright@gletra.com</strong> with subject line \"Copyright Infringement Notice — [Listing/Content ID]\".</p>', 'policies/sections/copyright-policy-reporting-copyright-infringement-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(842, 17, 'Notice Processing Timeline', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Stage</th><th>Timeline</th><th>Action</th></tr></thead><tbody><tr><td>Notice receipt</td><td>Within 24 hours</td><td>Acknowledgment email sent to complainant</td></tr><tr><td>Initial review</td><td>1–3 business days</td><td>Validity assessment and content identification</td></tr><tr><td>Content action</td><td>Within 5 business days</td><td>Removal or disablement of infringing material</td></tr><tr><td>User notification</td><td>Concurrent with removal</td><td>Affected seller/provider notified with reason and appeal path</td></tr><tr><td>Repeat infringer review</td><td>Ongoing</td><td>Account flagged or terminated per repeat infringer policy</td></tr></tbody></table></div>', 'policies/sections/copyright-policy-notice-processing-timeline-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(843, 17, 'Counter-Notification Procedure', '<p>If you believe your content was removed in error, submit a counter-notification to copyright@gletra.com containing your signature, identification of removed content, a good-faith statement, and consent to jurisdiction in Bengaluru, Karnataka, India.</p><p>Upon receipt of a valid counter-notification, Gletra will forward it to the original complainant. If the complainant does not initiate legal proceedings within 14 business days, Gletra may restore the content at its discretion.</p>', 'policies/sections/copyright-policy-counter-notification-procedure-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(844, 17, 'Repeat Infringer Policy', '<p>Users who receive three or more valid copyright strikes within a 12-month period face permanent account termination and forfeiture of pending wallet balances subject to legal holds.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Strike Level</th><th>Consequence</th><th>Appeal Window</th></tr></thead><tbody><tr><td>First valid notice</td><td>Content removed; written warning issued</td><td>7 days</td></tr><tr><td>Second valid notice</td><td>7-day listing suspension; seller panel restricted</td><td>7 days</td></tr><tr><td>Third valid notice</td><td>Permanent account termination</td><td>14 days (limited grounds)</td></tr></tbody></table></div>', 'policies/sections/copyright-policy-repeat-infringer-policy-section-800x400.svg', 'legal_update', 6, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(845, 17, 'Fair Use and Licensed Content', '<p>Gletra recognizes that certain uses of copyrighted material may qualify as fair use or fair dealing under applicable law. Fair use determinations are fact-specific, and Gletra cannot adjudicate fair use claims during the standard takedown process.</p><p>Sellers listing branded products may use manufacturer-provided images only where an authorized distributor relationship exists. Service providers may display certification badges only when issued by the certifying body.</p>', 'policies/sections/copyright-policy-fair-use-and-licensed-content-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(846, 17, 'Gletra Platform Content', '<p>All Gletra-owned content — including the Gletra logo, app interface, policy pages, help center articles, marketing materials, and proprietary algorithms — is protected by copyright and other intellectual property laws.</p><p>Third parties may not use Gletra branding in a manner that implies endorsement without written consent from legal@gletra.com.</p>', 'policies/sections/copyright-policy-gletra-platform-content-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(847, 17, 'Misrepresentation and Penalties', '<p>Knowingly submitting false infringement notices or counter-notifications may result in liability for damages. Gletra may report egregious abuse of the notice process to relevant authorities.</p><p>Users who file fraudulent copyright claims to harass competitors or gain commercial advantage face immediate account termination and potential legal action.</p>', 'policies/sections/copyright-policy-misrepresentation-and-penalties-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(848, 17, 'Contact and Updates', '<p>Copyright Agent: Gletra Technologies Pvt. Ltd., Copyright Compliance Team, 42 Brigade Tech Park, Whitefield, Bengaluru, Karnataka 560066, India. Email: copyright@gletra.com.</p><p>This policy is reviewed annually. Material changes are communicated via email and in-app notification.</p>', 'policies/sections/copyright-policy-contact-and-updates-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(849, 18, 'Gletra Owned Intellectual Property', '<p>The following assets are the exclusive property of Gletra Technologies Pvt. Ltd.:</p><ul class=\"mb-3\"><li>The \"Gletra\" word mark, logo, favicon, app icons, and all brand variations</li><li>Gletra.com website design, mobile application UI/UX, and seller panel interface</li><li>Proprietary recommendation algorithms, search indexing, and fraud detection systems</li><li>Gletra Wallet architecture, payment orchestration logic, and settlement workflows</li><li>Chat and call routing infrastructure, notification systems, and API specifications</li><li>Policy documents, help center content, training materials, and marketing collateral</li></ul><p>No license to use, reproduce, modify, or create derivative works of Gletra IP is granted except as strictly necessary to access and use the platform in accordance with our Terms & Conditions.</p>', 'policies/sections/intellectual-property-policy-gletra-owned-intellectual-property-section-800x400.svg', 'highlight', 1, 1, '2026-06-19 06:52:08', '2026-06-19 06:52:08'),
(850, 18, 'Trademark Usage Guidelines', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Permitted Use</h4><ul class=\"mb-3\"><li>Referencing Gletra by name in factual, non-misleading contexts (e.g., \"Available on Gletra\")</li><li>Using official Gletra badges provided through the authorized affiliate or partner program</li><li>Linking to gletra.com using standard text links without implying endorsement</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Prohibited Use</h4><ul class=\"mb-3\"><li>Using Gletra logos or trademarks in domain names, social media handles, or app names without authorization</li><li>Implying Gletra sponsorship, partnership, or endorsement without written agreement</li><li>Modifying Gletra logos, colors, or brand elements</li><li>Registering trademarks confusingly similar to Gletra in any jurisdiction</li></ul>', 'policies/sections/intellectual-property-policy-trademark-usage-guidelines-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(851, 18, 'User Content and Platform License', '<p>By uploading, posting, or submitting content to Gletra — including product listings, reviews, chat messages, call attachments, and service provider profiles — you grant Gletra a worldwide, non-exclusive, royalty-free, sublicensable license to use, reproduce, display, distribute, and adapt such content solely for platform operation, marketing (with opt-out for reviews), and legal compliance.</p><p>You represent and warrant that you own or have all necessary rights to the content you submit and that such content does not infringe any third-party IP rights.</p>', 'policies/sections/intellectual-property-policy-user-content-and-platform-license-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(852, 18, 'Third-Party Intellectual Property on Gletra', '<p>Sellers and service providers must not list counterfeit goods, unauthorized replicas, or products bearing trademarks without authorization. Gletra employs automated and manual review systems to detect IP violations.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Violation Type</th><th>Detection Method</th><th>Enforcement Action</th></tr></thead><tbody><tr><td>Counterfeit goods</td><td>Brand registry + manual review</td><td>Listing removal; account suspension</td></tr><tr><td>Trademark misuse in listings</td><td>Keyword and image matching</td><td>Listing edit required or removal</td></tr><tr><td>Unauthorized brand logos in chat</td><td>User reports + AI screening</td><td>Warning; repeat offense ban</td></tr><tr><td>Scraped competitor content</td><td>Duplicate detection</td><td>Listing rejection; seller review</td></tr></tbody></table></div>', 'policies/sections/intellectual-property-policy-third-party-intellectual-property-on-gletra-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(853, 18, 'Brand Registry and Rights Holders', '<p>Authorized brand owners may enroll in the Gletra Brand Registry to proactively protect their trademarks. Registered brands receive priority review of infringement reports, access to search tools for unauthorized listings, and dedicated support from our IP team.</p><p>Enroll at seller.gletra.com/brand-registry with proof of trademark registration. Gletra verifies applications within 10 business days.</p>', 'policies/sections/intellectual-property-policy-brand-registry-and-rights-holders-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(854, 18, 'Patents and Trade Secrets', '<p>Gletra\'s platform technology, including wallet settlement engines, chat encryption protocols, and service-matching algorithms, may be protected as trade secrets or pending patent applications. Reverse engineering, decompiling, or extracting source code from Gletra applications is strictly prohibited.</p><p>Third-party developers integrating via Gletra APIs must comply with developer terms and may not replicate Gletra functionality in competing platforms using proprietary methods learned through integration.</p>', 'policies/sections/intellectual-property-policy-patents-and-trade-secrets-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(855, 18, 'IP Infringement Reporting', '<p>Report IP violations (trademark, patent, trade dress) to legal@gletra.com with: identification of your IP rights, description of the infringing content on Gletra, location (URL/ID), and your contact details. Gletra responds to valid IP reports within 5 business days.</p>', 'policies/sections/intellectual-property-policy-ip-infringement-reporting-section-800x400.svg', 'notice', 7, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(856, 18, 'Seller and Provider IP Obligations', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Marketplace Sellers</h4><p>Maintain documentation of product authenticity. Respond to IP inquiries within 48 hours. Do not use competitor trademarks in listing keywords for diversion.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Home Service Providers</h4><p>Service professionals must not misrepresent certifications or use unauthorized trade association logos. Display only credentials verified through Gletra KYC.</p>', 'policies/sections/intellectual-property-policy-seller-and-provider-ip-obligations-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(857, 18, 'Enforcement and Remedies', '<p>Gletra may remove content, suspend accounts, withhold seller payouts, freeze wallet funds pending investigation, and cooperate with law enforcement for serious IP violations. Rights holders may pursue independent legal remedies against infringing users.</p>', 'policies/sections/intellectual-property-policy-enforcement-and-remedies-section-800x400.svg', 'legal_update', 9, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(858, 18, 'Policy Updates', '<p>This policy is updated as Gletra expands features and as IP law evolves. Last reviewed annually. Contact legal@gletra.com for IP licensing inquiries.</p>', 'policies/sections/intellectual-property-policy-policy-updates-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:09', '2026-06-19 06:52:09'),
(859, 19, 'Definition of Spam on Gletra', '<p>For purposes of this policy, \"spam\" includes any unsolicited, bulk, repetitive, or deceptive communication where one or more of the following apply:</p><ul class=\"mb-3\"><li>Messages sent to users who have not initiated contact or consented to marketing</li><li>Identical or substantially similar messages sent to multiple recipients without personalization</li><li>Content designed to mislead recipients about sender identity or message purpose</li><li>Promotion of off-platform payment to evade Gletra fees or buyer protection</li><li>Automated bot messages without authorization from Gletra</li><li>Phishing attempts requesting passwords, OTPs, or payment credentials</li></ul>', 'policies/sections/anti-spam-policy-definition-of-spam-on-gletra-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(860, 19, 'Prohibited Activities', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Chat and Messaging Abuse</h4><ul class=\"mb-3\"><li>Mass messaging buyers who have not purchased from or inquired with your store</li><li>Sending promotional links unrelated to an active order or service booking</li><li>Repeated messages after a user has declined or blocked communication</li><li>Sharing external WhatsApp or Telegram groups for unsolicited marketing</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Call and Notification Abuse</h4><ul class=\"mb-3\"><li>Robocalls or pre-recorded voice messages via Gletra calling features</li><li>Excessive push notifications beyond transactional and opted-in marketing limits</li><li>SMS campaigns without valid user consent and opt-out mechanism</li></ul>', 'policies/sections/anti-spam-policy-prohibited-activities-section-800x400.svg', 'notice', 2, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(861, 19, 'Permitted Communications', '<p>The following communications are permitted when sent through Gletra channels:</p><ol class=\"mb-3\"><li>Order confirmations, shipping updates, and delivery notifications</li><li>Service booking confirmations, provider assignment, and appointment reminders</li><li>Responses to buyer inquiries initiated through product pages or chat</li><li>Dispute resolution and customer support correspondence</li><li>Marketing messages to users who have opted in via Gletra notification preferences</li><li>Wallet transaction alerts and KYC verification requests</li></ol>', 'policies/sections/anti-spam-policy-permitted-communications-section-800x400.svg', 'highlight', 3, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(862, 19, 'Seller and Provider Marketing Rules', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Channel</th><th>Daily Limit</th><th>Consent Required</th></tr></thead><tbody><tr><td>Gletra Chat (post-purchase)</td><td>Unlimited for order-related</td><td>No (transactional)</td></tr><tr><td>Gletra Chat (promotional)</td><td>50 unique recipients/day</td><td>Yes (opt-in)</td></tr><tr><td>Push notifications</td><td>2 promotional/day max</td><td>Yes (opt-in)</td></tr><tr><td>Email via Gletra</td><td>1 promotional/week max</td><td>Yes (double opt-in)</td></tr><tr><td>Voice/video calls</td><td>Order/service related only</td><td>N/A (must be initiated by buyer or for active booking)</td></tr></tbody></table></div><p>Sellers and service providers must not export buyer contact data from Gletra for external email or SMS campaigns.</p>', 'policies/sections/anti-spam-policy-seller-and-provider-marketing-rules-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(863, 19, 'Automated Detection and Filtering', '<p>Gletra employs machine learning models and rule-based filters to detect spam patterns including high-velocity messaging, duplicate content hashes, suspicious URLs, and reported keyword combinations. Flagged messages may be quarantined pending review or blocked automatically.</p><p>False positives may occur. Sellers may appeal blocked messages through the Seller Panel under Compliance &gt; Message Appeals within 7 days.</p>', 'policies/sections/anti-spam-policy-automated-detection-and-filtering-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(864, 19, 'User Reporting', '<p>Any user may report spam by tapping \"Report\" on a chat message, call log entry, or notification. Reports are reviewed within 24 hours. Provide context including screenshots where available. Gletra does not disclose reporter identity to the reported party.</p>', 'policies/sections/anti-spam-policy-user-reporting-section-800x400.svg', 'highlight', 6, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10');
INSERT INTO `policy_sections` (`id`, `policy_id`, `title`, `content`, `image`, `section_type`, `sort_order`, `status`, `created_at`, `updated_at`) VALUES
(865, 19, 'Penalties and Enforcement', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Offense Level</th><th>Examples</th><th>Consequence</th></tr></thead><tbody><tr><td>Minor</td><td>Single unsolicited promo message</td><td>Warning; message blocked</td></tr><tr><td>Moderate</td><td>Repeated promo spam; minor harvesting attempt</td><td>7-day messaging restriction</td></tr><tr><td>Major</td><td>Bulk spam; phishing; bot automation</td><td>30-day suspension; seller panel lock</td></tr><tr><td>Severe</td><td>Large-scale phishing; credential theft; repeat offenses</td><td>Permanent ban; legal referral</td></tr></tbody></table></div>', 'policies/sections/anti-spam-policy-penalties-and-enforcement-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(866, 19, 'Compliance with External Laws', '<p>Gletra complies with applicable anti-spam regulations. Users sending communications through Gletra to recipients in regulated jurisdictions bear responsibility for obtaining valid consent and honoring opt-out requests within 48 hours.</p>', 'policies/sections/anti-spam-policy-compliance-with-external-laws-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(867, 19, 'Best Practices for Sellers', '<ul class=\"mb-3\"><li>Use Gletra\'s built-in promotional tools rather than manual bulk chat</li><li>Personalize messages with order or product context</li><li>Include clear opt-out instructions in marketing communications</li><li>Never request payment outside Gletra Wallet or approved checkout</li><li>Respond to buyer-initiated chats within 24 hours instead of cold outreach</li></ul>', 'policies/sections/anti-spam-policy-best-practices-for-sellers-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(868, 19, 'Contact and Reporting', '<p>Report platform-wide spam campaigns or security concerns to abuse@gletra.com. Enterprise sellers may contact partner-support@gletra.com for guidance on compliant marketing practices.</p>', 'policies/sections/anti-spam-policy-contact-and-reporting-section-800x400.svg', 'notice', 10, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(869, 20, 'Accepted Payment Methods', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Method</th><th>Availability</th><th>Notes</th></tr></thead><tbody><tr><td>UPI (GPay, PhonePe, Paytm, etc.)</td><td>All users</td><td>Instant confirmation; primary method in India</td></tr><tr><td>Credit / Debit Cards</td><td>All users</td><td>Visa, Mastercard, RuPay; 3D Secure required</td></tr><tr><td>Net Banking</td><td>All users</td><td>Major Indian banks supported</td></tr><tr><td>Gletra Wallet</td><td>Verified users</td><td>Instant checkout; combine with other methods</td></tr><tr><td>Cash on Delivery (COD)</td><td>Eligible orders</td><td>Select products and regions; ₹50 fee may apply</td></tr><tr><td>EMI</td><td>Orders above ₹3,000</td><td>Partner bank terms apply; interest may apply</td></tr></tbody></table></div>', 'policies/sections/payment-terms-accepted-payment-methods-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(870, 20, 'Payment Authorization and Capture', '<p>When you place an order or confirm a service booking, Gletra authorizes payment for the total amount including product price, service fees, shipping, applicable taxes, and platform charges displayed at checkout.</p><ul class=\"mb-3\"><li>Marketplace orders: payment captured when seller confirms or ships (or immediately for digital goods)</li><li>Service bookings: partial or full prepayment captured at booking; balance on completion</li><li>Wallet top-ups: captured immediately upon successful gateway response</li><li>Multi-vendor carts: each seller item processed as a separate transaction where required by payment partner</li></ul>', 'policies/sections/payment-terms-payment-authorization-and-capture-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(871, 20, 'Pricing, Fees, and Taxes', '<p>All prices are displayed in Indian Rupees (INR) unless otherwise noted. GST and applicable state taxes are calculated at checkout based on product category, seller location, and delivery address.</p><p>Gletra service fees, payment gateway fees (where passed to buyer), and COD handling charges are disclosed before payment confirmation. Sellers set product and service prices; Gletra is not responsible for seller pricing errors but will facilitate corrections before capture where possible.</p>', 'policies/sections/payment-terms-pricing-fees-and-taxes-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:10', '2026-06-19 06:52:10'),
(872, 20, 'Failed and Declined Payments', '<p>Orders with failed payment authorization are not confirmed. Common failure reasons include insufficient funds, incorrect card details, bank declines, and UPI timeout.</p><ol class=\"mb-3\"><li>Retry payment within 30 minutes from My Orders or booking screen</li><li>After 30 minutes, the order or booking hold is released automatically</li><li>Repeated failed attempts may trigger temporary payment method restriction for fraud prevention</li><li>Contact support@gletra.com if your bank confirms deduction but Gletra shows failure</li></ol>', 'policies/sections/payment-terms-failed-and-declined-payments-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(873, 20, 'Payment Security', '<p>Gletra implements industry-standard security measures: TLS 1.3 encryption in transit, tokenization of card data, PCI-DSS Level 1 compliant payment partners, 3D Secure authentication, and fraud scoring on all transactions.</p><p>Never share OTPs, CVV, or UPI PINs in Gletra Chat or during calls. Gletra staff will never request these credentials.</p>', 'policies/sections/payment-terms-payment-security-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(874, 20, 'Chargebacks and Disputes', '<p>Buyers who dispute charges with their bank or card issuer initiate a chargeback. Gletra provides transaction evidence to payment partners and may debit seller accounts for upheld chargebacks on their orders.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Chargeback Reason</th><th>Gletra Response</th><th>User Action</th></tr></thead><tbody><tr><td>Unauthorized transaction</td><td>Fraud investigation; account secured</td><td>Report immediately to support@gletra.com</td></tr><tr><td>Product not received</td><td>Tracking and delivery proof submitted</td><td>File Gletra dispute first before chargeback</td></tr><tr><td>Not as described</td><td>Seller evidence and buyer photos reviewed</td><td>Use Gletra Dispute Center for faster resolution</td></tr></tbody></table></div>', 'policies/sections/payment-terms-chargebacks-and-disputes-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(875, 20, 'Refunds and Payment Reversals', '<p>Approved refunds are returned to the original payment method or Gletra Wallet at buyer\'s choice. Refund timelines: Wallet (instant), UPI/cards (5–10 business days), net banking (5–10 business days). See Refund Policy for eligibility criteria.</p>', 'policies/sections/payment-terms-refunds-and-payment-reversals-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(876, 20, 'Off-Platform Payment Prohibition', '<p>Sellers, service providers, and buyers must not solicit or accept payment outside Gletra\'s approved checkout, wallet, or booking payment flows. Off-platform payments void Gletra Customer Protection and may result in account termination for all parties involved.</p>', 'policies/sections/payment-terms-off-platform-payment-prohibition-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(877, 20, 'Seller and Provider Settlements', '<p>Seller earnings are settled per the Seller Withdrawal Policy (standard T+7 after delivery confirmation). Service provider payments are released 24 hours after job completion unless a dispute is filed. Gletra deducts applicable commission, payment gateway fees, and tax withholdings before disbursement.</p>', 'policies/sections/payment-terms-seller-and-provider-settlements-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(878, 20, 'Modifications and Contact', '<p>Gletra may modify these Payment Terms with 15 days notice for material changes. Payment inquiries: payments@gletra.com. Fraud reports: fraud@gletra.com.</p>', 'policies/sections/payment-terms-modifications-and-contact-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(879, 21, 'Wallet Features and Eligibility', '<ul class=\"mb-3\"><li>Instant checkout for marketplace orders and service bookings</li><li>Receive refunds from cancelled orders and approved returns</li><li>Earn cashback and promotional credits from Gletra campaigns</li><li>Partial payment combined with UPI, cards, or net banking</li><li>Seller settlement disbursement destination (post-KYC)</li><li>Transaction history and downloadable statements in Account Settings</li></ul><p>All registered Gletra users aged 18+ may activate a wallet. Users under 18 may not hold wallet balances.</p>', 'policies/sections/wallet-policy-wallet-features-and-eligibility-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(880, 21, 'Top-Up Methods and Limits', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Method</th><th>Min Top-Up</th><th>Max Top-Up/Day</th><th>Processing</th></tr></thead><tbody><tr><td>UPI</td><td>₹100</td><td>₹1,00,000</td><td>Instant</td></tr><tr><td>Debit/Credit Card</td><td>₹100</td><td>₹1,00,000</td><td>Instant</td></tr><tr><td>Net Banking</td><td>₹500</td><td>₹1,00,000</td><td>Instant–2 hours</td></tr><tr><td>Refund credit</td><td>N/A</td><td>N/A</td><td>Automatic on approval</td></tr></tbody></table></div><p>Maximum wallet balance: ₹1,00,000 for standard users; ₹5,00,000 for KYC-verified business accounts.</p>', 'policies/sections/wallet-policy-top-up-methods-and-limits-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(881, 21, 'Spending Rules', '<p>Wallet funds may be used for product purchases, home service bookings, platform fees, and tipping service providers where enabled. Wallet funds may not be used for:</p><ul class=\"mb-3\"><li>Transfer to other Gletra user wallets (P2P transfers not supported)</li><li>Off-platform purchases or cash equivalent conversion except via approved withdrawal</li><li>Gambling, cryptocurrency, or prohibited category purchases</li><li>Payment of seller commission or subscription fees (debited from seller settlement)</li></ul>', 'policies/sections/wallet-policy-spending-rules-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(882, 21, 'Promotional Credits and Cashback', '<p>Promotional credits, referral bonuses, and cashback rewards are subject to individual offer terms including expiry dates, minimum order values, and category restrictions.</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Credit Type</th><th>Typical Expiry</th><th>Withdrawable</th></tr></thead><tbody><tr><td>Cashback on orders</td><td>90 days</td><td>Yes (after KYC)</td></tr><tr><td>Referral bonus</td><td>60 days</td><td>Yes (after KYC)</td></tr><tr><td>Campaign voucher</td><td>Per offer (7–30 days)</td><td>No</td></tr><tr><td>Compensation credit</td><td>180 days</td><td>Yes (after KYC)</td></tr></tbody></table></div>', 'policies/sections/wallet-policy-promotional-credits-and-cashback-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(883, 21, 'Refunds to Wallet', '<p>Buyers may elect to receive approved refunds as instant Gletra Wallet credit during the refund request process. Wallet refunds are credited immediately upon approval and may be used for subsequent purchases or withdrawn after KYC verification.</p>', 'policies/sections/wallet-policy-refunds-to-wallet-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(884, 21, 'Withdrawals', '<p>KYC-verified users may withdraw available wallet balance to a registered bank account. Promotional non-withdrawable credits are excluded from withdrawal calculations.</p><ul class=\"mb-3\"><li>Minimum withdrawal: ₹100</li><li>Processing time: 2–5 business days via NEFT/IMPS</li><li>Maximum 3 withdrawal requests per day</li><li>Withdrawals suspended during active fraud investigation</li></ul>', 'policies/sections/wallet-policy-withdrawals-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(885, 21, 'Inactivity and Escheatment', '<p>Wallets with no transaction activity for 24 consecutive months receive email notice at 21 months. After 24 months of inactivity, remaining balances may be escheated to government unclaimed property authorities as required by applicable law. Reactivate by logging in and completing a transaction before the deadline.</p>', 'policies/sections/wallet-policy-inactivity-and-escheatment-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(886, 21, 'Security and Unauthorized Access', '<p>Protect your Gletra account credentials. Enable two-factor authentication. Report unauthorized wallet transactions to support@gletra.com within 24 hours. Gletra investigates claims and may provisionally credit verified unauthorized transactions.</p><p>Never share OTPs or wallet PINs via chat or phone calls, even if the caller claims to be Gletra support.</p>', 'policies/sections/wallet-policy-security-and-unauthorized-access-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(887, 21, 'Seller Wallet Settlement', '<p>Sellers may receive settlements directly to Gletra Wallet for faster reinvestment in platform advertising or supplier payments. Seller wallet balances follow the same KYC and withdrawal rules. Commission and fee debits are itemized in Seller Panel &gt; Finance.</p>', 'policies/sections/wallet-policy-seller-wallet-settlement-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:11', '2026-06-19 06:52:11'),
(888, 21, 'Disputes and Contact', '<p>Wallet transaction disputes: wallet@gletra.com. Include transaction ID, date, and amount. Response within 48 hours.</p>', 'policies/sections/wallet-policy-disputes-and-contact-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(889, 22, 'Who Must Complete KYC', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>User Type</th><th>KYC Trigger</th><th>Verification Level</th></tr></thead><tbody><tr><td>Marketplace seller</td><td>Seller registration</td><td>Full business KYC</td></tr><tr><td>Home service provider</td><td>Provider registration</td><td>Individual + skill KYC</td></tr><tr><td>Buyer (wallet withdrawal)</td><td>First withdrawal request</td><td>Individual KYC</td></tr><tr><td>Buyer (high balance)</td><td>Wallet balance &gt; ₹50,000</td><td>Individual KYC</td></tr><tr><td>Any user</td><td>Risk flag or compliance review</td><td>Enhanced due diligence</td></tr></tbody></table></div>', 'policies/sections/kyc-verification-policy-who-must-complete-kyc-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(890, 22, 'Required Documents — Individual Users', '<ul class=\"mb-3\"><li>Government-issued photo ID: Aadhaar, PAN card, Passport, or Driving License</li><li>Live selfie verification matching ID photograph</li><li>Bank account proof: cancelled cheque, bank statement, or passbook (for withdrawals)</li><li>Address proof if different from ID (utility bill, rental agreement — within 3 months)</li></ul><p>Documents must be valid, unexpired, and clearly legible. Screenshots of documents are accepted only through Gletra\'s secure upload portal.</p>', 'policies/sections/kyc-verification-policy-required-documents-individual-users-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(891, 22, 'Required Documents — Business Sellers', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Sole Proprietorship / Individual Seller</h4><ul class=\"mb-3\"><li>PAN card</li><li>GST registration (if applicable)</li><li>Bank account in business or individual name</li><li>Business address proof</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Private Limited / LLP / Partnership</h4><ul class=\"mb-3\"><li>Certificate of Incorporation</li><li>PAN of entity</li><li>GST registration</li><li>Authorized signatory ID and board resolution</li><li>Bank account proof in entity name</li></ul>', 'policies/sections/kyc-verification-policy-required-documents-business-sellers-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(892, 22, 'Service Provider Verification', '<p>Home service providers undergo additional verification beyond standard KYC:</p><ol class=\"mb-3\"><li>Skill certification upload (electrician license, plumbing certification, etc.) where applicable</li><li>Background check authorization and criminal record screening for in-home services</li><li>Service area and vehicle registration (if applicable)</li><li>Portfolio or work sample review for quality standards</li></ol><p>Providers failing background checks are denied registration. Results are not disclosed to other users.</p>', 'policies/sections/kyc-verification-policy-service-provider-verification-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(893, 22, 'Verification Process and Timeline', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Step</th><th>Timeline</th><th>Description</th></tr></thead><tbody><tr><td>Document upload</td><td>User-initiated</td><td>Via Account Settings or Seller Panel &gt; KYC</td></tr><tr><td>Automated validation</td><td>1–4 hours</td><td>OCR, database match, liveness check</td></tr><tr><td>Manual review</td><td>1–3 business days</td><td>Compliance team review if flagged</td></tr><tr><td>Approval / rejection</td><td>Within 5 business days</td><td>Email and in-app notification</td></tr></tbody></table></div>', 'policies/sections/kyc-verification-policy-verification-process-and-timeline-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(894, 22, 'Data Handling and Privacy', '<p>KYC documents are stored with AES-256 encryption. Access is restricted to authorized compliance personnel on a need-to-know basis. Documents are not shared with buyers, sellers, or third parties except as required by law or with explicit user consent for specific integrations.</p><p>Retention period: duration of account plus 7 years after closure for regulatory compliance. Users may request deletion subject to legal retention requirements via privacy@gletra.com.</p>', 'policies/sections/kyc-verification-policy-data-handling-and-privacy-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(895, 22, 'Re-Verification and Enhanced Due Diligence', '<p>Gletra may require re-verification when: documents expire, account details change, suspicious activity is detected, regulatory requirements change, or random compliance audits occur. Failure to complete re-verification within 30 days results in account restriction.</p>', 'policies/sections/kyc-verification-policy-re-verification-and-enhanced-due-diligence-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(896, 22, 'Consequences of Failed or Refused KYC', '<ul class=\"mb-3\"><li>Seller accounts: registration denied or suspended; listings hidden</li><li>Service providers: unable to accept bookings</li><li>Wallet users: withdrawals blocked; top-ups may continue up to ₹10,000</li><li>False documents: permanent ban and referral to authorities</li></ul>', 'policies/sections/kyc-verification-policy-consequences-of-failed-or-refused-kyc-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(897, 22, 'Third-Party Verification Partners', '<p>Gletra engages licensed verification partners for document authentication and background checks. Partners are bound by data processing agreements requiring equivalent security standards.</p>', 'policies/sections/kyc-verification-policy-third-party-verification-partners-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(898, 22, 'Contact and Appeals', '<p>KYC support: kyc@gletra.com. Rejection appeals with additional documentation within 14 days. Grievance Officer: grievance@gletra.com.</p>', 'policies/sections/kyc-verification-policy-contact-and-appeals-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:12', '2026-06-19 06:52:12'),
(899, 23, 'Settlement Cycles', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Account Type</th><th>Settlement Cycle</th><th>Minimum Payout</th></tr></thead><tbody><tr><td>Standard seller</td><td>T+7 after delivery confirmation</td><td>₹100 (rolls to next cycle)</td></tr><tr><td>Premium seller</td><td>T+3 after delivery confirmation</td><td>₹100</td></tr><tr><td>New seller (first 90 days)</td><td>T+14 after delivery confirmation</td><td>₹500</td></tr><tr><td>Home service provider</td><td>T+1 after job completion (24h dispute window)</td><td>₹100</td></tr><tr><td>Enterprise seller</td><td>Custom (contact partner-support@gletra.com)</td><td>Negotiated</td></tr></tbody></table></div><p>\"T\" refers to the date of delivery confirmation (marketplace) or service completion marked in app (home services).</p>', 'policies/sections/seller-withdrawal-policy-settlement-cycles-section-800x400.svg', 'highlight', 1, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(900, 23, 'Commission and Fee Deductions', '<p>Before settlement, Gletra deducts:</p><ul class=\"mb-3\"><li>Category-based commission (8%–20% depending on product category)</li><li>Payment gateway fees (2%–2.5% where applicable)</li><li>Gletra shipping fees (if using Gletra Logistics)</li><li>Advertising spend (Sponsored Products — if auto-debit enabled)</li><li>Tax collected at source (TCS) and TDS where applicable by law</li></ul><p>Detailed fee breakdown available in Seller Panel &gt; Finance &gt; Settlement Reports.</p>', 'policies/sections/seller-withdrawal-policy-commission-and-fee-deductions-section-800x400.svg', 'content', 2, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(901, 23, 'Holds and Reserves', '<p>Gletra may place holds on seller earnings in the following circumstances:</p><div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Hold Reason</th><th>Duration</th><th>Release Condition</th></tr></thead><tbody><tr><td>Active buyer dispute</td><td>Until resolution</td><td>Dispute closed in seller favor or refund processed</td></tr><tr><td>High return rate (&gt;15%)</td><td>Rolling 30-day reserve (10% of sales)</td><td>Return rate below 10% for 60 days</td></tr><tr><td>New seller probation</td><td>First 90 days — 5% reserve</td><td>Automatic release after 90 days if no violations</td></tr><tr><td>Suspected fraud investigation</td><td>Up to 90 days</td><td>Investigation cleared or legal order</td></tr><tr><td>Chargeback received</td><td>Until chargeback resolved</td><td>Evidence submitted; bank decision final</td></tr></tbody></table></div>', 'policies/sections/seller-withdrawal-policy-holds-and-reserves-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(902, 23, 'Withdrawal Methods', '<ul class=\"mb-3\"><li>Bank transfer (NEFT/IMPS) to registered KYC-verified account — primary method</li><li>Gletra Wallet credit — instant, for platform reinvestment</li><li>UPI transfer — available for verified individual sellers (max ₹1,00,000/day)</li></ul><p>Processing time: 1–3 business days for bank transfers after settlement release. Weekends and bank holidays excluded.</p>', 'policies/sections/seller-withdrawal-policy-withdrawal-methods-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(903, 23, 'Withdrawal Limits and Frequency', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Limit Type</th><th>Standard Seller</th><th>Premium Seller</th></tr></thead><tbody><tr><td>Min withdrawal</td><td>₹500</td><td>₹100</td></tr><tr><td>Max per withdrawal</td><td>₹10,00,000</td><td>₹25,00,000</td></tr><tr><td>Withdrawals per day</td><td>2</td><td>5</td></tr><tr><td>Auto-withdrawal threshold</td><td>Optional: ₹5,000</td><td>Optional: ₹1,000</td></tr></tbody></table></div>', 'policies/sections/seller-withdrawal-policy-withdrawal-limits-and-frequency-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(904, 23, 'Failed and Reversed Payouts', '<p>Payouts fail when bank account details are incorrect, the account is frozen, or name mismatch occurs. Failed amounts return to pending balance within 2 business days. Update bank details in Seller Panel &gt; Settings &gt; Banking and re-initiate withdrawal.</p>', 'policies/sections/seller-withdrawal-policy-failed-and-reversed-payouts-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(905, 23, 'Negative Balances', '<p>If refunds, chargebacks, or fee adjustments exceed available balance, a negative balance is created. Sellers must remit the deficit within 14 days. Gletra may offset future settlements, restrict listings, or pursue collection for unpaid negative balances.</p>', 'policies/sections/seller-withdrawal-policy-negative-balances-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(906, 23, 'Tax Documentation', '<p>Gletra provides monthly settlement statements and annual tax summaries (Form 16A / TDS certificates where applicable). Sellers are responsible for their own GST filing and income tax compliance.</p>', 'policies/sections/seller-withdrawal-policy-tax-documentation-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(907, 23, 'Account Closure and Final Settlement', '<p>Upon account closure request, pending orders must be fulfilled or cancelled. Final settlement occurs after all dispute windows close (minimum 30 days). Reserves are released subject to no outstanding claims.</p>', 'policies/sections/seller-withdrawal-policy-account-closure-and-final-settlement-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(908, 23, 'Contact', '<p>Settlement inquiries: settlements@gletra.com. Include seller ID and settlement reference number. Seller Panel live chat available 9 AM–9 PM IST.</p>', 'policies/sections/seller-withdrawal-policy-contact-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:13', '2026-06-19 06:52:13'),
(909, 24, 'Service Categories and Coverage', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Category</th><th>Examples</th><th>Typical Duration</th></tr></thead><tbody><tr><td>Electrical</td><td>Wiring, switch repair, fan installation, MCB replacement</td><td>1–4 hours</td></tr><tr><td>Plumbing</td><td>Leak repair, tap replacement, drainage, geyser install</td><td>1–3 hours</td></tr><tr><td>Carpentry</td><td>Furniture assembly, door repair, shelf installation</td><td>2–6 hours</td></tr><tr><td>Cleaning</td><td>Deep cleaning, sofa cleaning, bathroom sanitization</td><td>2–5 hours</td></tr><tr><td>Appliance Repair</td><td>AC, washing machine, refrigerator, microwave repair</td><td>1–3 hours</td></tr></tbody></table></div><p>Service availability varies by city. Check gletra.com/services for coverage in your area.</p>', 'policies/sections/service-booking-policy-service-categories-and-coverage-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(910, 24, 'Booking Process', '<ol class=\"mb-3\"><li>Select service category and describe the issue or requirement</li><li>Choose preferred date and time slot from available provider schedules</li><li>Review estimated price range and confirm booking with payment authorization</li><li>Receive instant confirmation; provider details shared 2 hours before appointment</li><li>Provider arrives, assesses scope, confirms final price before work begins</li><li>Mark service complete in app and rate the provider after job completion</li></ol>', 'policies/sections/service-booking-policy-booking-process-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(911, 24, 'Pricing and Payment', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Estimate vs. Final Price</h4><p>Booking screen shows an estimated price range based on service type and description. Provider confirms final price after on-site inspection. Additional parts, materials, or extended labor require customer approval before proceeding.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Payment Options</h4><ul class=\"mb-3\"><li>Full prepayment at booking (preferred; unlocks Gletra Guarantee)</li><li>Partial prepayment with balance on completion via Gletra app</li><li>Gletra Wallet, UPI, cards accepted; cash only where explicitly indicated</li></ul>', 'policies/sections/service-booking-policy-pricing-and-payment-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(912, 24, 'Provider Assignment and Communication', '<p>Providers are assigned based on proximity, availability, rating, and skill match. Customers may view provider profile, ratings, and verified credentials before appointment.</p><p>Pre-service communication via Gletra Chat and calls is encouraged for sharing access instructions, parking details, and scope clarification. Do not share payment credentials or move communication off-platform.</p>', 'policies/sections/service-booking-policy-provider-assignment-and-communication-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(913, 24, 'Rescheduling and Cancellation', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Action</th><th>Timing</th><th>Fee / Refund</th></tr></thead><tbody><tr><td>Customer cancellation</td><td>&gt;24 hours before</td><td>Full refund</td></tr><tr><td>Customer cancellation</td><td>12–24 hours before</td><td>25% cancellation fee</td></tr><tr><td>Customer cancellation</td><td>&lt;12 hours before</td><td>50% cancellation fee</td></tr><tr><td>Customer no-show</td><td>Provider waits 30 min</td><td>No refund</td></tr><tr><td>Free reschedule</td><td>&gt;12 hours before</td><td>One free per booking</td></tr><tr><td>Provider cancellation</td><td>Any time</td><td>Full refund + rebooking priority</td></tr></tbody></table></div>', 'policies/sections/service-booking-policy-rescheduling-and-cancellation-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(914, 24, 'Service Completion and Provider Payout', '<p>Customer marks \"Service Complete\" in app or auto-completion occurs 48 hours after scheduled end time if no dispute filed. Provider payout released T+1 after completion per Seller Withdrawal Policy.</p><p>Disputes filed within 24 hours of completion hold provider payout until resolution.</p>', 'policies/sections/service-booking-policy-service-completion-and-provider-payout-section-800x400.svg', 'highlight', 6, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(915, 24, 'Customer Responsibilities', '<ul class=\"mb-3\"><li>Provide accurate address with landmarks and working phone number</li><li>Ensure safe access to service area; secure pets</li><li>Adult (18+) present during in-home services</li><li>Disclose known hazards (electrical issues, asbestos, structural concerns)</li><li>Approve additional charges before provider procures parts or extends scope</li></ul>', 'policies/sections/service-booking-policy-customer-responsibilities-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(916, 24, 'Provider Responsibilities', '<ul class=\"mb-3\"><li>Arrive within 15-minute window of scheduled time; notify delays via app</li><li>Display Gletra provider ID and wear identification badge</li><li>Provide upfront pricing before starting work</li><li>Use professional tools and follow safety standards</li><li>Clean work area and dispose of debris per customer agreement</li><li>Do not solicit off-platform payment or future bookings bypassing Gletra</li></ul>', 'policies/sections/service-booking-policy-provider-responsibilities-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(917, 24, 'Disputes and Quality Issues', '<p>File service disputes within 7 days via My Bookings &gt; Report Issue. Include photos, description, and chat records. Gletra mediates and may issue partial refunds, free re-service, or full refunds based on evidence.</p>', 'policies/sections/service-booking-policy-disputes-and-quality-issues-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(918, 24, 'Recurring and Subscription Services', '<p>Gletra offers recurring bookings for cleaning and maintenance services. Subscriptions auto-renew unless cancelled 48 hours before next scheduled visit. Subscription pricing locked for 3-month minimum term.</p>', 'policies/sections/service-booking-policy-recurring-and-subscription-services-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(919, 25, 'Gletra Guarantee — Marketplace', '<p>You are protected when:</p><ul class=\"mb-3\"><li>Item not delivered within promised timeframe (or at all)</li><li>Item significantly not as described in listing</li><li>Item is counterfeit or materially different from photos</li><li>Wrong item received and seller unresponsive</li><li>Item arrives damaged due to shipping (with photo evidence)</li></ul><p>File a claim within 30 days of expected or actual delivery date via My Orders &gt; Get Help &gt; Gletra Guarantee.</p>', 'policies/sections/customer-protection-policy-gletra-guarantee-marketplace-section-800x400.svg', 'highlight', 1, 1, '2026-06-19 06:52:14', '2026-06-19 06:52:14'),
(920, 25, 'Gletra Guarantee — Home Services', '<ul class=\"mb-3\"><li>Provider no-show after confirmed booking</li><li>Service not performed or abandoned mid-job</li><li>Work quality materially below professional standards (with evidence)</li><li>Damage to property caused by provider during service</li><li>Overcharging beyond approved quote</li></ul><p>File within 7 days of scheduled service date via My Bookings &gt; Report Issue.</p>', 'policies/sections/customer-protection-policy-gletra-guarantee-home-services-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(921, 25, 'Coverage Limits', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Transaction Type</th><th>Max Protection</th><th>Claim Window</th></tr></thead><tbody><tr><td>Standard product order</td><td>Full order value up to ₹1,00,000</td><td>30 days from delivery</td></tr><tr><td>High-value order (&gt;₹1,00,000)</td><td>Full value; enhanced review</td><td>30 days; may require additional verification</td></tr><tr><td>Home service booking</td><td>Full booking value up to ₹50,000</td><td>7 days from service date</td></tr><tr><td>Wallet transaction (fraud)</td><td>Full unauthorized amount</td><td>24 hours from discovery</td></tr></tbody></table></div>', 'policies/sections/customer-protection-policy-coverage-limits-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(922, 25, 'Exclusions', '<p>Customer Protection does not cover:</p><ul class=\"mb-3\"><li>Off-platform payments or bookings arranged outside Gletra</li><li>Buyer\'s remorse or change of mind (see Return Policy instead)</li><li>Items damaged by buyer after delivery</li><li>Services where customer approved final work and marked complete</li><li>Digital goods after download or access granted</li><li>Perishable goods after delivery acceptance</li><li>Claims filed outside applicable time windows</li></ul>', 'policies/sections/customer-protection-policy-exclusions-section-800x400.svg', 'notice', 4, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(923, 25, 'Filing a Protection Claim', '<ol class=\"mb-3\"><li>Navigate to My Orders or My Bookings and select the transaction</li><li>Choose issue type and provide detailed description</li><li>Upload supporting evidence: photos, videos, chat screenshots</li><li>Submit claim; receive acknowledgment within 24 hours</li><li>Cooperate with investigation; respond to requests within 72 hours</li><li>Receive decision notification with refund or resolution details</li></ol>', 'policies/sections/customer-protection-policy-filing-a-protection-claim-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(924, 25, 'Investigation and Resolution Timeline', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Stage</th><th>Timeline</th><th>Action</th></tr></thead><tbody><tr><td>Acknowledgment</td><td>24 hours</td><td>Claim ID assigned; initial review</td></tr><tr><td>Seller/provider response</td><td>72 hours</td><td>Other party may submit counter-evidence</td></tr><tr><td>Gletra decision</td><td>7 business days (standard)</td><td>Refund, replacement, or rejection with reason</td></tr><tr><td>Appeal</td><td>5 days from decision</td><td>One appeal with new evidence</td></tr></tbody></table></div>', 'policies/sections/customer-protection-policy-investigation-and-resolution-timeline-section-800x400.svg', 'highlight', 6, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(925, 25, 'Fraud Protection', '<p>Gletra monitors transactions for fraud using machine learning, device fingerprinting, and behavioral analysis. Suspicious orders may be held for verification. Buyers are never liable for verified unauthorized wallet or card transactions reported within 24 hours.</p><p>Report suspected fraud immediately: fraud@gletra.com or Account Settings &gt; Security &gt; Report Unauthorized Activity.</p>', 'policies/sections/customer-protection-policy-fraud-protection-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(926, 25, 'Chat and Call Safety in Disputes', '<p>Gletra may review chat messages and call metadata related to disputed transactions. Users who attempt to manipulate outcomes through false claims, collusion, or evidence fabrication forfeit protection eligibility and face account termination.</p>', 'policies/sections/customer-protection-policy-chat-and-call-safety-in-disputes-section-800x400.svg', 'notice', 8, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(927, 25, 'Compensation Beyond Refund', '<p>In exceptional cases — significant inconvenience, repeat seller failures, or service failures — Gletra may offer additional wallet credit at its discretion. This is not guaranteed and does not set precedent.</p>', 'policies/sections/customer-protection-policy-compensation-beyond-refund-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(928, 25, 'Contact', '<p>Customer Protection team: protection@gletra.com. Live chat in app 8 AM–10 PM IST. Emergency safety issues: use in-app Emergency button during active home service bookings.</p>', 'policies/sections/customer-protection-policy-contact-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:15', '2026-06-19 06:52:15'),
(929, 26, 'Account and Digital Safety', '<ul class=\"mb-3\"><li>Use a strong, unique password and enable two-factor authentication</li><li>Never share OTPs, passwords, UPI PINs, or CVV codes with anyone</li><li>Gletra staff will never ask for your password or OTP via chat or call</li><li>Log out on shared devices; review active sessions in Account Settings</li><li>Verify gletra.com URL; beware of phishing sites mimicking Gletra</li></ul>', 'policies/sections/safety-guidelines-account-and-digital-safety-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(930, 26, 'Safe Shopping Practices', '<ol class=\"mb-3\"><li>Check seller ratings, review count, and response time before purchasing</li><li>Read product descriptions carefully; verify return eligibility</li><li>Use Gletra checkout only — never pay sellers directly via UPI or bank transfer</li><li>Inspect high-value items at delivery; report damage before accepting</li><li>Keep order confirmations and chat records until transaction is fully resolved</li></ol>', 'policies/sections/safety-guidelines-safe-shopping-practices-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(931, 26, 'Chat and Communication Safety', '<p>Gletra Chat is for transaction-related communication. Safety rules:</p><ul class=\"mb-3\"><li>Do not share Aadhaar, PAN, full card numbers, or home security details unnecessarily</li><li>Block and report users who send harassment, threats, or inappropriate content</li><li>Be cautious of links sent in chat; verify they point to gletra.com domains</li><li>Report requests to move conversation to personal WhatsApp for payment</li></ul>', 'policies/sections/safety-guidelines-chat-and-communication-safety-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(932, 26, 'Voice and Video Call Safety', '<ul class=\"mb-3\"><li>Use Gletra in-app calling rather than sharing personal phone numbers when possible</li><li>Do not share screen showing sensitive financial or identity documents</li><li>End calls immediately if the other party behaves inappropriately; report via call log</li><li>Recording calls without all-party consent may violate local law — do not record without consent</li></ul>', 'policies/sections/safety-guidelines-voice-and-video-call-safety-section-800x400.svg', 'content', 4, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(933, 26, 'In-Home Service Safety', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Before the Appointment</h4><ul class=\"mb-3\"><li>Verify provider identity matches Gletra app profile and ID badge</li><li>Share appointment details with a trusted contact</li><li>Secure valuables and restrict access to sensitive areas</li><li>Ensure an adult (18+) will be present throughout the service</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">During the Service</h4><ul class=\"mb-3\"><li>Maintain visibility of the provider\'s work area</li><li>Do not leave provider alone in home unless necessary and trusted</li><li>Use in-app Emergency button for immediate safety concerns</li><li>Decline requests to pay in cash if you prepaid through Gletra</li></ul>', 'policies/sections/safety-guidelines-in-home-service-safety-section-800x400.svg', 'highlight', 5, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(934, 26, 'Local Pickup and Meeting Safety', '<p>For local pickup orders or buyer-seller meetings:</p><ul class=\"mb-3\"><li>Meet in public, well-lit locations during daytime hours</li><li>Bring a companion when possible</li><li>Inspect items before completing payment</li><li>Do not invite strangers to your home except for verified Gletra service bookings</li></ul>', 'policies/sections/safety-guidelines-local-pickup-and-meeting-safety-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(935, 26, 'Recognizing Scams', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Scam Type</th><th>Warning Signs</th><th>Action</th></tr></thead><tbody><tr><td>Fake Gletra support</td><td>Unsolicited call asking for OTP or remote access</td><td>Hang up; contact support@gletra.com only</td></tr><tr><td>Payment redirect</td><td>Seller asks to pay via personal UPI</td><td>Refuse; report seller</td></tr><tr><td>Phishing link</td><td>Chat link to non-gletra.com login page</td><td>Do not click; report message</td></tr><tr><td>Too-good-to-be-true listing</td><td>Premium product at 90% discount</td><td>Verify seller; use Customer Protection</td></tr></tbody></table></div>', 'policies/sections/safety-guidelines-recognizing-scams-section-800x400.svg', 'notice', 7, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(936, 26, 'Reporting Safety Issues', '<p>Report via: in-app Report button (chat, calls, orders, bookings), safety@gletra.com, or Emergency button during active home services. Gletra Safety Team responds to emergency reports within 15 minutes 24/7.</p>', 'policies/sections/safety-guidelines-reporting-safety-issues-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(937, 26, 'Children and Vulnerable Users', '<p>Gletra is not intended for users under 18. Parents should supervise minors\' internet use. Vulnerable users should arrange for a trusted adult during in-home services and high-value transactions.</p>', 'policies/sections/safety-guidelines-children-and-vulnerable-users-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(938, 26, 'Seller and Provider Safety', '<p>Sellers and service providers should: verify buyer identity for high-value orders, avoid sharing personal contact details unnecessarily, report threatening buyer behavior, and use Gletra\'s documented channels for all communication to maintain evidence for disputes.</p>', 'policies/sections/safety-guidelines-seller-and-provider-safety-section-800x400.svg', 'highlight', 10, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(939, 27, 'Absolutely Prohibited Items', '<p>The following categories are strictly banned on Gletra:</p><ul class=\"mb-3\"><li>Weapons, firearms, ammunition, explosives, and weapon components</li><li>Illegal drugs, controlled substances, and drug paraphernalia</li><li>Counterfeit goods, unauthorized replicas, and fake branded products</li><li>Stolen property and items without clear legal title</li><li>Human remains, organs, body parts, and related materials</li><li>Unauthorized prescription medications and unapproved medical devices</li><li>Child exploitation material and content sexualizing minors</li><li>Hate propaganda, extremist materials, and discriminatory content</li><li>Wildlife products from endangered species (ivory, rhino horn, etc.)</li><li>Currency, counterfeit money, and unauthorized financial instruments</li></ul>', 'policies/sections/prohibited-items-policy-absolutely-prohibited-items-section-800x400.svg', 'notice', 1, 1, '2026-06-19 06:52:16', '2026-06-19 06:52:16'),
(940, 27, 'Prohibited Services', '<ul class=\"mb-3\"><li>Unlicensed medical, dental, or surgical procedures</li><li>Illegal gambling, betting, and lottery services</li><li>Escort, adult entertainment, and sexual services</li><li>Unlicensed financial advisory, crypto mining, or Ponzi schemes</li><li>Services requiring licenses the provider does not hold (certain electrical/plumbing work above permitted scope)</li><li>Surveillance equipment for illegal interception</li></ul>', 'policies/sections/prohibited-items-policy-prohibited-services-section-800x400.svg', 'notice', 2, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(941, 27, 'Restricted Items Requiring Approval', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Category</th><th>Requirements</th><th>Approval Process</th></tr></thead><tbody><tr><td>Alcohol and beverages</td><td>Valid liquor license; age verification at delivery</td><td>compliance@gletra.com + license upload</td></tr><tr><td>Tobacco and vaping products</td><td>GST registration; age 21+ verification</td><td>Restricted category application</td></tr><tr><td>Adult products (legal category)</td><td>Age verification; no obscene imagery in listings</td><td>Category unlock request</td></tr><tr><td>Precious metals and gems</td><td>BIS hallmark; authenticity certificate</td><td>High-value seller verification</td></tr><tr><td>Agricultural chemicals and pesticides</td><td>Licensed dealer certificate</td><td>Document review</td></tr><tr><td>Medical equipment (non-prescription)</td><td>CDSCO compliance where applicable</td><td>Category application</td></tr></tbody></table></div>', 'policies/sections/prohibited-items-policy-restricted-items-requiring-approval-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(942, 27, 'Marketplace Listing Violations', '<p>Common listing violations beyond prohibited categories:</p><ul class=\"mb-3\"><li>Products with false safety certifications (fake ISI, BIS marks)</li><li>Items recalled by manufacturer or government authority</li><li>Products exceeding legal quantity limits (certain chemicals, batteries)</li><li>Listings designed to circumvent category restrictions (miscategorization)</li><li>Drop-shipped items from unauthorized sources</li></ul>', 'policies/sections/prohibited-items-policy-marketplace-listing-violations-section-800x400.svg', 'highlight', 4, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17');
INSERT INTO `policy_sections` (`id`, `policy_id`, `title`, `content`, `image`, `section_type`, `sort_order`, `status`, `created_at`, `updated_at`) VALUES
(943, 27, 'Home Services Restrictions', '<p>Gletra Home Services providers may not offer:</p><ul class=\"mb-3\"><li>Gas line modifications without valid gas fitter license</li><li>Structural demolition without municipal permits</li><li>Asbestos removal or hazardous material abatement</li><li>Pest control using banned chemical agents</li><li>Electrical work exceeding provider\'s verified license class</li></ul><p>Providers must accurately declare license scope during KYC registration.</p>', 'policies/sections/prohibited-items-policy-home-services-restrictions-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(944, 27, 'Chat and Communication Restrictions', '<p>Users may not use Gletra Chat or calls to offer, solicit, or facilitate sale of prohibited items or off-platform transactions involving restricted goods.</p>', 'policies/sections/prohibited-items-policy-chat-and-communication-restrictions-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(945, 27, 'Detection and Enforcement', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Violation Severity</th><th>First Offense</th><th>Repeat Offense</th></tr></thead><tbody><tr><td>Critical (weapons, drugs, CSAM)</td><td>Permanent ban; law enforcement referral</td><td>N/A</td></tr><tr><td>Major (counterfeit, stolen goods)</td><td>Permanent ban; wallet hold</td><td>N/A</td></tr><tr><td>Moderate (miscategorization, restricted without approval)</td><td>Listing removal; 7-day suspension</td><td>30-day or permanent ban</td></tr><tr><td>Minor (policy edge case)</td><td>Listing removal; warning</td><td>Escalating suspension</td></tr></tbody></table></div>', 'policies/sections/prohibited-items-policy-detection-and-enforcement-section-800x400.svg', 'legal_update', 7, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(946, 27, 'Reporting Prohibited Items', '<p>Report prohibited listings via product page \"Report\" button or compliance@gletra.com. Include listing URL, category concern, and supporting evidence. Gletra reviews reports within 24 hours for critical categories.</p>', 'policies/sections/prohibited-items-policy-reporting-prohibited-items-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(947, 27, 'Seller Responsibilities', '<p>Sellers must maintain current knowledge of prohibited items, verify product legality before listing, retain supplier documentation, and immediately remove listings for recalled or banned products upon notification.</p>', 'policies/sections/prohibited-items-policy-seller-responsibilities-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(948, 27, 'Policy Updates', '<p>This list is updated as laws change and new risk patterns emerge. Subscribe to Seller Panel announcements for policy updates. Last comprehensive review: annual cycle.</p>', 'policies/sections/prohibited-items-policy-policy-updates-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:17', '2026-06-19 06:52:17'),
(949, 28, 'Types of Disputes Covered', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Dispute Category</th><th>Examples</th><th>Filing Window</th></tr></thead><tbody><tr><td>Product — non-delivery</td><td>Item never arrived; tracking shows no delivery</td><td>30 days from expected delivery</td></tr><tr><td>Product — quality</td><td>Defective, damaged, not as described</td><td>30 days from delivery</td></tr><tr><td>Service — performance</td><td>Incomplete work, poor quality, scope disagreement</td><td>7 days from service date</td></tr><tr><td>Service — no-show</td><td>Provider did not arrive</td><td>24 hours from scheduled time</td></tr><tr><td>Payment — billing</td><td>Overcharge, duplicate charge, unauthorized transaction</td><td>24 hours–30 days by type</td></tr><tr><td>Communication — conduct</td><td>Harassment, threats via chat or calls</td><td>30 days from incident</td></tr></tbody></table></div>', 'policies/sections/dispute-resolution-policy-types-of-disputes-covered-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(950, 28, 'Pre-Dispute Requirements', '<ol class=\"mb-3\"><li>Attempt direct resolution via Gletra Chat or in-app call</li><li>Document the issue with photos, screenshots, and order/booking details</li><li>Review applicable policy (Return, Refund, Cancellation, Service Booking)</li><li>File formal dispute only after 48 hours without satisfactory seller/provider response (except emergencies)</li></ol>', 'policies/sections/dispute-resolution-policy-pre-dispute-requirements-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(951, 28, 'Filing a Dispute', '<p>Access Dispute Center from My Orders, My Bookings, or Account Settings &gt; Help &gt; Dispute Center.</p><ul class=\"mb-3\"><li>Select transaction and dispute category</li><li>Describe issue with specific details (dates, amounts, expectations vs. reality)</li><li>Upload evidence: photos, videos, chat exports, receipts</li><li>Specify desired resolution: full refund, partial refund, replacement, re-service</li><li>Submit; receive Dispute ID for tracking</li></ul>', 'policies/sections/dispute-resolution-policy-filing-a-dispute-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(952, 28, 'Mediation Process', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Phase</th><th>Timeline</th><th>Description</th></tr></thead><tbody><tr><td>Acknowledgment</td><td>24 hours</td><td>Dispute assigned to Gletra mediator</td></tr><tr><td>Seller/provider response</td><td>72 hours</td><td>Other party submits counter-evidence</td></tr><tr><td>Evidence review</td><td>2–5 business days</td><td>Mediator evaluates all submissions</td></tr><tr><td>Decision</td><td>7 business days total (standard)</td><td>Binding platform decision issued</td></tr><tr><td>Appeal</td><td>5 days from decision</td><td>One appeal with new material evidence</td></tr></tbody></table></div>', 'policies/sections/dispute-resolution-policy-mediation-process-section-800x400.svg', 'highlight', 4, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(953, 28, 'Evidence Standards', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Accepted Evidence</h4><ul class=\"mb-3\"><li>Gletra order/booking records</li><li>In-app chat messages</li><li>Delivery tracking data</li><li>Timestamped photos/videos</li><li>Call logs (metadata from Gletra system)</li></ul><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Limited Weight Evidence</h4><ul class=\"mb-3\"><li>Off-platform WhatsApp messages (unless corroborated)</li><li>Unverified third-party statements</li><li>Evidence created after dispute filing without prior documentation</li></ul>', 'policies/sections/dispute-resolution-policy-evidence-standards-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(954, 28, 'Possible Outcomes', '<ul class=\"mb-3\"><li>Full refund to original payment method or Gletra Wallet</li><li>Partial refund based on assessed damage or incomplete service</li><li>Replacement item shipped at seller expense</li><li>Free re-service by same or different provider</li><li>No refund — claim rejected with written reasoning</li><li>Account action against party found in violation (warning, suspension)</li></ul>', 'policies/sections/dispute-resolution-policy-possible-outcomes-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(955, 28, 'Financial Holds During Disputes', '<p>When a dispute is filed, seller or provider payouts for the disputed transaction are held until resolution. If refund is ordered, held amount is returned to buyer. If dispute is rejected, held amount is released to seller/provider.</p>', 'policies/sections/dispute-resolution-policy-financial-holds-during-disputes-section-800x400.svg', 'notice', 7, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(956, 28, 'Escalation and Arbitration', '<p>If appeal is denied or dispute involves amounts exceeding ₹5,00,000, either party may request binding arbitration per Gletra Terms & Conditions. Arbitration conducted in Bengaluru, Karnataka under Indian Arbitration and Conciliation Act. Small claims court remedies remain available where applicable.</p>', 'policies/sections/dispute-resolution-policy-escalation-and-arbitration-section-800x400.svg', 'legal_update', 8, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(957, 28, 'Abuse of Dispute Process', '<p>Frivolous, fraudulent, or repetitive disputes filed to harass sellers or obtain unjustified refunds result in loss of Customer Protection eligibility, account restrictions, and potential legal action for fraud.</p>', 'policies/sections/dispute-resolution-policy-abuse-of-dispute-process-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(958, 28, 'Contact', '<p>Dispute Center in app. Email: disputes@gletra.com with Dispute ID. Response within 24 hours for acknowledgment.</p>', 'policies/sections/dispute-resolution-policy-contact-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:18', '2026-06-19 06:52:18'),
(959, 29, 'Regulatory Framework', '<p>Gletra\'s AML program addresses requirements under:</p><ul class=\"mb-3\"><li>Prevention of Money Laundering Act, 2002 (PMLA) and amendments</li><li>RBI Master Direction on Prepaid Payment Instruments</li><li>FEMA regulations for cross-border transactions where applicable</li><li>IT Act provisions on intermediary due diligence</li><li>Sanctions lists issued by UN, OFAC, and Indian government</li></ul>', 'policies/sections/aml-policy-regulatory-framework-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(960, 29, 'Customer Due Diligence (CDD)', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>User Category</th><th>CDD Requirement</th><th>Trigger</th></tr></thead><tbody><tr><td>All sellers</td><td>Full KYC + business verification</td><td>Registration</td></tr><tr><td>Service providers</td><td>Individual KYC + background check</td><td>Registration</td></tr><tr><td>Wallet users (withdrawal)</td><td>Individual KYC + bank verification</td><td>First withdrawal</td></tr><tr><td>High-value buyers</td><td>Enhanced verification</td><td>Single transaction &gt; ₹2,00,000</td></tr><tr><td>All users</td><td>Ongoing monitoring</td><td>Continuous automated screening</td></tr></tbody></table></div>', 'policies/sections/aml-policy-customer-due-diligence-cdd-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(961, 29, 'Enhanced Due Diligence (EDD)', '<p>EDD applies to: politically exposed persons (PEPs), users from high-risk jurisdictions, accounts with unusual transaction patterns, sellers in high-risk categories (precious metals, electronics), and any account flagged by automated risk scoring.</p><p>EDD measures include senior management approval, source of funds documentation, increased monitoring frequency, and transaction limits.</p>', 'policies/sections/aml-policy-enhanced-due-diligence-edd-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(962, 29, 'Transaction Monitoring', '<p>Gletra employs automated systems monitoring for:</p><ul class=\"mb-3\"><li>Structuring: multiple transactions just below reporting thresholds</li><li>Rapid wallet top-up and immediate withdrawal cycles</li><li>Unusual seller payout patterns inconsistent with sales history</li><li>High refund rates combined with new account activity</li><li>Cross-border payment anomalies</li><li>Matches against sanctions and PEP databases</li></ul><p>Flagged transactions are reviewed by the Compliance Team within 24 hours.</p>', 'policies/sections/aml-policy-transaction-monitoring-section-800x400.svg', 'highlight', 4, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(963, 29, 'Suspicious Activity Reporting (SAR)', '<p>When Gletra identifies suspicious activity that may indicate money laundering or terrorist financing, we file Suspicious Transaction Reports (STRs) with FIU-IND as required by law. Users are not notified of SAR filings where notification is prohibited.</p><p>Indicators include: inability to explain source of funds, reluctance to provide KYC documents, transactions with no apparent economic purpose, and use of multiple accounts to obscure identity.</p>', 'policies/sections/aml-policy-suspicious-activity-reporting-sar-section-800x400.svg', 'notice', 5, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(964, 29, 'Prohibited Activities', '<ul class=\"mb-3\"><li>Using Gletra to launder proceeds of crime</li><li>Structuring transactions to avoid reporting thresholds</li><li>Using stolen payment instruments or compromised accounts</li><li>Shell seller accounts for pass-through transactions</li><li>Off-platform payment schemes to obscure transaction trails</li><li>Transactions involving sanctioned individuals or entities</li></ul>', 'policies/sections/aml-policy-prohibited-activities-section-800x400.svg', 'legal_update', 6, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(965, 29, 'Record Keeping', '<p>Gletra maintains transaction records, KYC documents, and compliance reports for a minimum of 7 years from account closure or last transaction, whichever is later. Records are stored securely and made available to regulators upon lawful request.</p>', 'policies/sections/aml-policy-record-keeping-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(966, 29, 'Employee Training and Governance', '<p>Gletra\'s Compliance Officer oversees the AML program. All employees handling financial transactions, KYC review, or seller onboarding receive annual AML training. The program is audited internally every 12 months and by external auditors biennially.</p>', 'policies/sections/aml-policy-employee-training-and-governance-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(967, 29, 'Sanctions Screening', '<p>All users are screened against UN Security Council sanctions lists, OFAC SDN list, and Indian Ministry of Home Affairs proscribed entity lists at onboarding and continuously thereafter. Matches result in account blocking and regulatory reporting.</p>', 'policies/sections/aml-policy-sanctions-screening-section-800x400.svg', 'highlight', 9, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(968, 29, 'User Cooperation and Contact', '<p>Users must provide accurate information and respond to compliance inquiries within 7 days. Non-cooperation results in account restriction. AML inquiries: compliance@gletra.com. Compliance Officer: aml-officer@gletra.com.</p>', 'policies/sections/aml-policy-user-cooperation-and-contact-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:19', '2026-06-19 06:52:19'),
(969, 30, 'Data Controller Information', '<p><strong>Data Controller:</strong> Gletra Technologies Pvt. Ltd., 42 Brigade Tech Park, Whitefield, Bengaluru, Karnataka 560066, India.</p><p><strong>EU Representative:</strong> Where required, Gletra appoints an EU representative accessible at dpo@gletra.com for EEA data subject inquiries.</p><p><strong>Data Protection Officer:</strong> dpo@gletra.com</p>', 'policies/sections/gdpr-compliance-data-controller-information-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(970, 30, 'Legal Bases for Processing', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Processing Activity</th><th>Legal Basis</th><th>GDPR Article</th></tr></thead><tbody><tr><td>Account creation and order fulfillment</td><td>Contract performance</td><td>Art. 6(1)(b)</td></tr><tr><td>KYC and AML compliance</td><td>Legal obligation</td><td>Art. 6(1)(c)</td></tr><tr><td>Fraud prevention and platform security</td><td>Legitimate interests</td><td>Art. 6(1)(f)</td></tr><tr><td>Marketing communications</td><td>Consent</td><td>Art. 6(1)(a)</td></tr><tr><td>Chat and call metadata storage</td><td>Legitimate interests / Contract</td><td>Art. 6(1)(f)/(b)</td></tr><tr><td>Analytics and product improvement</td><td>Legitimate interests (with opt-out)</td><td>Art. 6(1)(f)</td></tr></tbody></table></div>', 'policies/sections/gdpr-compliance-legal-bases-for-processing-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(971, 30, 'Personal Data Categories Processed', '<ul class=\"mb-3\"><li>Identity data: name, email, phone, date of birth, government ID (KYC)</li><li>Transaction data: orders, bookings, payments, wallet activity</li><li>Communication data: chat messages, call metadata, support tickets</li><li>Technical data: IP address, device ID, browser type, cookies</li><li>Location data: delivery address, service location (with consent for GPS)</li><li>Profile data: preferences, reviews, seller/service provider credentials</li></ul>', 'policies/sections/gdpr-compliance-personal-data-categories-processed-section-800x400.svg', 'content', 3, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(972, 30, 'Your GDPR Rights', '<h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right of Access (Art. 15)</h4><p>Request a copy of personal data Gletra holds about you.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Rectification (Art. 16)</h4><p>Correct inaccurate personal data via Account Settings or dpo@gletra.com.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Erasure (Art. 17)</h4><p>Request deletion where no legal retention obligation exists.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Restriction (Art. 18)</h4><p>Limit processing during dispute resolution or objection review.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Data Portability (Art. 20)</h4><p>Receive your data in structured, machine-readable format.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Object (Art. 21)</h4><p>Object to processing based on legitimate interests or for direct marketing.</p><h4 class=\"h6 fw-bold mt-3 mb-2 text-dark\">Right to Withdraw Consent (Art. 7)</h4><p>Withdraw marketing consent anytime via Account Settings without affecting prior lawful processing.</p>', 'policies/sections/gdpr-compliance-your-gdpr-rights-section-800x400.svg', 'highlight', 4, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(973, 30, 'Exercising Your Rights', '<p>Submit requests to dpo@gletra.com with subject \"GDPR Data Subject Request.\" Include account email and request type. Gletra responds within 30 days (extendable by 60 days for complex requests with notice). Identity verification required before disclosure.</p>', 'policies/sections/gdpr-compliance-exercising-your-rights-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(974, 30, 'International Data Transfers', '<p>Personal data of EEA/UK users may be transferred to India and other countries where Gletra or its processors operate. Transfers are protected by:</p><ul class=\"mb-3\"><li>Standard Contractual Clauses (SCCs) approved by European Commission</li><li>UK International Data Transfer Agreement where applicable</li><li>Adequacy decisions where recognized by relevant authorities</li><li>Supplementary measures including encryption and access controls</li></ul>', 'policies/sections/gdpr-compliance-international-data-transfers-section-800x400.svg', 'notice', 6, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(975, 30, 'Data Processors and Sub-Processors', '<p>Gletra engages vetted processors for payment processing, cloud hosting, KYC verification, email delivery, and analytics. All processors are bound by Data Processing Agreements requiring GDPR-equivalent protections. Sub-processor list available on request from dpo@gletra.com.</p>', 'policies/sections/gdpr-compliance-data-processors-and-sub-processors-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(976, 30, 'Data Retention for EEA/UK Users', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Data Category</th><th>Retention Period</th><th>Basis</th></tr></thead><tbody><tr><td>Account profile</td><td>Account lifetime + 2 years</td><td>Contract / legal claims</td></tr><tr><td>Transaction records</td><td>7 years</td><td>Tax and AML legal obligation</td></tr><tr><td>Chat messages</td><td>3 years from last activity</td><td>Dispute resolution legitimate interest</td></tr><tr><td>Marketing consent records</td><td>Duration of consent + 3 years</td><td>Legal obligation to demonstrate consent</td></tr><tr><td>KYC documents</td><td>7 years after account closure</td><td>AML legal obligation</td></tr></tbody></table></div>', 'policies/sections/gdpr-compliance-data-retention-for-eeauk-users-section-800x400.svg', 'content', 8, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(977, 30, 'Automated Decision-Making', '<p>Gletra uses automated systems for fraud scoring, product recommendations, and search ranking. These do not produce legal or similarly significant effects without human review. You may request human review of automated fraud holds by contacting dpo@gletra.com.</p>', 'policies/sections/gdpr-compliance-automated-decision-making-section-800x400.svg', 'notice', 9, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(978, 30, 'Complaints and Supervisory Authority', '<p>You have the right to lodge a complaint with your local data protection supervisory authority. Gletra encourages contacting our DPO first at dpo@gletra.com to resolve concerns. List of EU supervisory authorities: edpb.europa.eu.</p>', 'policies/sections/gdpr-compliance-complaints-and-supervisory-authority-section-800x400.svg', 'legal_update', 10, 1, '2026-06-19 06:52:20', '2026-06-19 06:52:20'),
(979, 31, 'Company Information', '<p><strong>Legal Name:</strong> Gletra Technologies Pvt. Ltd.</p><p><strong>Registered Office:</strong><br>42, Brigade Tech Park, 1st Floor, Whitefield Main Road,<br>Whitefield, Bengaluru, Karnataka 560066, India</p><p><strong>Corporate Identity Number (CIN):</strong> U72900KA2021PTC145678</p><p><strong>GSTIN:</strong> 29AABCG1234F1Z5</p><p><strong>Website:</strong> https://www.gletra.com</p>', 'policies/sections/contact-legal-company-information-section-800x400.svg', 'content', 1, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(980, 31, 'Department Contact Channels', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Department</th><th>Email</th><th>Purpose</th></tr></thead><tbody><tr><td>General Support</td><td>support@gletra.com</td><td>Orders, bookings, refunds, account help</td></tr><tr><td>Legal</td><td>legal@gletra.com</td><td>Legal notices, contracts, litigation</td></tr><tr><td>Privacy / DPO</td><td>dpo@gletra.com</td><td>GDPR requests, privacy inquiries</td></tr><tr><td>Copyright</td><td>copyright@gletra.com</td><td>IP infringement notices</td></tr><tr><td>Compliance / AML</td><td>compliance@gletra.com</td><td>AML inquiries, regulatory correspondence</td></tr><tr><td>KYC</td><td>kyc@gletra.com</td><td>Identity verification support</td></tr><tr><td>Payments</td><td>payments@gletra.com</td><td>Payment and settlement issues</td></tr><tr><td>Wallet</td><td>wallet@gletra.com</td><td>Wallet balance and withdrawal</td></tr><tr><td>Safety</td><td>safety@gletra.com</td><td>Safety reports and emergencies</td></tr><tr><td>Fraud</td><td>fraud@gletra.com</td><td>Fraud and unauthorized activity</td></tr><tr><td>Disputes</td><td>disputes@gletra.com</td><td>Formal dispute escalation</td></tr><tr><td>Seller Support</td><td>seller-support@gletra.com</td><td>Seller panel and settlements</td></tr><tr><td>Abuse</td><td>abuse@gletra.com</td><td>Spam, harassment, platform abuse</td></tr></tbody></table></div>', 'policies/sections/contact-legal-department-contact-channels-section-800x400.svg', 'highlight', 2, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(981, 31, 'Grievance Officer (IT Rules 2021)', '<p><strong>Name:</strong> Ms. Priya Sharma, Grievance Officer</p><p><strong>Email:</strong> grievance@gletra.com</p><p><strong>Address:</strong> Gletra Technologies Pvt. Ltd., 42 Brigade Tech Park, Whitefield, Bengaluru 560066, India</p><p>The Grievance Officer acknowledges complaints within 24 hours and aims to resolve them within 15 days. For content-related grievances under IT Rules 2021, include the content URL and nature of complaint.</p>', 'policies/sections/contact-legal-grievance-officer-it-rules-2021-section-800x400.svg', 'notice', 3, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(982, 31, 'Legal Notices and Service of Process', '<p>Legal notices, court orders, and service of process must be delivered to:</p><ol class=\"mb-3\"><li>Registered Office (registered post or courier with acknowledgment)</li><li>Electronic copy to legal@gletra.com (PDF format with sender verification)</li></ol><p>Gletra does not accept legal service via social media, chat, or general support email without \"Legal Notice\" designation.</p>', 'policies/sections/contact-legal-legal-notices-and-service-of-process-section-800x400.svg', 'legal_update', 4, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(983, 31, 'Regulatory and Law Enforcement', '<p>Law enforcement and regulatory agencies may contact compliance@gletra.com with official credentials and legal authority documentation. Gletra responds to lawful requests in accordance with applicable law and our Law Enforcement Guidelines.</p>', 'policies/sections/contact-legal-regulatory-and-law-enforcement-section-800x400.svg', 'content', 5, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(984, 31, 'Media and Press Inquiries', '<p>Media inquiries: press@gletra.com. Gletra\'s communications team responds to verified media requests within 2 business days.</p>', 'policies/sections/contact-legal-media-and-press-inquiries-section-800x400.svg', 'content', 6, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(985, 31, 'Business and Partnership Inquiries', '<p>Enterprise sellers, brand partnerships, and API integrations: partner-support@gletra.com or visit gletra.com/partners.</p>', 'policies/sections/contact-legal-business-and-partnership-inquiries-section-800x400.svg', 'content', 7, 1, '2026-06-19 06:52:21', '2026-06-19 06:52:21'),
(986, 31, 'Office Hours and Support Availability', '<div class=\"table-responsive mb-3\"><table class=\"table table-bordered table-sm\"><thead class=\"table-light\"><tr><th>Channel</th><th>Hours (IST)</th><th>Languages</th></tr></thead><tbody><tr><td>Live chat (in-app)</td><td>8:00 AM – 10:00 PM daily</td><td>English, Hindi</td></tr><tr><td>Email support</td><td>24/7 intake; response 8 AM–10 PM</td><td>English, Hindi</td></tr><tr><td>Emergency safety (home services)</td><td>24/7</td><td>English, Hindi</td></tr><tr><td>Legal / compliance email</td><td>Business days; 24/7 intake</td><td>English</td></tr></tbody></table></div>', 'policies/sections/contact-legal-office-hours-and-support-availability-section-800x400.svg', 'highlight', 8, 1, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(987, 31, 'Accessibility', '<p>Gletra is committed to digital accessibility. Report accessibility barriers to accessibility@gletra.com.</p>', 'policies/sections/contact-legal-accessibility-section-800x400.svg', 'content', 9, 1, '2026-06-19 06:52:22', '2026-06-19 06:52:22'),
(988, 31, 'Policy Document Index', '<p>All Gletra policies are available at gletra.com/legal. Key documents include Privacy Policy, Terms & Conditions, Payment Terms, Wallet Policy, KYC Verification Policy, Customer Protection Policy, and this Contact & Legal Information page.</p>', 'policies/sections/contact-legal-policy-document-index-section-800x400.svg', 'content', 10, 1, '2026-06-19 06:52:22', '2026-06-19 06:52:22');

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