How Buyers, Vendors and other users can submit, track, investigate and resolve complaints on Go Dokan.

GO DOKAN PRIVATE LIMITED
FINAL MASTER • PUBLIC / CONTRACTUAL DOCUMENT

Document Owner: Operations, Customer Support & Legal Compliance
Version: 1.0
Effective Date: 23 August 2026
Applies To: Buyers, Vendors, users, customers and other persons using the Go Dokan Platform

Corporate Disclosure: Go Dokan Private Limited, Registration No. 385549/82/83, PAN/VAT 623548660, registered office at Kathmandu Metropolitan City-23, Dharmapath, Kathmandu, Nepal.

1. Purpose

Go Dokan aims to provide a clear and accessible process for receiving, reviewing and resolving complaints relating to the Platform, Products, Vendors, Orders, payments, delivery, returns, refunds, warranties, advertisements and other marketplace activities.

This Complaint Handling Policy explains:

What is a complaint
Who can submit a complaint
How to submit a complaint
What information should be provided
How complaints are registered
Complaint IDs and acknowledgements
Investigation procedures
Evidence requirements
Response timelines
Escalation
Urgent complaints
Vendor responsibilities
Buyer responsibilities
Refund and remedy processes
Privacy and confidentiality
Complaint records
Abuse of the complaint process
Grievance contact details

This Policy should be read together with the applicable Go Dokan Terms, Buyer Terms, Vendor Marketplace Agreement and other Platform policies.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction regarding a Product, service, transaction, Vendor, Buyer interaction, Platform activity or other matter connected with Go Dokan where the person expects the matter to be reviewed or resolved.

Examples include:

Wrong Product received
Damaged Product
Missing Product or accessory
Defective Product
Product not matching its description
Delivery delay
Failed delivery
Incorrect delivery status
Return or refund issue
Warranty issue
Payment problem
Unauthorized payment request
Vendor misconduct
Misleading Product information
Counterfeit or suspected counterfeit Product
Prohibited Product
Intellectual property concern
Privacy or data concern
Advertisement complaint
Account problem
Fraud or suspected fraud
Safety concern
Marketplace policy violation

3. Who Can Submit a Complaint?

A complaint may be submitted by:

Buyers
Vendors
Authorized representatives
Rights holders
Customers
Other Platform users
Persons affected by a Go Dokan transaction or Platform activity

A representative may be asked to provide evidence of their authority to act on behalf of another person or organization.

4. Complaint Channels

Complaints may be submitted through available Go Dokan support channels, including:

In-app support
Website support
Email
Customer support
Written communication
Other channels officially provided by Go Dokan

For formal grievances, users may contact the designated Grievance Officer.

Support Email: support@godokan.com

Phone: +9779852002011 / +9779852002009

Grievance Email: gunaso@godokan.com

Grievance Phone: +9779852002007 / +9779852002011

5. Information to Include in a Complaint

To help Go Dokan investigate a complaint efficiently, the complainant should provide as much relevant information as possible.

Recommended information includes:

Full name
Contact number
Email address
User or Vendor account information where applicable
Order ID
Product ID
Vendor name
Delivery or tracking ID
Date of transaction
Description of the problem
Date the problem occurred
Amount paid where relevant
Requested resolution
Photographs
Videos
Screenshots
Payment evidence
Delivery evidence
Relevant communications
Other supporting documents

A complaint should contain enough information to identify the issue and the relevant transaction.

6. Complaint Registration

When Go Dokan receives a complaint, it may:

Record the complaint.
Create a Complaint ID where applicable.
Acknowledge receipt.
Identify the relevant Order, Product, Vendor or account.
Categorize the complaint.
Assign the matter to the appropriate team.
Request additional information where necessary.

The Complaint ID should be retained by the complainant for future communication.

7. Complaint Categories

Complaints may be categorized according to their subject.

7.1 Product Complaints

Examples:

Wrong Product
Defective Product
Damaged Product
Missing components
Misleading description
Suspected counterfeit

7.2 Delivery Complaints

Examples:

Delivery delay
Lost shipment
Incorrect delivery status
Failed delivery
Damaged package
Unauthorized recipient

7.3 Payment Complaints

Examples:

Payment failure
Duplicate payment
Incorrect payment amount
Refund not received
Unauthorized payment request

7.4 Vendor Complaints

Examples:

Misleading Product information
Unprofessional conduct
Unauthorized charges
Failure to cooperate with return or warranty
Suspected fraudulent activity

7.5 Account Complaints

Examples:

Account access issue
Incorrect account information
Unauthorized account activity
Account restriction concerns

7.6 Intellectual Property Complaints

Examples:

Copyright infringement
Trademark infringement
Counterfeit Products
Unauthorized use of brand materials

7.7 Safety Complaints

Examples:

Dangerous Product
Product safety concern
Fire or electrical hazard
Product recall
Unsafe packaging

Urgent safety concerns may receive priority handling.

8. Acknowledgement of Complaints

Go Dokan may acknowledge a complaint through:

Email
SMS
In-app notification
Phone
Other appropriate communication

The acknowledgement may include:

Complaint ID
Date received
General category
Next steps
Additional information required

An acknowledgement does not necessarily mean that Go Dokan has accepted the complainant's allegations.

9. Investigation

Go Dokan may investigate complaints by reviewing relevant information, including:

Order records
Product listings
Vendor information
Payment records
Delivery records
Tracking information
Proof of delivery
Return records
Refund records
Warranty records
Communications
Photographs
Videos
System logs
Account information
Documents submitted by the parties

The investigation process may vary according to the nature and urgency of the complaint.

10. Buyer Cooperation

A Buyer submitting a complaint should:

Provide accurate information
Provide relevant evidence
Respond to reasonable requests for information
Keep Products and packaging where necessary for inspection
Follow reasonable return instructions
Avoid altering evidence
Cooperate with delivery or Product investigations

Failure to provide requested information may affect the ability to investigate the complaint.

11. Vendor Cooperation

Vendors must cooperate with legitimate complaint investigations.

A Vendor may be required to provide:

Product information
Source documents
Purchase invoices
Product photographs
Serial numbers
Warranty information
Delivery records
Return information
Tax invoices
Communication records
Other relevant documentation

Failure to cooperate may result in Platform action under the Vendor Marketplace Agreement.

12. Evidence

Evidence may include:

Photographs
Videos
Screenshots
Invoices
Payment receipts
Order confirmations
Tracking records
Product serial numbers
Packaging
Product labels
Written communications
Emails
Chat records
Warranty documents
Other relevant records

Evidence should be genuine and must not be intentionally altered or fabricated.

13. Product Damage Complaints

For Products reported as damaged, Buyers should, where reasonably possible:

Photograph the package before opening.
Photograph visible damage.
Photograph the Product.
Photograph the shipping label.
Keep the original packaging.
Report the issue promptly.
Follow return or inspection instructions.

This information can help determine whether damage occurred before delivery, during transportation or after receipt.

14. Wrong Product Complaints

If a Buyer receives a Product different from the Product ordered, the Buyer should provide:

Order ID
Product received
Product ordered
Photographs
Packaging information
Product label or serial number where applicable

Go Dokan may coordinate with the Vendor and delivery provider to determine the appropriate remedy.

15. Missing Product or Component Complaints

Where an Order is missing:

A Product
Accessory
Component
Quantity
Documentation
Other listed item

the Buyer should identify the missing item and provide relevant evidence.

Go Dokan may investigate Product packaging, Vendor records and delivery information.

16. Defective Product Complaints

A defect complaint may require:

Description of the defect
Photographs or videos
Product serial number
Purchase information
Warranty information
Troubleshooting information
Inspection by the Vendor or authorized service provider

The applicable warranty and return policies determine the available remedy.

17. Delivery Complaints

Delivery complaints may include:

Late delivery
Failed delivery
Lost shipment
Wrong delivery status
Wrong recipient
Damaged shipment
Incorrect address handling

Go Dokan may review:

Tracking information
Collection records
Delivery attempts
Proof of delivery
Courier records
Buyer communications
Vendor handover records

18. Payment Complaints

For payment complaints, Go Dokan may request:

Order ID
Payment reference
Transaction date
Payment method
Amount paid
Bank or wallet reference
Screenshot or receipt

Users should not send:

Passwords
PINs
OTPs
Full card numbers
Banking credentials

through ordinary complaint channels.

19. Refund Complaints

Where a refund is approved, the refund process may depend on:

Payment method
Bank or wallet processing
Return status
Product inspection
Cancellation status
Applicable policy
Applicable law

A complaint about a delayed refund should include the Order ID and relevant payment information.

20. Warranty Complaints

Warranty complaints are handled according to:

Product warranty terms
Vendor warranty
Manufacturer warranty
Applicable Go Dokan Warranty Policy
Applicable law

The Buyer may be asked to provide:

Invoice
Order ID
Serial number
Warranty card
Product photographs
Description of the problem

21. Intellectual Property Complaints

Intellectual property complaints may involve:

Copyright
Trademark
Brand authorization
Counterfeit Products
Unauthorized images
Unauthorized Product descriptions
Unauthorized promotional content

Such complaints should provide evidence of the relevant intellectual property right and identify the allegedly infringing content.

For detailed procedures, refer to the Intellectual Property Policy.

22. Safety Complaints

Safety complaints should be reported as soon as possible.

Examples include:

Fire hazard
Electrical hazard
Serious Product defect
Unsafe battery
Dangerous Product
Product recall
Serious injury risk

Go Dokan may take immediate measures including:

Suspending the listing
Suspending sales
Holding affected settlements
Contacting affected Buyers
Requesting Vendor documentation
Coordinating returns
Requesting replacement or refund
Preserving evidence
Notifying relevant authorities where required

23. Fraud and Security Complaints

Users should promptly report suspected:

Account takeover
Payment fraud
Fake payment requests
OTP scams
Unauthorized account activity
Fake Go Dokan representatives
Vendor fraud
Courier fraud
Off-platform payment requests

Go Dokan may investigate and take appropriate security measures.

Users should never share:

OTP
Password
PIN
Card security code
Banking password
Authentication credentials

with another person claiming to represent Go Dokan.

24. Complaint Response Timeline

Go Dokan will aim to acknowledge and process complaints within reasonable operational timeframes.

For matters subject to a statutory or contractual response period, the applicable period will be followed.

Where applicable under the relevant terms, a written decision or reasoned response may be provided within 15 days, subject to:

Mandatory shorter legal periods
Availability of necessary evidence
Third-party investigations
Product inspection
Courier investigations
Regulatory requirements
Circumstances beyond Go Dokan's reasonable control

The complainant may be informed where additional time is reasonably required.

25. Complaint Resolution

Depending on the circumstances, a complaint may be resolved through:

Explanation or clarification
Product replacement
Return
Refund
Exchange
Warranty service
Delivery correction
Account correction
Listing correction
Vendor corrective action
Settlement adjustment
Removal of violating content
Other appropriate remedy

The available remedy depends on the facts, applicable policy, contract and law.

26. Vendor Liability for Product Issues

Where a complaint results from Vendor responsibility, the Vendor may be responsible for applicable:

Product costs
Return costs
Reverse logistics
Refunds
Replacement
Inspection costs
Settlement adjustments
Warranty obligations

This is subject to the Vendor Marketplace Agreement and applicable law.

27. Go Dokan Responsibility

Go Dokan may be responsible for matters caused by its own acts or omissions to the extent established under applicable law or contractual obligations.

Go Dokan may coordinate with Vendors, delivery providers and other service providers to investigate complaints.

The use of a third-party service provider does not automatically eliminate responsibilities imposed by law or contract.

28. Escalation

A complainant may request escalation where:

The complaint has not been resolved
The response is disputed
New evidence becomes available
The matter involves significant consumer impact
The complaint concerns a serious safety issue
The complainant believes the matter requires further review

Escalation should include:

Original Complaint ID
Previous response
Reason for escalation
New evidence where available
Requested resolution

29. Grievance Officer

Formal grievances may be directed to the designated Grievance Officer.

Grievance Officer: Operations Supervisor

Email: gunaso@godokan.com

Phone: +9779852002007 / +9779852002011

Registered Office:

Go Dokan Private Limited
Kathmandu Metropolitan City-23
Dharmapath, Kathmandu, Nepal

30. Urgent Complaints

Certain matters may receive priority treatment.

These may include:

Serious safety concerns
Suspected counterfeit Products
Fraud
Unauthorized payment activity
Privacy or security incidents
Illegal Products
Serious threats to users
Regulatory requests
Intellectual property emergencies

Users should clearly state when a complaint involves an urgent safety, security or legal concern.

31. Privacy and Confidentiality

Complaint information may contain personal, commercial or confidential information.

Go Dokan may use complaint information to:

Investigate the complaint
Communicate with the parties
Process returns or refunds
Investigate fraud
Improve Platform safety
Comply with legal obligations
Maintain records
Resolve disputes

Information may be shared with Vendors, delivery providers, payment providers, professional advisers, authorities or other relevant parties where reasonably necessary and permitted by law.

Personal information is handled according to the Privacy Policy.

32. Complaint Records

Go Dokan may retain complaint records for appropriate periods for:

Customer support
Legal compliance
Tax and accounting
Fraud prevention
Dispute resolution
Quality improvement
Vendor management
Regulatory requirements
Historical transaction records

Deleting a user account does not necessarily remove records that Go Dokan is legally or contractually required to retain.

33. Misuse of the Complaint Process

Users must not knowingly submit:

False complaints
Fabricated evidence
Fraudulent claims
Repeated complaints designed to harass another person
False safety reports
False counterfeit claims
False payment claims
Complaints intended to unfairly damage a Vendor or Buyer

Go Dokan may take appropriate action where the complaint process is deliberately abused.

34. False Evidence

Providing false or manipulated evidence may affect the outcome of a complaint.

Where appropriate, Go Dokan may:

Reject the complaint
Restrict complaint privileges
Restrict an account
Suspend a Vendor
Preserve evidence
Investigate related activity
Report suspected fraud where required

35. Off-Platform Transactions

Users should report requests to move transactions outside Go Dokan where the request appears to:

Avoid Platform fees
Avoid Platform protections
Circumvent payment controls
Avoid complaint procedures
Facilitate fraud
Request undisclosed payments

Users should not make payments to unknown personal accounts based solely on a Vendor or courier request.

36. Communication During an Investigation

Go Dokan may communicate through:

Email
Phone
In-app notifications
Support tickets
Other verified Platform channels

Users should keep their contact information current.

Go Dokan will not normally request passwords, OTPs or full payment credentials during complaint handling.

37. No Waiver of Legal Rights

This Policy does not remove any mandatory rights or remedies available under applicable law.

Where a law provides a mandatory consumer remedy, statutory complaint mechanism or regulatory process, that requirement will apply.

38. Relationship With Other Policies

This Policy should be read together with:

Where there is a conflict with mandatory law, mandatory law prevails.

39. Governing Law

This Policy is governed by the applicable laws of Nepal.

Nothing in this Policy is intended to exclude a legal right or remedy that cannot lawfully be excluded.

Disputes may be handled through the applicable complaint, escalation, mediation, regulatory or judicial processes.

40. Policy Changes

Go Dokan may update this Policy when necessary to reflect:

Changes in law
Changes to Platform services
Changes to complaint procedures
Security requirements
Operational improvements
Consumer protection requirements

Material changes will be communicated where reasonably practicable.

The current version and effective date will be displayed on the Platform.

41. Contact Information

Go Dokan Private Limited

Kathmandu Metropolitan City-23
Dharmapath, Kathmandu, Nepal

Support: support@godokan.com

Phone: +9779852002011 / +9779852002009

Grievance Officer: Operations Supervisor

Grievance Email: gunaso@godokan.com

Grievance Phone: +9779852002007 / +9779852002011

42. Quick Complaint Checklist

Before submitting a complaint, make sure you have:

Do not include:

43. Final Statement

Go Dokan aims to handle complaints fairly, transparently and within applicable legal and contractual requirements.

Users are encouraged to report problems promptly and provide accurate information and relevant evidence so that complaints can be investigated efficiently.

Go Dokan may take appropriate corrective, protective or enforcement action based on the facts, applicable Platform policies, contractual obligations and applicable law.

Complaint Handling Policy

On this page