Send a Request

How We Handle It

• You get an acknowledgement with a reference within 24 hours.
• Removal requests from the business itself are actioned once we confirm the request comes from that business.
• Reports about another party's listing are reviewed, and the listing is corrected, hidden or left in place with a reason given to you.
• If you are not satisfied with the outcome, reply to the same email and it is escalated to a founder.

Contact

Email support@brassroute.com with the word "Grievance" in the subject line.

1. How Profiles Are Created

• Starter profiles. We create a profile for a brass manufacturing unit from business information it has already made public, such as its own website or a trade directory entry. These profiles are labelled Unclaimed.
• Claimed profiles. The owner takes over the profile, corrects it and adds products, photos and certificates.
• Contact details on any profile are not shown publicly.
• Certifications shown on an unclaimed profile are as stated by the company and have not been checked by us.

2. What May Be Listed

• Brass, copper and copper-alloy raw material, components and finished products.
• Products the supplier makes or lawfully supplies, described accurately, with the correct alloy or grade.
• Photos of the supplier's own products.

3. What Is Not Allowed

• Counterfeit goods, or goods carrying another company's brand without permission.
• False certification claims, such as an ISO or RoHS claim without a valid certificate.
• Ammunition components, weapon parts, and any item whose sale or export is restricted by law.
• Stolen material or scrap without lawful origin.
• Products outside the brass and copper-alloy trade.
• Photos, drawings or text copied from another business.

4. Corrections and Removal

Any business may ask us to correct or remove its listing. Use the Grievance and Removal page. Listings that break this policy are hidden, and repeat cases lead to the account being closed.

5. Ranking

Search results are ordered by how well a profile matches the search. Where a paid placement is shown, it is marked as sponsored.

1. About BrassRoute

BrassRoute Technologies Pvt Ltd ("BrassRoute", "we", "us", "our") operates BrassRoute.com, a B2B marketplace exclusively for the brass industry. We are incorporated under the Companies Act 2013, registered in Gujarat, India.

BrassRoute is a marketplace platform — we connect Buyers and Sellers. We are not a party to any transaction between Buyers and Sellers unless explicitly stated.

2. Eligibility & Registration

• You must be at least 18 years of age and legally competent to enter into contracts under Indian law.
• Businesses must be validly incorporated or registered under applicable Indian law.
• You agree to provide accurate, complete, and current information during registration and to update it promptly.
• You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at support@brassroute.com of any unauthorized access.
• One person or business entity may maintain only one account. Duplicate accounts will be suspended.

3. Seller Obligations

• Sellers must complete our KYC process: valid GST certificate, PAN card, Udyam registration, and bank account verification.
• All product listings must be accurate, complete, and not misleading. Sellers are solely responsible for the accuracy of their listings.
• Sellers must fulfill orders in accordance with the specifications, quantity, quality, and timelines agreed in the accepted quote.
• Sellers must not list counterfeit, adulterated, or misrepresented products. Violations result in immediate suspension and legal action.
• Sellers must maintain required statutory compliances including GST filing, TDS deductions, and export documentation where applicable.
• Sellers must dispatch goods with valid tracking within the agreed lead time and provide tracking information on the platform.

4. Buyer Obligations

• Buyers must provide accurate delivery addresses, specifications, and quantities in RFQs and purchase orders.
• Buyers must fund escrow within 48 hours of placing an order. Failure to do so may result in order cancellation.
• Buyers must confirm or reject delivery within 7 days of the tracking-confirmed delivery date. Failure to respond triggers automatic escrow release to the Seller.
• Buyers must not raise false or malicious disputes. Abuse of the dispute system results in account suspension.

5. Prohibited Activities

The following are strictly prohibited on BrassRoute:

• Conducting transactions off-platform to circumvent fees (platform commission applies to all transactions introduced via BrassRoute for 12 months).
• Listing, selling, or facilitating trade in sanctioned, counterfeit, stolen, or prohibited goods.
• Harassment, threats, or abusive conduct toward other users or BrassRoute staff.
• Attempting to hack, scrape, reverse-engineer, or otherwise compromise the platform.
• Creating fake reviews, ratings, or fabricated transaction records.
• Impersonating another user, business, or BrassRoute employee.
• Using the platform for any unlawful purpose under Indian or international law.

6. Intellectual Property

All content on BrassRoute.com — including the logo, design, software, trademarks, text, and data — is the exclusive property of BrassRoute Technologies Pvt Ltd or its licensors. The BrassRoute mark is pending registration with IP India under Class 35 and Class 40.

You may not copy, reproduce, distribute, modify, or create derivative works from any BrassRoute content without prior written permission. Unauthorized use of our intellectual property will be prosecuted to the fullest extent of the law.

7. Limitation of Liability

BrassRoute is a marketplace platform and intermediary. To the maximum extent permitted by law:

• We are not liable for any loss arising from transactions between Buyers and Sellers, including disputes over product quality, delivery failure, or payment delays.
• Our total aggregate liability to you for any claim shall not exceed the fees paid by you to BrassRoute in the 3 months preceding the claim.
• We are not liable for indirect, incidental, consequential, special, or punitive damages.

8. Governing Law & Dispute Resolution

These Terms are governed by the laws of India. Any disputes arising from these Terms shall first be attempted to be resolved amicably within 30 days. If unresolved, disputes shall be subject to arbitration under the Arbitration and Conciliation Act 1996, with the seat of arbitration in Jamnagar, Gujarat. The courts of Jamnagar shall have exclusive jurisdiction for all other matters.

9. Changes to Terms

We reserve the right to modify these Terms at any time. We will provide 14 days' advance notice for material changes via email and in-platform notification. Continued use of the platform after the effective date constitutes acceptance of the revised Terms.

10. Contact

For legal notices: legal@brassroute.com
BrassRoute Technologies Pvt Ltd, Jamnagar, Gujarat 361001, India

1. Data We Collect

Account Data

Name, email address, mobile number, company name, GST number, PAN, Udyam registration number, bank account details (for suppliers receiving payouts), and profile photograph.

Transaction Data

RFQ details, quotations, purchase orders, payment records, escrow transaction logs, and shipment tracking information.

Usage Data

IP address, browser type, device identifiers, pages visited, search queries, time spent on the platform, and click patterns.

Communication Data

Messages exchanged between users on the platform, support tickets, and feedback submitted to us.

2. How We Use Your Data

3. Data Sharing

We share your data only as necessary:

• Razorpay — for payment processing (PCI-DSS compliant). Razorpay's privacy policy governs their use of your payment data.
• MSG91 — for OTP and WhatsApp notifications.
• Resend / SendGrid — for transactional email delivery.
• Supabase — for data storage (servers located in Singapore).
• Sandbox.co.in — for GST verification via government APIs.
• Counterparties in transactions — your business name, city, and verified badge are visible to other platform users as necessary for the marketplace to function.
• Law enforcement or courts — when required by valid legal process.

4. Data Security

• All data in transit is encrypted using TLS 1.3.
• Bank account numbers and sensitive PII are encrypted at rest using AES-256.
• Passwords are hashed using bcrypt (12 rounds). We never store plaintext passwords.
• Access to production databases is restricted to authorized personnel only.
• Regular security audits are conducted. We report breaches to the appropriate Data Protection Board within 72 hours as required by the DPDP Act 2023.

5. Your Rights (DPDP Act 2023)

• Right to Access — Request a copy of all personal data we hold about you.
• Right to Correction — Request correction of inaccurate or incomplete data.
• Right to Erasure — Request deletion of your data, subject to legal retention obligations.
• Right to Grievance Redressal — Lodge a complaint with our Data Protection Officer (DPO).
• Right to Nominate — Nominate a person to exercise these rights on your behalf in case of death or incapacity.

To exercise your rights, email: privacy@brassroute.com with "Privacy Request" in the subject line. We will respond within 15 working days.

6. Data Retention

• Active account data: retained for the lifetime of the account plus 5 years after closure.
• Transaction records: 7 years (as required by Indian GST law).
• KYC documents: 5 years after account closure (as required by applicable law).
• Marketing preferences: until you withdraw consent.

7. Cookies

We use essential cookies (required for platform function), analytics cookies (PostHog, opt-out available), and preference cookies. We do not use advertising cookies. You can manage cookie preferences at any time in your account settings.

8. Contact & DPO

Data Protection Officer: privacy@brassroute.com
BrassRoute Technologies Pvt Ltd · Jamnagar, Gujarat 361001 · India

1. Subscription Plans (BrassSeed, BrassForge, BrassShield)

Cancellation

• You may cancel your subscription at any time from your account settings or by emailing support@brassroute.com.
• Cancellations take effect at the end of the current billing period. Access continues until that date.
• We do not provide pro-rated refunds for mid-cycle cancellations.

Refund Eligibility

2. Buyer Credit Packs

• Credit packs are non-refundable once purchased, except where required by applicable law.
• Unused credits do not expire and carry forward to future billing periods.
• If your account is terminated by BrassRoute without cause, unused credits will be refunded on a pro-rated basis within 14 business days.
• If your account is suspended or terminated for policy violations, credits are forfeited.

3. Escrow & Order Payments

Escrow funds are held by BrassRoute on behalf of the Buyer. They are not a payment to BrassRoute and are governed separately:

Full Refund of Escrow

• Seller fails to dispatch within the agreed lead time and Buyer raises a dispute.
• Goods are confirmed as significantly different from the agreed specifications by BrassRoute's dispute resolution team.
• Order is cancelled before the Seller has begun production, with Seller's written confirmation.

Partial Refund of Escrow

• Goods arrive with minor defects or shortfalls, as determined by the dispute resolution team. Refund amount is based on the assessed deficiency.

No Refund of Escrow

• Buyer confirms delivery and then disputes.
• Auto-release has triggered (7 days post delivery confirmation with no dispute raised).
• Dispute found in Seller's favor by BrassRoute's dispute resolution team.

4. Add-On Services

• Factory audits, photography, and campaign services: 50% refund if cancelled more than 5 business days before the scheduled date. No refund if cancelled within 5 business days.
• Export documentation services: refundable only if work has not commenced.
• Sponsored listings: refundable on a pro-rated basis for unused days, with 5 business days' advance notice of cancellation.

5. Refund Processing

• Approved refunds are processed within 7–14 business days to the original payment method.
• For Razorpay transactions, the timeline depends on your bank (typically 5–7 working days after BrassRoute initiates the refund).
• Razorpay's payment gateway charges are non-recoverable and may be deducted from the refund amount.

6. How to Request a Refund

Email support@brassroute.com with subject "Refund Request — [Your Order/Account Number]". Include:

• Your registered email address
• The transaction or order ID
• Reason for refund request
• Supporting evidence (if applicable)

We will acknowledge your request within 2 business days and communicate our decision within 7 business days.

7. Consumer Rights

Nothing in this Refund Policy limits your rights under the Consumer Protection Act 2019 (India) or other applicable mandatory consumer protection laws.

1. Subscription Plans & Billing Cycle

2. Auto-Renewal

• Auto-renewal is enabled by default for all subscription plans.
• We will send a renewal reminder email 7 days before each renewal date.
• You can disable auto-renewal at any time from Settings → Subscription → Cancel Auto-Renewal.
• If auto-renewal is disabled, your plan remains active until the end of the current billing period, after which it reverts to a free account with no RFQ access.
• If your payment method fails, we will retry the charge on Day 3 and Day 7. After three failed attempts, your subscription will be suspended and you will be notified.

3. Credit Rollover & Expiry

• Monthly subscription credits (100 / 500 / 1,250) are allocated at the start of each billing cycle.
• Unused monthly credits do not roll over to the next month. They expire at the end of the billing cycle.
• Additional credits purchased as top-ups are valid for 12 months from the date of purchase and carry forward across billing cycles.
• On downgrade, excess credits from the higher plan are forfeited and not refunded.

4. Plan Changes

Upgrade

• Upgrades take effect immediately.
• The remaining value of your current plan is pro-rated and credited against the new plan cost for the current cycle.

Downgrade

• Downgrades take effect at the start of the next billing cycle.
• Features of the higher plan remain available until the end of the current cycle.
• No refund is provided for the remaining days of the current cycle on downgrade.

5. Free Trial (Where Offered)

• If BrassRoute offers a free trial, you must provide valid payment details at the time of trial signup.
• The trial will automatically convert to a paid subscription at the end of the trial period unless cancelled before the trial end date.
• You will receive an email reminder 3 days before the trial ends.

6. Suspension & Termination

• BrassRoute may suspend or terminate your subscription immediately if you violate the Terms of Service.
• On termination for cause, no refund of subscription fees or credits is provided.
• On termination without cause by BrassRoute, you will receive a pro-rated refund for unused subscription days and unused top-up credits.

7. Price Changes

We reserve the right to change subscription pricing with 30 days' advance notice via email. The new pricing will apply from your next renewal date after the notice period. If you do not agree to the new pricing, you may cancel your subscription before the renewal date.

8. GST Invoice

BrassRoute Technologies Pvt Ltd is registered under GST. GST-compliant invoices are automatically generated for every subscription payment and available in your account under Settings → Billing → Invoices. Our GSTIN will be displayed on all invoices.

9. Questions

For billing enquiries: billing@brassroute.com
For subscription management, log in to your account → Settings → Subscription.

1. How Escrow Works

• When a Buyer accepts a Seller's quotation and places an order, they are required to fund the escrow within 48 hours.
• Payment is processed via Razorpay and held in a designated BrassRoute escrow account — separate from BrassRoute's operating funds.
• The Seller is notified of the funded escrow and can begin production or dispatch.
• Funds are released to the Seller's bank account within 24 hours of the Buyer confirming delivery, or automatically after 7 days if no dispute is raised.

2. Platform Fee

Example: On a ₹10,00,000 order, Buyer pays ₹10,00,000 + ₹5,000 (platform fee) + ₹900 (GST on fee) = ₹10,05,900. Seller receives ₹10,00,000 less Razorpay payout charges.

3. TDS Compliance

4. Auto-Release Mechanism

• Once goods are marked as dispatched and tracking confirms delivery, a 7-day countdown begins for Buyer confirmation.
• If the Buyer does not confirm or raise a dispute within 7 days, escrow is automatically released to the Seller.
• BrassRoute will send email and in-app reminders to the Buyer on Day 3 and Day 6 of this window.

5. Dispute Process

• Either party may raise a dispute before the auto-release deadline.
• On dispute submission, escrow is frozen — no party can access the funds.
• BrassRoute's dispute resolution team reviews evidence from both parties (photos, tracking records, communications, specifications).
• Resolution is communicated within 14 business days.
• BrassRoute's decision is final and binding. Escrow is released accordingly.
• In cases of fraud, BrassRoute reserves the right to hold funds indefinitely pending legal proceedings.

6. Seller Bank Account Requirements

• Sellers must link a valid Indian bank account via the platform. Payouts are via NEFT/IMPS through Razorpay Payouts.
• International bank accounts are supported for verified export transactions via wire transfer (Phase 2).
• Bank account details are encrypted using AES-256. BrassRoute staff cannot view full account numbers.

7. Failed Payouts

If a payout to the Seller fails (incorrect bank details, account frozen, etc.), BrassRoute will hold the funds for 30 days and attempt re-payout after the Seller updates their bank details. If unresolved after 30 days, the matter is escalated and Buyer and Seller are notified.

1. What Are Cookies

Cookies are small text files stored on your device when you visit BrassRoute.com. They help us provide a functional, secure, and personalized experience.

2. Cookies We Use

3. Managing Cookies

Essential cookies cannot be disabled as they are required for the platform to function. Analytics and preference cookies can be disabled in your account under Settings → Privacy → Cookie Preferences.

You can also manage cookies via your browser settings. Note that disabling certain cookies may affect platform functionality.

4. Third-Party Cookies

Razorpay payment pages set their own cookies governed by Razorpay's privacy policy. BrassRoute has no control over these cookies.