Community Guidelines

SwapZen is a marketplace for pre-owned goods that works because people trust it. These Community Guidelines set out what is and isn’t allowed on the platform. They form part of our Terms & Conditions and are published in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Breaking these guidelines may lead to your listing being removed and your account being suspended or permanently banned.

1. List honestly

Describe items accurately and in good faith. Use your own, real photos of the actual item. State the true condition, disclose defects and damage, and set a fair price. Do not misrepresent an item’s brand, authenticity, condition, or ownership.

2. Prohibited items

You may not list, sell, or attempt to buy any of the following on SwapZen:

Illegal or regulated goods — weapons, firearms, ammunition, explosives; drugs, narcotics, and related paraphernalia; tobacco, alcohol, and prescription or restricted medicines.
Counterfeit or infringing goods — fake, replica, or first-copy branded items, and anything that infringes another party’s intellectual-property rights.
Stolen or fraudulently obtained goods, and items you do not legally own or have the right to sell.
Recalled, hazardous, or unsafe items — including items that fail to meet applicable safety standards.
Live animals, human remains, or body parts.
Adult or sexually explicit material, and items promoting hate, violence, or discrimination.
Currency, financial instruments, government IDs, SIM cards, and documents.
Anything otherwise unlawful under the laws of India.

3. Prohibited conduct

Do not engage in any of the following:

Fraud or deception — misrepresenting items, non-delivery after payment, or attempting to defraud another user.
Circumventing SwapZen — arranging payment or delivery off-platform to avoid buyer protection, fees, or these guidelines.
Harassment or abuse — threatening, hateful, obscene, or harassing behaviour towards other users or our team, including in chat.
Impersonation and manipulation — pretending to be someone else, posting fake reviews, or manipulating prices or listings.
Spam — irrelevant, repetitive, or misleading listings and messages.
Ban evasion — creating multiple or new accounts to bypass a suspension or ban.

4. Report a listing or a user

If you see a listing or user that breaks these guidelines or the law, please report it so we can act:

In the app: open the listing or chat and use Report.
By email: write to support@swapzen.in with the listing link or user details and a short description of the problem.

In line with the IT Rules, 2021, we acknowledge grievances within 24 hours and take action on a valid report within 15 days. Content that is unlawful on its face, or that we are directed to remove by a court or authorised government agency, is removed within 36 hours.

5. Enforcement

Depending on the severity and history, we may take one or more of the following actions: remove a listing, issue a warning, temporarily suspend an account, or permanently ban a user. Payments already held in protection for an affected order are handled under our Refunds & Cancellation policy. We cooperate with law-enforcement and regulatory authorities where required by law, and we may preserve and share information as permitted or required under applicable Indian law.

6. Grievance redressal

For any complaint or unresolved issue, contact our Grievance Officer:

Grievance Officer, SwapZen Retail Pvt Ltd
Email: support@swapzen.in
Address: WeWork Rajapushpa Summit, Financial District, Hyderabad, Telangana, India

We acknowledge grievances within 48 hours and resolve them within one month of receipt.