Disputes & Complaints
GrowMate is the app served by plantita.online.
How to raise a problem and how GrowMate handles it.
Where to start
| Problem | Where |
|---|---|
| Item damaged, wrong, missing or not as described | Open a refund request from the order in the app within 7 days of delivery |
| A listing or a user breaking the rules | Use Report on the listing or profile in the app |
| Seller payout missing or wrong | Raise a payout dispute on the payout in Seller Center |
| Delivery, rider or cash problem | Email support@plantita.online |
| Copyright or trademark | See the Intellectual Property Policy |
| Privacy | See the Privacy Notice |
| Anything else | Email support@plantita.online |
What to include
- Your account email and the order reference (shown in the order).
- What happened and when.
- Photos or screenshots, for example of the item, the packaging or the chat.
- What outcome you are asking for.
How GrowMate handles it
- We acknowledge your complaint and may ask for more information.
- We hear from the other party (for example the seller can respond to a refund request in the app).
- We review order, delivery and cash records, including proof-of-delivery photos.
- We decide and tell both parties the outcome and the reason.
Target response and resolution times: [TO BE COMPLETED BY GROWMATE].
If you are not satisfied
Reply to our decision to ask for a second review by support@plantita.online. You may also bring consumer complaints to the Department of Trade and Industry and privacy complaints to the National Privacy Commission.