Community Guidelines & Platform Policies
Welcome to ApnaSell – India's most trusted real estate marketplace. These guidelines ensure a safe, transparent, and productive environment for all users across our platform ecosystem.
Introduction & Platform Philosophy
Welcome to the official Community Guidelines of ApnaSell – India's premier digital real estate marketplace operating across apnasell.com and apnasell.in. These comprehensive guidelines establish the foundation for a transparent, trustworthy, and efficient ecosystem that connects property seekers, sellers, agents, builders, and allied service providers.
To revolutionize the Indian real estate industry through technology-enabled transparency, building lasting trust between all stakeholders, and creating unparalleled value through seamless property discovery, verification, and transaction facilitation.
1.1 Core Values & Ethical Framework
Multi-layered verification systems for all users and properties
No hidden charges, clear pricing, and open communication
Advanced fraud prevention and 24/7 safety monitoring
1.2 Platform Jurisdiction & Compliance
ApnaSell operates as a pan-India digital marketplace with international accessibility. Our guidelines are meticulously crafted to comply with:
- RERA Act, 2016: Mandatory registration display and compliance for all new projects
- Information Technology Act, 2000: Comprehensive data protection and grievance redressal
- Consumer Protection Act, 2019: Transparent pricing and fair trade practices
- GDPR Principles: International data protection standards for global users
- State-specific Regulations: Adherence to local real estate and property laws
Community Standards & Code of Conduct
Our community is built on mutual respect, professionalism, and ethical conduct. Every user—whether a first-time home seeker or a seasoned real estate professional—is expected to adhere to these fundamental standards.
We maintain absolute zero tolerance for discrimination, harassment, fraud, or any form of misconduct. Violations result in immediate account suspension and potential legal action.
2.1 Fundamental Behavioral Principles
Respect & Inclusivity
Every individual deserves dignity and respect, regardless of Religion, Caste, Gender Identity, Sexual Orientation, Nationality, Disability, or Economic Status. Our platform celebrates diversity and prohibits exclusionary practices.
- Refusing service based on community, caste, or religion
- Exclusionary listings (e.g., "Only for vegetarians", "No bachelors")
- Derogatory language or offensive comments in communications
- Gender-based pricing or service discrimination
- Age discrimination against senior citizens or young professionals
Professional Communication Standards
| Communication Type | Expected Response Time | Quality Standards |
|---|---|---|
| Initial Property Inquiry | Within 4 hours | Detailed, helpful, and property-specific response |
| Transaction-related Questions | Within 2 hours | Accurate, legally sound information |
| Post-viewing Follow-ups | Within 24 hours | Courteous, non-intrusive communication |
| General Platform Queries | Within 48 hours | Complete and comprehensive resolution |
2.2 Data Integrity & Platform Security
ApnaSell employs enterprise-grade security measures to protect user data. Strict prohibition applies to:
- Data Scraping: Automated extraction of platform data using bots, crawlers, or scrapers
- Unauthorized API Access: Attempting to access our systems without explicit permission
- Data Reselling: Commercial use of ApnaSell data without licensing agreement
- Identity Obfuscation: Creating fake accounts or misrepresenting identity
Violations may lead to legal action under the IT Act, 2000
Listing Policies & Property Standards
Property listings form the core of our marketplace. We enforce rigorous standards to ensure accuracy, completeness, and legal compliance for every listing published on ApnaSell.
3.1 Comprehensive Accuracy Requirements
| Mandatory Field | Accuracy Requirement | Verification Method | Consequence of Misrepresentation |
|---|---|---|---|
| Property Type | Correct classification (Residential/Commercial/Plot) | Document verification | Immediate suspension + warning |
| Carpet Area | Exact measurement as per RERA definition | Architect certificate or approved plan | Listing removal + accuracy penalty |
| Ownership Status | Clear title with no disputes | Title deed verification | Permanent ban + legal notice |
| Price Quotation | All-inclusive final price | Breakdown verification | Financial penalty + demotion |
| Location Details | Exact address with geo-coordinates | GPS verification | Listing demotion + verification required |
Every listing receives a quality score (0-100) based on:
Listings with scores below 70 receive reduced visibility. Scores are updated weekly.
3.2 RERA Compliance Framework
For all new projects and under-construction properties, strict RERA compliance is mandatory:
- Registration Display: RERA registration number must be prominently displayed in listing
- Area Definition: Carpet area must match RERA-approved definition and documentation
- Possession Timeline: Delivery dates must align with RERA filings (max 6 months variance allowed)
- Escrow Account: For under-construction projects, 70% of funds must be in RERA-designated escrow
- Project Updates: Quarterly progress updates mandatory for ongoing projects
Minimum documentation for listing verification:
- Title Deed (Registered Sale Deed/Conveyance Deed)
- Property Tax Receipts (Last 3 years)
- RERA Certificate (For new projects)
- Encumbrance Certificate (Last 13 years)
- Approved Building Plan (For constructed properties)
- Latest Maintenance Bills
- Owner's Identity Proof (Aadhar/PAN/Passport)
Media, Content & Intellectual Property
High-quality, authentic media enhances property discovery and builds trust. These guidelines ensure all content meets our quality standards and respects intellectual property rights.
4.1 Photographic & Video Standards
- Exterior Front (Day & Night)
- Living Room (Multiple angles)
- All Bedrooms
- Kitchen (Interior & appliances)
- All Bathrooms
- Balcony/Terrace
- Parking Area
- Neighborhood View
- Photos with people (privacy violation)
- Watermarks of competitors
- Text overlays with contact info
- Blurry or low-resolution images
- Stock/representative images
- Misleading wide-angle distortions
- Digital enhancements altering reality
Technical Specifications
- Resolution: Minimum 1200x800 pixels (HD Quality)
- Format: JPG, PNG, or WebP formats only
- Size Limit: Maximum 10MB per image
- Video Content: Maximum 2 minutes, 1080p minimum
- Virtual Tours: 360° tours encouraged (additional visibility)
- Image Processing: Minor color correction allowed, no structural alterations
4.2 Text Content & Property Descriptions
Property descriptions must be comprehensive, accurate, and written in clear, professional language.
Key features, amenities, unique selling points
Schools, hospitals, markets, public transport
Growth prospects, rental yields, appreciation trends
Minimum 300 characters, maximum 2000 characters. Avoid superlatives without evidence.
4.3 Copyright & Intellectual Property Rights
By uploading content to ApnaSell, you certify that:
- You own the copyright to all uploaded media OR have obtained explicit permission from the copyright holder
- You grant ApnaSell a worldwide, royalty-free license to display, distribute, and promote the content in connection with our services
- Content does not infringe upon any third-party rights (privacy, publicity, trademark, etc.)
- You agree to indemnify ApnaSell against any copyright infringement claims
Digital Rights Management (DRM) protection is applied to all high-value content
Agent, Broker & Builder Protocols
Professional intermediaries play a crucial role in our ecosystem. These protocols ensure ethical conduct, transparency, and professional standards for all registered agents, brokers, and builders.
5.1 Broker & Agent Code of Conduct
- Valid Government ID (Aadhar/PAN/Passport)
- Brokerage License (State-approved)
- Business Registration Proof
- Professional Indemnity Insurance
- RERA Registration (If applicable)
- Recent Photograph
- Clear commission disclosure upfront
- No dual agency without written consent
- Accurate representation of property condition
- Timely communication with all parties
- Confidentiality of client information
- Fair treatment of all clients
Commission & Fee Transparency
- Standard Rates: Clearly displayed commission percentage (typically 1-2% of transaction value)
- Additional Fees: Any extra charges must be documented and agreed upon in writing
- Payment Schedule: Clear timeline for commission payment post-transaction completion
- Refund Policy: Conditions for commission refund in case of transaction failure
- Disclosure: Must disclose if representing both buyer and seller (dual agency)
5.2 Builder & Developer Regulations
All builders and developers must comply with these mandatory requirements:
- RERA Registration: Valid registration number for each project
- Financial Stability: Audited balance sheets for last 3 years
- Past Portfolio: Complete list of delivered projects with ratings
- Construction Timeline: Detailed phase-wise completion schedule
- Quality Certifications: ISO, green building, or other relevant certifications
- Legal Clearances: Environmental, municipal, and other approvals
Pre-launch bookings without RERA approval • Misleading renderings or virtual tours • Hidden costs in pricing • Delay compensation avoidance • Sub-standard material usage • False possession promises
Safety, Security & Fraud Prevention
User safety is our highest priority. We employ advanced systems and strict protocols to prevent fraud and ensure secure interactions across our platform.
ApnaSell maintains absolute zero tolerance for any fraudulent activities. Violations result in immediate account termination, financial penalties, and potential legal action.
6.1 Common Fraud Patterns & Prevention
| Fraud Type | Warning Signs | Prevention Measures | Immediate Action |
|---|---|---|---|
| Advance Payment Scam | Request for token/advance before property verification | Use only ApnaSell Escrow for initial payments | Report immediately, payment freeze |
| Fake Property Listing | Unrealistic pricing, stock photos, vague location | Verify through ApnaSell verification badge | Listing removal, account suspension |
| QR Code Fraud | Request to scan QR code to "receive payment" | Never scan unknown QR codes for payments | Immediate account termination |
| Identity Theft | Mismatch between profile and meeting person | Verify identity through video call first | Legal notice, police complaint |
| Rental Deposit Scam | Request for deposit without signed agreement | Use standard rental agreement, verify owner | Fund recovery assistance |
6.2 Digital Security Protocols
- Minimum 12 characters
- Mix of uppercase, lowercase, numbers, symbols
- No password reuse across platforms
- Change every 90 days
- Two-factor authentication enabled
- Updated operating system
- Antivirus software installed
- No public Wi-Fi for transactions
- App updates enabled
- Biometric authentication
Never Share (Red Flags)
- OTP/One-Time Passwords: Legitimate platforms never ask for OTPs
- Bank Passwords/PINs: No employee will ever request banking credentials
- Digital Signature Credentials: Keep DSC tokens physically secure
- Aadhar Number with OTP: Beware of Aadhar-based verification scams
- Credit Card CVV: CVV is for physical transactions only
6.3 Physical Safety Measures
Follow these safety guidelines for all property visits:
Emergency Helpline: 1800-XXX-HELP (Available 24/7)
Communication & Review Standards
Effective communication builds trust and facilitates successful transactions. These standards ensure professional, respectful, and efficient interactions across our platform.
7.1 Platform Communication Protocol
- Initial Inquiry: Within 4 hours during business hours
- Transaction Questions: Within 2 hours
- Document Requests: Within 24 hours
- Post-viewing Follow-up: Within 48 hours
- General Queries: Within 72 hours
- No contact sharing before mutual interest
- No auto-responders for initial inquiries
- No communication outside business hours
- No mass/spam messaging
- No harassment or repeated follow-ups
Business Hours Definition
- Standard Hours: Monday-Saturday, 9:00 AM to 8:00 PM (Local Time)
- Weekend Restrictions: No unsolicited business communication on Sundays
- Emergency: Safety-related communications allowed 24/7
- Holidays: National holidays follow Sunday protocol
- Time Zone: All times based on property location timezone
7.2 Review & Rating System Guidelines
Reviews must be genuine, based on actual interactions, and provide constructive feedback. We strictly prohibit:
- Fake Reviews: Reviews by non-customers or fabricated experiences
- Purchased Reviews: Exchanging money/goods for positive reviews
- Competitor Reviews: Negative reviews from competing businesses
- Personal Attacks: Reviews focusing on personal characteristics
- Extortion: Threatening negative reviews for discounts/favors
- Duplicate Reviews: Multiple reviews from same user/device
All reviews undergo AI-powered verification. Suspicious reviews are manually reviewed. Proven fake reviews result in account penalties and review removal.
Dispute Resolution for Reviews
If you believe a review is unfair or inaccurate:
- Contact the reviewer directly to resolve the issue amicably
- If unresolved, respond professionally to the review with your perspective
- For factual inaccuracies, submit a dispute through our resolution portal
- ApnaSell moderators will investigate and mediate if necessary
- Only reviews violating guidelines will be removed
Enforcement Framework & Appeals Process
Consistent, fair enforcement ensures platform integrity. This framework outlines violation classifications, corresponding actions, and appeal procedures.
8.1 Violation Classification System
| Tier | Violation Examples | Detection Method | Corrective Action | Appeal Window |
|---|---|---|---|---|
| Tier 1 Minor |
Incomplete profile, Late responses, Minor inaccuracies | Automated monitoring, User reports | Warning notification, Profile completion reminder | 7 days |
| Tier 2 Moderate |
Repeated inaccuracies, Rude communication, Spam messages | Pattern detection, Multiple user reports | 7-14 day shadowban, Communication training required | 14 days |
| Tier 3 Serious |
Fraud attempts, Harassment, Data scraping, Fake listings | AI detection, Investigation team | Account suspension (30-90 days), Financial penalty | 30 days |
| Tier 4 Severe |
Financial fraud, Identity theft, Organized crime, Repeated violations | Legal team investigation, Law enforcement collaboration | Permanent ban, Legal action, Platform-wide blacklist | 60 days |
Our enforcement follows a progressive discipline model:
Each violation resets after 12 months of compliant behavior.
8.2 Appeals Process & Fair Hearing
- Submit within specified appeal window
- Clear explanation of why action was unfair/incorrect
- Supporting evidence (screenshots, documents)
- Previous compliance history reference
- Proposed corrective action plan
- Acknowledgment: Within 24 hours
- Initial Review: 3-5 business days
- Investigation: 7-10 business days
- Decision: Within 15 business days total
- Implementation: Within 48 hours of decision
Upheld: Original action stands • Modified: Action reduced or adjusted • Overturned: Action reversed, record cleared • Escalated: Case forwarded to higher authority
Legal Compliance & Regulatory Framework
ApnaSell operates within a comprehensive legal framework, ensuring compliance with all applicable Indian and international regulations governing digital marketplaces and real estate transactions.
- RERA Act, 2016: Mandatory registration, project disclosures
- IT Act, 2000: Data protection, intermediary liability
- Consumer Protection Act, 2019: Fair trade, grievance redressal
- Indian Contract Act, 1872: Valid contract formation
- Transfer of Property Act, 1882: Property transaction validity
- Stamp Duty & Registration: State-specific compliance
- GDPR Principles: Data protection for EU users
- PCI DSS: Secure payment processing
- ISO 27001: Information security management
- SOC 2: Service organization controls
- WCAG 2.1: Web accessibility standards
9.1 Grievance Redressal Mechanism
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have established a comprehensive grievance redressal mechanism:
| Grievance Type | Redressal Channel | Response Time | Escalation Path |
|---|---|---|---|
| Content Removal Request | In-app reporting tool | 24 hours | Grievance Officer → Nodal Officer |
| User Conduct Complaint | Safety report email | 48 hours | Moderation Team → Legal Team |
| Financial Dispute | Dispute resolution portal | 72 hours | Mediation → Arbitration |
| Data Privacy Concern | Privacy dashboard | 7 days | DPO → Regulatory Authority |
| Legal Notice | Registered office address | 15 days | Legal Team → Court Proceedings |
9.2 Appointed Officers & Contacts
Additional Platform-Specific Policies
Beyond core guidelines, these specialized policies address unique scenarios and user segments within our diverse platform ecosystem.
10.1 NRI & International User Protocols
- Passport copy (all pages)
- Overseas address proof
- PAN card (Indian)
- OCI/PIO card (if applicable)
- Power of Attorney (if using representative)
- Foreign bank statement (last 3 months)
- FEMA compliance guidance
- Currency conversion transparency
- Document notarization assistance
- Virtual property tours
- Legal representative matching
- Repatriation process guidance
Special Considerations
- FEMA Compliance: All transactions must comply with Foreign Exchange Management Act regulations
- Power of Attorney: POA must be notarized and apostilled as per Indian requirements
- Tax Implications: Clear disclosure of TDS, capital gains tax, and other liabilities
- Repatriation Limits: Annual repatriation limits and procedures explained
- Time Zone Support: Dedicated NRI support during international business hours
10.2 Rural & Agricultural Property Guidelines
Listings for agricultural land, farmhouses, and rural properties require additional documentation:
- Soil classification report
- Land use certificate
- Conversion status (if applicable)
- Irrigation source details
- Crop pattern history (3 years)
- Water source documentation
- Fertility assessment
- Existing plantation details
- Land ceiling act compliance
- Tribal/non-tribal area status
- Tenancy records (if applicable)
- Encumbrance certificate (40 years)
10.3 Commercial & Industrial Property Standards
| Property Type | Additional Requirements | Compliance Certificates | Usage Restrictions |
|---|---|---|---|
| Office Space | Floor Load Capacity, HVAC Details, Parking Ratio | Fire NOC, Occupancy Certificate | Commercial Usage Only |
| Retail Shop | Footfall Data, Visibility Index, Storage Space | Trade License, Signage Permission | As per Zoning Regulations |
| Warehouse | Loading Dock Details, Ceiling Height, Security Systems | Pollution Control, Storage License | Hazardous Material Restrictions |
| Industrial Plot | Soil Bearing Capacity, Utility Connections, Access Roads | Environmental Clearance, Factory License | Industry-specific Zoning |
Frequently Asked Questions (FAQ)
Find quick answers to common questions about our platform policies, procedures, and best practices.
Yes, property search, discovery, and basic platform features are completely free for buyers and renters. We earn revenue through premium services for agents, builders, and sellers who choose to enhance their listings or access advanced features. There are no hidden charges for basic property browsing and inquiry.
Free features include: Unlimited property searches, Saved searches and favorites, Basic property comparisons, Direct messaging with verified sellers/agents, and Access to neighborhood information.
We employ a multi-layered verification system:
- Document Verification: Ownership documents, title deeds, and identity proofs
- Geographic Verification: GPS coordinates and location authenticity checks
- Image Analysis: AI-powered analysis of property photos for authenticity
- User Reporting: Community-driven flagging of suspicious listings
- Manual Review: Expert review of high-value or flagged properties
- Third-party Data: Cross-reference with government and registry databases
Note: Verification badges indicate document checks only, not guarantee of property condition or transaction safety.
Minimum documentation requirements vary by property type:
- Title Deed
- Property Tax Receipts
- Owner ID Proof
- Recent Photographs
- RERA Certificate
- Approved Building Plan
- Builder License
- Construction Timeline
- Trade License
- Fire NOC
- Occupancy Certificate
- Usage Certificate
We deploy a comprehensive fraud prevention system:
- AI Monitoring: Real-time analysis of user behavior and transaction patterns
- Identity Verification: Multi-factor authentication for all users
- Payment Protection: Secure escrow services for advance payments
- Community Reporting: User flagging system for suspicious activities
- Legal Partnerships: Collaboration with law enforcement agencies
- Education: Regular safety tips and scam awareness campaigns
- Insurance: Transaction protection insurance for eligible deals
Despite these measures, users must exercise caution and follow our safety guidelines.
Yes, but with strict conditions:
- You must have explicit, verifiable written authorization from the legal owner
- Authorization must include specific permission to advertise, negotiate, and transact
- Both your identity and the owner's identity must be verified
- You must clearly disclose your relationship in the listing description
- For transactions, you may need a Power of Attorney (depending on state laws)
Important: Misrepresenting ownership or authority is a Tier 3 violation leading to account suspension and potential legal action.
Listings may be removed for various reasons:
- Inaccurate information
- Prohibited content
- Spam or duplicate listings
- Legal non-compliance
- Multiple user flags
- Fraud suspicions
- Harassment complaints
- Misleading information
- Expired verification
- Inactivity (90+ days)
- Sold/rented status
- Technical issues
If removed, you'll receive a notification with the reason. You can appeal if you believe it was an error. No refunds for paid services if removal was due to violations.
If your question isn't answered here, please contact our support team. For legal advice, consult a qualified attorney as ApnaSell does not provide legal counsel.
Contact & Reporting Mechanisms
We maintain multiple channels for support, reporting, and escalation. Choose the appropriate channel based on your needs for fastest resolution.
Email: support@apnasell.com
Phone: 1800-XXX-APNA (2762)
Hours: Mon-Sat, 9 AM - 8 PM IST
Response Time: Within 48 hours
Email: safety@apnasell.com
Emergency: 1800-XXX-HELP (4357)
Hours: 24/7 Monitored
Response Time: Urgent: 2 hours
Email: legal@apnasell.com
Registered Office: Kolkata, West Bengal
Grievance Officer: grievance@apnasell.com
Response Time: 7 business days
Email: pr@apnasell.com
Partnerships: partners@apnasell.com
Investor Relations: ir@apnasell.com
Response Time: 3-5 business days
12.1 Response Time Commitments
| Issue Type | Priority Level | Initial Response | Resolution Target | Escalation Path |
|---|---|---|---|---|
| Safety Emergency | Critical | 2 hours | 24 hours | Safety Team → Legal → Police |
| Account Suspension | High | 24 hours | 7 days | Support → Moderation → Appeals |
| Payment Dispute | High | 48 hours | 14 days | Finance → Mediation → Arbitration |
| Policy Inquiry | Medium | 48 hours | 7 days | Support → Policy Team |
| General Question | Normal | 72 hours | 14 days | Support → Specialist |
| Feature Request | Low | 7 days | Product Roadmap | Product Team Review |
Check FAQ and knowledge base before contacting support
Include relevant screenshots, transaction IDs, and clear descriptions
Select appropriate contact method based on issue type
Allow reasonable time for investigation and response