PLATFORM
RULES.

How businesses are ranked

No business can pay GRAJ to rank higher. Nothing in any ranking depends on a payment to GRAJ. These are the main parameters, where each applies, and how much each one weighs:

The directory on Explore (people and businesses). Matching comes first and decides whether you appear at all; prestige then decides the band; the name decides the order inside it.

• Only what you asked for: role, name, country, state or city, and category — a business that does not match is not shown.
• Contribution tier: businesses whose tier carries directory prestige (lib/prestige-first.ts) are listed first.
• Then alphabetical order by name.

Product search. The score is the sum of those weights and nothing else.

• How each word you typed meets the product's name, description, category and certifications: the same word counts 1, a synonym 0.8, a close spelling up to 0.7.
• A product that meets more of the words ranks above one that meets fewer.

Promoted placements. None on the organic results.

• A brand may feature its own product against a few search words. It is labeled "Promoted", shown in its own lane beside the results, and never changes their order.
• GRAJ charges nothing for a placement: no payment of any kind affects any ranking.

Restriction, suspension and termination

GRAJ can restriction, suspension, termination what a business does on the protocol. Whenever it does, the business is given a statement of reasons — the specific facts and the rule in the terms it rests on — before or at the moment it takes effect, on its Support page and as a notification.

A termination takes effect 30 days after the notice at the earliest, except where:

• GRAJ is under a legal or regulatory obligation that does not allow notice
• An imperative reason under national law, in line with EU law
• Repeated infringement of the terms, which GRAJ can show

Today a restriction is enforced on a business's consumer shop: while one is in force, consumers cannot buy there and are told the shop is not taking orders. Every restriction, and every lifting of one, is recorded with who decided it and when, and the business reads the same record.

Complaints

A business can complain, free of charge, from Support → Your standing on GRAJ, about:

• A restriction, suspension or termination
• How I am ranked
• Access to data
• GRAJ treating its own goods differently
• Something that does not work
• Something else

A person at GRAJ decides each complaint and records the outcome in words — upheld, partly upheld or not upheld, and why. The business is told the outcome and reads it on the same page. Nothing about a complaint is ever edited after it is decided.

GRAJ has not yet named mediators under Art. 12. Until it does, a complaint is decided through the internal route on this page, and nothing here limits your right to go to court.

How GRAJ treats its own goods

• GRAJ sells goods of its own in one place: GRAJ Gear (merchandise, made to order through a print partner). Gear is sold on its own pages and is not listed in the directory or in product search, so it does not compete with any business's listing for position.
• GRAJ's fee on every business's sales is the same 5% of the net order subtotal, written once in the code (lib/split-engine.ts). No business pays a different rate and GRAJ's own goods are not given a lower one.
• GRAJ gives no business preferential access to other businesses' data. A business sees the orders, customers and messages it is a party to, and nothing else.

Access to data

• You can read and export the orders, customers, products, payouts and messages you are a party to, from your own screens.
• Consumers' and buyers' details reach you only for orders with you. GRAJ does not sell or share your data with other businesses.

Changes to the terms

Every business is told of a material change to the Terms of Service before it takes effect, each version is kept with what changed, and you are asked to accept the new version before you continue. GRAJ aims to give at least 15 days' notice, and the screen a change is published from warns whenever it would take effect sooner. A business that does not accept may close its account before the change takes effect.