Grievance Redressal Policy
The short version
Write to our Grievance Officer at [email protected]. We confirm receipt within 24 hours and aim to resolve your complaint within 15 days (requests about your personal data within 30 days at most). If you are not satisfied, you can escalate to the Data Protection Board of India or the courts.
1. Grievance Officer
In accordance with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, our Grievance Officer is:
- Name: [Grievance Officer: full name]
- Email: [email protected] (subject line: "Grievance")
- Address: [Postal address in India]
- Available Monday to Friday, 10:00–18:00 IST, except public holidays.
2. What you can raise
- Questions or complaints about your personal data, or a request to access, correct or delete it, or to withdraw consent;
- Content on the Service you believe is unlawful, harmful, infringing or wrong;
- Problems with your account, or concerns about a child's use of the Service;
- Any other complaint about the Service.
3. How to complain
Email the Grievance Officer with: your name and contact email; the email linked to your account (if any); a clear description of the issue, with page links or screenshots if possible; and what outcome you would like. For data requests about a child, tell us you are the parent or guardian. We may ask for reasonable proof of identity to protect accounts from impostors.
4. Timelines
| Step | Timeline |
|---|---|
| Acknowledgement with a reference number | Within 24 hours |
| Resolution of most complaints | Within 15 days of receipt |
| Requests to access, correct or delete personal data | As soon as possible, and within 30 days at most |
| Removal of content that is clearly unlawful, or that exposes someone's private body or impersonates them | Within 24 hours of a valid complaint |
5. If you are not satisfied
Reply to our response and ask for a review; the operator will reconsider it personally. You may also approach the Data Protection Board of India about personal data complaints (after using this process), the appropriate consumer forum, or the courts mentioned in our Terms of Service.
6. Records
We keep a record of complaints and how they were handled for up to 3 years, as described in our Privacy Policy.