Grievance Redressal Policy

1. Grievance Officer

Indian law requires us to publish the name and contact details of the officer who handles complaints, and to respond within fixed timelines. Those details are below, and they are not buried behind a form.

2. What you can raise

You do not have to have tried support first. If you would rather come straight here, come straight here.

• Anything about how we have handled your personal data, including a request we refused or answered late.
• A billing dispute, a refund decision, or a charge you did not expect.
• Content or conduct on our platform that you believe is unlawful.
• Service quality — an outage, a defect, or support that did not meet what we published.
• Anything a member of our team said or did that you believe was wrong.

3. What to include

If some of that is missing we will still register the complaint and ask for the rest. We will not use an incomplete form as a reason to delay the clock.

• Your name and how to reach you.
• The company and workspace involved, if there is one.
• What happened, and when.
• What you would like us to do about it.
• Anything that helps — an invoice number, a ticket reference, a screenshot.

4. What happens, and by when

5. Independence

A complaint is not reviewed by the person whose decision or conduct it concerns. Where the complaint is about a refund or a billing decision, the Grievance Officer reviews it afresh rather than confirming what was already decided.

6. If you are not satisfied with our response

We would rather you escalate than give up. The routes below are yours by right and we will not treat you differently for using them.

• Personal data — the Data Protection Board of India, under the Digital Personal Data Protection Act, 2023.
• Personal data, if you are in the EU or UK — your national supervisory authority, or the Information Commissioner’s Office in the UK.
• Consumer matters — the National Consumer Helpline (1915) or the consumer commission with jurisdiction, under the Consumer Protection Act, 2019.
• Payment disputes — your bank or card issuer, and the RBI Ombudsman for Digital Transactions if their answer does not satisfy you.
• Intermediary and content matters — the Grievance Appellate Committee constituted under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

7. Records and confidentiality

We keep a record of every complaint, what we did and how long it took, for three years. We use it to find patterns, not to profile complainants.

Your complaint is shared only with the people who need it to resolve it. We do not disclose your identity to a third party without your agreement unless the law requires it.

Raising a grievance never affects your service, your pricing or your renewal.