Grievance Redressal

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This page explains how to raise a complaint, who handles it and how quickly. It follows the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection (E-Commerce) Rules, 2020.

Grievance officer

Email: hi@saathwala.in
Hours: Monday to Saturday, 10am to 7pm IST

What you can complain about

A profile, photograph or message that breaks our Community Guidelines or the law.
How we handled your personal data, or a request to access, correct or delete it.
A payment, refund or reply-guarantee decision.
A suspension, a rejected verification or a removed listing you think was wrong.

How to file it

Email the grievance officer from your registered email address, or use the contact page.
Include your name, the profile or payment concerned, what happened, and what you would like us to do.
Attach screenshots if you have them. Do not send us your full Aadhaar number.

How quickly we act

Type of complaint	Timeline
Every complaint	Acknowledged within 24 hours, resolved within 15 days
Content that exposes somebody's private areas, shows sexual acts, or impersonates a person, including morphed images	Removed or disabled within 24 hours of the complaint
Other requests to remove unlawful content	Within 72 hours
Personal data requests (copy, correction, deletion)	Within 30 days. You can also download or delete your data yourself from your account.

If you are not satisfied

Content decisions: you may appeal to the Grievance Appellate Committee set up by the Government of India, within 30 days of our decision.
Personal data: once you have used this process, you may complain to the Data Protection Board of India.
Consumer disputes: you may contact the National Consumer Helpline on 1915 or file a complaint at the consumer commission.

Requests from authorities

Law enforcement agencies should write to the grievance officer on official letterhead. We respond to lawful orders within the time the law sets and preserve records as required.