Grievance redressal

Draft. This text is not in force yet. Legal counsel reviews it before the public launch.

Last updated: [date of publication]. Version: [version].

If something is wrong, tell us. This page explains how to complain, who answers, and how fast.

1. Our Grievance Officer


Name	[Grievance Officer name]
Role	Grievance Officer, Love Nakshatra ([Company name])
Email	[grievance email]
Postal address	[Grievance Officer address]
Complaint form	—

The same person answers questions about how we use your personal data.

Your account, sign-in or sign-up.
Your personal data: how we collect it, use it, store it, share it or erase it, and any request about your rights.
A reading, a score or a report.
A payment, a renewal, a cancellation or a refund.
Another member's profile, message or behaviour.
Any content on Love Nakshatra that you think breaks our Terms of Use or the law.

Write to [grievance email] or use the complaint form [build]. Please include:

the email address of your Love Nakshatra account (we use it to find your account; we never ask for your sign-in code);
what happened, and when;
what you want us to do;
for content, the link or a screenshot of it.

You can complain for another person if they asked you to, or as a nominee. Tell us your connection to that person.

Step	Time
We acknowledge your complaint, with a ticket number	Within 24 hours
We resolve your complaint	Within 15 days of receipt
We act on a request to remove content that is unlawful under section 8 of our Terms of Use (all items of its first list except items 1, 4 and 11)	Within 72 hours
We remove content that shows a person's private area, nudity or sexual act, or that impersonates a person (including a morphed image)	Within 24 hours

We tell you what we decided and why. If we need more information, we ask once, and the clock continues.

Grievance Appellate Committee. If you disagree with our decision, or we do not resolve your complaint in 15 days, you can appeal to the Grievance Appellate Committee within 30 days, at https://gac.gov.in.
Data Protection Board of India. For a complaint about your personal data that we did not resolve, you can complain to the Board at [Board link].
Consumer commission. For a complaint about a paid service, you can contact the National Consumer Helpline (1915, https://consumerhelpline.gov.in) or file a complaint with the consumer commission where you live or work (https://edaakhil.nic.in).

These routes are your rights. Using our grievance process first does not take any of them away.

We never ask you to give up a right in order to complain.
We do not close or limit your account because you complained.
We keep each complaint and its answer for [1 year], and only to handle the complaint and to show that we handled it.
If content is removed after a complaint, we keep it and its records for 180 days for an investigation, or longer if a court or an authorised agency asks.

Grievance Officer: [name], [email], [address]. We acknowledge a complaint within 24 hours and resolve it within 15 days.