Grievance Redressal

1.Grievance Officer

Divyansh Shukla
Grievance Officer, Nara Virtual Private Limited (Private Limited)
Abhanpur, Abhanpur, Raipur- 493661, Chattisgarh
Email: [email protected]
Phone: +91 9183557580

Appointed under the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

2.What you can raise

• a complaint about Blank — billing, a refund, your account, a suspension you disagree with;
• a site hosted on Blank that breaks the Acceptable Use Policy or the law, whether or not you have an account;
• how we handle your personal data, or a request under the DPDP Act that you think we answered wrongly;
• copyright or trademark infringement — the takedown procedure is faster.

3.How to raise it

Email [email protected]with the subject “Grievance”, or write to the address above. Include:

1. your name and how to reach you;
2. what the complaint is about — for a site, its full address;
3. what happened, with dates, and any screenshots or payment ids that help;
4. what you would like us to do.

For a complaint about your own account, write from the email address on the account so we can act on it without asking you to prove who you are.

4.How quickly we answer

• Acknowledgement within 24 hours of receiving it.
• Resolution within 15 days of receiving it, with our decision and the reasons. If we need more information we will ask for it straight away rather than at the end.
• Within 24 hours, we remove or disable a site showing a person in a sexual act, nude or partially nude, or impersonating them in such content, when that person or someone acting for them complains.
• Within 36 hours, we act on an order from a court or an authorised government agency.

5.If you are not satisfied

Reply to our decision and ask us to review it; we answer a review within 15 days too. After that, you can go further:

• Personal data — complain to the Data Protection Board of India under the DPDP Act, once our grievance process is complete.
• A content decision — appeal to the Grievance Appellate Committee set up under the IT Rules 2021, within 30 days of our decision.
• A consumer complaint — the National Consumer Helpline (1915, or consumerhelpline.gov.in), or a consumer commission under the Consumer Protection Act, 2019.

6.What we keep

We keep complaints and our replies as the record of what was raised and decided, as the Privacy Policy describes. We use them only to handle the grievance and to meet our legal obligations.