Grievance Redressal Policy

Last updated — April 2026

This Grievance Redressal Policy has been established by Graybyte Private Limited ("Glymp", "we", "us", or "our") in compliance with the Information Technology Act, 2000; the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"); the Digital Personal Data Protection Act, 2023 ("DPDP Act"), to the extent its provisions have come into force; and other applicable laws of India. We are committed to providing a transparent, fair, and timely mechanism for addressing user and business complaints.

1. Grievance Officer

In accordance with the IT Rules 2021, Glymp has appointed a Grievance Officer to address your concerns:

Name: Khushal Paliwal

Designation: Director

Email: khushal@glymp.app

Address: 6th floor, Lightbridge, Hiranandani Business Park, Saki Vihar Rd, Tunga Village, Chandivali, Powai, Mumbai, Maharashtra 400072

Availability: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

2. Types of Complaints Handled

The Grievance Officer handles complaints related to:

2.1 Content-Related Grievances

Objectionable, defamatory, or offensive content posted by other users or businesses.
Copyright or intellectual property infringement.
Content that violates our Community Guidelines.
Fake reviews, misleading business listings, or spam.
Content exposing personal information (doxxing).

2.2 Account-Related Grievances

Unauthorized access to your account.
Account suspension or termination disputes.
Identity theft or impersonation.
Issues with account verification or recovery.

2.3 Privacy and Data Grievances

Concerns about personal data collection, usage, or sharing (including under the DPDP Act 2023).
Requests to exercise Data Principal rights: access, correction, erasure, withdrawal of consent, data portability, nomination, or objection.
Breach of privacy commitments outlined in our Privacy Policy.
Unauthorized use or disclosure of your personal data.
Requests related to nominating another individual to exercise data rights on your behalf under the DPDP Act 2023.

2.4 Platform and Service Grievances

Technical issues affecting your use of the platform.
Disputes related to Glymp Coins or rewards.
Issues with paid promotions or business features.
Billing or payment-related complaints.

2.5 Business-Related Grievances

Misleading business practices or listings encountered on the platform.
Disputes between users and businesses.
Complaints about business account conduct.

3. How to File a Complaint

3.1 In-App Reporting

The fastest way to report issues:

Use the "Report" button available on posts, reviews, comments, and profiles.
Select the reason for reporting from the provided categories.
Add supporting details or screenshots if applicable.
Your report will be logged and reviewed promptly.

3.2 Email Complaint

You may file a detailed complaint by emailing khushal@glymp.app. Please include:

Your full name and registered email/phone number.
A clear description of the complaint with specific details.
Relevant URLs, screenshots, or evidence.
The specific relief or action you are seeking.
Date and time of the incident (if applicable).

3.3 Written Complaint

You may send a written complaint by post to:

Graybyte Private Limited
Attn: Director
6th floor, Lightbridge, Hiranandani Business Park, Saki Vihar Rd, Tunga Village, Chandivali, Powai, Mumbai, Maharashtra 400072

4. Resolution Timelines

We follow the timelines prescribed under the IT Rules 2021:

Stage	Timeline	Details
Emergency Takedown	Within 36 hours	Content involving child safety (CSAM), imminent violence, or ongoing criminal activity is removed within 36 calendar hours of a credible report, as required under IT Rules 2021. Account suspension follows immediately.
Acknowledgement	Within 24 hours	You will receive a confirmation with a unique complaint reference number.
Initial Assessment	Within 48 hours	The complaint is reviewed and categorized. You may be asked for additional information.
Investigation	3–10 calendar days	We investigate the complaint, consult relevant teams, and gather evidence.
Resolution	Within 15 calendar days	A decision is communicated to the complainant with the action taken or reason for closure, as mandated by IT Rules 2021.
Complex Cases	Up to 30 calendar days	Cases requiring legal review, regulatory coordination, or third-party engagement may take up to 30 calendar days, with prior intimation to the complainant.

⚡ All timelines above are measured in calendar days unless otherwise stated. Saturdays, Sundays, and public holidays are included.

5. Actions We May Take

Based on our investigation, we may:

Remove or restrict access to offending content.
Issue a warning to the violating user or business.
Temporarily suspend the violating account (7–30 days).
Permanently terminate the violating account.
Restore content or accounts that were incorrectly flagged.
Refer the matter to law enforcement if criminal activity is suspected.
Provide information to judicial or quasi-judicial authorities as required by law.

All actions are taken in accordance with the principles of natural justice, and affected parties are given an opportunity to present their case before final action.

6. Escalation Process

If you are not satisfied with the resolution provided by the Grievance Officer:

Step 1: Internal Escalation

Email support@glymp.app with subject "Escalation — [Complaint Reference Number]". A senior team member will review the matter within 7 calendar days.

Step 2: External Recourse

If still unsatisfied, you may approach:

The Data Protection Board of India — for data-related grievances under the DPDP Act 2023 (once the Board is constituted and operational).
The Cyber Crime Cell of the relevant jurisdiction.
The Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
The appropriate court of law in Mumbai, Maharashtra, India.

7. Transparency and Compliance Reporting

In accordance with Rule 4(1)(d) of the IT Rules 2021, Glymp publishes monthly compliance reports that include:

Number of complaints received and their nature during the reporting period.
Number of complaints resolved and average resolution time.
Number of content items removed proactively (suo motu) and on complaint basis, with category breakdown.
Number of accounts suspended, terminated, or restricted.
Number of emergency takedowns (36-hour actions) during the period.

These reports are published on our website and submitted to the Ministry of Electronics and Information Technology (MeitY) as required. Note: The obligations applicable to Significant Social Media Intermediaries (SSMIs) under IT Rules 2021 (such as additional traceability, chief compliance officer, and nodal officer requirements) apply only when a threshold of 5 million registered users in India is crossed. Glymp will implement these additional obligations when and if that threshold is reached.

8. Confidentiality

All complaints are treated with strict confidentiality.
Reporter identity is not disclosed to the reported party without consent, unless required by law.
Internal access to complaint details is limited to authorized personnel.
Records of grievances are maintained securely for a period of 180 days from the date of resolution.

9. Good Faith Reporting

We encourage good-faith reporting of genuine concerns.
Filing false, frivolous, or malicious complaints repeatedly may itself result in action against the reporter, including account restrictions.
We do not retaliate against users who file complaints in good faith.

10. Changes to This Policy

We may update this Grievance Policy from time to time. Changes will be posted on this page with an updated effective date. Material changes will be communicated through in-app notifications.

11. Contact Us

Graybyte Private Limited

6th floor, Lightbridge, Hiranandani Business Park, Saki Vihar Rd, Tunga Village, Chandivali, Powai, Mumbai, Maharashtra 400072

Grievance Officer: khushal@glymp.app

General Support: support@glymp.app