Grievance Redressal Policy
Last updated — April 2026
This Grievance Redressal Policy has been established by Glymp ("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, 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: Powai, Mumbai, Maharashtra, India
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.
- Requests for data access, correction, or deletion.
- Breach of privacy commitments outlined in our Privacy Policy.
- Unauthorized use of your personal data.
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:
- Glymp
- Attn: Director
- Powai, Mumbai, Maharashtra, India
4. Resolution Timelines
We follow the timelines prescribed under the IT Rules 2021:
| Stage | Timeline | Details |
|---|---|---|
| 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 days | We investigate the complaint, consult relevant teams, and gather evidence. |
| Resolution | Within 15 days | A decision is communicated to the complainant with the action taken or reason for closure. |
| Complex Cases | Up to 30 days | Cases requiring legal review or external coordination may take up to 30 days, with prior intimation. |
⚡ For complaints involving imminent harm, illegal content, or child safety, we take immediate action (content removal within 24 hours).
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 days.
Step 2: External Recourse
If still unsatisfied, you may approach:
- 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 the IT Rules 2021, Glymp publishes periodic compliance reports that include:
- Number of complaints received and their nature.
- Number of complaints resolved and average resolution time.
- Number of content items removed proactively and on complaint basis.
- Number of accounts suspended or terminated.
These reports are published on our website and may be shared with relevant authorities upon request.
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
Glymp
Powai, Mumbai, Maharashtra, India
Grievance Officer: khushal@glymp.app
General Support: support@glymp.app