Grievance Redressal

Version 0.1 (draft) · Effective: {{EFFECTIVE_DATE}} · Last updated: 24 October 2026

In short (plain language)

• Have a complaint — about your privacy, your voice being misused, harmful AI audio, your account or a payment? Write to our Grievance Officer.
• We acknowledge within 24 hours (48 hours for billing and general questions) and resolve within 30 days at the latest — much faster for urgent cases (for example intimate content within 2 hours, impersonation within 36 hours).
• If you are not satisfied, you can escalate to the authorities listed below.

1. Grievance Officer

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The Grievance Officer is also our contact person for questions about how we process personal data (Digital Personal Data Protection Act, 2023, section 8(9)).

2. What you can complain about

• Privacy and your data: access, correction, deletion, consent, how we process your data.
• Your voice or identity misused: someone cloned or imitated your voice, or AI audio impersonates you.
• Harmful or unlawful AI audio: content that is sexual, involves children, defames, harasses, defrauds, spreads hate or misleads.
• Intellectual property: content that infringes your copyright or other rights.
• Moderation decisions: you think we wrongly blocked a request, removed content or suspended your account.
• Billing and service: charges, refunds, credits, service problems (after paid launch).

3. How to file a complaint

• Online form: /legal/grievance (works with or without an account), or the Report button on any audio, voice or share page.
• Email: grievance@{{DOMAIN}}
• Post: to the Grievance Officer at the address above.

Please include:

1. Your name and how to contact you (email; phone optional).
2. What happened, and when.
3. A link, share link, job ID or file (if you have it) that identifies the content.
4. If your own voice or identity is being misused: a short statement that you are that person, or that you act on their behalf. We may ask for reasonable proof of identity and will use it only for this complaint.
5. What you would like us to do.

Do not send more personal data than needed. We give every complaint a ticket number.

4. Timelines

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[VERIFY: IT Rules Rule 3(2)(a) and 3(2)(b) timelines as amended by G.S.R. 120(E) (2026); DPDP Rules Rule 14(3) (90 days, from 13 May 2027); SPDI Rules Rule 5(9) (one month); Consumer Protection (E-Commerce) Rules, 2020 Rule 4(5) (48 hours / one month) — LAWYER: which of these apply to DamruVani]

While we investigate an impersonation or abuse complaint, we may disable the content or voice straight away. We tell you the outcome and our reasons. Where we act against content, we tell the user who created it, unless that would harm an investigation or the law prevents it.

5. Orders from courts, government and law enforcement

Orders and requests from courts, government agencies and law-enforcement authorities should be sent to legal@{{DOMAIN}} from an official address, with the legal provision relied on. We act on a valid order to remove or disable unlawful content within 3 hours of receiving it, as the IT Rules require [VERIFY: Rule 3(1)(d) as amended], and we keep a record of every request and our response.

6. If you are not satisfied

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7. Records

We keep grievance records for {{SUPPORT_RETENTION}} [OWNER: proposal 2 years after closure] to handle follow-ups and meet legal duties, as described in our Privacy Policy. Content removed after a valid complaint is purged after 30 days, unless an authority asks us to preserve it.