1. How to raise a grievance
1.1Who can complain. Any user, listing owner, professional, vendor or visitor, and anyone affected by content on the Platform, can complain about a listing or review, a user, a service, a booking, content that breaches their rights, or how their personal data is handled.
1.2How. Write to the Grievance Officer using the details on this page, or send a message through the contact form on the About & Contact page starting with the word "Grievance". Give your name and contact details, a clear description, the link to the page concerned and any evidence.
1.3Confirming identity. We may ask you to confirm who you are before acting on a request about an account or personal data.
1.4Grievance Officer. As the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require, the name, designation and contact details of our Grievance Officer are published on this page under Legal details.
2. What we will do
2.1Acknowledgement. We will acknowledge your complaint within 24 hours and give it a reference.
2.2Resolution. We will examine it and resolve it, or tell you why we cannot, within 15 days of receiving it. Complaints about content that exposes a person's private areas or is sexual in nature are acted on within 24 hours.
2.3Content decisions. If we remove or restore content as a result, we will tell the people concerned and, where we can, give reasons.
2.4Personal data requests. For access, correction, erasure and consent-withdrawal requests under the Privacy Policy, we will respond within the time the law sets, and within 15 days where we can.
2.5Records. We keep a record of complaints and their outcomes.
3. Copyright, court orders and legal notices
3.1Infringement notices. If you believe content infringes your copyright, trademark or other right, send a notice with your details, what is infringed, the exact link, a statement that you are the owner or authorised, and a statement that your information is accurate.
3.2Court and government orders. We act on valid orders and directions from courts and authorities. Please send the full order and the links concerned.
3.3Disputed property. If you are a lawful owner or claimant and say a listing is unauthorised, send proof such as title or authority documents and any order, and we will review the listing. We may hide it while we do.
4. If you are not satisfied
4.1Escalate. If you are not satisfied with our reply, write again quoting your reference and we will have it reviewed at a more senior level.
4.2Other forums. You may also approach the National Consumer Helpline (1915), the consumer commission, the Rajasthan RERA authority for matters within its jurisdiction, the police for crimes such as fraud, or the courts, as the law allows. Raising a grievance with us does not take away these rights.
4.3Data protection. For personal data matters, once the relevant provisions are in force, you may also complain to the Data Protection Board of India after raising it with us.