Grievance Redressal

1. Scope

In accordance with Rule 3 of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ('IT Rules, 2021') and Section 13 of the Digital Personal Data Protection Act, 2023 ('DPDP Act'), Tolinks provides this grievance redressal mechanism. It applies to complaints about the Platform — including content published on pages, violation of the Acceptable Use Policy, data-protection grievances, refunds, and account matters.

2. Grievance Officer

The designated Grievance Officer for matters under the IT Rules, 2021 is:

• Name: [Grievance Officer name]
• Designation: Grievance Officer, Tolinks
• Email: grievance@tolinks.in
• Address: to be published on this page
• Working hours: Monday to Friday, 10:00 – 18:00 IST

3. How to File a Grievance

• Write to grievance@tolinks.in with the subject 'Grievance' and include: your name, contact email, a description of the issue, the specific page URL or feature involved, and any supporting material.
• For urgent safety matters (for example, non-consensual intimate imagery), mark the subject 'Grievance — urgent' and include as much detail as you can.
• Anonymous reports are accepted; including contact details helps us update you on the outcome.

4. Timelines

We will:

• Acknowledge your grievance within 24 hours of receipt, with a reference number;
• Attempt to resolve it within fifteen (15) days of receipt, as required by the IT Rules, 2021;
• Keep you informed of progress where we have a contact method.
• Privacy grievances are additionally addressed within the timelines and through the mechanism described in the Privacy Policy (Section on Rights as a Data Principal), and you may escalate to the Data Protection Board of India if unsatisfied.

5. What We Will Do

On receiving a grievance, we will verify the complaint, act on content that violates the law or our policies (including removal or disabling access to offending content under Section 79 of the IT Act, 2000 where required), and inform both the complainant and the affected user of the action taken. Where a complaint is about a refund or an account, we will investigate and resolve it under the relevant policy.

6. Co-operation With Law Enforcement

We may co-operate with courts, government agencies, and law enforcement for complaints referred to us, and may disclose information as required by legal process, consistent with the Privacy Policy. We retain records of grievances as required by the IT Rules, 2021.

7. Further Recourse

If you are not satisfied with our response, you may pursue remedies available under applicable law, including approaching the Data Protection Board of India (for data-protection grievances) or the appropriate consumer forum or court (for consumer matters).

8. Contact

For all other queries: support@tolinks.in or the Contact page.