Grievance Redressal Mechanism

Clause 19

This Grievance Redressal Mechanism shall cover every type of grievance relating to any of the Policies, Programs, Guidelines, and/or Agreements on the Platform or any other aspect of the Platform or any action or omission on our part, except for grievances relating to any User Content being Prohibited Content or infringing intellectual property rights. Any grievances or complaints that any User Content infringes any intellectual property rights shall be dealt with in accordance with our Intellectual Property Disputes Mechanism and clause 5.3.4 of these Terms, while any grievances or complaints that any User Content is Prohibited Content on any grounds other than that it infringes any intellectual property rights shall be dealt with in accordance with clauses 5.3.2 and 5.3.3 of these Terms.

If you have a grievance which is covered by this Grievance Redressal Mechanism, you can send us an email at thesocialcomments@gmail.com with the details of your grievance and any reasons/proof which are required to substantiate your grievance. You must submit your valid email-id at the time of submission of the grievance. We will send you an acknowledgement within twenty-four (24) hours of receiving your email. In case you do not receive an acknowledgement within twenty-four (24) hours, please contact us at thesocialcomments@gmail.com. We will try to resolve your grievance within forty-eight (48) hours of receiving your grievance but it may take us upto seven (7) days. Once we have reached a decision on your grievance, we shall communicate our decision to you.

If you are not satisfied with our decision on your grievance, you can appeal our decision by sending us a mail at thesocialcomments@gmail.com stating your objections to our decision along with any additional proofs to substantiate your objections. We shall acknowledge your appeal within twenty-four (24) hours of receiving your email. We will go through your objections to our decision and inform you of our decision on your appeal within seven (7) days of receiving your appeal. Please note that the decision given after the appeal shall be final and no further appeal shall lie against this decision.

All communications and acknowledgements made by us in response to your grievance shall be send through email to the email id from which you first mailed your grievance to us. Please ensure that the aforementioned email id remains operational throughout the duration of the grievance redressal process. Once your grievance is resolved, any personal details collected by us during the grievance redressal process shall be deleted in accordance with the provisions of our Privacy Policy.