Grievance Redressal Policy

1. Introduction

Funtoosh is committed to addressing user grievances promptly and fairly, in compliance with Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Information Technology Act, 2000, and Digital Personal Data Protection Act, 2023. This policy explains how you can raise grievances related to content, privacy, wallet, advertisements, blocking, reporting, and account actions, and how we resolve them.

2. Definitions

• Grievance: Any complaint regarding content, privacy, wallet, payments, advertisements, user conduct, or platform actions.
• Grievance Officer: Designated officer to receive and redress grievances per IT Act.
• Intermediary: Funtoosh acts as intermediary for user-generated content per IT Act, with content moderation for reported content.

3. Grievance Officer Details

Contacting Grievance Officer via email is fastest and creates ticket with auto-acknowledgment.

4. Scope of Grievances

We handle grievances related to:

• Content: Violations of Content Policy, Community Guidelines, User Conduct Policy, Acceptable Use Policy
• Privacy: Data handling per Privacy Policy, Data Retention & Deletion Policy
• Wallet: Recharge, paid messaging, tips, payouts per Wallet Policy, Payment Terms, Refund Policy
• Account: Suspension, termination per Account Suspension & Termination Policy
• Advertisements: Misleading internal ads marked Sponsored
• Copyright/IP: Infringement per Copyright Policy and Intellectual Property Policy
• Safety: Harassment, privacy violations, child safety per Safety Policy and Trust & Safety

Grievance Categories — IT Rules 2021, Rule 3(1)(b)

Complaints about any of the following categories of unlawful content are acknowledged within 24 hours and acted on within the timelines below (72 hours for prohibited content). Per the Explanation to Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we remove or disable access to content falling in any of these categories within 24 hours of receiving actual knowledge:

1. Content that belongs to another person and to which the user does not have any right.
2. Content that is defamatory.
3. Content that is obscene, pornographic or paedophilic.
4. Content that is invasive of another person's privacy, including bodily privacy.
5. Content that is insulting or harassing on the basis of gender, or is racially or ethnically objectionable.
6. Content relating to, or encouraging, money laundering or gambling, or otherwise inconsistent with or contrary to the laws of India.
7. Content that is harmful to minors.
8. Content that infringes any patent, trademark, copyright or other proprietary right.
9. Content that deceives or misleads the addressee about the origin of the message, or knowingly and intentionally communicates misinformation; or that is patently false and untrue and is written or published to mislead or harass any person, entity or agency for financial gain or to cause injury.
10. Content that impersonates another person.
11. Content that threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states or public order, causes incitement to the commission of any cognisable offence, or prevents investigation of any offence; and content containing software viruses or other computer code designed to interrupt, destroy or limit the functionality of any computer resource.

5. Grievance Process

1. Submission: Email [email protected] with subject line indicating nature (e.g., "Privacy Grievance - [Username]" or "Wallet Grievance - [Transaction ID]"). Include email used for Email OTP login, description, evidence (screenshots, message IDs, timestamps, transaction IDs where applicable), and desired resolution.
2. Acknowledgment: Auto-reply within 24 hours with ticket ID.
3. Review: Grievance Officer and relevant team (safety, legal, wallet) review within timelines below, may request additional info.
4. Resolution: Decision communicated via email with reasoning and action taken (content removal, warning, suspension, refund per Refund Policy, etc.).
5. Appeal: If dissatisfied, reply within 15 days for re-review by separate senior team per Transparency Page.

6. Timelines

The following timelines apply from the moment a complaint reaches us. Those marked statutory are the maximum periods permitted under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

• Acknowledgment of any grievance: Within 24 hours — statutory, Rule 3(2)(i)
• Disposal of any grievance: Within 15 days — statutory, Rule 3(2)(i)
• Non-consensual intimate imagery, nudity, or morphed sexual content: Removed within 24 hours of a valid complaint — statutory, Rule 3(2)(b)
• Child sexual abuse material or content endangering a minor: Removed within 24 hours, and reported to the appropriate authority
• Other prohibited content (Rule 3(1)(b)): Acted upon within 72 hours — statutory
• Court orders and lawful government requests: Actioned within 36 hours — statutory, Rule 3(1)(d)
• Self-harm or suicide risk: Reviewed immediately on receipt, with crisis helpline information surfaced to the user
• Privacy & data grievances: Resolved within 15 days, per IT Rules 2021 and the DPDP Act, 2023
• Wallet & payment grievances: Acknowledgment 24 hours, decision 3 business days, refund 5–7 business days if approved, per Payment Terms
• Copyright/IP: Review within 3 business days per Copyright Policy

Content removed or disabled following a complaint, along with the associated records, is retained for 180 days for investigation purposes as required under Rule 3(1)(g), unless a longer period is directed by a court or competent authority.

Where content is removed on our own initiative rather than in response to a court or government order, the affected user is notified with the reason and given an opportunity to dispute the action, in line with Rule 4(8). Automated detection tools are used to flag content for review; they do not by themselves determine the outcome, and a human reviewer makes the final decision.

7. Escalation

If your grievance is not resolved to your satisfaction within the stated timelines, or you are dissatisfied with the Grievance Officer's decision, you may appeal to the Grievance Appellate Committee (GAC) under Rule 3A of the IT Rules 2021, within 30 days of receiving the decision, through the official GAC online platform: https://gac.gov.in.

You may also escalate to appropriate authorities per applicable law, including approaching courts in Kanpur, Uttar Pradesh, India, or consumer forums where consumer protection principles apply. For EU users, you may have right to lodge complaint with data protection authority per GDPR principles, though we aim to resolve directly.

8. User Responsibilities

• Provide accurate information and evidence for grievance, use blocking and reporting features for immediate safety.
• Do not file frivolous or false grievances; misuse may lead to warning per Anti-Spam Policy.
• Keep Email OTP secure and do not share session; provide email used for login for verification.

9. Platform Responsibilities

• Maintain Grievance Officer, acknowledge and resolve within stated timelines, provide reasoning, and log anonymously in Transparency Page reports.
• Implement content moderation for reported content, fraud prevention, abuse detection, spam detection, and security monitoring to reduce grievances.
• Provide transparent policies and contact channels for General Support, Business Inquiry, Advertisement Inquiry, Legal Request, Copyright Complaint, and Grievance Officer.

10. Contact Information

• Grievance Officer: [email protected] — Response 15 days per IT Act
• General Support: [email protected] — 24-48h
• Safety: [email protected] — 24h for safety
• Legal: [email protected]
• Privacy: [email protected]
• Billing/Wallet: [email protected], [email protected]
• Copyright: [email protected]

Effective Date: July 31, 2026 • Last Updated: July 31, 2026 • Future-ready for global expansion and evolving intermediary guidelines.