Our commitment
We want to hear when something is wrong, and to fix it fairly and quickly. This policy is our grievance redressal mechanism under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, and applies to complaints about content, accounts, conduct, privacy and the Services.
The Grievance Officer
| Name | Mrinal Sethi |
|---|---|
| Designation | Grievance Officer, Paxika Private Limited |
| connect@paxika.com | |
| Registered office (legal correspondence only) | D-26, Jadunath Enclave, Sector 29, Faridabad, Haryana, India |
| Telephone and hours | +91 93114 77853, 12–4 pm IST, Monday to Friday. Complaints are handled by email and, where needed, by phone; there are no in-person meetings. |
How to make a complaint
Write to connect@paxika.com with “Grievance” in the subject. So that we can act quickly, please include:
- your name and how to reach you, and your membership ID if you have one;
- the page, profile, listing or message you are complaining about, with its web address if possible;
- what is wrong, and what you would like us to do;
- any evidence that helps, such as screenshots.
What we will do, and by when
- We will acknowledge your complaint within twenty-four hours of receiving it.
- We will resolve it within fifteen days. For a complaint from a consumer about a seller or the Services as an e-commerce entity, we will in any case redress it within one month.
- If a complaint is complex, or we need more from you, we will tell you what is happening and when to expect an answer.
- We will tell you what we decided and why.
Reporting content or an account
You can report content or an account that you believe breaks the law, our Terms or the Community and Marketplace Rules, in the same way. We act on valid reports promptly. Where a complaint is that content shows a person in an intimate or private way without their consent, or is an impersonation of the person complaining, we will remove or disable access to it within twenty-four hours of the complaint. We may restrict content while we look into a report.
Copyright complaints
If you believe material on Paxika infringes your copyright, send the Grievance Officer a written notice that identifies the work, the material and where it appears, shows that you own or act for the owner of the copyright, and gives your contact details. Under the Copyright Act, 1957, we may keep the material disabled for twenty-one days, and if the person who complains does not go to court in that time, we may restore it.
Privacy and data requests
Requests about your personal data, such as a copy, correction or deletion, can be made from your account page or to the address above. They are covered by the Privacy Policy, and we respond within thirty days.
If you are not satisfied
- Write to us within thirty days of our decision and ask for it to be reviewed by someone who was not involved. We will answer within fifteen days.
- You may appeal to the Grievance Appellate Committee established under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, within thirty days of our decision.
- You may approach a consumer commission under the Consumer Protection Act, 2019, the National Consumer Helpline (1915), the Data Protection Board of India for matters about personal data, or a court with jurisdiction.
- If you are outside India, you may also contact the consumer or data protection authority of your country.
Requests from authorities
Courts and government authorities that need to reach us about content or members should write to the Grievance Officer at the address above. We respond to lawful orders and requests that are made in accordance with the law.
Records
We keep a record of each complaint, what we did and when, so that we can show that we followed this policy and learn from it. Each record is kept only as long as that purpose or the law requires.