Grievance Officer

Vagary Labs LLP · Effective Date: 2026-07-29 · Version v2.0

1. Who to contact

Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, Vagary Labs LLP designates a Grievance Officer to receive and resolve complaints.

The Grievance Officer is resident in India, as required.

2. What you can raise here

• Complaints about how your personal data has been collected, used, shared or retained.
• A data-deletion, access or correction request that was not handled properly — see Data Deletion for the ordinary route.
• Content you believe is unlawful, infringing, or impersonates you or someone else.
• Complaints about a refund or billing decision you have already raised once.
• Any other complaint about our services or conduct.

3. Timelines we are bound to

These are the periods set by the Intermediary Guidelines as amended with effect from 20 February 2026. Several were shortened substantially by that amendment; the figures below are the current ones.

Stage	Within
We acknowledge your complaint	24 hours
We resolve it and tell you the outcome	7 days
A request to remove unlawful content	36 hours
Content impersonating a person — including artificially morphed images — or a non-consensual intimate image	2 hours
Removal on a court order, or a reasoned written direction from an authorised government officer	3 hours
Grievances about our news and current-affairs publications	15 days

The two-hour clock for impersonation and non-consensual intimate imagery is deliberately short because the harm compounds by the hour. Complaints of that kind should be sent directly to the Grievance Officer above and marked urgent; they are not queued behind ordinary correspondence.

If a complaint needs longer than the applicable period — because it depends on a third party, for example — we tell you that before the period is up, along with what we are waiting on. We do not let the clock run out silently.

4. What to include

A complaint is easier to resolve quickly when it contains: your name and a contact address; the product or page concerned; what happened and when; the outcome you are looking for; and, for a content complaint, the specific URL. If you are complaining on someone else's behalf, say in what capacity.

5. How we handle it

Complaints are logged on receipt with a reference, reviewed by the Grievance Officer, and answered in writing with reasons. Where a complaint is escalated from an earlier decision, it is looked at afresh rather than re-confirmed.

6. If you are still not satisfied

You retain every right you would otherwise have. Depending on where you are and what the complaint concerns, you may approach:

• the Data Protection Board of India, under the DPDP Act, 2023;
• your supervisory authority in the EU or the UK, under the GDPR or UK GDPR;
• your state Attorney General in the United States, where a state privacy law applies;
• a court of competent jurisdiction.

Nothing on this page requires you to exhaust our process before exercising a legal right.

7. Related routes

For ordinary requests that are not complaints, the direct routes are usually faster: data deletion, refunds and cancellation, and general contact. Security vulnerabilities should go to the disclosure route on our Security page.