Grievance Redressal & User Rights Notice

Grievance Redressal & User Rights Notice

Grievance Redressal & User Rights Notice

Effective Date: 6th August 2025

This Grievance Redressal & User Rights Notice (“Policy”) is issued by Lahar Networks Private Limited (“Company”, “Lahar”, “we”, “our”, or “us”) in compliance with:

  1. Information Technology Act, 2000 (Sec. 79)

  2. Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

  3. Digital Personal Data Protection Act, 2023

  4. Applicable Merchant Acquiring Bank and Payment Network norms

This Policy explains how Users (“User”, “you”, “your”) may raise complaints, the process for grievance resolution, and the rights available to Users.


1. Appointment of Grievance Officer

In compliance with IT Rules 2021, Lahar has appointed the following Grievance Officer:

Grievance Officer
Lahar Networks Private Limited
D-365, West Vinod Nagar, East Delhi, Delhi 110092, India
Email: [email protected]


2. Filing a Complaint

2.1 Users may submit complaints relating to:

  1. Content posted on the Platform (including unlawful, defamatory, or harmful content).

  2. Privacy, data protection, and misuse of personal data.

  3. Payment disputes, chargebacks, and settlement issues.

  4. Fraud, unauthorized use, or account compromise.

  5. Any violation of Lahar’s Terms of Service or Privacy Policy.

2.2 Complaints must include:

  1. User’s full name and contact information.

  2. Account details (username, email ID, or registered phone number).

  3. Detailed description of the grievance.

  4. Supporting evidence, if available.


3. Complaint Acknowledgement and Resolution

3.1 Acknowledgement:

  1. All complaints will be acknowledged within 24 hours of receipt.

3.2 Resolution Timelines:

  1. Complaints related to content removal under IT Rules: within 72 hours of reporting.

  2. Complaints related to privacy/data misuse: within 7 business days.

  3. Complaints related to payments/chargebacks: within 15 business days or as mandated by applicable RBI/merchant acquiring norms.

  4. Other complaints: within 30 calendar days.

3.3 Escalation: If a User is unsatisfied with the response, they may escalate to:

  1. Nodal Officer appointed by Lahar (for regulatory escalation).

  2. Relevant statutory authorities, such as CERT-In or the Data Protection Board of India (under DPDP Act, 2023).


4. User Rights

In line with DPDP Act, 2023, IT Rules, 2021, GDPR, and CCPA, Users have the following rights:

4.1 Access: Right to request details of personal data held by Lahar.
4.2 Correction: Right to correct inaccurate or incomplete data.
4.3 Erasure: Right to request deletion, subject to legal and contractual retention obligations.
4.4 Portability: Right to obtain a copy of data in machine-readable format (where applicable).
4.5 Withdrawal of Consent: Right to withdraw consent at any time, subject to service limitations.
4.6 Children’s Data: Parents/guardians may exercise rights on behalf of minors.
4.7 Payment Disputes: Right to fair handling of disputes, chargebacks, and refunds, in compliance with RBI, card network, and acquiring bank norms.


5. Compliance with Laws

Lahar shall ensure grievance redressal and user rights are handled in accordance with:

  1. DPDP Act, 2023 (India)

  2. IT Act, 2000 and IT Rules, 2021

  3. Consumer Protection Act, 2019 (E-Commerce Rules)

  4. CERT-In Directions, 2022 (cyber incident reporting)

  5. GDPR (EU/UK), CCPA (California), COPPA (USA) and other applicable global laws


6. Updates

This Policy may be updated periodically. Users will be notified of significant changes via email or Platform notifications. Continued use after updates constitutes acceptance of the revised Policy.


7. Contact

For all complaints and user rights requests, contact the Grievance Officer at:

Lahar Networks Private Limited
D-365, West Vinod Nagar, East Delhi, Delhi 110092, India
Email: [email protected]