Grievance Redressal & Contact

1. Our commitment

If something has gone wrong with RiseDare, we want to hear about it and put it right. This policy explains how to complain, who will deal with your complaint and how long it should take.

RiseDare is operated by (to be added), (to be added). Raising a complaint is free. You will not be treated less favourably, and your account will not be restricted, because you complained in good faith.

2. Who can complain, and about what

Anyone may use this process: a user of the app or website, a parent or guardian of a user, a person who has been affected by something another user did in RiseDare, or a person nominated to act for a user. You can complain about:

• Your account, sign-in or the way the service works, including an alarm that did not ring.
• Payments, subscriptions, free trials, renewals, refunds and invoices.
• Hardcore Mode charges, grace passes, donations and appeals.
• Rewards, partner coupons and referrals.
• Your personal data: access, correction, deletion, consent, or a suspected data breach.
• Content or behaviour in groups, including harassment, impersonation or content that concerns you.
• A moderation decision, such as removed content or a suspended account.
• Chuzi AI responses.
• Intellectual property, such as use of your copyright work or trade mark.
• A breach of any of our policies or of the law.

3. Step 1: contact support first

Most problems are solved fastest by our support team. Write to [email protected], or use the Help section of the app or website. For a privacy question or a request about your personal data, write to [email protected]. For a refund on a purchase made on risedare.com, follow the Refund & Cancellation Policy.

You do not have to take this step. You may go straight to the Grievance Officer if you prefer, and you should do so if your complaint is about unlawful content, a child's safety or a privacy breach.

4. Step 2: complain to the Grievance Officer

If support has not solved the problem, or you want to make a formal complaint, write to the Grievance Officer by e-mail or by post using the details below. A complaint may be written in English or Hindi. Please mark the subject line Grievance, followed by a few words describing the issue.

5. Grievance Officer

• Name: (to be added)
• Designation: Grievance Officer
• E-mail: [email protected]
• Postal address: (to be added), (to be added)

6. What to include

A complete complaint lets us act without writing back for details. Please include as much of the following as applies.

• Your full name and a way to reach you.
• The e-mail address or phone number registered on your RiseDare account, if you have one.
• A clear description of what happened and the date and time.
• For a payment complaint: the order ID or transaction ID, the amount, the date and where you paid (App Store, Google Play or risedare.com).
• For a Hardcore Mode complaint: the date of the alarm and the charge, and the outcome of any appeal already made.
• For a complaint about content or another user: the group name, the display name of the person concerned, and a screenshot or exact description of the content and where it appears.
• For a copyright or trade mark complaint: what the work or mark is, proof that you own it or act for the owner, and where the infringing material appears.
• Your device model, operating system version and app version, for a technical problem.
• What you would like us to do.
• If you are complaining for someone else, your relationship to them and your authority to act.
• Never send us your password, OTP, UPI PIN or full card number. We will never ask for them.

7. Timelines

• Acknowledgement: we acknowledge complaints within 24 hours.
• Resolution: we resolve complaints within 15 days of receiving them.
• Content-removal requests concerning you: 72 hours.
• In-app reports about group content: reviewed within 24 hours, as set out in the Community Guidelines.
• Hardcore Mode appeals: reviewed within 48 hours, as set out in the Hardcore Mode Terms.
• Refund requests for web purchases: a reply within 2 business days, as set out in the Refund & Cancellation Policy.
• Account deletion requests made by web or e-mail: confirmed within 72 hours, as set out in Data & Account Deletion.

8. How we handle your complaint

• We record the complaint and send you an acknowledgement with a reference number. Quote it in any later message.
• We may ask you for more information or to verify that you own the account concerned. Time taken to receive information that we genuinely need is outside our control, so please reply promptly.
• The complaint is examined by a person with the authority to resolve it. Where it is about a decision taken by a member of staff, a different person reviews it wherever practicable.
• We tell you the outcome in writing, with reasons, and what we have done or will do.
• If we cannot do what you asked, we explain why and tell you how to escalate.
• If a complaint cannot be closed within the stated time because of something outside our control, we tell you before the time runs out, explain the reason and say what happens next.

9. Complaints about content and other users

Content in RiseDare groups is created by users. If content breaks our Community Guidelines or the law, report it in the app by long-pressing the message or member and choosing Report, or write to the Grievance Officer.

Where a complaint is about content that concerns you personally, for example content that exposes your private information, shows you in an intimate or sexual way, or impersonates you, including with a morphed or artificially generated image, we treat it as a content-removal request and act within 72 hours. We will also act on orders of a court and lawful directions from an authorised government agency, as required by the Information Technology Act 2000 and the Intermediary Guidelines Rules 2021.

If your own content was removed or your account restricted and you disagree, see the appeals section of the Community Guidelines.

10. Privacy and personal data complaints

Under the Digital Personal Data Protection Act 2023 you have the right to access, correct and erase your personal data, to withdraw consent, to nominate another person to exercise your rights, and to have your grievance redressed. Send data requests to [email protected] and complaints about how a request was handled to the Grievance Officer.

You are expected to use this grievance process first. If you are not satisfied with our response, you may then approach the Data Protection Board of India.

11. Payment, subscription and refund complaints

Purchases made through the App Store or Google Play are billed by Apple or Google and refunded by them under their policies. Request a refund at reportaproblem.apple.com or through your Google Play order history. We cannot issue refunds for store purchases directly, but we will help you with the information you need.

For purchases on risedare.com, including UPI AutoPay and card mandates, write to us with your order ID. Duplicate charges, and charges for which Pro was not delivered, are refunded in full. If a payment has left your account but you cannot see it with us, your bank or UPI app can also raise a dispute through its own channel.

Disputes about a Hardcore Mode charge should first go through the appeal in History within 7 days, as described in the Hardcore Mode Terms. If the appeal is refused and you still disagree, you may bring the matter to the Grievance Officer.

12. Complaints involving children

A parent or guardian may complain on behalf of a user under 18. Complaints about a child's safety or about a child's data being collected without consent are given priority. See Children's Privacy. If a child is in immediate danger, contact the police or local emergency services first.

13. Escalation outside RiseDare

If you're not satisfied with the Grievance Officer's response, or you do not receive one within the stated time, you may take the matter further. Which route applies depends on the kind of complaint.

• Personal data: the Data Protection Board of India.
• Consumer matters, such as payments, refunds, unfair terms or deficiency in service: the National Consumer Helpline (1915), and the consumer commissions established under the Consumer Protection Act 2019.
• Decisions about content or account moderation: the Grievance Appellate Committee established under the Intermediary Guidelines Rules 2021, within the time those rules allow.
• Store purchases: Apple or Google, under their own complaint procedures.
• Users in the European Union or United Kingdom may contact their local data protection supervisory authority.
• Nothing in this policy takes away your right to go to a court or tribunal that has jurisdiction.

14. Requests from authorities

Courts, law enforcement and government agencies with lawful authority may send orders, notices and requests to the Grievance Officer at [email protected] or by post to the address above. A request should identify the authority, the legal basis and the information or action sought. We respond as the law requires.

15. Fair use of this process

Please be truthful and courteous. We may decline to continue with a complaint that is abusive, plainly false, or a repeat of a complaint that has already been decided with nothing new added. We will tell you if we do so, and your right to escalate remains.

16. Records and privacy

We keep a record of each complaint, the correspondence and the outcome so that we can show what was done, spot recurring problems and meet our legal obligations. The personal data in a complaint is used only to handle that complaint and is protected as described in the Privacy Policy. Where a complaint is about another user, we do not reveal your identity to that user unless you agree or the law requires it.

17. Company details

• Legal name: (to be added)
• Registered address: (to be added)
• CIN: (to be added)
• GSTIN: (to be added)
• Grievance Officer: (to be added), [email protected]
• Support: [email protected]
• Privacy: [email protected]