Grievance Redressal Policy

Grievance Redressal Policy

Last updated: 2026-07-16

This grievance redressal policy applies to the website, products and services offered under the brand WAAPI, operated by WAAPI (“we”, “us”, “our”), acting as the business. By accessing or using our services you agree to this grievance redressal policy. If you do not agree, please discontinue use of the services.

1. Purpose

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, we provide a clear mechanism for complaints about content, privacy, billing or our services.

2. Our Grievance Officer

Contact our Grievance Officer using the contact details published at the end of this document, marking your message “Grievance”.

3. How to raise a grievance

Submit your complaint with your account details, a description of the issue and any supporting evidence — by email to the officer above, or from the support section of your panel.

4. Timelines

  • Acknowledgement within 24–48 hours.
  • Resolution, or a reasoned response, within 15 days of receipt. Privacy grievances are handled within DPDP Act timelines.
  • A request from a court or government agency to remove unlawful content is actioned within the statutory period.

5. Escalation

If you are unsatisfied with the resolution, reply marking your message “Grievance Escalation”; escalations are reviewed by senior management. Indian users retain the right to approach the Data Protection Board of India or a consumer forum; EU/UK users may complain to their supervisory authority.

Governing law & jurisdiction

This document is governed by the laws of India. For operators in India this includes the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 (DPDP Act), the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019. Where we serve customers in other jurisdictions we honour applicable local requirements, including the EU/UK General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), to the extent they apply. Courts at India have exclusive jurisdiction, subject to any non-waivable consumer rights in your country of residence.

Contact us

WAAPI is operated by WAAPI. For any question about this document, contact us: