Grievance Redressal Policy

1About this policy

1. This Grievance Redressal Policy explains how anyone can raise a complaint with Spirioology and how we handle it. It applies to the Spirioology website (www.spirioology.com), the Android and iOS apps, the Partner app, and the Seller app and seller portal.
2. It is published under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and, as its provisions come into force, the Digital Personal Data Protection Act, 2023, each as amended. It adds detail to our Terms and Conditions at www.spirioology.com/terms. If this page and the Terms ever differ, the version that is more favourable to you applies.
3. Raising a complaint is free, and we will never penalise you for raising a genuine one.

2Who can complain

• Customers, about a consultation, Spirio AI answer, puja, pandit visit, order, payment, refund or account.
• Anyone affected by content on the Platform, whether or not they have an account, including people shown in images or videos without consent.
• Anyone whose personal data we process, about how we handle it.
• Astrologers, pandits, experts and sellers who work with us, about payouts, ratings, suspension or any other matter.
• Owners of copyright, trademarks or other rights that they believe are infringed on the Platform.

3How to complain

Step 1. Customer care

1. For most problems, the quickest route is to email spirioology@gmail.com or call +91 99986 46559 (Monday to Saturday, 10:00 am to 6:00 pm IST), telling us which session, booking or order is concerned.

Step 2. Grievance Officer

1. If you are not satisfied with customer care, or your complaint is about content on the Platform, your personal data, or a serious matter such as harassment or fraud, write directly to our Grievance Officer.

What to include

1. Your name and the mobile number or email registered with us (or, if you have no account, how we can reach you); the order, booking or session number if there is one; what happened and when; what you would like us to do; and any photos, screenshots or links that help. For content complaints, include the link or a screenshot of the content and explain why it is unlawful or harmful to you.
2. If you complain on someone else’s behalf, tell us your relationship to them and, where possible, include their consent.

4Our timelines

5Urgent reports

1. You can report intimate or impersonating images, threats, harassment or fraud at any time by email to spirioology@gmail.com with URGENT in the subject line. It is monitored 24 hours a day.
2. If anyone is in immediate danger, call 112. For financial fraud, call the national cyber fraud helpline 1930 or report it at cybercrime.gov.in as soon as possible.

6How we handle content complaints

1. We review the content against the law and our rules of conduct in our Terms and Conditions. Where it breaks them, we remove it or disable access to it, and we may suspend or close the accounts involved.
2. Where we remove content that a user posted, we tell that user why, unless the law or the safety of others prevents it, and they may ask us to reconsider by writing to the Grievance Officer.
3. Where the law requires, we preserve information about the content and the user, share it with authorities, and report offences, for example under the Protection of Children from Sexual Offences Act, 2012.

7Copyright and trademark complaints

1. If you believe content on the Platform infringes your copyright, trademark or other rights, write to the Grievance Officer with your contact details; the work or mark you own and evidence of ownership; the link or a screenshot of the infringing content; and a statement that the information is accurate and that you are the owner or authorised to act for the owner.
2. We act on valid notices within 36 hours and tell the person who posted the content, who may respond.

8Complaints about your personal data

1. Our Privacy Policy at www.spirioology.com/privacy explains your rights over your personal data and how to use them. You can make a request through Settings, then Privacy and data, in the app, or by writing to the Grievance Officer, who also handles data protection questions.
2. We may ask you to confirm your identity before acting on a request, so that we do not give your data to someone else.

9Partners and sellers

1. Astrologers, pandits, experts and sellers can raise a complaint by writing to spirioology@gmail.com with “Partner” or “Seller” in the subject line. The same timelines apply.
2. Complaints about payouts are answered within 7 days with the payout record, including the amounts, deductions and bank reference numbers.
3. Before we suspend or remove a partner or seller for a complaint against them, we tell them what was alleged and give them a chance to respond, unless there is a safety risk or the law requires immediate action. Where the Partner Agreement or the Seller and Supplier Agreement allows immediate suspension for a serious breach, we give that chance promptly afterwards, and lift the suspension if it was not justified.

10If you are not satisfied

• Consumer complaints. National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or a complaint to the Consumer Commission through e-Jagriti at e-jagriti.gov.in.
• Decisions about content. An appeal to the Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
• Personal data. Once that right is in force, a complaint to the Data Protection Board of India.
• Payments. A dispute with your bank or payment provider, and for regulated payment services, the Reserve Bank of India’s complaint portal at cms.rbi.org.in.

11Records and review

1. We keep a record of every complaint, our decision and the time taken, so that we can show how complaints were handled and improve our service.
2. We review this policy at least once a year and whenever the law changes. The version and date are shown at the top.