Grievance Redressal Mechanism

1. Overview

In accordance with the Indian Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules and the Digital Personal Data Protection (DPDP) Act, Kiteza provides a dedicated grievance redressal mechanism for all users (fans and creators).

2. Complaint Categories

You can raise grievances relating to the following issues:

• Content Violations: Harassment, intellectual property infringement, doxxing, or guidelines breaches.
• Minor Safety: Reporting CSAE/CSAM or child safety concerns.
• Privacy & DPDP Requests: Requests to withdraw consent, access processed data, correct details, or request account erasure.
• Billing & Payouts: Double charges, failed wallet top-ups, or delayed payouts.

3. Timelines and SLA

We acknowledge all received grievances within **24 to 72 hours**. Our Grievance Officer aims to resolve all inquiries within the legally stipulated **15 working days** of receipt, depending on the technical complexity and verification checks.

4. Grievance Officer Contact Details

All grievance communications must be sent in writing via email or registered post to our Grievance Officer:

5. Escalation Process

If you are unsatisfied with the resolution offered by the Grievance Officer, you have the right to escalate the matter to the appropriate governmental or judicial regulatory authorities in India, including the Digital Personal Data Protection Board or the Cyber Crime Cell.