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Grievance Redressal

A complaint about content, your account, privacy, a payment or your safety on ChaiPe? Here is who handles it and how quickly.

In danger right now? Call 112. Women Helpline: 181. Cyber fraud: call 1930 or report at cybercrime.gov.in.

Grievance Officer

Name
Vipin Panchal
Designation
Grievance Officer, ChaiPe (Anvatrix)
Postal address
Anvatrix, 122, Vinayak Vihar, Ganathpura, Mansarovar, Vastu Nagar Phase 7, Jaipur, Rajasthan 302020, India

Please write to us by email or with the form below so that you have a written record and a ticket number.

How fast we act

  • 24 hoursWe acknowledge every complaint.
  • 7 daysWe resolve it and tell you what we did.
  • 36 hoursRequests to remove content that breaks the law or our rules.
  • 2 hoursIntimate or nude images shared without consent (including morphed or deepfake images) and impersonation. We hide the content or profile first, then review.

The fastest way to flag a profile or a message is the Report button on that profile or chat in the app.

Make a complaint

Tell us what happened and what you would like us to do. Include profile names, dates and links if you have them. If you have screenshots, reply to our acknowledgement email with them.

0/4000 characters · at least 20

We use these details only to handle your complaint. See our Privacy Policy.

Not happy with our decision? You can appeal to the Grievance Appellate Committee within 30 days.

Appeal at gac.gov.in

Grievance Redressal Policy

Last updated

Draft — pending legal review. This is a working draft. A lawyer will review it before ChaiPe launches, and the final text may change.

Effective date: 2026-10-05

We want to fix problems quickly and fairly. This policy explains how to raise a grievance with ChaiPe and what happens next. We publish it under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (the "IT Rules"), the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020.

Contents#

  1. Grievance Officer
  2. What you can complain about
  3. How to raise a grievance
  4. Our timelines
  5. Urgent complaints about intimate images or impersonation
  6. Requests from courts and government
  7. Appeals and other options

Grievance Officer#

  • Name: Vipin Panchal
  • Email: grievance@chaipe.app
  • Address: Anvatrix, 122, Vinayak Vihar, Ganathpura, Mansarovar, Vastu Nagar Phase 7, Jaipur, Rajasthan 302020, India

The Grievance Officer is also our contact person for questions about personal data under the DPDP Rules, and our child safety point of contact.

Other contacts:

What you can complain about#

You can raise a grievance about anything to do with ChaiPe, for example:

  • a profile, photo or message that breaks our Terms of Use or Community Guidelines, or the IT Rules;
  • content that shows you, impersonates you or uses your photos;
  • a decision we made about your content or account, such as a removal, suspension or ban;
  • your personal data and your rights under our Privacy Policy;
  • a purchase, subscription or refund (see our Refund Policy);
  • a safety concern, including a concern about a child (see our Child Safety Standards).

If someone is in immediate danger, call 112 first.

How to raise a grievance#

  • In the app: Settings › Help › Raise a grievance. To report a specific profile or chat, tap Report on it.
  • On the web: use the grievance form at chaipe.app/grievance.
  • By email: write to grievance@chaipe.app.
  • By post: to the Grievance Officer at the address above.

Please include:

  • your name and an email address where we can reach you;
  • what the problem is, with as much detail as you can (for example the name shown on the profile, the city, the date, and what happened);
  • a link or screenshot, if it helps, except for any image that may show a child in a sexual way. Never send us such material: describe it instead and we will find it.

You do not need a ChaiPe account to raise a grievance.

Our timelines#

Step When
Acknowledgement, with a ticket number (such as GRV-20261005-K7M2QX) Within 24 hours
Decision and resolution Within 7 days
Requests to remove content Acted on within 36 hours
Complaints about intimate images or impersonation Acted on within 2 hours

We tell you what we decided and why. If we need more information to decide, we will ask you for it.

Urgent complaints about intimate images or impersonation#

If content on ChaiPe shows you, or someone you represent, in a state of nudity or a sexual act, or shows intimate images shared without consent, or impersonates you (including morphed or AI-generated images), we act within 2 hours of your complaint. The content is hidden automatically as soon as a report arrives, and then reviewed. You can complain in the app, through the grievance form or by email.

Requests from courts and government#

  • We act on lawful orders from courts and authorised government agencies within the time the law sets.
  • We respond to lawful requests for information or help from authorised government agencies within 72 hours, as Rule 3(1)(j) of the IT Rules requires.
  • Law enforcement agencies can contact us at legal@chaipe.app.

Appeals and other options#

  • Inside ChaiPe: if you disagree with a decision about your content or account, reply to our decision or write to grievance@chaipe.app. A person reviews every appeal against a permanent ban.
  • Grievance Appellate Committee: if you are not satisfied with our Grievance Officer's decision, you can appeal to the Grievance Appellate Committee set up by the Government of India at gac.gov.in, within 30 days of our decision.
  • Data Protection Board of India: for complaints about your personal data, after using our grievance process, you can complain online to the Data Protection Board under the DPDP Act.
  • Consumer complaints: for purchases, you can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or approach a Consumer Commission.
  • Cyber crime: call 1930 or report at cybercrime.gov.in.