Grievance Redressal Policy

Introduction

At HeartAngle, we are committed to providing a safe, respectful, and enjoyable experience for all our users. We understand that sometimes issues may arise, and we want to ensure you have a clear and accessible process to raise your concerns. This Grievance Redressal Policy outlines how you can file complaints and how we handle them.

1. What You Can Report

• Safety and Security Concerns: Harassment, threats, fake profiles, scams, or any behavior that makes you feel unsafe.
• Content Violations: Inappropriate, offensive, nude, or hateful content.
• Privacy Concerns: Unauthorized use of your personal information, data breaches, or sharing of private conversations without consent.
• Account & Billing Issues: Wrongful account suspension, unauthorized access, payment disputes, or refund requests.
• Intellectual Property: Copyright or trademark violations.

2. How to File a Complaint

Send a detailed email to: contact@heartangle.com

Your email should include:

• Subject Line: Clearly state "Grievance/Complaint" and a brief description
• Your Details: Name, registered email, and phone number
• Nature of Complaint: Detailed description of the issue
• Reported User/Content: Username, profile link, or content details if applicable
• Evidence: Screenshots, chat logs, or other supporting documents

3. Complaint Resolution Timeline

• 24 Hours (Acknowledgment): We'll acknowledge receipt of your complaint via email.
• 3-5 Days (Initial Review): We'll conduct an initial review and contact you for additional information if needed.
• 15 Days (Resolution): We aim to resolve most complaints within 15 days from the date of receipt.
• 30 Days (Complex Cases): Complex cases requiring investigation may take up to 30 days. We'll keep you updated.

Note: Urgent safety concerns are prioritized and typically addressed within 1-2 hours during business hours.

4. Escalation & Emergency Situations

If you're not satisfied with the resolution of your complaint, you can reply to the resolution email to request an escalation to senior management. A senior team member will review your case within 7 business days.

If you are in immediate danger or facing an emergency situation, please contact local emergency services immediately (Dial 100 in India). Then notify us so we can take platform-specific action.

• Police Emergency: 100
• Women's Helpline: 181
• Cyber Crime: 1930