Grievance, Notice and Takedown Policy
Effective date: 20 August 2026 · Version: 2026.08.20
This Policy explains how users, victims, rights owners, consumers, authorities and other affected persons can submit complaints concerning Hospiverse content, accounts or services.
1. Grievance Officer
For efficient tracking, use the website grievance form when available. Court, government and law-enforcement communications should clearly identify the issuing authority and legal basis.
2. What May Be Reported
- unlawful or prohibited content;
- impersonation, privacy invasion or non-consensual intimate content;
- child-safety material;
- intellectual-property infringement;
- false, unsafe, counterfeit or recalled listings;
- incorrect seller, GST, FSSAI, certification or authorised-dealer claims;
- fraud, malware or security abuse;
- personal-data or account concerns;
- subscription, payment or cancellation issues;
- accessibility barriers; or
- another breach of the Terms or applicable law.
3. Information to Include
- your name and contact details;
- the exact URL, account, product or content;
- a clear description of the issue and requested action;
- supporting screenshots/documents and date;
- your relationship to the affected person/right/business;
- an authority letter if acting for another person; and
- a good-faith confirmation that the information supplied is accurate.
Do not send unnecessary Aadhaar, bank, medical or other sensitive information. We may request proportionate identity/authority evidence where needed to prevent misuse.
4. Response Tracks
Hospiverse will apply the shortest applicable statutory timeline. Current operational targets are:
| Complaint Type | Target / Action |
|---|---|
| Any grievance | Acknowledge within 24 hours |
| General Platform grievance | Resolve within 7 days of receipt |
| Request to remove content within specified prohibited categories under the applicable intermediary rules | Act expeditiously and resolve within 36 hours, subject to applicable exclusions/safeguards |
| Content prima facie exposing private areas, depicting nudity/sexual conduct, or electronic impersonation including artificially morphed intimate imagery | Take reasonable and practicable removal/disablement measures within 2 hours of a sufficiently specific complaint by the individual or authorised representative |
| Valid court order or reasoned intimation constituting "actual knowledge" under applicable intermediary law | Remove/disable the identified unlawful information within 3 hours of receipt, subject to the order and law |
| Lawful government request for information/assistance | Provide within the applicable period, which may be no later than 72 hours after a compliant written order |
| Platform billing/cancellation complaint | Acknowledge within 24 hours and target resolution within 7 days |
An incomplete complaint may pause substantive assessment until the necessary URL, evidence or authority is supplied, but urgent safety content will be triaged immediately.
5. Review Process
We may:
- confirm receipt and assign a reference;
- preserve the content/account evidence;
- request clarification;
- temporarily restrict content for urgent risk;
- notify the submitting user and request a response where lawful and safe;
- consult a rights owner, issuer, expert, provider or authority;
- remove, disable, correct, label, de-rank or restore content;
- withdraw verification, suspend or terminate an account; and
- report suspected offences where legally required.
We do not require a court order for every voluntary Terms enforcement action. For difficult private disputes, defamation claims or competing rights where facts cannot responsibly be determined, we may request an appropriate court/authority direction.
6. Notice to Affected User
Where lawful and practicable, we will tell the user what content/action is affected, the general reason and how to contest it. Advance notice may be omitted for urgent harm, intimate/child content, security, fraud, evidence preservation, confidential legal direction or where notice is prohibited.
7. Counter-Notice
An affected user may submit a counter-notice identifying the content, explaining the right/legal basis, supplying evidence and requesting restoration. A counter-notice does not guarantee restoration. We may keep content disabled while a court, authority, licence issuer or rights dispute remains unresolved.
8. Grievance Appellate Committee
A person aggrieved by the Grievance Officer's decision, or whose grievance is not resolved within the applicable period, may be entitled to appeal to the Government's Grievance Appellate Committee within 30 days of receiving the decision. Information is available at gac.gov.in. This does not remove other remedies available under law.
9. Record Preservation
Removed information and associated records will be preserved for at least 180 days for investigation or longer where required by a court/lawful authority. Registration information may be retained for at least 180 days after account cancellation. Access is restricted and governed by the Privacy Policy.
10. Abuse of Process
Do not submit false, automated, retaliatory or bad-faith complaints; impersonate a rights owner; conceal material facts; or misuse intimate-content procedures to suppress lawful content. Abuse may result in rejection, account action or reporting. Good-faith mistakes will not be treated as abuse merely because a complaint is unsuccessful.
11. Intellectual-Property Complaints
Copyright and trademark notices should also satisfy the Copyright and Trademark Policy. Urgent counterfeit/safety matters should identify the relevant brand, product, seller and evidence.
12. Privacy
Complaint data is used to investigate, communicate, comply with law and preserve evidence. It may be shared with the submitting user, affected party, adviser, provider, court or authority where necessary and lawful. Do not assume the complainant's identity can always remain confidential.