Grievance Redressal Mechanism
Statutory framework for addressing user complaints, consumer disputes, and data protection concerns in India.
1. Statutory Framework
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, Craftylane Studios has appointed a dedicated Grievance Officer to address user complaints.
2. Grievance Officer Details
3. Procedure for Submitting a Grievance
Any user or household member who is aggrieved by any content, technical malfunction, privacy concern, or subscription issue may submit a formal complaint:
- Send an email to [email protected] from your registered Kestro account email.
- Specify the exact nature of the complaint (e.g., unauthorized data entry, subscription billing dispute, account access).
- Attach supporting context, screenshots, or Google Play order IDs where relevant.
4. Resolution Timelines & Commitments
We issue a unique ticket reference number and formal receipt acknowledgment within 48 hours.
The grievance is investigated and formally disposed of with written communication within 30 days of receipt.
5. Appellate Redressal
If a user is dissatisfied with the resolution provided by the Grievance Officer, they may appeal to the Grievance Appellate Committee (GAC) established under the Information Technology Rules, 2021 via gac.gov.in, or seek statutory remedies under the Consumer Protection Act, 2019.
If you have questions about these terms or need to exercise your data rights under Indian law, contact our compliance team: