1. Purpose of the Grievance Redressal Mechanism
In strict alignment with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Sathus Technology Pvt. Ltd. provides this transparent, accessible mechanism for users and affected third parties to report concerns regarding:
- Unlawful, infringing, or objectionable content shared via MEMOMES CLOUD links
- Copyright, trademark, or intellectual property violations
- Personal data breaches, unauthorized processing, or consent withdrawal disputes
- Account lockouts, security suspensions, or access denials
- Billing irregularities or payment processing grievances
2. How to File a Grievance
To ensure prompt investigation, all grievances must be submitted via email to grievance@memomes.space containing:
https://memomes.space/...), transaction ID, or account identifier.3. Standard Operating Procedure & Timelines
- Step 1 (Receipt & Acknowledgment): Within 24 hours of receiving your email at
grievance@memomes.space, our system issues a unique Grievance Reference Number and formal acknowledgment. - Step 2 (Investigation & Neutral Triage): The Grievance Officer evaluates the complaint against the Terms of Service, Privacy Policy, and relevant provisions of the IT Rules and DPDP Act.
- Step 3 (Remediation & Response): Within 15 days of receipt, the Grievance Officer will communicate the reasoned resolution, takedown action, or corrective measures undertaken.
4. Grievance Escalation & Appellate Options
If you are dissatisfied with the resolution provided by our Grievance Officer, you have the right to escalate the matter under Indian law:
-
Grievance Appellate Committee (GAC): Under Rule 3A of the IT Rules 2021, you may appeal against the Grievance Officer's decision before the central Grievance Appellate Committee via the official portal (
https://gac.gov.in) within thirty (30) days. - Data Protection Board of India: For unresolved grievances concerning personal data rights under the DPDP Act, 2023, you may approach the Data Protection Board of India as provided under Section 13 and Section 27 of the DPDP Act.
5. Malicious or Frivolous Complaints
Please ensure all complaints are filed in good faith. Filing false, misleading, or vexatious complaints with malicious intent may result in appropriate legal remedies and civil damages under applicable Indian laws.