Grievance Redressal
Last updated: 17 October 2026 (IST)
Solve24 publishes this page under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and under the Consumer Protection (E-Commerce) Rules, 2020. If something has gone wrong, start here — most grievances are closed within 15 working days.
1. What you can raise here
- Payment, refund, or UPI Autopay mandate issues
- Unauthorised debit from your bank account
- Account access, suspension, or deletion disputes
- Review takedown requests (defamatory, misleading, or unlawful content under IT Rules 2021 Rule 3(1)(b))
- Data protection grievances under the DPDP Act 2023
- Harassment, impersonation, or fraud on the platform
- Law-enforcement requests (nodal contact below)
2. Grievance Officer
In accordance with Rule 3(2) of the IT Rules 2021:
- Name: Kunal Prajapati
- Designation: Grievance Officer, Solve24
- Email: grievance@solve24.in
- Postal address: H.No 1004, Mahipalpur, New Delhi 110037, India
- Working hours: Monday to Saturday, 10:00 to 19:00 IST (excluding national holidays)
3. Service level agreements (SLAs)
| Grievance type | Acknowledgement | Resolution |
|---|---|---|
| General grievance | Within 48 hours | Within 15 working days |
| Payment / UPI mandate / refund | Within 48 hours | Within 15 working days (per RBI norms) |
| Unlawful-content takedown (IT Rules 3(1)(b)) | Within 24 hours | Within 72 hours |
| Data protection (DPDP Act 2023) | Within 72 hours | Within 7 working days (via DPO privacy@solve24.in) |
| Court / law-enforcement order | Within 24 hours | As directed by the order |
4. How to file a grievance
- Email grievance@solve24.in with the subject line:
Grievance — <short description>. - Include in the body:
- Your full name and the email/phone used on Solve24
- Nature of the grievance and date it occurred
- Any transaction / payment reference ID (if applicable)
- Screenshots or links to the content you want reviewed (if applicable)
- What outcome you are seeking
- You will receive an acknowledgement with a ticket ID within the SLA above.
- If you do not receive acknowledgement within the SLA, escalate directly to the Founder at the same email with the subject prefix
ESCALATION —.
5. Review and UGC takedown process
If a review or user-generated content on Solve24 is defamatory, misleading, infringes intellectual-property rights, or otherwise violates Rule 3(1)(b) of the IT Rules 2021, email grievance@solve24.in with:
- A link to the specific review / content
- The specific ground on which you want it taken down (defamatory, false, bought-and-paid, IP infringement, etc.)
- Supporting evidence (screenshots, prior correspondence, proof of IP ownership)
- Your contact details and relationship to the content (subject of review, trademark owner, agent, etc.)
A takedown decision is made within 72 hours of a complete request. If the content is removed, both parties are notified; if the request is refused, the complainant receives written reasons and can escalate (section 7). Frivolous or repeated bad-faith takedown requests may be refused.
6. Data protection grievances (DPDP Act 2023)
For grievances relating to the processing of your personal data — access, correction, erasure, nomination, consent withdrawal, data-breach notification — contact the Data Protection Officer directly at privacy@solve24.in. The DPO responds within 7 working days. Full rights are documented in the Privacy Policy.
7. Escalation
If you are not satisfied with the resolution offered by the Grievance Officer, you may escalate to any of the following:
- National Consumer Helpline: 1915 · consumerhelpline.gov.in
- Appropriate Consumer Disputes Redressal Commission: District / State / National, per the Consumer Protection Act, 2019.
- Grievance Appellate Committee (GAC): established under the IT Rules 2021 for content-related grievances — gac.gov.in.
- Data Protection Board of India: once operational under the DPDP Act, 2023, for data-protection grievances where the DPO has not resolved the complaint.
- Payment-specific: Razorpay grievance desk — razorpay.com/support; RBI Ombudsman for Digital Transactions — cms.rbi.org.in.
8. Nodal contact for law-enforcement requests
Lawful requests from Indian law-enforcement agencies and courts should be sent to grievance@solve24.in with the subject LEA — <agency>. Requests must be on official letterhead and reference the applicable section of the Code of Criminal Procedure / Bharatiya Nagarik Suraksha Sanhita, IT Act, or other authority. Acknowledgement within 24 hours; response per the order's timeline.
9. Monthly compliance report
Under Rule 4(1)(d) of the IT Rules 2021, significant social-media intermediaries publish monthly compliance reports. Solve24 is not a significant social-media intermediary by user count, but we voluntarily publish a quarterly summary for transparency:
- Grievances received, closed, pending — by category
- Content removed, demoted, or restored on takedown request
- Accounts suspended for breach of these Terms
First report: planned for 1 January 2027 covering Q4 2026. It will be linked here when published.
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