Grievance Redressal

01Who to contact

Complaints under Indian law are handled by our Grievance Officer. This is the single, named point of contact for grievances about Moodzy and the content or conduct on it.

The Grievance Officer is appointed in line with Rule 3(2) of the IT Rules 2021 and serves as our point of contact for grievances under the DPDP Act 2023. If you'd rather not write to the Grievance Officer directly, you can also reach our general support and privacy teams (see Other ways to reach us below), and we'll route your message to the right place.

02What the Grievance Officer handles

You can raise a grievance about anything happening on Moodzy that affects you. Common examples include:

• Objectionable or unlawful content — posts, messages, photos, event details, profiles or usernames that are abusive, obscene, threatening, hateful, or otherwise violate our Community Guidelines or the law.
• Harassment and abuse — someone is targeting, stalking, threatening or repeatedly bothering you in chats, direct messages or events.
• Privacy and data complaints — concerns about how we collect, use, share, retain or delete your personal data, or trouble exercising your rights under our Privacy Policy.
• Impersonation — someone is pretending to be you, using your name, photo or identity, or running a fake account.
• Requests to remove content — content about you that you believe should be taken down, including content shared without your consent.
• Child-safety reports — any content or behaviour involving the safety of a minor, including child sexual abuse or exploitation (CSAE) material. See our Child Safety Standards.

You don't have to know whether your issue is a "grievance" in a legal sense. If it matters to you, send it in and we'll handle it.

03How to raise a complaint

There are two easy ways to bring something to us:

1. Report it in the app. Tap Report from any profile, chat or event. In-app reports reach our moderation team directly and are the fastest way to flag content or a user, because they come with the context we need to act.
2. Email the Grievance Officer. Write to grievance@moodzy.club with the details below.

To help us act quickly, please include as much of this as you can:

• Your name and the phone number or username on your Moodzy account.
• What happened, in your own words.
• Where it happened — the username, event, chat or profile involved.
• When it happened (roughly is fine).
• Screenshots or other evidence, if you have them.
• What you'd like us to do (for example, remove content, action an account, or correct your data).

Please don't share more sensitive personal information than you need to. We'll never ask for your password or an OTP — Moodzy doesn't use passwords, and no one from Moodzy will ever ask for your login code.

04Our timelines

We don't leave complaints sitting in an inbox. Here's what you can expect:

• Acknowledgement within 24 hours. We confirm we've received your complaint within 24 hours of it reaching us, as required under the IT Rules 2021.
• Resolution within 15 days. We aim to resolve and dispose of the complaint within 15 days of receiving it. If something genuinely needs more time, we'll keep you informed.
• Faster for urgent harm. Child-safety reports and reports of non-consensual intimate imagery are treated as urgent and acted on as quickly as possible — typically well within 24 hours — rather than waiting out the standard window.

05If you're not satisfied — escalation

We want to get it right the first time, but if you're not happy with how your grievance was handled, you have further options.

• Come back to us. Reply to the Grievance Officer with what's still unresolved, and we'll take another look.
• Escalate to the Data Protection Board of India. For complaints about how we handle your personal data, you have the right to escalate to the Data Protection Board of India under the Digital Personal Data Protection (DPDP) Act, 2023, once you have first raised the matter with us.

Nothing here takes away any rights or remedies you have under applicable law, including the right to approach the relevant authorities or courts. Disputes are subject to the courts of Dehradun, Uttarakhand, India. Users outside India are afforded equivalent GDPR / CCPA-style rights and may contact our privacy team to exercise them.

06Other ways to reach us

Not every question is a formal grievance. Depending on what you need, here's the best address to use:

• General help and support — support@moodzy.club for account questions, bugs, and anything that isn't a formal complaint.
• Privacy and data protection — privacy@moodzy.club to exercise your data rights or ask how we handle your information. See our Privacy Policy for the full picture.
• Grievances under Indian law — grievance@moodzy.club, our Grievance Officer (details above).
• Delete your account or data — do it in-app under Settings > Account > Delete account, or if you can't get into the app, use the account deletion page.

You may also find what you need in our Terms of Service and Community Guidelines.