Grievance Redressal

01Grievance Officer

02What you can complain about

• Content or an account you believe breaks the law or our Acceptable Use Policy, including impersonation, copyright infringement or abuse.
• A payment, refund or payout that went wrong and was not fixed through support.
• Something we did to your account or content that you think was a mistake.
• How your personal data is handled, or a request about your data that was not met; see the Privacy Policy.
• Anything else about how the Platform is run.

03How to complain

1. E-mail support@nefyx.com with the subject "Grievance".
2. Say who you are (the e-mail on your account, or the e-mail used at checkout), what happened and when, and what you want us to do.
3. Include links, order references, transaction or UTR numbers and screenshots.
4. We acknowledge within 24 hours, tell you who is handling it and what we need, and reply with a decision within 15 days. Complex cases that need a bank or a creator can take longer; we say so and keep you updated.

04Content that needs urgent removal

If the complaint is about private images shared without consent, or about someone impersonating you, write to the same address and say so in the subject. We act on valid complaints of this kind within 24 hours. For other unlawful content we act within the periods the law sets.

05If you are not satisfied

• Grievance Appellate Committee. If you disagree with the Grievance Officer's decision, or have had no reply, you can appeal within 30 days at gac.gov.in.
• Consumer forum. A buyer can file a complaint with the consumer commission with jurisdiction over them under the Consumer Protection Act, 2019, and through the National Consumer Helpline at consumerhelpline.gov.in.
• Your bank. For an unauthorised or failed payment, you can also raise it with your own bank or card issuer.
• Data Protection Board of India. For a personal-data complaint, once the Board accepts complaints under the Digital Personal Data Protection Act, 2023, and after you have first used this process.

06Courts and authorities

The Grievance Officer also receives orders and notices from courts and government authorities. They should be sent to support@nefyx.com with the order attached.