Grievance Redressal Policy

1. Objective & Scope

Partner Hub by Awaan Vlog is committed to maintaining a safe, respectful, and transparent platform for all adult members (18+). In accordance with applicable Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules and consumer protection standards, this Grievance Redressal Policy establishes a clear, time-bound mechanism for reporting and resolving user complaints, safety violations, privacy concerns, and billing inquiries.

2. Categories of Grievances Covered

• Safety, Harassment & Conduct Violations: Reports against any user who violates our Safety Guidelines or Community Guidelines, including solicitation of unlawful or sexual services, abusive behavior, requesting advance money before meeting in person, or attempting to schedule outings outside permitted daytime hours (08:00 AM to 08:00 PM).
• Impersonation & Unauthorized Content: Complaints regarding fake profiles, unauthorized use of personal photographs, copyright infringement, or non-consensual sharing of private information.
• Subscription & Billing Inquiries (Razorpay & PayPal): Questions or disputes regarding Main Account Activation subscriptions, Verification Badge subscriptions, or Per-Conversation Chat Passes processed via Razorpay and PayPal (Awaan Vlog), such as duplicate charges or uncredited payments. Please create an account or log in to view subscription plans and pricing for your account.
• Privacy, Verification & Data Erasure Requests: Assistance with permanent account deletion (/delete-account), encrypted PAN / Government ID verification records, or personal data access requests.

3. How to Submit a Grievance

To help our team investigate and resolve your complaint as quickly as possible, please submit your grievance through one of the following official channels:

• In-App Report Tool (Fastest for Profile/Chat Abuse): Use the Report or Block button directly on any companion profile page or inside your encrypted chat window.
• Member Support Desk: Logged-in members can open a tracked grievance ticket at /support or via our Contact Us page.
• Direct Email to the Grievance Officer: Send an email to support@partner.awaan.blog with the subject line Grievance Redressal. Please include your registered email address, the profile link or username involved (if applicable), your Razorpay Payment ID, PayPal Transaction/Subscription ID, or Receipt Number (for billing inquiries), and any supporting details.

4. Resolution Timelines

• Ticket Acknowledgment: Within 24 hours of receiving your grievance.
• Urgent Safety, Impersonation & Explicit Content Reports: Reviewed and actioned within 24 hours of receipt.
• Billing, Account & General Grievances: Investigated and resolved within 7 to 15 business days from the date of receipt.

5. Grievance Redressal Officer & Contact Details