Grievance Redressal
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, Khyontek AI Private Limited has established a designated, responsive Grievance Redressal mechanism to address user, merchant, and consumer complaints.
1. Designated Grievance Officer
2. Company Legal Entity
- Corporate Name: Khyontek AI Private Limited
- Corporate Identification Number (CIN): U62020AS2026PTC029657
- Registered Office: Kahilipara, Guwahati, Assam 781019, India
- Official Website: krevoh.com
- Customer Care Desk: support@krevoh.com
3. Complaints Regarding Third-Party Merchants & Organisers
Independent sellers and event organisers operating on Krevoh display their dedicated nodal contacts directly on their product or event listing. Consumers may contact them directly or escalate through our Grievance Desk; our team will coordinate the resolution to ensure consumer protection standards are met.
4. How to Submit a Valid Grievance
To register a formal complaint, email support@krevoh.com with the subject “Formal Grievance - [Brief Subject]” or use Help > Raise a complaint in the app.
Please provide the following details:
- Your full legal name and registered Krevoh mobile phone number.
- Specific description of the grievance, including dates, placeId, booking or order reference ID.
- Supporting evidence: relevant screenshots, booking receipts, or direct URLs to the contested content.
- The specific remedy or corrective outcome requested.
Upon submission, our system generates an automated, unique Complaint Ticket Reference Number used for real-time tracking.
5. Statutory Acknowledgement & Resolution Timelines
| Complaint Category | Acknowledgment | Resolution Target |
|---|---|---|
| Emergency Content: Depiction of private areas, nudity, sexual acts, non-consensual imagery, or morphed impersonation | Within 24 hours | Removed / Disabled within 24 hours |
| Other Prohibited / Defamatory Content: Copyright infringement, hate speech, severe harassment, or trademark takedowns | Within 24 hours | Actioned within 72 hours |
| Platform & Account Inquiries: Account access, ranking queries, or feature suspension disputes | Within 24 hours | Resolved within 15 calendar days |
| Consumer Disputes: Booking cancellations, refund delays, disputed drop perks, or merchant refusal | Within 48 hours | Resolved within 1 month (30 days) |
| Personal Data Grievances: DPDP Act data rights, unauthorized sharing, or breach inquiries | Within 24 hours | Resolved within 90 days maximum |
6. Appeals and Escalation Channels
If you are not satisfied with the decision of our Grievance Officer, Indian law provides several external statutory avenues:
- Grievance Appellate Committee (GAC): Users dissatisfied with an intermediary's content moderation or account suspension decision may appeal within 30 days to the central GAC at gac.gov.in.
- Data Protection Board of India (DPBI): For unresolved personal data rights disputes under the DPDP Act 2023.
- National Consumer Helpline: Dial 1915 or visit consumerhelpline.gov.in, or submit an e-filing via the e-Daakhil portal under the Consumer Protection Act, 2019.
- Cybercrime Reporting: In case of financial phishing or cyber fraud, lodge an immediate report at cybercrime.gov.in or dial the national helpline 1930.