# Grievance redressal

> How to raise a complaint with GehnaLab’s Grievance Officer under the IT Rules, the DPDP Act and consumer protection law, and how to escalate it.

Last updated: 23 October 2026 · Canonical: https://gehnalab.com/grievance

If something has gone wrong with GehnaLab, including your account, a payment, your personal data or content made with the Service, our Grievance Officer will look into it. This page meets the requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 as amended, the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020.

## 1. Grievance Officer

|  |  |
| --- | --- |
| Name | Shubham Gautam |
| Designation | Grievance Officer, GehnaLab (sole proprietorship of Shubham Gautam) |
| Email | ishubham2101@gmail.com |
| Phone | +91 99507 46862 (Monday to Saturday, 10:00 to 19:00 IST) |
| Post | GehnaLab (sole proprietorship of Shubham Gautam), 60 Gyan Vihar, Ajmer, Rajasthan, India |

For everyday questions, ishubham2101@gmail.com is usually faster. The Grievance Officer handles complaints that have not been resolved there, and any complaint about personal data or unlawful content.

## 2. What you can complain about

- your account, credits, payments or refunds;
- how we handle your personal data, or a request to access, correct or erase it;
- content made with GehnaLab that infringes your rights, shows you or looks like you, or is otherwise unlawful;
- a decision we made to remove your content or suspend your account; and
- any breach of our [Terms of service](https://gehnalab.com/terms) or [Acceptable use & AI content policy](https://gehnalab.com/acceptable-use).

## 3. How to raise a complaint

Email or write to the Grievance Officer. Please include:

- your name and how to contact you (and your registered mobile number if you have an account);
- what the complaint is about, with dates and any payment or job reference;
- for content complaints, a link to or copy of the content, the right you say is affected, and proof that you are the person concerned or authorised to act for them; and
- what you would like us to do.

We may ask for more information or proof of identity before acting, especially for requests about personal data.

## 4. Our timelines

|  |  |
| --- | --- |
| Acknowledgement | Within 24 hours, with a complaint number. |
| Resolution | Within 15 days of receipt, with a written reply explaining what we did and why. |
| Urgent content | Faster where the IT Rules require, including removal within 2 hours for non-consensual intimate images or false depictions of a person, and within the time set in any court or government order. See our [Acceptable use & AI content policy](https://gehnalab.com/acceptable-use). |
| Personal data requests | Within 30 days at most, well inside the 90 days allowed by the DPDP Rules. |

## 5. If you are not satisfied

If you are not satisfied with the Grievance Officer’s reply, or do not get one in time, you can escalate:

- Personal data: complain to the Data Protection Board of India through its online portal, once you have used our process.
- Content decisions under the IT Rules: appeal to the Grievance Appellate Committee set up by the Ministry of Electronics and Information Technology (gac.gov.in) within 30 days of our decision.
- Payments and services: you may contact the National Consumer Helpline (1915 or consumerhelpline.gov.in), or pursue the dispute process in our [Terms of service](https://gehnalab.com/terms).
- Cyber crime: report to cybercrime.gov.in or call 1930.