This Grievance Redressal Policy ("Policy") explains the process for submitting, reviewing, and resolving complaints relating to the Iconverse platform ("Platform"), owned and operated by Sovra Technology Pvt. Ltd. ("Iconverse", "Company", "we", "our", or "us").
This Policy should be read together with the Iconverse Terms of Service, Privacy Policy, Community Guidelines, Creator Policy, Content Moderation Policy, and all other applicable Platform policies.
1. Purpose
Iconverse is committed to providing a fair, transparent, and efficient grievance redressal mechanism for all users.
This Policy enables creators, followers, fans, partners, and other users to report concerns regarding the Platform or its services.
2. Who Can Submit a Grievance
Any registered or affected user may submit a grievance relating to matters including, but not limited to:
- Account access issues.
- Payment-related concerns.
- Creator earnings or payout concerns.
- Creator Launch Pass or Fan Membership issues.
- Content moderation decisions.
- Copyright or intellectual property complaints.
- Impersonation.
- Fraud or misuse of the Platform.
- Harassment or abusive behaviour.
- Privacy concerns.
- Technical issues affecting Platform services.
- Any alleged violation of Platform policies.
3. How to Submit a Grievance
A grievance may be submitted through the official contact channels published on the Platform.
To assist in a timely review, users should provide:
- Full name.
- Registered email address or mobile number.
- Username (if applicable).
- A clear description of the grievance.
- Relevant dates and transaction details (where applicable).
- Screenshots or supporting documents, if available.
Providing complete and accurate information may help expedite the review process.
4. Review Process
Upon receiving a grievance, Iconverse may:
- Acknowledge receipt of the complaint.
- Review the information provided.
- Request additional information where necessary.
- Conduct internal verification.
- Consult relevant records or parties.
- Determine an appropriate resolution based on the available information.
5. Resolution Timeline
Iconverse aims to acknowledge grievances within a reasonable period after receipt.
Every effort will be made to resolve grievances as promptly as reasonably possible, taking into account the complexity of the matter, availability of information, and applicable legal requirements.
Certain matters involving fraud investigations, legal proceedings, payment disputes, or regulatory authorities may require additional time.
6. Grievance Officer
Iconverse has designated a Grievance Officer in accordance with applicable legal requirements.
The name, designation, contact details, and business address of the Grievance Officer will be published separately on the Platform and updated whenever necessary.
7. Fraudulent or False Complaints
Users must submit grievances honestly and in good faith.
Knowingly submitting false, misleading, malicious, or fraudulent complaints may result in action under the Iconverse Terms of Service and other applicable Platform policies.
8. Confidentiality
Information submitted during the grievance process will be handled with reasonable confidentiality and used only for investigating, resolving, or complying with legal obligations relating to the grievance.
9. Legal Rights
Nothing in this Policy limits any rights or remedies available under applicable law.
Where required by law, Iconverse may cooperate with law enforcement agencies, regulatory authorities, or courts.
10. Policy Updates
Iconverse may revise this Grievance Redressal Policy from time to time.
Updated versions become effective upon publication on the Platform unless otherwise specified.
Continued use of the Platform after publication constitutes acceptance of the revised Policy.
11. Contact Us
Users may submit grievances using the official grievance contact details published on the Platform.
By using the Iconverse Platform, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.