Grievance Redressal Policy
Last updated 1 October 2026
OrbitSub, a sole proprietorship owned and operated by Karan in New Delhi, India, and registered as a micro enterprise under the Udyam (MSME) scheme of the Government of India ("OrbitSub", "we" or "us") has appointed a Grievance Officer in accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 as amended (the "IT Rules"), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023. This Policy explains how to raise a grievance and how we handle it.
1. Grievance Officer
Karan, Grievance Officer, OrbitSub New Delhi, India Email: team@orbitsub.com
2. What you can raise
You can raise a grievance about:
- Content on the Service that you believe is unlawful or breaches our Terms of Service or Community Guidelines;
- Content that exposes your private areas, shows you in full or partial nudity or in a sexual act, or impersonates you, including artificially morphed images;
- infringement of your copyright, trademark or other rights, as described in our Copyright Policy;
- a moderation decision about your Content or Account;
- the processing of your personal data, or the exercise of your data protection rights;
- a purchase, subscription, charge or refund;
- any other matter relating to the Service.
3. How to raise a grievance
Email team@orbitsub.com with the subject line "Grievance", and include:
- your name and a way to contact you;
- a clear description of the grievance;
- the web address (URL) or other precise location of the Content concerned, if any;
- why you believe the Content or action is unlawful, breaches our rules or affects you, and any supporting information;
- for complaints about intimate imagery or impersonation, whether you are the person depicted or are complaining on their behalf;
- a statement that the information in your complaint is accurate to the best of your knowledge.
Anyone may raise a grievance about intimate imagery or impersonation on behalf of the person depicted.
4. Time limits
| Type of grievance or request | What we do | Time limit |
|---|---|---|
| Any grievance | Acknowledge receipt | Within 24 hours |
| Content that exposes a person's private areas, shows nudity or a sexual act, or impersonates a person, including morphed images | Remove or disable access to the Content | Within 2 hours of receiving the complaint |
| A request to remove Content that is prohibited under Rule 3(1)(b) of the IT Rules | Act on the request | Within 36 hours |
| All other grievances | Resolve and inform you of the outcome and reasons | Within 7 days |
| Orders of a court or directions of an authorised government agency to remove or disable Content | Comply | Within 3 hours of receipt |
| Lawful orders from authorised government agencies for information or assistance | Comply | Within the time set by the order, and within 72 hours where the IT Rules require |
These time limits are at least as fast as those required by the IT Rules, the Consumer Protection (E-Commerce) Rules, 2020 and the DPDP Act.
5. How we decide
The Grievance Officer reviews each grievance on its merits, against the law and our rules. Where appropriate, we may notify the user whose Content is concerned and give them an opportunity to respond, except where the law, urgency or the safety of any person does not permit it. We tell you the outcome of your grievance and the reasons for it.
6. Appeal to the Grievance Appellate Committee
If you are not satisfied with the decision of our Grievance Officer, you may appeal to the Grievance Appellate Committee constituted by the Government of India under Rule 3A of the IT Rules, within 30 days of receiving our decision, through its website at gac.gov.in. We comply with the orders of the Committee.
7. Other remedies
For grievances about personal data, you may, after using this process, complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. For grievances about a purchase, consumers may approach a consumer disputes redressal commission under the Consumer Protection Act, 2019. These remedies are in addition to any other rights you have under law.
8. Misuse
Please do not submit false, frivolous or malicious grievances. Knowingly false complaints may themselves breach our Terms of Service and the law.
This Policy is effective from 1 October 2026.