Grievance Redressal

This page is published by Ava Global International Pvt Ltd, Mumbai, India, in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. It sets out how to contact our Grievance Officer, how to file a complaint, and the timelines we are required to meet.

1. Grievance Officer

The Grievance Officer is an employee of Ava Global International Pvt Ltd and is resident in India, as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Complaints sent to grievance@avatok.ai reach the Grievance Officer directly and are handled under the timelines below.

2. What you can complain about

You can use this channel to complain about:

• Content on avaTOK that you believe is unlawful, or that breaches our Community Guidelines or Acceptable Use Policy.
• Content that infringes your intellectual property — you can also use our DMCA / Copyright process.
• Content that exposes your private information, impersonates you, or is otherwise defamatory, obscene, or invasive of your privacy.
• Intimate or sexual imagery of you shared without your consent, including morphed or AI-generated imagery — see the expedited timeline in section 4.
• Content or conduct involving a child — see also our Child Safety Standards.
• How we have handled your personal data — see our Privacy Policy.
• A decision we took on your account, content, listing, or payout, if you have already tried support and are not satisfied.
• How our service is functioning, or non-compliance by us with these Rules.

3. How to file a complaint

Email grievance@avatok.ai with the subject line Grievance. Include as much of the following as you can — an incomplete complaint takes longer, because we have to come back to you for the missing pieces.

• Your full name and the email address and phone number linked to your avaTOK account, if you have one.
• A clear description of the complaint and what harm it is causing.
• The exact location of the content — a link, the account handle, the group or chat, and the approximate date and time.
• Screenshots or other evidence, where you have them.
• The relief you are seeking — for example removal of a specific item, or restoration of your account.
• Where you are complaining about content that concerns you personally, a statement that the information you have given is true and accurate.
• If you are complaining on someone else's behalf, your authority to do so.

Please send one complaint per issue. Sending the same complaint repeatedly does not speed it up and makes the record harder to follow.

4. Timelines

Under the IT Rules, 2021 we will:

The 24-hour category is deliberately fast because the harm is immediate. If your complaint falls into it, say so clearly in the subject line and the first paragraph so it is not missed.

Where a complaint requires more information from you, the clock on resolution is affected by how quickly we get it. We will tell you what we need.

5. What happens after you file

1. You receive an acknowledgement with a reference number.
2. We review the complaint against our policies and applicable law, and look at the content or account concerned where we can access it.
3. We take action where the complaint is made out — which may mean removing or disabling access to content, restricting or terminating an account, correcting information, or explaining why no action is warranted.
4. We write to you with the outcome and the reasons for it.

Some content on avaTOK is private to its participants and not accessible to us. Where that is the case, we act on the account-level information available to us and preserve and disclose what we lawfully hold when required by valid legal process.

6. Escalation

If you are not satisfied with the outcome, reply to the same email thread with your reference number and tell us why, and the Grievance Officer will review it again.

If you remain dissatisfied, you may pursue whatever remedies are available to you under Indian law, including approaching the Grievance Appellate Committee constituted under the IT Rules, 2021, or the appropriate court or authority. Nothing on this page limits your legal rights.

7. Users outside India

This grievance mechanism is published to meet an Indian legal requirement, and is operated by Ava Global International Pvt Ltd. If you are outside India, your agreement is generally with Ava Global International, Inc. (Delaware, USA) and you should contact support@avatok.ai, which is the fastest route for international users. Privacy requests go to privacy@avatok.ai. You are still welcome to write to the Grievance Officer, and complaints about serious harm will be actioned wherever they come from.

8. Other contacts

See also our Terms of Service, Privacy Policy, Community Guidelines, and Acceptable Use Policy.