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Legal

Grievance Redressal

Last updated: 10 July 2026

This page describes how to raise a complaint about Clubstance — about content, your personal data, billing, or anything else — and the timelines we commit to. It is published in accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection Act, 2019.

1. Grievance Officer

  • Name: [GRIEVANCE OFFICER NAME — to be appointed on incorporation]
  • Email: [email protected]
  • Address: [REGISTERED OFFICE ADDRESS — to be added on incorporation], Bengaluru, Karnataka, India

Until the officer is formally appointed, grievances sent to the email above are handled directly by the founding team with the same timelines.

2. How to file a grievance

Email the Grievance Officer with:

  • Your name and contact details (and your gym, if applicable).
  • What the complaint is about — the content, feature, transaction, or data concerned, with links or screenshots where possible.
  • What outcome you are seeking.

3. Timelines we commit to

  • Acknowledgement: within 24 hours of receipt.
  • Resolution: within 15 days (IT Rules, 2021). Complaints about content removal requests are handled within 72 hours where the Rules require it.
  • Data grievances under the DPDP Act are answered within the periods prescribed under the Act and its rules.

4. Copyright & content complaints

If content hosted on Clubstance (for example a gym's public page) infringes your copyright or other rights, include the work concerned, the exact location (URL) of the infringing material, and a statement of your ownership or authority. We process these under the Copyright Act, 1957 and the IT Rules, 2021 and may remove or disable access to the material.

5. Escalation

  • Personal data: if you are not satisfied with our response, you may complain to the Data Protection Board of India under the DPDP Act, 2023.
  • Consumer disputes: you may approach the consumer dispute redressal fora under the Consumer Protection Act, 2019, including via the National Consumer Helpline (1915 / consumerhelpline.gov.in).

6. Gym members

If your complaint is about how your gym manages your membership or data, contact your gym first — it is the Data Fiduciary for your records (see our Privacy Policy). If the issue is with the Clubstance platform itself, we will handle it directly.