Grievance Policy
Zylohub Grievance Redressal Policy
Last updated: 23 March 2026
Zylohub Global Private Limited (“Zylohub”, “we”, “us”, “our”) is committed to handling all concerns and complaints from our users in a fair, transparent and time‑bound manner. This Grievance Redressal Policy explains how you can raise a grievance, how we handle it internally, and how you can escalate if you are not satisfied with our response.
This policy is designed to comply with the Digital Personal Data Protection Act, 2023 (DPDP Act), the Information Technology Act, 2000 and related rules on grievance redressal for digital platforms in India.
1. What is a “grievance”?
A “grievance” is any formal complaint or concern you raise about Zylohub or your experience on the Zylohub Platform, including but not limited to:
- Data protection & privacy: misuse of your personal data, failure to honour access/correction/deletion requests, suspected data breaches.
- Account and identity: wrongful suspension, impersonation, fake profiles, unauthorised access, OTP/account security issues.
- Content & conduct: harassment, abusive behaviour, discriminatory or illegal content, fraudulent activities by other users.
- Payments & payouts: delayed or missing payouts, incorrect fee deductions, payment reversals, transaction discrepancies.
- Job and platform usage: misleading job posts, disputes about job completion records on the Platform (separate from pure wage/employment disputes), misuse of ratings/feedback.
Routine “how‑to” questions or basic support queries (e.g., “how to update my profile”) are not treated as grievances and are handled by regular customer support.
2. Grievance Officer details
In accordance with applicable Indian laws, Zylohub has appointed a Grievance Officer as the primary point of contact for grievances:
Grievance Officer – Zylohub Global Private Limited Email:
support@zylohub.com
Postal Address: No.8, 2nd Floor, No.5 Mamatha Apartment, Rajachari Street, T. Nagar, Chennai – 600017, Tamil Nadu, India
The Grievance Officer is responsible for:
- Receiving and acknowledging grievances.
- Assigning them to the appropriate internal team for investigation.
- Ensuring resolution within a reasonable and legally compliant timeframe.
- Coordinating with regulators, if required, under the DPDP Act and IT rules.
3. How to submit a grievance
You can raise a grievance through any of the following channels:
3.1 By email
Send an email to
support@zylohub.com
with subject line:
Grievance – [Short Description]
Include at least these details:
1. Your full name.
2. Registered Zylohub phone number and, if available, your app UID. 3. Category of grievance (choose one or more):
- Data protection / privacy
- Account / identity
- Content / conduct
- Payments / payouts
- Job / ratings
- Other (specify) 4. Clear description of the issue (what happened, when, and against whom or which
feature). 5. Relevant IDs: job ID, transaction ID, payout ID, screenshot references (if any). 6. What you want us to do (for example: delete specific data, correct a record,
investigate another user, clarify a payout).
3.2 By post
Write to the Grievance Officer at the postal address above, including the same details as for email.
If your grievance concerns personal data, clearly mention “Data Protection Grievance” so we can route it correctly under DPDP compliance.
4. Acknowledgement and tracking
- We will acknowledge your grievance within 24 hours of receipt (for email) or within 24 hours of logging it into our system (for post), via email or SMS.
- We will assign a unique ticket / reference number to your grievance. Keep this for all future communication regarding the same issue.
If your grievance is incomplete or unclear, we may ask for additional information before proceeding.
5. Internal handling – step‑by‑step
Once your grievance is logged, Zylohub follows these internal steps:
Step 1 – Triage and categorisation
The Grievance Officer or delegated team member will:
- Categorise your grievance (privacy, payment, account, conduct, etc.).
- Assess severity and potential legal impact (e.g., suspected data breach vs. minor UI issue).
- Decide priority (high / medium / low).
Step 2 – Assignment
Based on the category, your grievance is assigned to one or more internal teams, such as:
- Data Protection / Security – for privacy, access, deletion, security incidents.
- Payments & Finance – for payouts, fees, transaction mismatches.
- Operations / Trust & Safety – for fake profiles, harassment, illegal content, job disputes linked to platform data.
- Product / Engineering – for bugs or technical failures affecting your rights or usage.
Step 3 – Investigation
The assigned team will typically:
- Review logs, account records, job history, transaction data and communication records.
- Where relevant, contact other involved users (for example, the matching Hoster/Seeker) for their version of events.
- Coordinate with payment partners (e.g., Cashfree, UPI PSPs, banks) if the grievance involves payment flows.
- For data protection complaints, check against the DPDP Act obligations and our Privacy Policy (access, correction, deletion, consent, breach response).
Step 4 – Interim updates (if needed)
If we see that resolution will take longer than expected (for example, waiting on a bank or payment gateway), we will:
- Inform you that the investigation is ongoing.
- Provide an updated expected timeline.
Step 5 – Decision and closure
Once the investigation is complete, the Grievance Officer will:
- Decide the appropriate action (see section 7 below).
- Send you a written response explaining:
- What we found.
- What actions we are taking (or not taking) and why.
- Any next steps you can take, including external escalation options where applicable.
Your grievance is then marked as “Resolved” or “Closed” in our internal system.
6. Timelines
We follow the below target timelines, consistent with DPDP Act expectations and the approach in India’s IT intermediary rules:
Stage Target timeline
Acknowledge ment Within 24 hours of receipt
Simple grievances Resolution within 7 days
Standard grievances Resolution within 15 days
Resolution as soon as reasonably possible, with interim updates (generally within 30 days unless law or a regulator requires shorter/longer)
Complex grievances*
*Complex grievances include those involving external regulators, law‑enforcement, payment disputes needing bank investigations, or potential data breaches.
If a specific law or regulator prescribes a stricter timeline for a certain type of grievance, we will apply that stricter timeline.
7. Possible outcomes and remedies
Depending on the nature of your grievance, we may take one or more of the following actions:
- Data protection & privacy
- Provide access to a copy of your personal data held by Zylohub (where legally permitted).
- Correct or update inaccurate or incomplete data.
- Delete or anonymise certain data, or your entire account, subject to legal retention requirements.
- Restrict processing of specific data or withdraw certain consents for future processing.
- In the event of a confirmed data breach, follow our breach notification obligations by informing you and authorities if required.
- Account & identity
- Reinstate, unlock, or permanently suspend an account.
- Remove duplicate, fake, or impersonating accounts.
- Strengthen security controls (forced logout, reset tokens, additional verification).
- Content & conduct
- Remove or restrict access to abusive, defamatory, illegal, or policy‑violating content.
- Warn, restrict, or permanently suspend users responsible for serious violations.
- Payments & payouts
- Correct technical or reconciliation errors on our side and, if applicable, raise tickets with payment partners.
- Where appropriate, process pending payouts or refunds attributable to platform or integration issues.
- Clarify fee deductions, taxes, and payout breakdowns.
- Jobs & ratings
- In clear cases of abuse, adjust or remove malicious ratings or feedback.
- Correct obvious system errors in job records (e.g., job incorrectly marked as “no‑show” due to app bug).
Some issues (like pure employment law disputes between Hoster and Seeker) may be outside our jurisdiction; for those we may only provide records and logs to help you pursue your rights through proper legal channels.
8. Record‑keeping and audits
To demonstrate compliance and improve our processes, Zylohub will:
- Maintain a log of all grievances, including: date received, complainant details, category, summary, actions taken, and closure date.
- Periodically review grievance patterns to identify systemic issues and improve product, policies, or training.
- Use grievance data (in aggregated or anonymised form) as an internal quality and compliance metric.
9. No retaliation
Zylohub will not retaliate against any user for:
- Raising a grievance in good faith.
- Exercising rights under the DPDP Act or other applicable laws (for example, requesting data access or deletion).
However, knowingly filing false, malicious or abusive grievances may itself be treated as a misuse of the Platform and can lead to account action.
10. Escalation to external authorities
If:
- You are not satisfied with the outcome of your grievance, or
- Zylohub does not respond within the legally prescribed period for that category of complaint,
you may have the right to escalate to:
- The Data Protection Board of India, once fully operational, for grievances related to digital personal data under the DPDP Act.
- Other competent authorities or courts, including mechanisms introduced under the IT Rules such as the Grievance Appellate Committee (GAC) for certain intermediary‑related issues.
You may be required to first exhaust Zylohub’s internal grievance process before approaching some of these external forums, as envisaged under the DPDP Act.
11. Changes to this Grievance Redressal Policy
We may update this Policy from time to time to reflect changes in law, regulatory guidance, or our internal processes.
When we make material changes, we will:
- Update the “Last updated” date at the top of this page; and
- Provide a suitable notice on our website/app or via email/notification where appropriate.
Your continued use of Zylohub after such changes become effective will mean that you accept the updated Grievance Redressal Policy.