Twimzi Grievance Redressal Policy
**Version:** 1.1
**Status:** Published
**Effective Date:** 23 September 2026
1. Purpose
This Policy explains how users and other affected persons can raise complaints concerning Twimzi services, Platform conduct, business listings, content, messaging, privacy, intellectual property or other Platform-related matters.
2. What May Be Reported
Complaints may concern account access, business listings, unlawful or harmful content, messaging abuse, privacy concerns, intellectual-property issues, misleading Platform content, policy violations, business-related Platform issues, or other matters connected with Twimzi.
3. How to Submit a Complaint
Twimzi provides support and complaint mechanisms through its official website, application or published support channel.
A complaint should include sufficient information to identify the issue, relevant account or listing details where applicable, and supporting evidence reasonably available.
**Support:** support@twimzi.com
4. Verification
Twimzi may request information reasonably necessary to verify the complainant, understand the complaint, establish authority, or prevent fraudulent complaints.
Sensitive information should not be submitted unless reasonably necessary.
5. Investigation
Twimzi may review relevant account records, content, communications, technical information and other material reasonably necessary to assess a complaint, subject to applicable law and privacy requirements.
6. Outcomes
Depending on the issue, Twimzi may provide an explanation, request additional information, remove or restrict content, restrict an account, correct information, refer a business-related matter to the relevant business, or take other appropriate action.
Twimzi does not guarantee a particular outcome.
7. Business and Seller Complaints
Where a complaint concerns a business's product, service, transaction, price, delivery, refund, warranty or professional service, Twimzi may refer the matter to the relevant business because the business generally remains responsible for its own commercial obligations.
Twimzi may nevertheless take Platform-level action where its policies or law require it.
8. Privacy and Data Requests
Requests concerning personal data, account deletion or privacy rights should be submitted through the designated privacy/support channel. Identity or authority verification may be required.
9. Intellectual Property Complaints
Copyright and trademark complaints should identify the protected work or mark, allegedly infringing material, complainant's rights or authority, and sufficient information to locate the material. Twimzi may request additional information before acting.
10. Response and Legal Timelines
Twimzi will maintain reasonable procedures for acknowledging, reviewing and responding to complaints.
Where a specific law or regulatory framework prescribes a response, acknowledgement, removal, redressal or escalation period, Twimzi will follow the applicable prescribed requirement.
Where the Consumer Protection (E-Commerce) Rules or another applicable framework requires a particular grievance process or timeline, that requirement will apply to the extent applicable to Twimzi.
11. Escalation and Appeals
Where Twimzi provides an appeal or escalation mechanism, users may use it within the applicable period and provide relevant information.
Where a statutory appellate or regulatory mechanism applies, users retain any rights provided by law.
12. Emergency and Law-Enforcement Matters
Emergencies should be directed to appropriate emergency services. Law-enforcement or regulatory requests will be handled in accordance with applicable law and valid process.
13. No Retaliation
Twimzi should not penalise a person merely for making a genuine good-faith complaint.
Abuse of grievance mechanisms, fraudulent reports or intentional misuse may result in enforcement action.
14. Operator and Contact
Twimzi is operated by Fateh Globalink.
**Address:** 82, Street No. 5, Bachittar Nagar, Ludhiana, Punjab, India.
**Support:** support@twimzi.com
Where applicable law requires a designated grievance officer or other statutory contact, Twimzi will publish and maintain the applicable details through the appropriate Platform channel.
15. Policy Changes
This Policy may be updated as Twimzi's services, legal obligations and grievance procedures evolve.
16. Effective Publication
This Grievance Redressal Policy is published as Version 1.1 effective 23 September 2026.