Grievance Redressal Policy

If something has gone wrong — a privacy concern, a billing question, a dispute with another user, a content complaint or any other issue with ODENVO — we want to hear it and resolve it fairly and promptly.

This policy explains how to raise a grievance and how we handle it. It applies to the ODENVO website and, as they launch, ODENVO services.

Write to support@odenvo.com with the subject line “Grievance”. Include: your name and contact details, a clear description of the issue, when it happened, and any relevant evidence (such as screenshots or reference numbers).

Grievances are handled by our support team, and unresolved matters can be escalated to founder@odenvo.com. We respond to both addresses only; we do not currently operate a grievance phone line.

We acknowledge grievances as soon as we can and aim to respond substantively within 30 days of receipt. Complex matters may take longer; if so, we will tell you the reason and the expected timeframe.

We will keep you informed of progress and explain the outcome and any remedy. Where a grievance involves another user (for example a Marketplace or Careers dispute), we may need information from both sides before deciding.

If you are not satisfied with our response, you can escalate to founder@odenvo.com, and you may also have the right to seek redressal under applicable Indian law — including under the Consumer Protection Act, 2019 for consumer disputes, and under the Digital Personal Data Protection Act, 2023 by complaining to the Data Protection Board of India for data protection matters. Nothing in this policy limits those rights.

Where Indian law requires ODENVO to appoint and publish a grievance officer or similar officer, we will publish their name and contact details on this page when the appointment is made. Until then, the addresses above are the official grievance contacts, and we do not publish placeholder officer details.

Requests to withdraw communication consent, correct or delete personal information, or exercise any privacy right can be sent to the same addresses and are handled as grievances where they are disputes — or as simple requests where they are not. See our Communication & Notification Consent Policy and Privacy Policy.

We keep a record of grievances and their resolution so we can learn from them and demonstrate fair handling. These records are kept in line with our Data Retention & Deletion Policy.