📘 Clipster – Grievance Redressal Policy (India IT Rules 2021)

Operated by Axxoraa Private Limited
Last Updated: 14 January 2026

  1. Introduction & Legal Framework

Clipster, operated by Axxoraa Private Limited ("we," "us," "our"), is committed to providing an effective and transparent grievance redressal mechanism in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021").

This Grievance Redressal Policy ("Policy") outlines our procedures for handling user complaints, content removal requests, and other grievances as required under Indian law.

Governing Laws:

  1. Definitions

2.1 Grievance: Any complaint, objection, request, or concern raised by a user regarding:

2.2 User: Any individual who accesses, views, uses, or interacts with Clipster platform.

2.3 Grievance Officer: The designated officer appointed under Rule 3(2) of IT Rules 2021.

2.4 First Response: Initial acknowledgment of grievance receipt.

2.5 Resolution: Final action taken to address the grievance.

  1. Scope of Grievances Covered

3.1 Content-Related Grievances

3.2 Account-Related Grievances

3.3 Privacy & Data Protection Grievances

3.4 Marketplace/Store Grievances

3.5 Technical Grievances

4. Grievance Redressal Mechanism

4.1 Three-Tier Redressal Structure

TIER 1: Automated/In-App Resolution

TIER 2: Dedicated Support Team

TIER 3: Grievance Officer

 

4.2 Grievance Submission Methods

Method A: In-App Reporting

  1. Navigate to the offending content
  2. Tap "⋯" (three dots)
  3. Select "Report"
  4. Choose the category and submit

Method B: Email Submission
Send email to the appropriate address:

Method C: Physical Mail

Send written complaint to:
The Grievance Officer
Axxoraa Private Limited
H.NO 70, Near Ram Mandir Main Road
Barajamda, West Singhbhum-833221
Jharkhand, India

Method D: Online Form

Available at: clipster.co.in/grievance

4.3 Required Information for Grievance Submission

Users must provide:

  1. Complainant Details:
  2. Grievance Details:
  3. Supporting Documents:

4.4 Language Preference

  1. Grievance Processing Timeline

5.1 Receipt & Acknowledgment

5.2 Investigation Period

5.3 Resolution & Closure

5.4 Escalation Timeline

text

Day 1: Grievance submitted

Day 1-2: Tier 1 response/acknowledgment

Day 3-7: Tier 2 investigation

Day 8-15: Tier 3 (Grievance Officer) review

Day 16+: Escalation to higher authorities if unresolved

6. Designated Officers (IT Rules 2021 Compliance)

6.1 Grievance Officer

As required under Rule 3(2)(g) of IT Rules 2021:

6.2 Nodal Contact Person

For law enforcement agencies as per Rule 3(2)(h):

6.3 Chief Compliance Officer

For overall compliance monitoring:

 

6.4 Responsibilities of Grievance Officer

  1. Receive and acknowledge grievances
  2. Investigate complaints thoroughly
  3. Coordinate with internal teams
  4. Ensure compliance with IT Rules
  5. Maintain grievance records for 180 days
  6. Provide resolution within stipulated timelines
  7. Interface with law enforcement when required
  8. Content Removal Process (Rule 3(1)(d) Compliance)

7.1 Types of Content Subject to Removal

Content falling under Rule 3(1)(b) categories:

  1. Belongs to another person and to which the user does not have any right
  2. Is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable
  3. Relating to or encouraging money laundering or gambling
  4. Harmful to minors
  5. Infringes any patent, trademark, copyright or other proprietary rights
  6. Violates any law for the time being in force
  7. Deceives or misleads the addressee about the origin of the message
  8. Impersonates another person
  9. Contains software viruses or any other computer code designed to interrupt, destroy or limit the functionality of any computer resource
  10. Threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order, or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation

7.2 Content Removal Timeline

7.3 Content Removal Notice to Uploader

When content is removed, the uploader receives:

  1. Notice of removal
  2. Reasons for removal
  3. Copy of complaint (excluding complainant's personal information if requested)
  4. Opportunity to appeal
  5. User Rights & Responsibilities

8.1 User Rights

  1. Right to lodge grievances
  2. Right to receive acknowledgment within 24 hours
  3. Right to resolution within stipulated timelines
  4. Right to appeal decisions
  5. Right to data protection and privacy
  6. Right to receive reasons for content removal/account action
  7. Right to access grievance history

8.2 User Responsibilities

  1. Provide accurate and complete information
  2. Submit genuine grievances only
  3. Cooperate during investigation
  4. Not submit frivolous or vexatious complaints
  5. Maintain confidentiality of proceedings
  6. Respect decisions taken in good faith

8.3 Consequences for False Complaints

Users submitting false or malicious complaints may face:

  1. Warning
  2. Temporary account restriction
  3. Permanent account termination
  4. Legal action for damages
  5. Appeal Process

9.1 Grounds for Appeal

Users may appeal if:

  1. Grievance rejected without proper reason
  2. Resolution unsatisfactory
  3. New evidence available
  4. Procedural error in handling

9.2 Appeal Submission

Within 30 days of resolution, submit to:
Email: support@clipster.co.in
Required:

9.3 Appeal Timeline

9.4 External Appeals

If unsatisfied with Clipster's decision, users may approach:

  1. Cyber Crime Cellof local police
  2. Consumer Disputes Redressal Commission
  3. Appropriate courtsin Jharkhand jurisdiction
  4. Law Enforcement Cooperation

10. Law Enforcement Cooperation

10.1 Procedure for Law Enforcement

Government agencies must:

  1. Send request on official letterhead
  2. Include case details and legal basis
  3. Specify information required
  4. Send to nodalofficer@clipster.co.in ✅

10.2 Information Sharing Policy

We share information with law enforcement when:

  1. Required by court order
  2. Necessary to prevent imminent harm
  3. Investigating criminal activity
  4. Required under IT Rules or other laws

10.3 User Notification

We notify users about information requests unless:

  1. Prohibited by law
  2. Would compromise investigation
  3. Would endanger someone's safety
  4. Record Keeping & Transparency

11.1 Record Retention

We maintain records for:

11.2 Transparency Reports

Published quarterly at clipster.in/transparency:

11.3 Data Protection

All grievance-related data:

  1. Special Provisions

12.1 For Minors (Under 18)

12.2 For Persons with Disabilities

12.3 For Senior Citizens

  1. Performance Metrics & SLA

13.1 Service Level Agreements

13.2 Quality Assurance

13.3 Escalation Triggers

Automatic escalation occurs when:

  1. Training & Capacity Building

14.1 Staff Training

Regular training on:

14.2 User Awareness

We educate users about:

  1. Policy Review & Updates

15.1 Review Cycle

15.2 Update Procedure

  1. Legal team reviews changes
  2. Management approval
  3. User notification 30 days in advance
  4. Update published on website/app
  5. Archive of previous versions maintained

15.3 User Notification

We notify users of policy changes via:

16. Contact Information

16.1 Primary Contacts

16.2 Emergency Contacts

16.3 Business Hours

16.4 Physical Address

Axxoraa Private Limited
H.NO 70, Near Ram Mandir Main Road
Barajamda, West Singhbhum-833221
Jharkhand, India

  1. Governing Law & Jurisdiction
  1. Compliance Statement

Clipster declares compliance with:

  1. Effective Date & Acceptance

This Policy is effective from 25 March 2025. By using Clipster, users acknowledge and agree to this Grievance Redressal Policy.

APPENDIX A: Grievance Submission Form

Online Form Available at: clipster.co.in/grievance

text

CLIPSTER GRIEVANCE REDRESSAL FORM

 

Section 1: Complainant Details

 

Section 2: Grievance Details

_________________

_________________

 

Section 3: Previous Actions

 

Section 4: Declaration

I declare that:

  1. The information provided is true and accurate
  2. I am lodging this grievance in good faith
  3. I will cooperate in the investigation
  4. I have read the Grievance Redressal Policy

 

Signature: _________________

Date: _________________

APPENDIX B: Grievance Categories

Category 1: Content Violations

Category 2: Account Issues

Category 3: Privacy & Data

Category 4: Marketplace

Category 5: Technical

Category 6: Other

APPENDIX C: Response Templates

Template 1: Grievance Acknowledgment

text

Subject: Grievance Acknowledgment - Ticket #[ID]

 

Dear [User Name],

 

We have received your grievance dated [Date].

 

Ticket ID: #[ID]

Category: [Category]

Received: [Date & Time]

Expected Resolution: [Timeline]

 

You can track status at: clipster.co.in/track/[ID]

 

We will investigate and respond within [timeline].

 

Regards,

Clipster Support Team

Template 2: Resolution Communication

text

Subject: Grievance Resolution - Ticket #[ID]

 

Dear [User Name],

 

Regarding your grievance #[ID]:

 

Decision: [Approved/Partially Approved/Rejected]

Action Taken: [Details]

Reason: [Explanation]

 

If unsatisfied, you may appeal within 30 days to support@clipster.co.in.

 

Thank you,

Clipster Grievance Redressal Team

Template 3: Content Removal Notice to Uploader

text

Subject: Content Removal Notice

 

Dear [Username],

 

Your content at [URL] has been removed due to violation of our policies.

 

Reason: [Policy violation details]

Removal Date: [Date]

Complaint Reference: [ID if applicable]

 

You may appeal to copyright@clipster.co.in if you believe this is an error.

 

Regards,

Clipster Content Moderation Team

APPENDIX D: Timeline Summary

Step

Action

Timeline

Responsible

1

Grievance Submission

Day 0

User

2

First Acknowledgment

Within 24 hours

Support Team

3

Initial Investigation

24-48 hours

Support Team

4

Complex Case Escalation

Day 3

Grievance Officer

5

Content Removal Decision

Within 15 days

Grievance Officer

6

Implementation

Within 36 hours of decision

Tech Team

7

User Notification

Immediately after decision

Support Team

8

Appeal Window

30 days from decision

User

9

Appeal Processing

15 days

Appeals Team

10

Record Retention

180 days minimum

Compliance Team

Document ID: CLP-GRIEVANCE-2025-V1
Approved By: Legal Department, Axxoraa Private Limited
Next Review: 25 June 2025

This document is the official Grievance Redressal Policy of Clipster, operated by Axxoraa Private Limited, in compliance with IT Rules 2021.

Axxoraa Private Limited
Registered Office: H.NO 70, Near Ram Mandir Main Road, Barajamda, West Singhbhum – 833221, Jharkhand, India
CIN: U62099JH2025PTC026425
GST: 20ABECA3380P1ZM
Website: https://clipster.co.in
Help Center: https://help.clipster.co.in