Grievance redressal

Our Grievance Officer

Our Grievance Officer handles complaints about KitabPadhoIndia, about content on it, and about your personal data. You can reach them here:

Name

[Grievance Officer Name]

Designation

[Designation]

Organisation

[Legal entity name], which runs KitabPadhoIndia

Email

[email protected], with the subject “Grievance: …”

Postal address

[Legal entity name], [Registered address]

• [email protected] is our one mailbox for everything. Starting the subject with “Grievance:” makes sure your complaint goes straight to the Grievance Officer.
• Complaints are free. We will never ask you for money, or for your password, to handle a complaint.
• You can write to us in English or Hindi.

How to file a complaint

There are two ways. Use whichever is easier for you.

Option 1: Report it in the app

Best for a problem with a listing, a chat or a person. You need to be signed in (with Google or email), but you don't need a verified college ID to report.

1. Open the listing or the chat.
2. On a listing, tap the Report button (the flag). In a chat, open the menu (the three dots) and tap Report this chat. To report a person, long-press one of their messages to open their profile, then tap Report.
3. Pick a reason. Add details in the optional box if you like, then tap Send report.

Someone bothering you in a chat? You can also block them from their profile, so they can't message you.

You can choose from these reasons:

• Fake or misleading listing
• Photocopied / pirated book
• Prohibited item
• Harassment or abuse
• Didn't show up
• Unsafe meet-up
• Something else

Our team reviews every report. Not sure if an item is allowed? Check the list of prohibited items.

Option 2: Email the Grievance Officer

Write to [email protected] with the subject “Grievance: …” and a few words about the problem, for example “Grievance: fake listing”. You don't need an account to complain by email. To help us act quickly, please include:

• Your registered email address (the one you sign in with), if you have an account
• The link to the listing. Tip: on a listing, tap Share to copy its link. It looks like kpi.patienceai.tech/l/…
• For a chat: the other person's name, the item you were chatting about and roughly when
• A short description of what happened, and when
• Screenshots, if you have them

You can also send a letter to the postal address above.

What happens next

Every complaint follows these steps, whether you report in the app or by email.

1. 1

   Step 1: You report

   Any time

   Tap Report in the app, or email the Grievance Officer.

2. 2

   Step 2: We acknowledge

   Within 24 hours

   We confirm we have your complaint. We may contact you for more details.

3. 3

   Step 3: We resolve

   Aim: 15 days

   We aim to resolve it within 15 days. We review it and act if needed. If you emailed us, we reply with the outcome.

4. 4

   Step 4: You can escalate

   If needed

   Not happy with our decision? You can approach the appropriate authority.

   See your options

Want a written reply about the outcome? Email the Grievance Officer, even if you have already reported it in the app.

What we may do

• Remove a listing or other content that breaks our Terms of use or the law.
• Warn the person involved, or limit or close their account.
• Share information with the police or other authorities when the law requires it.

What we can't do

KitabPadhoIndia does not process payments. You pay the seller in person, by UPI or cash, after you inspect the item. So we can't refund or reverse a payment. We never ask for advance payment. Read our safety guidelines before you meet.

Not happy with our decision?

We hope we can sort things out together. If you are not satisfied with our decision, you may approach the appropriate authority. For example:

• Grievance Appellate Committee. For complaints about content or accounts on KitabPadhoIndia, you can appeal to a Grievance Appellate Committee set up by the Government of India under the IT Rules. Appeals are filed online on the Grievance Appellate Committee portal (gac.gov.in), generally within 30 days of receiving our Grievance Officer's decision.
• Data Protection Board of India. For complaints about your personal data, you can approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. The Act asks you to raise the complaint with us first.
• Police or cyber crime cell. For crimes such as threats, stalking, fraud or sharing intimate images without consent, contact your local police. You can also report on the National Cyber Crime Reporting Portal (cybercrime.gov.in) or call the cyber crime helpline on 1930.
• Other remedies. Nothing on this page limits any other rights you have under Indian law, including going to court.

Data protection requests

Under the Digital Personal Data Protection Act, 2023, you have rights over your personal data. Send these requests to the same mailbox as complaints, with the subject shown below. Our Grievance Officer handles them.

• Access: ask for a summary of the personal data we hold about you and how we use it.
• Correction: ask us to correct, complete or update your data.
• Erasure: ask us to delete your personal data, unless the law requires us to keep it.

You can also withdraw your consent, and nominate someone to use these rights for you in case of your death or incapacity.

Delete your account in the app

Open Settings and tap Delete account. Your KitabPadhoIndia data is erased, including your profile and your unsold listings. Your PatienceAI sign-in stays unless you ask us to remove it too. See what is deleted and what is kept for a short time.

Send a request by email

1. Email [email protected] from the email address you signed up with.
2. Use the subject “Data request: …”, for example “Data request: access”. Tell us what you need: access, correction or erasure. To delete your whole account, you can use the subject “Account deletion request”.
3. We may ask you to confirm your identity. This protects your account from misuse.

We follow the same timeline: we acknowledge within 24 hours and aim to finish within 15 days. To learn what we collect and why, read our Privacy policy.

Other ways to reach us

• General questions or feedback: [email protected]
• Meeting someone for an exchange? Read our safety guidelines.
• Not sure what you can sell? See prohibited items.
• How we use your data: Privacy policy
• Rules for using KitabPadhoIndia: Terms of use
• New here? See how KitabPadhoIndia works.

We may update this page from time to time. The "Last updated" date at the top shows the latest version.