Grievance Redressal

1. Grievance Officer

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, Gulel Entertainment has appointed a Grievance Officer to handle complaints about Gulel:

Designation

Grievance Officer

Email

hello@thegulel.com

2. What you can complain about

• Content: any programme on Gulel, including its age rating or anything you believe breaches the law or the Code of Ethics for online curated content.
• Purchases and service: coins, VIP subscriptions, payments, refunds, or the service itself.
• Personal data: how we collect or use your data, or a request to access, correct or erase it (see our Privacy Policy).

3. How to file a complaint

Email the Grievance Officer with:

• your name and how to reach you;
• the email address or phone number on your Gulel account, if you have one;
• for content: the series title, episode number and, if you can, the time in the episode;
• for payments: the date, amount and payment or transaction ID; and
• what the problem is and what you would like us to do.

4. What happens next

• Content complaints: we acknowledge them within 24 hours, decide within 15 days and tell you our decision.
• Purchase and service complaints: we acknowledge them within 48 hours and resolve them within one month.
• Personal data requests: we respond within the time the law requires, and in any case within 30 days.

5. If you are not satisfied

• Content decisions: you can appeal under the grievance mechanism of the IT Rules, 2021.
• Consumer complaints: you can contact the National Consumer Helpline (dial 1915) or file at consumerhelpline.gov.in, or approach the consumer commission through e-Daakhil.
• Personal data complaints: you can complain to the Data Protection Board of India once you have used our grievance process.