Legal
Grievance Redressal
Last updated: 15 April 2026
In compliance with Rule 3(2) of the IT (Intermediary Guidelines) Rules 2021, the DPDP Act 2023, and the Consumer Protection (E-Commerce) Rules 2020, ShiftPhotos maintains a Grievance Redressal Mechanism.
Grievance Officer
Email: grievance@shiftphotos.com
Working hours: Monday–Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)
SLA: Acknowledgement within 24 hours; resolution within 15 days.
Types of grievances
- Content complaints (illegal, infringing, harmful).
- Account access, suspension, or termination.
- Data protection (DPDP rights).
- Payment or billing disputes.
- Privacy concerns.
- Service availability issues.
- Safety (harassment, threats, CSAM — also report to cybercrime.gov.in).
How to submit
Include in your email:
- Your full name
- Registered email
- Clear description of the grievance
- Supporting evidence (screenshots, URLs, transaction IDs)
- Your preferred resolution
Response timeline
| Complaint type | Acknowledgement | Resolution |
|---|---|---|
| CSAM / imminent harm | Within 1 hour | 24h + report |
| Data breach | 24 hours | 72 hours |
| Data rights (DPDP) | 48 hours | 30 days |
| Content takedown | 24 hours | 36 hours |
| Payment / billing | 24 hours | 15 days |
| General | 48 hours | 15 days |
Escalation paths
- Internal escalation — email legal@shiftphotos.com
- Data Protection Board (DPB) — for unresolved data protection issues
- Consumer Forum — under the Consumer Protection Act 2019
- National Consumer Helpline — call 1915 or consumerhelpline.gov.in
- Cyber Crime — cybercrime.gov.in or call 1930
Languages
Submit grievances in English or Hindi. We respond in the same language.