Grievance Redressal

1.Our Grievance Officer

Lasso has appointed a Grievance Officer under 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. You can contact them about anything on Lasso.

2.What you can complain about

• Content or behaviour on Lasso that breaks the law, the Terms of Use or the Community Guidelines;
• a decision to remove your content or restrict or close your account;
• charges, coins, invoices or refunds (see the Refund & Cancellation Policy);
• creator earnings, withdrawals, TDS or KYC (see the Creator Agreement); and
• your personal data and your rights under the Privacy Policy.

3.How to raise a complaint

1. In the app (fastest)Open Profile → Help & support, or use Report on the profile, call, post or transaction concerned.
2. By email or postWrite to the Grievance Officer at the email or address above.
3. Tell usYour name and the mobile number on your Lasso account; what happened, with dates; links or screenshots if you have them; and what you would like us to do.

For your safety, we will never ask for your OTP, card details or UPI PIN.

4.Our timelines

• Acknowledgement within 24 hours of receiving your complaint, with a reference number.
• Resolution within 15 days of receiving it. We tell you what we decided and why.
• Within 24 hours we remove or disable content that exposes someone’s private areas, shows full or partial nudity or a sexual act, or impersonates someone (including morphed images), on a complaint by the person concerned or someone on their behalf.
• Orders from courts and authorised government agencies are acted on within the time set by law.

5.If you are not satisfied

• Content and account decisions: you can appeal to the Grievance Appellate Committee set up by the Government of India within 30 days of our decision, at gac.gov.in.
• Payments and services: you can approach a consumer commission under the Consumer Protection Act, 2019 (online filing at edaakhil.nic.in) or call the National Consumer Helpline on 1915.
• Personal data: after using our grievance process, you can complain to the Data Protection Board of India.

6.Law-enforcement requests

Authorised government and law-enforcement agencies can send orders and requests to our nodal contact. This contact does not handle user complaints; users should contact the Grievance Officer.

7.Who operates Lasso