Grievance and Legal Requests Policy
Learn how to submit grievances, report urgent safety concerns and make legal requests to Celaeno.
1. Purpose and Reporting Channels
This Policy establishes the process for receiving and handling complaints relating to account access, payments, privacy, harassment, prohibited content, impersonation and other Platform-related concerns.
In-App Reporting Mechanism
Users can report problems directly through the app or platform.
Grievance Email
grievances@celaeno.inPostal Address
H.32, Janhit Awas Yojna, Modern Railway City Road, Chhaprola (Chhapraula), Gautam Budh Nagar, Uttar Pradesh - 201009.
Users should provide sufficient information to identify the relevant account, transaction or content, together with supporting material where available. A complaint may include the relevant username or profile identifier, date of the incident, description of the conduct and screenshots or transaction references.
Users should not include passwords, PINs, OTPs or unnecessary identity documents.
2. Acknowledgement and Resolution
Celaeno will handle grievances within the timelines required by applicable law. Where the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 apply to the Company and the relevant complaint, the applicable acknowledgement and resolution deadlines will be incorporated into the operating process.
For covered intermediary grievances, the applicable Rules prescribe acknowledgement and work on resolving the dispute within 15 days, subject to the specific rules and exceptions that apply. Certain specified content-removal complaints are subject to shorter timelines.
Where additional information is necessary, Celaeno may request it, provided the request is reasonable and consistent with applicable legal deadlines. Where a complaint cannot be resolved in the manner requested, the Company may communicate the outcome and the basis for the decision to the extent legally appropriate.
3. Urgent Safety Complaints
Credible threats, stalking, non-consensual intimate imagery, sexual exploitation and immediate risks of harm will be prioritised.
Celaeno may take temporary protective measures before completing a full investigation where reasonably necessary and lawful, including restricting an account, disabling access to reported content or preserving relevant records.
4. Law Enforcement Requests and Evidence Preservation
Celaeno will assess legal requests for validity, scope and appropriate authority before disclosing information. It may disclose or preserve information where required or lawfully permitted. Where legally permitted, the Company may seek clarification of an overbroad or unclear request and limit disclosure to the information lawfully required or justified.
Law enforcement agencies, courts, government authorities and other parties serving legal notices, orders or preservation requests may send them to legal@celaeno.in. Requests should identify the issuing authority, the legal basis for the request, the relevant account(s) and the information sought.
Relevant records may be preserved when necessary for an investigation, legal obligation or reasonably anticipated legal claim. Preservation will be limited to relevant information and reviewed in accordance with applicable law and the retention standard.
Users who report fraud, impersonation, threats or misuse of photographs should retain available evidence and avoid altering original material where possible.
Celaeno may restrict an account while investigating where reasonably necessary to protect Users, prevent further harm or preserve evidence. Such a restriction is a protective or enforcement measure and does not necessarily amount to a final determination of civil or criminal liability.