This Grievance Redressal Policy explains how users, creators, complainants, and other affected persons may raise complaints, grievances, disputes, safety concerns, payment issues, content concerns, privacy requests, or policy-related concerns with Fahdu.Fahdu is committed to handling grievances in a fair, timely, practical, user-sensitive, creator-sensitive, legally cautious, and platform-protective manner.This Policy should be read together with Fahdu’s User Terms of Service, Creator Terms, Refund Policy, Coins & Wallet Policy, Privacy Policy, Account Deletion Policy, Community Guidelines, CSAE and Child Safety Policy, Creator Content Policy, Payment & Payout Policy, and other applicable Fahdu policies.
1. Purpose of this Policy
The purpose of this Policy is to provide a clear process for:
raising complaints;
reporting user or creator misconduct;
reporting payment or wallet issues;
raising refund concerns;
reporting content violations;
reporting harassment, abuse, blackmail, or impersonation;
reporting child-safety or CSAE concerns;
requesting privacy/data assistance;
escalating unresolved support issues;
understanding response timelines;
understanding how Fahdu reviews and resolves grievances.
2. Who Can Raise a Grievance
A grievance may be raised by:
a Fahdu user;
a Fahdu creator;
a person applying to become a creator;
a subscriber;
a person affected by content or conduct on Fahdu;
a parent, guardian, or lawful representative in safety-related cases;
a person whose personal data, identity, image, or rights may be affected;
a person reporting fraud, impersonation, harassment, illegal content, or child-safety risk.
Fahdu may require verification of identity, account ownership, transaction details, or relationship to the affected person before acting on certain grievances.
3. Types of Grievances Covered
This Policy covers complaints and grievances related to:
refunds;
wallet balance;
coins;
failed recharge;
duplicate payment;
incorrect deduction;
chargebacks;
subscriptions;
paid chats;
locked replies;
live streams;
voice/video calls;
wishlist contributions;
tips;
creator payout concerns;
creator misconduct;
user misconduct;
harassment or abuse;
blackmail or threats;
impersonation;
fake accounts;
off-platform payment requests;
fraud or scams;
privacy/data requests;
account deletion issues;
account access issues;
technical failures;
content violations;
intellectual property complaints;
CSAE or child-safety concerns;
policy enforcement disputes;
support delay or unsatisfactory support handling.
4. Grievance Officer
Fahdu will appoint a Grievance Officer or authorized grievance contact to handle complaints and grievances.Grievance Officer: [Insert Name]Designation: [Insert Designation]Email: [Insert grievance email, e.g., grievance@fahdu.com]Address: [Insert Business Address]Support Email: contact@fahdu.comSafety Email: [Insert safety email, if available]The Grievance Officer or authorized grievance team may coordinate with Fahdu’s support, finance, product, technical, trust & safety, creator success, legal, compliance, and management teams as required.
5. How to Raise a Grievance
A grievance may be submitted through:
Fahdu in-app support or report option, where available;
email to the Grievance Officer;
email to Fahdu support;
dedicated safety reporting email, where applicable;
official support channel communicated by Fahdu.
For faster resolution, the grievance should include:
registered mobile number or email;
Fahdu username/user ID;
creator username, if relevant;
transaction ID/order ID, if relevant;
payment receipt or screenshot, if relevant;
date and time of incident;
feature involved;
screenshots, screen recording, or evidence, if available;
clear description of the issue;
relief or action requested;
whether there is any urgent safety concern.
Incomplete complaints may take longer to review.
6. Complaint Acknowledgement
Fahdu will aim to acknowledge receipt of a grievance within 24 hours of receiving it through an official channel.Acknowledgement means Fahdu has received the complaint. It does not mean that the complaint has been accepted, approved, resolved, or decided in favour of the complainant.In some cases, Fahdu may ask for additional information before beginning a full review.
7. Resolution Timeline
Fahdu will aim to resolve grievances within 15 days from the date of receipt of a complete complaint.Some matters may take longer where they involve:
payment gateway confirmation;
bank or UPI verification;
app-store verification;
technical log review;
creator-side review;
user-side review;
fraud checks;
chargeback review;
legal review;
tax or payout reconciliation;
law enforcement requests;
child-safety or CSAE concerns;
complex evidence review;
third-party service provider delays.
If additional time is required, Fahdu may inform the complainant where appropriate.Urgent safety and child-safety matters may be escalated immediately and handled outside normal timelines.
8. Urgent Safety Grievances
Certain grievances are treated as urgent and may bypass normal support queues.Urgent grievances include:
child sexual abuse material;
child exploitation;
grooming;
sexual content involving minors;
blackmail;
threats of violence;
self-harm risk;
trafficking or coercion;
non-consensual intimate content;
serious harassment;
account takeover;
large payment fraud;
illegal content or activity;
credible threat to user, creator, or public safety.
Fahdu may immediately restrict content, suspend accounts, preserve records, pause payouts, freeze suspicious wallet activity, escalate to Trust & Safety or Legal, and report to authorities where required or appropriate.
9. Refund, Payment, Coins, and Wallet Grievances
Refund, wallet, coins, recharge, subscription, or payment-related grievances will be reviewed according to Fahdu’s Refund Policy and Coins & Wallet Policy.Fahdu may review:
payment status;
transaction ID;
order ID;
wallet ledger;
coin credit logs;
coin deduction logs;
usage records;
subscription status;
creator transaction records;
app logs;
payment gateway records;
bank or app-store confirmation;
refund history;
chargeback history;
fraud signals.
A refund is not automatic merely because a grievance has been raised.Used coins, consumed services, creator transactions, tips, wishlist contributions, unlocked content, live access, calls, active subscriptions, bonus coins, and promotional credits are generally handled according to Fahdu’s Refund Policy and Coins & Wallet Policy.
10. Creator-Related Grievances
Users may raise grievances involving creator conduct, creator promises, paid interactions, subscriptions, chats, calls, live streams, wishlist contributions, tips, harassment, misleading claims, off-platform payment requests, or policy violations.Fahdu may review:
creator profile;
creator messages;
user messages;
transaction records;
subscription records;
chat/call/live metadata;
payment records;
screenshots or evidence;
creator history;
previous complaints;
policy compliance.
Fahdu may take action such as warning, content removal, refund review, coin adjustment, creator restriction, monetization restriction, payout hold, payout deduction, account suspension, or termination.Fahdu does not guarantee that every creator-related grievance will result in a refund or action against the creator.
11. User-Related Grievances
Creators may raise grievances involving user misconduct, harassment, abusive messages, blackmail, threats, refund abuse, chargeback misuse, off-platform solicitation, fake reports, or illegal requests.Fahdu may review account records, payment records, messages, reports, usage logs, support history, screenshots, and other relevant evidence.Fahdu may take action against users who violate Fahdu’s policies, including warning, feature restriction, wallet restriction, refund denial, account suspension, account termination, or legal escalation.
12. Content and Community Guideline Grievances
Users, creators, or affected persons may report content that appears to violate Fahdu’s Community Guidelines, Creator Content Policy, CSAE Policy, or applicable law.This may include:
illegal content;
abusive content;
harassment;
impersonation;
non-consensual content;
sexual content involving minors;
copyright infringement;
fake profiles;
misleading claims;
prohibited adult-service offers;
private personal information;
threats or coercion.
Fahdu may remove, restrict, hide, disable, review, preserve, or escalate reported content depending on the nature and severity of the issue.
13. Privacy and Data Grievances
Users and creators may raise privacy-related grievances, including:
account deletion concerns;
correction of inaccurate data;
request for access to personal data;
request for deletion or erasure;
withdrawal of consent;
unauthorized use of personal information;
misuse of private chats or screenshots;
impersonation;
privacy violation;
data security concern.
Privacy-related grievances will be handled according to Fahdu’s Privacy Policy and applicable law.Fahdu may verify identity before processing privacy requests.Fahdu may refuse, delay, or limit privacy requests where permitted by law, including where data must be retained for payment, tax, fraud prevention, safety, dispute handling, legal compliance, regulatory obligations, or enforcement of Fahdu’s rights.
14. Account Deletion Grievances
If a grievance relates to account deletion, wallet balance before deletion, unused paid coins, active subscriptions, pending refund requests, creator payouts, or post-deletion data retention, Fahdu will review the matter according to the Account Deletion Policy, Refund Policy, Coins & Wallet Policy, and Privacy Policy.Users and creators should raise refund or wallet-related concerns before deleting their account.Account deletion does not automatically make previous transactions refundable.
15. Intellectual Property Complaints
If a person believes that content on Fahdu infringes their copyright, trademark, image rights, publicity rights, privacy rights, or other rights, they may submit a complaint with relevant details.The complaint should include:
complainant’s name and contact details;
description of the allegedly infringing content;
link, username, screenshot, or reference to the content;
proof of ownership or authorization;
explanation of the alleged violation;
declaration that the complaint is accurate and made in good faith.
Fahdu may remove, restrict, disable, or review the content and may ask for additional proof.Repeated or serious infringement may result in account restriction or termination.
16. Technical Grievances
Technical grievances may involve:
app crash;
failed recharge;
coins not credited;
incorrect deduction;
call failure;
live stream failure;
subscription access issue;
login problem;
creator dashboard error;
payout dashboard issue;
notification issue;
account access issue.
Fahdu may ask for:
device model;
operating system;
app version;
screenshot or screen recording;
transaction ID;
date and time;
steps to reproduce the issue;
network details, where relevant.
Where a verified technical issue is found, Fahdu may provide a fix, replacement access, coin restoration, refund review, or another suitable resolution depending on the facts.
17. Chargebacks and Payment Disputes
If a user raises a chargeback, bank dispute, UPI dispute, app-store dispute, or payment reversal after using coins or consuming Fahdu services, Fahdu may review the account and transaction history.Fahdu may:
restrict account access;
freeze wallet activity;
reverse promotional credits;
reject related refund requests;
adjust creator-side balances or payouts;
investigate suspicious activity;
recover losses where legally permitted;
take action for fraud, abuse, or policy violation.
Users are encouraged to contact Fahdu before raising a payment dispute so the issue can be reviewed through the proper grievance process.
18. Evidence and Records
Fahdu may review and rely on:
account records;
payment records;
coin and wallet ledger;
chat/call/live metadata;
subscription records;
creator transaction records;
refund records;
payout records;
screenshots;
screen recordings;
support history;
device/session logs;
app event logs;
moderation records;
fraud signals;
user and creator statements;
payment gateway/app-store/bank confirmations;
legal or regulatory communications.
If user-provided information conflicts with Fahdu’s verified internal records, Fahdu may rely on its verified records and third-party confirmations.
19. Possible Outcomes
Depending on the grievance, Fahdu may take one or more of the following actions:
provide clarification;
ask for more information;
reject the grievance;
approve a refund;
approve a partial refund;
restore eligible coins;
correct wallet balance;
provide replacement access;
fix a technical issue;
warn a user or creator;
remove content;
restrict a feature;
suspend an account;
terminate an account;
pause creator payout;
deduct or reverse creator earnings;
escalate to Trust & Safety;
escalate to Finance;
escalate to Product/Tech;
escalate to Legal/Compliance;
report to appropriate authorities where required or appropriate.
Fahdu’s decision will depend on platform records, applicable policies, evidence, transaction status, usage status, safety risk, fraud risk, legal obligations, and the facts of the case.
20. Escalation Process
If a complainant is not satisfied with the initial support response, they may request escalation to the Grievance Officer.The escalation request should include:
original complaint reference number, if any;
registered email/mobile number;
username/user ID;
summary of the unresolved issue;
reason for escalation;
relevant evidence;
requested resolution.
Fahdu may review escalated grievances through the appropriate internal team.Repeated escalation of the same issue without new facts or evidence may be closed.
21. False, Abusive, or Malicious Complaints
Fahdu encourages genuine complaints made in good faith.However, users and creators must not misuse the grievance process by:
filing false complaints;
submitting fake screenshots;
editing evidence;
making malicious allegations;
repeatedly filing the same issue without new facts;
using complaints to harass others;
threatening support staff;
abusing Fahdu employees;
using grievance channels to force improper refunds;
hiding their own policy violations.
Fahdu may restrict accounts that misuse the grievance process.This does not discourage genuine reporting. If you are unsure whether something violates Fahdu’s policies, you may report it in good faith.
22. Confidentiality
Fahdu may keep grievance investigations confidential to protect privacy, safety, fraud prevention, legal compliance, platform security, and the rights of users and creators.Fahdu may not disclose full investigation details, internal notes, fraud signals, moderation methods, legal advice, or sensitive evidence to the complainant or accused account.Where appropriate, Fahdu may inform the complainant of the outcome or action taken in general terms.
23. No Retaliation
Fahdu does not tolerate retaliation against any person who raises a grievance in good faith.Users and creators must not threaten, harass, expose, blackmail, shame, or punish any person for reporting a genuine concern.Retaliation may result in account restriction, suspension, termination, or other action.
24. Cooperation with Authorities
Fahdu may cooperate with law enforcement, regulators, courts, payment partners, app stores, banks, child-protection authorities, or other competent authorities where required or appropriate.Fahdu may preserve and disclose relevant records through lawful process or where necessary for safety, legal compliance, fraud prevention, payment disputes, or protection of rights.
25. Limitation of Grievance Process
The grievance process is intended to help Fahdu review and resolve platform-related complaints.
refund approval;
account restoration;
creator payout approval;
content restoration;
reversal of policy action;
compensation;
specific user or creator action;
disclosure of confidential investigation details;
resolution where the issue occurred outside Fahdu’s control.
Fahdu is not responsible for off-platform payments, private arrangements, social media communications, external websites, third-party platform actions, bank delays, app-store decisions, or payment-provider decisions except where required by law or where Fahdu’s records show an issue within Fahdu’s control.
26. Internal Routing of Grievances
Fahdu may route grievances internally as follows:
refund/payment/coins/wallet issues: Support and Finance;
technical issues: Support and Product/Tech;
creator misconduct: Support, Creator Success, and Trust & Safety;
user misconduct: Support and Trust & Safety;
harassment/blackmail/threats: Trust & Safety and Legal, where needed;
child-safety/CSAE: urgent Trust & Safety and Legal escalation;
privacy/data requests: Privacy/Grievance Officer;
payout disputes: Finance and Creator Success;
legal notices: Legal/Management;
chargebacks/fraud: Finance, Risk, and Legal where needed.
Internal routing may vary depending on the seriousness, evidence, and risk involved.
27. Updates to this Policy
Fahdu may update this Grievance Redressal Policy from time to time.Updated versions may be published on Fahdu’s website, app, or other official communication channels.The updated Policy will apply from the date it is published, unless stated otherwise.Users and creators are encouraged to review this Policy periodically.
28. Contact
For grievances, complaints, escalations, safety concerns, privacy concerns, refund issues, wallet concerns, creator disputes, user disputes, or policy concerns, please contact:Fahdu Grievance OfficerName: Kanchan TamewarDesignation: Grievance OfficerEmail: mt@fahdu.comFahdu SupportEmail: contact@fahdu.comSafety / CSAE ReportsEmail: bd@fahdu.comFor faster review, please include your registered email/mobile number, username/user ID, transaction ID/order ID where relevant, screenshots or evidence, and a clear description of the issue.
