This Grievance Redressal Policy ("Policy") outlines the mechanism for users to report issues, escalate complaints, and seek redressal for grievances related to Crafto’s services. It is published in accordance with Rule 3(2) and Rule 3(2)(j) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

This Policy applies to all users accessing the services of PRIMETRACE TECHNOLOGIES PRIVATE LIMITED ("Crafto", "we", "our", or "us") through our mobile application and websites: https://crafto.app and https://www.craftoapp.com.

1. Scope of Grievances

• Content takedown requests (e.g., copyright infringement, defamation);
• Violation of Community Guidelines (e.g., hate speech, nudity, abuse);
• Payment-related disputes (e.g., billing, refunds, UPI AutoPay);
• Technical or functional issues (e.g., access denial, login errors);
• Data privacy, content misuse, or information security concerns;
• Misuse of Crafto’s services by other users.

2. Grievance Officer

In compliance with Rule 3(2) of the Intermediary Guidelines, 2021, Crafto has appointed the following Grievance Officer:

Grievance Officer
Head of Support
Email: support@crafto.app
PRIMETRACE TECHNOLOGIES PRIVATE LIMITED
Address: No 215, 3rd Floor, 32/5, Hosur Road, Roopena Agrahara, Begur Hobli, Bommanahalli, Bangalore – 560068

3. Submission of Grievances

• Email to the Grievance Officer (support@crafto.app), or
• In-app support or contact form (if enabled).

Submissions must include:

• Full name and contact details;
• Nature of grievance and affected content/service;
• Relevant supporting evidence or screenshots;
• A declaration that the information is true to the best of your knowledge.

4. Acknowledgment and Resolution Timelines

• All grievances shall be acknowledged within 24 hours of receipt.
• Crafto shall resolve all user grievances within 15 working days, unless exceptional circumstances require more time (e.g., legal consultation).
• Content takedown requests based on copyright infringement or IT Act violations will be handled per our Copyright Policy and Terms of Service, typically within 36 to 72 hours.

5. Escalation Process

If a grievance is not resolved satisfactorily, users may escalate their issue by replying to the original communication or requesting written justification for the outcome. Appeals will be reviewed by a senior member of the compliance team within 7 working days.

6. Misuse and Abuse of Grievance Mechanism

• Crafto reserves the right to reject frivolous, abusive, or repetitive complaints;
• Restrict access for users misusing the grievance channel;
• Report malicious submissions to appropriate authorities if necessary.

7. Confidentiality

All grievance submissions will be handled with strict confidentiality. Your personal details will not be disclosed without lawful requirement or your explicit consent, unless necessary to resolve the grievance.

8. Compliance Assurance

Crafto regularly audits its grievance redressal mechanism to:

• Ensure legal compliance;
• Improve turnaround times;
• Maintain transparency, accountability, and fairness.

This Policy is an integral part of Crafto’s Terms of Service, Privacy Policy, and Content Policies. It is subject to updates in line with applicable laws and platform practices.