STATUTORY GRIEVANCE REDRESSAL MECHANISM (INDIA IT RULES 2021)
In strict compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, Nexaura Academy (operated by Nexaura Studios) maintains a formalized, multi-tiered grievance redressal mechanism to ensure the fair, transparent, and expeditious disposal of all user complaints.
At Nexaura Studios, we value creator trust and customer satisfaction. Whether your grievance relates to a payment transaction, digital asset delivery, platform moderation, intellectual property rights, or personal data privacy, this policy outlines your rights, the exact escalation procedure, and our statutory turnaround obligations.
1. Categories of Grievances Handled
This mechanism covers complaints and dispute escalations arising under the following categories:
- Transactional & Payment Issues: Bank account debited without order confirmation, duplicate charges, Razorpay payment verification delays, or GST billing discrepancies.
- Digital Asset Access & Delivery: Inability to download purchased files, corrupted ZIP archives, broken download tokens, or software compatibility verification.
- Content Moderation & Community Disputes: Disciplinary actions taken under our Community Guidelines, unwarranted mutes or suspensions on Discord, abusive user reviews, or harassment reports.
- Copyright & Intellectual Property Infringements: Unauthorized copying, trademark misuse, or copyright notices under our Copyright Policy and Section 51 of the Indian Copyright Act, 1957.
- Data Privacy & DPDP Inquiries: Requests for personal data access, rectification, account deletion, or unauthorized marketing under our Privacy Policy.
2. Designated Grievance Redressal Officer
As required by the Information Technology Act, 2000, and related rules, Nexaura Studios has appointed a senior compliance representative as the dedicated Grievance Officer:
Operating Entity: Nexaura Studios (operating Nexaura Academy)
Physical Registered Address: Adaspur, Cuttack, Odisha 754011, India
Official Compliance Email: contact@nexaurastudios.com
Office Hours: Monday through Friday, 10:00 AM – 6:00 PM IST (excluding national and state public holidays)
3. Three-Tier Grievance Escalation Matrix
To resolve issues systematically and avoid unnecessary administrative delay, we operate a three-tier escalation structure:
| Tier Level | Responsible Desk & Scope | Resolution Target & Process |
|---|---|---|
| Tier 1: Frontline Support Desk |
Customer Support Team In-app Support Tickets or Contact Form |
Handles initial technical inquiries, download assistance, and basic payment receipts. Acknowledgment within 4 to 12 business hours; typical resolution within 24 to 48 hours. |
| Tier 2: Grievance Redressal Officer |
Asit Kumar Sahoo (Compliance Head) Email: contact@nexaurastudios.com |
Statutory tier under Rule 3(2) IT Rules. Formal acknowledgment with unique ticket number within 24 hours. Comprehensive legal and operational review with reasoned determination within 15 business days. |
| Tier 3: Executive Review Council |
Senior Executive Panel Nexaura Studios Management |
Available if the complainant is dissatisfied with the Tier 2 determination. Complainant may request executive review within 14 days of Tier 2 decision. Final determinations rendered within 10 business days. |
4. Mandatory Information Required When Submitting a Grievance
To ensure prompt processing and avoid delays, all written grievance submissions sent to the Grievance Officer must contain:
- Complainant Identification: Full legal name, contact telephone number, and the email address associated with your Nexaura Academy account.
- Category & Reference: Clear category selection (e.g., Payment, Asset Defect, Content Moderation, Copyright, or Privacy).
- Transaction Identifiers: Relevant order number (e.g.,
ORD-...), Razorpay payment ID (e.g.,pay_...), or asset title. - Detailed Factual Statement: A chronological summary of the facts, prior correspondence with Tier 1 support, and specific screenshots or documentation.
- Specific Remedy Sought: The precise corrective action requested (e.g., manual file delivery mirror, account reinstatement, or data rectification).
- Declaration of Good Faith: A statement that the information submitted is true, complete, and accurate to the best of your knowledge.
5. Statutory Resolution Timelines & Emergency Protocols
Nexaura Studios strictly adheres to the following turnaround benchmarks:
- Grievance Acknowledgment: Every grievance dispatched to the Grievance Officer is acknowledged via email within 24 hours along with a tracking ticket number.
- Final Disposal: In accordance with Rule 3(2)(a) of the IT Rules 2021, the Grievance Officer shall investigate and provide a formal reasoned determination within 15 business days of receipt.
- Emergency Content Removal (Rule 3(2)(b)): In cases concerning non-consensual sexually explicit content, impersonation, or court orders, Nexaura Studios acts within 24 hours of receiving prima facie evidence.
- Consumer Protection Notice: In compliance with the Consumer Protection (E-Commerce) Rules, 2020, regular updates are provided to the consumer regarding the investigation progress until final disposal.
6. Non-Retaliation & Confidentiality Guarantee
Nexaura Studios enforces a strict non-retaliation policy. No user will suffer adverse consequences, discriminatory treatment, or arbitrary account sanctions solely for filing a good-faith grievance or asserting their consumer or privacy rights under applicable law.
All grievance records, submitted evidence, and communications are treated as strictly confidential and disclosed only to internal compliance personnel and relevant legal authorities where mandated by law.
7. Governing Law & Judicial Jurisdiction
This Grievance & Complaint Redressal Policy is governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000, and the Consumer Protection Act, 2019.
Any dispute, controversy, or claim arising out of or relating to this policy or the grievance redressal mechanism shall be subject to the exclusive jurisdiction of the competent courts situated in Cuttack, Odisha, India.
Last Updated & Effective: September 21, 2026. Published by Nexaura Studios.
