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Complaints & Grievance Process

Last updated: 24 October 2026

If something goes wrong on Denszo, tell us. This page says where to complain, who looks at it, what we do and how long it takes. It meets 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.

1. Pick the right route

  • A listing, chat, user or review that breaks the rules (scam, prohibited item, abuse): use Report on a listing (the … menu on its photos), Get help in a chat, or Report on a user or review. This is the fastest route and goes to a moderator.
  • Our decision (your ad was removed, a review was removed, your account was suspended): for a removed ad use Ask review in My listings → Removed. For anything else write to the Grievance Officer.
  • Payments, refunds, invoices, plans: write to support with your Ad ID or payment reference.
  • Your personal data (copy, correction, erasure, withdrawing consent): write to the Grievance Officer from the email on your account.
  • A dispute with another user over a deal: report the listing or chat so we can act on the account. We are not a party to the deal and cannot order a refund or return (see Terms, section 1), but we will help with what we can, such as removing a scam listing and passing information to the police when asked.
  • Intimate or nude images shared without consent: tell us right away through Report, or by email, marked URGENT.

2. How to complain to the Grievance Officer

Grievance Officer: [Name of Grievance Officer]
Email: [grievance email]
Post: Grievance Officer, [Registered company name] (operating Denszo), [Registered office address]

Please give: your name and the email or mobile on your account, the Ad ID or link, what happened and when, what you want us to do, and screenshots if you have them. We may ask you for more to confirm who you are. Complaints are free. Anyone can complain, whether or not they have an account.

3. What we do, and when

  1. Acknowledge within 24 hours, with a complaint number (e-commerce complaints: within 48 hours).
  2. Look into it. A moderator or the officer reads it, checks the listing, messages and records, and may ask you or the other party for details.
  3. Act. We remove, warn, restore, refund, correct data or suspend an account, as the facts and the rules (Terms, Prohibited Items, Privacy) require.
  4. Reply in writing with what we decided and why, and we resolve the complaint within 15 days of receiving it (30 days at most for consumer complaints about goods, services or refunds).

Faster timelines apply to:

  • Content showing a person's private parts or an intimate act, or a morphed or impersonating image, reported by that person or for them: removed or blocked within 24 hours of the complaint.
  • A lawful court or government order to remove content: acted on within the time the order gives, and no later than 36 hours.
  • An urgent threat to life or safety: acted on at once and passed to the police where needed.

4. How reports are handled

  • One open report per person per item. Reporting again is allowed once it is closed.
  • The person reported is not told that a report exists, or who made it. They hear only about the action taken, with the reason.
  • Outcomes: the listing is removed, the report is dismissed, or a removed listing is restored.
  • You are told the outcome of a report you made: "We removed an ad you reported" or "We reviewed your report".
  • A seller whose ad is removed can ask for review once. A second moderator looks at it: restore, or the removal stands.
  • Reports made in bad faith, or to harass, may get the reporter's own account restricted.
  • We keep the record of removed content and the action taken as the law requires, and may share it with an authority on a lawful request.

5. If you are not satisfied

  • Reply to our decision within 30 days and ask for it to be reviewed by a senior member of the team; we answer in the same 15 days.
  • Under the IT Rules you may appeal to the Grievance Appellate Committee (gac.gov.in) within 30 days of our reply, or if we do not reply in time.
  • For consumer complaints you may approach the National Consumer Helpline (1915 or consumerhelpline.gov.in) or your District Consumer Commission.
  • For personal data, you may complain to the Data Protection Board of India once you have raised it with us first.
  • For crime, call 112 or report at cybercrime.gov.in (helpline 1930).

6. Seller details and who we are

Sellers are independent. Each ad shows the seller's name, area and trust marks; business sellers show their shop page. We give a seller's verified details to a buyer or authority when the law asks us to. Legal notices go to the address above. More: Terms, Privacy, Prohibited Items.