JodiVibes

Grievance Redressal

Published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Pending final review by counsel before public launch.

1. Grievance Officer

Name: [To be appointed]
Email: grievance@jodivibes.in
Address: UrbanMove Services Pvt Ltd, [registered office], Uttar Pradesh, India

2. Our commitment

  • Acknowledge every complaint within 24 hours of filing.
  • Act on complaints about unlawful content or an active safety concern within 36 hours.
  • Resolve every complaint within 15 days, or a shorter timeline where a specific rule requires it.

Every complaint is issued a ticket number at the time it is filed, so you can track its status. These commitments apply regardless of whether you have a JodiVibes account.

3. What counts as a grievance

Use this process for concerns about:

  • Safety — an incident, threat, or conduct concern arising from a booking or the platform.
  • Payment — a billing, refund or escrow issue you believe was not correctly resolved through the in-app dispute process.
  • Privacy — how your personal data was collected, used, or handled.
  • Content — a profile, message, or review you believe violates our Community Guidelines or the law.
  • Verification — a concern about how identity or background verification was handled.
  • Other — anything else about the platform or our compliance obligations.

A concern about a specific booking (a no-show, a disputed charge) should first go through that booking’s in-app Report or Dispute control, which is faster for booking-level issues. Use this process when that hasn’t resolved things, or for anything broader than one booking.

4. How to file

Any of the following:

  • The in-app “Report an Issue” flow, from a booking, profile, or the Help Center.
  • Email the Grievance Officer at grievance@jodivibes.in.
  • Write to the registered office address above.

Please include:

  • Your account phone number or email (if you have an account).
  • The booking reference, if the grievance relates to one.
  • What happened, when, and what outcome you’re asking for.
  • Any relevant screenshots or documents.

5. What happens after you file

  1. You receive an acknowledgement with a ticket number, within 24 hours.
  2. The Grievance Officer (or an assigned reviewer) investigates, which may include contacting you or the other party involved for more information.
  3. You receive a written resolution, or a status update if more time is genuinely needed, within the 15-day commitment.
  4. If you’re not satisfied with the outcome, you can ask for it to be escalated — see Section 6.

6. Escalation

If a resolution doesn’t address your concern, reply to the same ticket asking for escalation. Beyond that, you retain whatever rights you have under applicable law, including approaching a consumer forum or, for a data-protection grievance specifically, the Data Protection Board of India once it is operational.

7. Scale thresholds

If JodiVibes crosses the 5-million registered-user threshold under the IT Rules, 2021, we will appoint a separate Chief Compliance Officer and Nodal Contact Person and publish their details here, in addition to the Grievance Officer above.

Last drafted: 14 September 2026. Not yet reviewed by counsel.