Grievance Redressal
Last updated: 26 August 2026
If something about Twoly is wrong — your data, another user, content, a payment, anything — this is the page that gets it to a person who can fix it, with names and timelines attached.
India's Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require us to name a Grievance Officer and publish how to reach them. The Consumer Protection (E-Commerce) Rules, 2020 require the same for consumer complaints. The DPDP Act, 2023 requires a route for data-protection complaints. One page covers all three.
Grievance Officer
| Name | GRIEVANCE_OFFICER |
| Company | Xspark LLP (LLPIN LLPIN) |
| Registered office | REGISTERED_OFFICE, India |
| xsparkllp@gmail.com | |
| Phone | GRIEVANCE_PHONE |
| Hours | Monday–Friday, 10:00–18:00 IST (excluding public holidays) |
Please put "Grievance" in the subject line so it's routed correctly.
What you can raise here
- A privacy or data-protection complaint (access, correction, deletion, withdrawal of consent, or how we've handled your data) — see the Privacy Policy.
- Another user harassing, coercing, impersonating, or monitoring you — see the Community Guidelines.
- Content you believe is unlawful, or that someone has posted your personal information.
- A billing, subscription or refund problem — see the Refund Policy.
- Anything else you think we've got wrong.
Our timeline
As required by the IT Rules 2021:
| Step | When |
|---|---|
| Acknowledge your complaint | Within 24 hours |
| Resolve it | Within 15 days of receipt |
| Requests to remove content that exposes an individual (e.g. someone posting your private |
details or an intimate image) | Acted on within 24 hours |
For data-protection complaints under the DPDP Act, we respond within 30 days at the outside, and usually much sooner.
If we need more information from you to resolve something, the clock is fair: we'll ask promptly, and we won't use "waiting on you" as a way to run it out.
What to include
You don't need a lawyer, a form, or evidence to complain. It helps if you can tell us:
1. Your name as it appears in the app, or the phone number on your account. 2. What happened, in your own words. 3. If it's about another user — their name as you see it, and roughly when. 4. What you'd like us to do.
If we don't resolve it
- Data-protection matters: you may escalate to the Data Protection Board of India.
- Consumer matters: you may approach the consumer forum where you live, or the National Consumer Helpline (1915), under the Consumer Protection Act, 2019. Nothing in our Terms prevents you from doing so.
- Anything else: reply to our final response and ask for it to be reviewed by a Designated Partner of Xspark LLP.
We would much rather fix it here than have you need any of the above.
Xspark LLP · REGISTERED_OFFICE, India · xsparkllp@gmail.com