1. Statutory Mandate & Legal Framework
This notice is formally published pursuant to Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2011 (as amended), the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023 (DPDPA).
Glamourly provides an accessible, impartial, and time-bound redressal mechanism for any grievance raised by consumers, salon partners, or regulatory authorities concerning content, operational conduct, or personal data rights.
2. Designated Grievance & Data Protection Officer
The details of our designated Nodal Grievance and Data Protection Officer are as follows:
Grievance & Data Protection Officer
Nodal Grievance Officer, Glamourly Operations
Glamourly Grievance Cell, Mumbai, Maharashtra 400050, India
3. Acknowledgement & Resolution Timelines
Every formal grievance submitted via email or statutory portal receives an automated unique Ticket/Docket ID within 24 to 48 business hours.
Pursuant to IT Rules 2011 and DPDP Act 2023, every complaint is thoroughly investigated and formally disposed of within a maximum of 15 calendar days from receipt.
4. Step-by-Step Grievance Filing Procedure
Email your grievance to care@glamourly.in with the subject header "STATUTORY GRIEVANCE: [Your Name / Booking Reference]" or submit through your customer dashboard.
The Grievance Officer reviews evidence, examines platform logs, and requests formal written representations from involved salon partners where appropriate.
You receive a comprehensive written response outlining findings, corrective measures taken, content takedowns, or dispute mediation recommendations.
5. Information Required in Your Complaint
To ensure rapid and lawful processing, your communication should include:
- Full Name, Registered Email Address, and Phone Number.
- Glamourly Booking Reference Code or Salon Profile URL in question.
- Detailed, factual description of the incident, including specific dates, times, and personnel involved.
- Relevant supporting documentation (e.g., in-salon physical receipt, photographs, screenshots of communications).
- A clear statement of the specific remedy or action requested.
6. Scope of Redressable Grievances
Requests regarding personal data access, correction, erasure, processing restrictions, or unauthorized disclosure.
Reports of defamatory reviews, harassment, fake ratings, or unaddressed in-salon service disputes.
Reports of salon partners failing to honor catalog pricing or levying unauthorized surcharge fees.
Copyright, trademark, or unauthorized brand asset notices submitted under Indian copyright and trademark statutes.
7. Escalation Matrix & Regulatory Recourse
If you are unsatisfied with the resolution provided by our Grievance Officer, you retain all statutory rights under Indian law:
Information Technology Grievance Appellate Committee (GAC): Users aggrieved by an intermediary's decision may appeal to the central Grievance Appellate Committee via the official portal at gac.gov.in within 30 days of the decision.
Data Protection Board of India: In matters involving personal data violations under the Digital Personal Data Protection Act, 2023, data principals may approach the Data Protection Board of India.
Consumer Protection Redressal: In accordance with the Consumer Protection Act, 2019, consumers may also access the National Consumer Helpline or the District Consumer Disputes Redressal Commission in Mumbai, Maharashtra.
Document Version History
Statutory notice published pursuant to IT Rules 2011 and DPDP Act 2023 detailing Grievance Officer contacts and escalation timelines.
Grievance Redressal & Statutory Contact
In accordance with the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023, the contact details of the Grievance Officer are published below:
Designation: Grievance & Data Protection Officer
Email: care@glamourly.in
Address: Glamourly Grievance Cell, Mumbai, Maharashtra 400050, India
Response Timeline: Within 24 to 48 business hours acknowledgement; resolution within 15 calendar days