Grievance and appeals

What to include

Use the subject Yupzap grievance and describe the issue and outcome you are requesting. You do not need to identify a legal provision to raise a concern. A person reporting on behalf of someone else should explain that relationship.

• Your contact email and the username or account identifier relevant to the complaint.
• The content link or identifier, relevant date and a concise description of what happened.
• A prior support reference or enforcement notice, if there is one, and why you disagree with the decision.
• Any urgent risk, including child safety, impersonation or non-consensual intimate content. Do not attach suspected child abuse material or disclose passwords or sign-in codes.

Review and response

The Grievance Officer receives complaints, may request relevant clarification, reviews the issue and communicates the decision where permitted. A report can lead to protective action while further review takes place. A complaint alone is not proof that the reported person violated a rule.

For complaints covered by India’s intermediary grievance rules, acknowledgement is required within 24 hours and resolution within seven days. Specified removal complaints have a 36-hour deadline. Complaints within Rule 3(2)(b), concerning intimate depictions or electronic impersonation of an individual, require reasonable and practicable removal or disabling measures within two hours. The applicable legal category and current law govern; these are not interchangeable deadlines for every request.

A legal prohibition, safety risk or another person’s privacy may limit the detail that can be disclosed. Requests for clarification do not remove an applicable legal deadline. No outcome or restoration is guaranteed solely because a report has been submitted.

Challenge a decision

Reply with your complaint reference and the reason you seek reconsideration. For an account restriction, you may also use Account status where available. Provide useful context without repeatedly resubmitting identical reports or evading the restriction.

Where the Indian Grievance Appellate Committee process applies, a person dissatisfied with the Grievance Officer’s decision can seek the statutory appeal within the prescribed period, generally 30 days from receiving that decision. Applicable remedies for a complaint not resolved within the required period remain available. Consult the official process for eligibility and filing requirements.

Internal review does not waive your right to approach a competent court, consumer forum, regulator or other statutory authority. A binding order or lawful preservation requirement may affect what the service can do.

Other contact routes

For routine account help, contact [email protected]. Copyright notices can be sent to [email protected]. You may bring an unresolved concern to the Grievance Officer. For an immediate threat to a child or another person, contact police or emergency services without waiting for a platform response.

Keep useful evidence without spreading harm

Record the relevant account or content identifier, date, time and decision reference. Describe what happened and the remedy sought. Preserve receipts or notices already lawfully in your possession, while redacting unrelated personal details.

Do not forward illegal sexual material involving a child, publish someone’s private details or access an account without permission to collect evidence. Report identifiers and circumstances through the appropriate channel. A preservation request does not guarantee that information exists or can be recovered.

Requests from authorities and formal legal notices

Authorities and authorised legal representatives should identify themselves, their official contact details, legal authority, relevant jurisdiction, specific identifiers, date range and scope of the request. Send a formal notice to the grievance contact or the listed correspondence address. Do not include credentials or encryption secrets.

An informal assertion of authority does not permit unlimited access. Requests require authentication and assessment of applicable law; clarification may be needed. Disclosure is limited to information available and lawfully required or otherwise justified. This is not a promise that Yupzap can decrypt protected communications, recover deleted data or identify the first sender of forwarded content.

Do not use this email channel in place of emergency services where someone is in immediate danger. A private request for preservation or an ordinary complaint does not automatically have the effect of a binding legal order.

Corrections, withdrawals and related complaints

When sending additional evidence, correcting an error or withdrawing a complaint, refer to the original content and case reference if one was supplied. Explain what changed. A withdrawal may not end an independent legal obligation, safety investigation or restriction required by an authority.

A reply may omit another person’s private information, security-sensitive details or information restricted by law. This does not prevent you from challenging the reasoning or seeking a remedy through a competent authority. Deliberately false reports and threats against a reporter or reviewer are prohibited; a good-faith mistake or unsuccessful appeal is not automatically abuse.