Shikayat Nivaran PolicyShikayat Nivaran Policy

In simple words

• If something about FitOS is wrong or unfair, tell our Grievance Officer.
• You can complain about your Personal Data, Content, your Account, billing, or ads.
• Write by email, WhatsApp, or use the forms on our Website.
• We confirm we received your complaint within 48 hours.
• We aim to resolve it within 30 days, and sooner where the law requires.
• If you are not satisfied, you can approach the Data Protection Board of India or a consumer commission, where applicable.
• Using this process does not take away any of your legal rights.

1. Who this policy is for

1.1 This policy applies to anyone who uses FitOS: Gym Owners, Trainers, Members, Website visitors, blog authors, advertisers, newsletter subscribers and people who contact us. "FitOS", "we", "us" and "our" mean ApexGrid, a sole proprietorship, operating FitOS (an ApexGrid product) from Sikar, Rajasthan, India. Other capitalised words have the meaning given in our Terms of Service and Privacy Policy.

1.2 Most problems are solved faster by our normal support team at support@fitosapp.in (see our Support Policy). Use this grievance process when support has not solved your issue, or when the issue is serious, such as misuse of Personal Data or a harmful post.

2. Grievance Officer

2.1 Our Grievance Officer is:

2.2 The Grievance Officer also handles questions about your rights over your Personal Data.

3. What you can raise

3.1 You can raise a grievance about:

• Personal Data: how we collect, use, share, correct or delete your Personal Data, or a suspected data leak;
• Content: a blog post, comment, image or ad on the Website or App that you believe is unlawful, harmful, misleading or infringes your rights;
• Account: suspension, restriction, access problems, or someone using your Account;
• Billing: FitOS subscription charges, UTR verification, receipts or refunds (see our Refund Policy);
• Ads: an ad that is misleading, offensive, or not clearly marked as "Ad" or "Sponsored" (see our Advertiser Terms);
• anything else about how FitOS treats you.

3.2 Disputes with your gym. FitOS is software used by gyms. We do not run the gyms. Fees, refunds, trainer conduct and gym facilities are between you and your gym. We can help with records kept in FitOS, and we will act if a gym misuses FitOS against our Acceptable Use Policy, but we cannot decide the gym's business disputes.

3.3 Member and Trainer data. For data your gym keeps about you, the Gym Owner decides how it is used. We will pass your grievance to the gym, help it respond, and act ourselves where the issue is with FitOS.

4. How to file a grievance

4.1 You can file a grievance by:

• Email: support@fitosapp.in with the subject "Grievance";
• WhatsApp: +91 95093 94469 (send a message; we will reply by email or WhatsApp);
• Forms on our Website: the contact form, or the account deletion form for deletion requests;
• Post: to the address in section 2.

4.2 Complaints are free. You can write in English or Hindi.

5. What to include

5.1 Please include:

• your name and the email or phone number registered with FitOS (if you have an Account);
• who you are (Gym Owner, Trainer, Member, blog author, advertiser, visitor);
• the gym name, if your complaint is about a gym's records;
• what happened, when, and what you want us to do;
• links, screenshots, UTR numbers or other details that help us understand the issue.

5.2 Please do not send ID proof, passwords, OTPs, or health or medical information. We do not need them.

5.3 We may ask for more information or check that the complaint really comes from the person it is about, especially if it involves Personal Data or Account access.

6. What happens next

6.1 Acknowledgement. We acknowledge your grievance within 48 hours and give you a reference number.

6.2 Resolution. We aim to resolve your grievance within 30 days of receiving it. Where a law sets a shorter time for a particular type of complaint, we follow the shorter time.

6.3 Urgent content. If you report Content that shows a person in a sexual or intimate way without consent, impersonates someone, or exposes someone's private information, mark your message "Urgent". We will act on it as a priority, and where required, remove or disable access to it as quickly as the law requires.

6.4 Updates. If we need more time, we tell you why and when you can expect an answer.

6.5 Outcome. We tell you our decision and the reasons in writing. If we take no action, we explain why.

7. Copyright and content complaints

7.1 Complaints that your copyright or trade mark has been used without permission are handled under our Copyright and Content Takedown Procedure. Complaints about blog posts are also handled with our Blog Guidelines.

7.2 If we remove or restrict Content after a complaint, we tell the author where we can, and the author may respond through this grievance process.

8. If you are not satisfied

8.1 If you are not satisfied with our decision, or we do not respond in time, you may:

• for complaints about Personal Data, approach the Data Protection Board of India, as the provisions of the Digital Personal Data Protection Act, 2023 apply. You may first need to complete our grievance process before approaching the Board;
• for consumer complaints, approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019;
• use any other remedy available to you under Indian law.

8.2 Nothing in this policy limits your legal rights or stops you from approaching a court or authority.

9. Record keeping

9.1 We keep a record of each grievance: the date received, the issue, what we did, and the outcome. We keep these records for 2 years after the grievance is closed, or longer if a legal dispute or legal requirement needs it. Details are in our Account Deletion and Data Retention Policy.

9.2 Access to grievance records is limited to the people who handle them. We use them only to resolve complaints, improve FitOS and meet legal duties.

10. Changes to this policy

10.1 We may update this policy, for example if the law changes or if we appoint a different Grievance Officer. The latest version is always on this page. Related documents: Privacy Policy, Security, Legal hub.