Grievance Redressal Mechanism

Effective date: 15 June 2026  ·  Last updated: 6 July 2026  ·  Applicable law: IT Rules 2021, Consumer Protection (E-Commerce) Rules 2020 & DPDP Act 2023

XpertWorker is committed to resolving every complaint fairly and quickly. This page explains how to raise a grievance, who handles it, how long we take, and how to escalate if you are not satisfied. It is published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

1. What You Can Raise a Grievance About

You may contact us about any of the following. Please note our role as an intermediary (see our Terms of Service) shapes what we can do about each type:

• Platform issues — bugs, incorrect information, account access, notifications, or wallet/lead-fee queries (Professionals).
• Conduct of a Professional — no-show, rude or unsafe behaviour, misrepresentation, or suspected fraud. We can warn, suspend, or remove a Professional's account.
• Reviews and content — a review or listing you believe is false, defamatory, obscene, infringing, or otherwise unlawful, and requests to take it down.
• Data protection — access, correction, or erasure of your personal data, or withdrawal of consent (see our Privacy Policy).
• Service quality disputes — concerns about work performed by a Professional. As a marketplace we are not the service provider and cannot compensate for the work, but we will facilitate and act on conduct (see our Refund & Cancellation Policy).

2. How to File a Grievance

The fastest way to reach us is by email. To help us resolve your complaint on the first response, please include:

1. Your registered mobile number;
2. The booking reference / lead ID (if applicable);
3. The name of the Professional involved (if applicable);
4. A clear description of the issue and the outcome you are seeking;
5. Any supporting evidence (photos, screenshots, messages).

3. Our Response Timelines

We follow the strictest timelines applicable to us under Indian law:

For requests to remove content that is unlawful on its face (for example, non-consensual imagery), we act as expeditiously as possible and in any case within the timelines mandated by law.

4. How a Complaint Moves Through Us

1. 1You submitSend your complaint by email with the details listed in Section 2.
2. 2We acknowledge (within 24 hours)You receive a ticket reference confirming we have your complaint.
3. 3We reviewThe Grievance Officer examines the facts and may contact you or the Professional for more information.
4. 4We act & resolve (within 15 working days)We take appropriate action — a fix, a decision on content, an account action against a Professional, or a data-rights response — and communicate the outcome to you.
5. 5You may escalateIf you are not satisfied, you can escalate to the authorities listed in Section 6.

5. Our Officers

As required under the IT Rules 2021 and the Consumer Protection (E-Commerce) Rules 2020, we have designated the following India-resident officers:

Both officers are residents of India. Their names and contact details are published on this page in accordance with Rule 3(2) of the IT Rules 2021 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules 2020.

6. Escalation — If You Are Not Satisfied

6.1 Data-protection complaints

If your complaint relates to how we handle your personal data and you are dissatisfied with our response, you may escalate to the Data Protection Board of India once constituted under the Digital Personal Data Protection Act, 2023.

6.2 Consumer complaints

Your rights against a Professional are protected under the Consumer Protection Act, 2019. You may:

• Lodge a complaint on the National Consumer Helpline (dial 1915) or the INGRAM portal at consumerhelpline.gov.in;
• File a complaint with the appropriate Consumer Disputes Redressal Commission (District, State, or National, depending on the claim value).

6.3 Content & intermediary complaints

For grievances about content decisions under the IT Rules 2021 that remain unresolved, you may approach the Grievance Appellate Committee constituted by the Central Government, or a court of competent jurisdiction.

7. Good-Faith & Abuse

We take every genuine complaint seriously. We may decline to act on complaints that are frivolous, vexatious, made in bad faith, or intended to harass another User or our staff. Deliberately false complaints may lead to account action.

8. Contact Summary

Also read: Terms of Service  ·  Privacy Policy  ·  Refund & Cancellation Policy