Grievance Redressal Policy

Last Updated: October 2025

Mahadev Book values accountability, transparency, and trust.
This Grievance Redressal Policy outlines the structured process for receiving, addressing, and resolving complaints, concerns, or feedback from users of mahadevbookks.com.
We are committed to ensuring that all users have access to a clear, fair, and responsive redressal mechanism.

1. Objective

The purpose of this policy is to provide an effective system to resolve user grievances promptly while maintaining compliance with applicable digital, data, and consumer-protection laws.
Our approach emphasizes respect, professionalism, and timely action.

2. Scope of the Policy

This policy applies to all complaints and issues raised by users, readers, content contributors, or any individual interacting with mahadevbookks.com.
It covers grievances related to:

• Accuracy or reliability of published content;
• Privacy or data-protection concerns;
• Misuse or unauthorized use of copyrighted material;
• Community guideline or ethical breaches;
• Technical problems impacting accessibility;
• Any violation of legal or compliance commitments stated on this website.

3. Principles of Grievance Handling

Mahadev Book follows the following principles in all grievance processes:

• Fairness: All complaints are handled impartially.
• Transparency: The process and outcomes are documented and communicated clearly.
• Confidentiality: User information is kept secure and disclosed only when legally required.
• Timeliness: Every grievance is acknowledged and resolved within a reasonable period.
• Accessibility: The grievance process is open to everyone interacting with the platform.

4. Designated Grievance Officer

In accordance with applicable laws, Mahadev Digital Solutions LLC has appointed a Grievance Officer to oversee the redressal process.
The officer ensures that each complaint is reviewed and resolved in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

5. Contacting the Grievance Officer

To raise a concern or complaint, please submit your issue using the contact form on the Contact page.
All grievances should include the following details:

• Your full name and valid email address;
• Specific URL or title of the page/content in question;
• A clear description of the issue or grievance;
• Supporting evidence or references, if applicable;
• A declaration that all information shared is accurate and made in good faith.

Complaints without sufficient details may not be processed until the necessary information is provided.

6. Grievance Redressal Process

Once a grievance is submitted, the following procedure is followed:

1. Acknowledgement: The grievance is acknowledged via email within 48 hours.
2. Review: The issue is reviewed by the Grievance Officer in collaboration with relevant departments (e.g., editorial, technical, or legal).
3. Investigation: If required, internal assessments are conducted to verify claims or technical errors.
4. Resolution: Appropriate corrective action is taken, which may include content modification, removal, or clarification.
5. Communication: The user is notified about the outcome within a maximum of 15 working days from acknowledgment.

7. Escalation Mechanism

If a user is not satisfied with the resolution provided, the complaint can be escalated for an independent review by the senior compliance panel of Mahadev Digital Solutions LLC.
All escalations must include the original grievance ID and detailed reasoning for reconsideration.

8. False or Malicious Complaints

Mahadev Book encourages genuine complaints made in good faith.
However, filing false, misleading, or malicious complaints may lead to rejection and appropriate action under applicable law.
We reserve the right to deny repeated complaints that are found baseless or intended to disrupt operations.

9. Data Protection During Grievance Handling

All information provided during the grievance process is processed in compliance with our Privacy Policy and Data Protection Policy.
Personal details are used exclusively for addressing the complaint and are not shared without consent unless required by law.

10. Grievance Categories

We classify grievances into the following categories for efficiency:

• Editorial: Issues regarding factual errors, misreporting, or misrepresentation.
• Technical: Site downtime, access difficulties, or functionality issues.
• Compliance: Violations of legal or regulatory standards.
• Privacy: Concerns related to cookies, data handling, or user consent.
• Community: Comments or user-generated content that violates our Community Guidelines.

11. Record Maintenance

All grievances, actions taken, and outcomes are recorded for audit purposes.
Periodic reviews are conducted to identify recurring issues and implement systemic improvements.
Summary statistics may be included in our annual Transparency Report.

12. Legal and Ethical Framework

This policy aligns with relevant Indian IT laws, including the Information Technology Act, 2000, and its subsequent amendments.
Mahadev Book also adheres to ethical frameworks defined under global best practices for online publishers, ensuring user rights and fair treatment at all times.

13. Timelines and Review

Typical resolution time: within 15 working days of acknowledgment.
Complex matters requiring additional verification may take longer, but users are kept informed throughout the process.
The policy is reviewed annually or whenever legal changes occur.

14. Closing Statement

Mahadev Book is committed to ensuring that every user voice is heard and valued.
We treat grievances not as complaints, but as opportunities to improve our services and strengthen user trust.

© 2025 Mahadev Book. All Rights Reserved.