Legal · Grievances
Grievance Redressal
How to raise a complaint with iGurus, who reviews it, and the timelines we commit to.
How to Raise a Complaint
There are two ways to tell us something is wrong — pick whichever fits what you're reporting.
- In-app Report
- For a specific piece of content — a Short, a Klip comment, a Forum post — use the Report button where that content appears. Pick the category that best describes the problem and, optionally, add a short note. This routes directly to our moderation queue and is the fastest way to get harmful or infringing content actioned.
- Grievance email
- For anything the in-app Report doesn't cover — account issues, policy disputes, data protection concerns, or a complaint about how a previous report was handled — email our Grievance Officer directly at legal@igurus.org. Please include your account email, a description of the issue, and any relevant links or screenshots.
Copyright or intellectual-property complaints follow a dedicated process — see our Intellectual Property Policy for what to include and where to send it.
Grievance Officer
The person designated to receive and act on grievances under applicable law.
- Name
- Grievance Officer, iGurus
- legal@igurus.org
- Phone
- Contact us via email
- Postal address
- Provided on request via email
The details above are placeholders pending sign-off — see config/legal.php. This page must not go live with these values unreplaced.
Acknowledgment
We acknowledge receipt of every grievance within 24 hours of submission. Acknowledgment confirms we've received your complaint and that it's been assigned for review — it is not itself a resolution.
Resolution
We aim to resolve grievances within 15 days of the original submission. Some matters — particularly those requiring legal review or third-party input — may take longer; if that happens, we'll tell you why and give you an updated timeline rather than let the clock run silently.
Escalation
If you're not satisfied with how your grievance was handled, or you haven't heard back within the timelines above, you can escalate by replying to the same email thread and asking for escalation, or by writing directly to the Grievance Officer's postal address listed above. We'll treat an escalation as a priority review, separate from the original handling.
Something not right?
Use the in-app Report button for specific content, or email us directly for anything else.
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