Introduction
Who Can Submit a Grievance
Issues That Can Be Reported
How to Submit a Grievance
Complaint Review Process
Indicative Timelines
Possible Actions
Ownership and Verification Disputes
False or Malicious Complaints
Privacy of Complaints
Appeals
Grievance Officer
Changes to this Policy

1. Introduction

At Libraryinseconds ("Platform", "we", "our", or "us"), operated by Zenrio Technologies, we are committed to maintaining a trustworthy, accurate, and safe platform for all users.

This Grievance Redressal Policy explains how users, library owners, and third parties can report issues relating to content, listings, accounts, or the Platform, and how we handle such reports.

This Policy should be read together with our Terms of Use, Privacy Policy, Community Guidelines, and Copyright & Intellectual Property Complaint Policy.

2. Who Can Submit a Grievance

A grievance may be submitted by:

any visitor to the Platform;
registered users;
library owners;
authorized library staff;
copyright or intellectual property owners;
any person directly affected by content published on the Platform.

3. Issues That Can Be Reported

You may submit a grievance regarding, but not limited to:

Library Listings

Fake library listing
Duplicate library listing
Incorrect address
Incorrect contact information
Incorrect facilities
Incorrect operating hours
Permanently closed library
Misleading or false information

Ownership Issues

Unauthorized ownership claim
Impersonation of a library owner
Fraudulent ownership verification
Unauthorized account access

Content Issues

Copyright infringement
Trademark infringement
Unauthorized photographs
Misleading descriptions
Offensive content
Defamatory content
Spam

Community Issues

Fake reviews
Review manipulation
Harassment
Abusive behaviour
Hate speech
Threatening content

Privacy Issues

Personal information published without authorization
Privacy concerns
Data correction requests
Data deletion requests (where applicable)

Technical Issues

Security vulnerabilities
Bugs affecting user accounts
Broken features
Other Platform-related concerns

4. How to Submit a Grievance

You may submit a grievance through any of the following channels:

Report buttons available on the Platform (where available)
Contact forms
Support email
Legal email (where applicable)
Copyright email (for intellectual property matters)

Please include as much information as possible, including:

your full name;
your email address;
contact number (optional but recommended);
URL of the affected page or listing;
description of the issue;
screenshots or supporting documents (if available);
any additional information that may assist our investigation.

Incomplete complaints may require additional information before they can be investigated.

5. Complaint Review Process

After receiving a grievance, we may:

acknowledge receipt of the complaint;
review the information provided;
request additional information or supporting evidence;
temporarily restrict or hide the reported content where reasonably necessary;
contact affected users or library owners;
conduct an internal review;
take appropriate action based on the available information.

Our objective is to resolve grievances fairly, reasonably, and in accordance with applicable law and our Platform policies.

6. Indicative Timelines

We generally aim to:

acknowledge receipt of a grievance within 24 hours, and dispose of the grievance within 15 days of receipt, in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
for grievances relating to content that exposes a person's private area, depicts full or partial nudity or a sexual act, or impersonates a person through morphed images, remove or disable access to such content within 72 hours of receiving the grievance, in accordance with Rule 3(2)(b) of the same Rules;
begin reviewing the complaint promptly after receiving sufficient information;
communicate our decision or request further information as soon as reasonably practicable.

The acknowledgment, disposal, and 72-hour timelines above are statutory minimums that apply regardless of complexity. Additional time may be required for other matters, such as ownership and verification disputes, which are addressed in Section 8.

7. Possible Actions

Following our review, we may take one or more of the following actions:

correct inaccurate information;
update library details;
remove duplicate listings;
temporarily hide content;
permanently remove content;
reject the complaint where insufficient evidence is provided;
suspend or terminate user accounts;
revoke library ownership;
request additional verification;
issue warnings;
refer matters to law enforcement or other authorities where required by applicable law.

The action taken will depend on the nature, seriousness, and evidence relating to the complaint.

8. Ownership and Verification Disputes

Where multiple parties claim ownership of the same library, the Platform may:

request additional verification documents;
contact the parties involved;
temporarily suspend ownership access;
conduct manual verification;
determine ownership based on the available evidence.

Our decision will be made in good faith based on the information available at the time.

9. False or Malicious Complaints

We encourage users to report issues responsibly.

Knowingly submitting:

false complaints;
fraudulent reports;
abusive reports;
repetitive malicious complaints; or
misleading information

may result in:

rejection of the complaint;
suspension of reporting privileges;
account suspension;
other action permitted under our Terms of Use or applicable law.

10. Privacy of Complaints

Information submitted as part of a grievance will be processed in accordance with our Privacy Policy.

We may share relevant information only where reasonably necessary to:

investigate the complaint;
communicate with affected parties;
comply with applicable law;
protect the rights, safety, or security of users or the Platform.

11. Appeals

If you believe a grievance has not been handled appropriately, you may submit additional information or request a further review by contacting us through the channels listed below.

Submitting an appeal does not guarantee that the original decision will be changed.

If your grievance relates to the processing of your personal data and you remain dissatisfied after we have addressed it, you may file a complaint with the Data Protection Board of India in accordance with applicable law, as described in our Privacy Policy.

12. Grievance Officer

The Platform has designated a Grievance Officer to receive and coordinate the resolution of grievances.

Company Name: Zenrio Technologies

Email: team@libraryinseconds.com

Support Email: info@zenriotech.com

Website: <www.libraryinseconds.com>

Grievance Officer: Ankit Kushwaha, Co-Founder

Grievance Email: ankit.kushwaha@zenriotech.com

13. Changes to this Policy

We may update this Grievance Redressal Policy from time to time to reflect:

changes in applicable law;
Platform features;
operational improvements;
internal processes.

The latest version will always be available on the Platform.

Last Updated: Aug 2026

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