NIRVYN public document
Grievance Redressal Policy
This policy explains how users, former users, authorized representatives, and eligible guardians can submit grievances and how NIRVYN reviews complaints.
1. Purpose And Scope
NIRVYN aims to handle grievances fairly, promptly, and in accordance with applicable law. This policy applies to complaints about accounts, privacy, personal information, Community Guidelines, safety, harassment, Dating, Random Chat, user-generated content, intellectual property, suspensions, terminations, payment issues, technical issues affecting user rights, and other platform matters.
2. Who May Submit
A grievance may be submitted by a registered user, former user, prospective user affected by the platform, parent or legal guardian acting where permitted by law, or a person legally authorized to act on behalf of another individual.
3. How To Submit
Grievances may be submitted by email to grievance@nirvyn.app. Where available, users may also use in-app Help, Report a Problem, reporting flows, or the official NIRVYN website.
4. Information To Include
Please include the name or display name, registered email or mobile number, username, description of the grievance, date and time of the incident, screenshots or supporting documents if available, links to relevant content, and any other information that may help investigation.
5. Complaint Categories
Grievances may involve account access, recovery, unauthorized access, suspension, termination, verification, privacy requests, deletion, safety, harassment, threats, abuse, stalking, impersonation, scams, fraud, child safety, content violations, intellectual property, spam, coins, premium features, subscriptions, billing, payment failures, or refunds.
6. Acknowledgement And Review
NIRVYN will acknowledge grievances within a reasonable period. Each grievance is reviewed using the information provided, available platform records, applicable policies, safety considerations, and applicable law. NIRVYN may request additional information where needed.
7. Investigation And Decision
Where appropriate, NIRVYN may review content, account activity, reports, technical logs, evidence, and internal information. NIRVYN may close the grievance, provide clarification, remove or restore content, restrict features, suspend or reinstate accounts, request more information, or take other policy-consistent action.
8. Appeals
If you disagree with an eligible grievance decision, you may submit an appeal with reference to the original grievance, reasons for reconsideration, and supporting information. An appeal does not guarantee that the original decision will change.
9. False Or Abusive Complaints
Users should submit complaints honestly and in good faith. Knowingly false, fraudulent, malicious, repeated abusive, or harassment-focused complaints may result in action under the Terms of Service and Community Guidelines.
10. Confidentiality And Contacts
Grievance information is handled according to the Privacy Policy and applicable law. It may be disclosed where necessary to investigate complaints, protect users, comply with law, or enforce policies. Grievance Officer: NIRVYN, grievance@nirvyn.app. Support: support@nirvyn.app. Privacy: privacy@nirvyn.app. Child safety: childsafety@nirvyn.app. Security: security@nirvyn.app. Abuse: abuse@nirvyn.app. Legal: legal@nirvyn.app.
11. Support
For general support issues that are not formal grievances, contact support@nirvyn.app or use Help & Support inside the app.