Grievance Redressal Policy
Last updated: 6 August 2026
This policy is published under 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. Grievance Officer
Name: Abhimanyu Kapoor Saraya
Designation: Proprietor and Grievance Officer, Kapsar (MEHMBR)
Email: support@mehmbr.com
2. Before you complain to us
If your complaint is about a class, a studio, a payment or a refund, raise it with the studio first. Your contract for the class is with them, they took your payment, and they can usually fix it faster.
If they do not respond, or you are not satisfied, come to us.
3. What to include
- Your name and the email address on your account
- What happened, and when
- The studio and class involved, if relevant
- What you want done
- Screenshots, if they help
Incomplete complaints take longer, because we have to come back and ask.
4. Timelines
| Type of complaint | We acknowledge | We resolve |
|---|---|---|
| Content, or unlawful information (IT Rules 2021) | 24 hours | 15 days |
| Non-consensual intimate imagery (IT Rules 2021) | Immediately | 24 hours |
| Consumer complaints (CP E-Commerce Rules 2020) | 48 hours | 1 month |
| Personal data (DPDP Act 2023) | — | 30 days |
Timelines run from when we receive a complete complaint.
5. How we handle it
1. Acknowledge — we confirm receipt and give you a reference 2. Investigate — we look at our records and, where relevant, ask the studio to respond 3. Decide — we tell you our conclusion and what we are doing about it 4. Close — we record the outcome
Where a complaint concerns a studio, we will share the substance of it with them so they can answer. We will not share more of your personal information than that requires.
6. What we can and cannot do
We can: remove content that breaches our guidelines; restrict or terminate accounts; correct errors in credit or membership balances caused by a Platform fault; give you a studio's contact details and a record of your transactions; raise the matter with a studio directly.
We cannot: refund money, because MEHMBR never receives it. Consumers pay studios directly. We cannot compel a studio to refund you, deliver a class, or stay on the Platform.
7. If you are not satisfied
You may escalate to:
For consumer complaints — the National Consumer Helpline (1915 or consumerhelpline.gov.in), or a District, State or National Consumer Disputes Redressal Commission with jurisdiction over your place of residence, under the Consumer Protection Act, 2019.
For personal data complaints — the Data Protection Board of India, under the Digital Personal Data Protection Act, 2023, after first raising it with us.
For content complaints under the IT Rules — the Grievance Appellate Committee, at gac.gov.in, within 30 days of our decision.
Nothing in this policy limits your rights under any of the above.
8. Records
We keep grievance records for 3 years, to meet our obligations and to identify recurring problems.
9. Contact
Email: support@mehmbr.com