Grievance Redressal

1. Intermediary Compliance

Aphelion Pvt. Ltd. operates Maleu as an intermediary under Section 2(1)(w) of the Information Technology Act, 2000. In accordance with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"), we publish this Grievance Redressal mechanism to address user issues, content complaints, and compliance escalations.

2. Designated Grievance Officer

In full compliance with Rule 3(2) of the IT Rules 2021, Aphelion Pvt. Ltd. has designated a named Grievance Officer. You may contact them directly for all formal complaints, content take-downs, or compliance escalations:

All formal complaints should be submitted via email with the subject line "Formal Grievance - IT Rules 2021" to ensure rapid routing.

3. How to Submit a Grievance

To ensure we can resolve your complaint quickly and efficiently, please include the following details in your grievance email:

• Your full legal name and verified contact details (phone and email).
• Your Maleu username (if you have an active account).
• Clear description of the post, profile, or message conversation you are complaining about, including exact URL links or screenshots.
• Details of the specific rule or statute you believe has been violated (e.g., hate speech, NCII, copyright).
• A declaration stating that the information provided in your complaint is true and accurate.

4. Timeline & Resolution SLAs

Our compliance team operates under the following strict statutory timelines:

• Acknowledgement: All formal grievances will be acknowledged within 24 hours of email receipt.
• Resolution: We will investigate and resolve standard grievances within 15 working days from the receipt date.
• Emergency Takedowns (Within 24 Hours): In accordance with Rule 3(2)(b) of the IT Rules 2021, any complaint relating to NCII, nudity, or graphic sexual depictions of a person will be removed or disabled within 24 hours of receiving the complaint.

5. Appeals Portal

If your account was banned or content removed and you wish to challenge the moderator's decision, you may submit a formal appeal. Appeals are handled **exclusively via email** at fuy.aphelion@gmail.com. Please submit appeals within 30 days of the action; decisions made on appeal are final.