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Legal

Grievance redressal

Effective 31 October 2026 · Applies to Credible Arena (OPC) Private Limited

In plain words

If something has gone wrong and normal support has not fixed it, this is the escalation route. We acknowledge every complaint within 24 hours and resolve within 15 days, as the Information Technology Rules, 2021 require — well inside the 48 hours and one month the Consumer Protection (E-Commerce) Rules, 2020 allow. The Grievance Officer and the Nodal Officer for payment disputes are named people with a designation, a direct email and a phone number, not shared inboxes.

01Try support first

Most issues are resolved faster by the team that can actually see your campaign. Email support@influj.com or raise it on the campaign itself. Use this page if support has not resolved it, or if the complaint is about us rather than about a counterparty.

02The Grievance Officer

Appointed under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, and acting as the contact for data-protection complaints under the Digital Personal Data Protection Act, 2023.

Name[Named officer — to be published before launch]
Designation[Officer's designation — to be published before launch]
Emailgrievance@influj.com
Postal address[Registered address — to be published before launch]
Phone[Officer telephone number — to be published before launch]
HoursMonday to Friday, 10:00–19:00 IST

If you use Influj from outside India, you may use the same contact for privacy requests under your local law, including the GDPR and UK GDPR. If you are in the EU or the United Kingdom, you may also contact your local supervisory authority.

03The Nodal Officer for payments

A complaint about the money itself that support has not settled — a payment that did not reach your account, a payout that is stuck, a failed or double charge that has not been reversed — goes to the Nodal Officer, the role the Reserve Bank of India’s directions for payment aggregators expect every merchant to name. It may be the same person as the Grievance Officer; either way the role is named rather than left to a generic inbox.

Name[Named nodal officer — to be published before launch]
Designation[Nodal officer's designation — to be published before launch]
Emailnodal@influj.com
Phone[Officer telephone number — to be published before launch]

Tell us the amount, the date and the payment reference shown in your account. We will tell you where the money actually is — including when it is sitting with a bank or with the payment aggregator rather than with us, which is the answer more often than people expect. If we have not resolved a payment complaint within 30 days you can take it to your payment provider’s own grievance channel and then to the RBI Ombudsman for Digital Transactions.

04What to include

The more of this you give us, the faster it moves:

  • Your name and the email address on your Influj account.
  • The campaign, deliverable or transaction reference, if there is one.
  • What happened, and what you would like us to do about it.
  • Anything you have already tried, and what support told you.

05What happens, and by when

Acknowledgement — within 24 hoursYou get a ticket reference in writing. The IT Rules, 2021 set 24 hours and the Consumer Protection (E-Commerce) Rules, 2020 allow 48; we hold ourselves to the shorter one.
InvestigationWe read the record: messages, drafts, delivery evidence, metrics and money movements. We may ask you or the other party for more.
Resolution — within 15 daysA decision in writing, with reasons. The IT Rules, 2021 set 15 days and the Consumer Protection (E-Commerce) Rules, 2020 set one month; we work to 15 days. If a complaint genuinely needs longer we will tell you before day 15 why, and when to expect an answer — and never later than one month from the complaint.
Unlawful content — within 36 hoursWhere a complaint concerns content that must be removed under Rule 3(1)(d), we act within 36 hours of a valid order or notice.
Non-consensual or impersonating imagery — within 24 hoursComplaints under Rule 3(2)(b) are acted on within 24 hours of receipt.

06If you are still not satisfied

Nothing here limits your rights. You can also go to:

  • The Data Protection Board of India — for complaints about how your personal data was handled, once you have raised it with us first.
  • The National Consumer Helpline / consumer commissions — under the Consumer Protection Act, 2019 (helpline 1915, consumerhelpline.gov.in).
  • Your payment provider’s grievance channel, and the RBI Ombudsman — for a payment that failed or did not arrive, if we have not resolved it within 30 days.
  • The Advertising Standards Council of India — for a complaint about an advertisement itself, including undisclosed sponsorship.

07Complaints about another user

If a brand or creator on Influj has breached the acceptable use policy — fake metrics, undisclosed advertising, harassment, non-delivery — report it here. We investigate against the record we already hold, and the outcomes available to us include warnings, campaign reversal, withheld payment, and closing the account.

Questions about this document? Write to legal@influj.com.