Grievance redressal

One named person, resident in India, as 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 both require.

You do not need a lawyer, a format or a fee. An email describing what happened is enough.

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

• Your name and a number or address we can reply to.
• The listing reference, invoice number or page address the complaint is about.
• What happened, and what you would like us to do.
• Anything that supports it — a screenshot, an email, a document.
• If you are complaining on someone else's behalf, how you are authorised to.

If a complaint concerns material you say is unlawful, tell us which law and why. We cannot act on an assertion alone.

The 15-day limit is the one in rule 3(2)(a). Where the complaint concerns personal data, section 13 of the Digital Personal Data Protection Act, 2023 applies and we answer within 30 days at the outside — in practice within the same 15.

We keep the ticket, what we did and why, so there is a record if you take it further.

These are the most common, and the quickest to fix.

• The property is not available, or was never available.
• The price, area or specification is wrong.
• The photographs are of somewhere else, or are yours and were used without permission.
• The lister is not the owner and has no mandate.
• A registration number quoted in the listing is not genuine.

Where we cannot stand behind a listing, we unpublish it while we look into it. That is not a finding against the lister — it is what we do when we are not sure, because leaving it up is the greater risk.

What we do and do not check before publishing is set out in the listing disclaimer.

Access, correction, erasure, withdrawing consent — write to info@edulease.in, or use the controls in your account. The privacy policy sets out each right in full.

Section 13 of the DPDP Act requires you to exhaust this route before approaching the Data Protection Board of India. If we have not answered you, say so in your complaint to them and give the ticket number.

If your photographs, plans or copy have been published here without permission, write to the officer above with:

• Proof that you own the work, or authority to act for the owner.
• Where the original was published.
• The exact page and image on this site.
• A statement that the use is not authorised by you, the owner or the law.

We act on a complete notice within 36 hours and tell whoever posted the material, so they can respond. A counter-notice that is credible may see the material restored after 21 days unless you have gone to court in the meantime — rule 75 of the Copyright Rules, 2013.

You are not confined to us, and using this route does not cost you any other remedy.

For anything about a payment, please read the payments policy first — most of what looks like a dispute is a timing question with a clear answer.

Give us accurate details, and do not raise the same complaint through several channels at once — it slows everything down and makes the record harder to follow.

Section 15 of the DPDP Act makes a false or frivolous grievance an offence. We mention it because the Act requires us to, not because we expect it.

Abuse of the officer handling your complaint is the one thing that will get a channel closed. Disagreement is fine; we would rather hear it.