idliduGrievance Officer
Published under Rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and under the Consumer Protection (E-Commerce) Rules, 2020.
1. Officer details
- Name
- Manish Jagdish Thatte
- Designation
- Grievance Officer (sole director of the operating company)
- Company
- Saptarang Ventures (OPC) Pvt. Ltd., CIN
U43900MH2023OPC413456 - Address
- C-102, Acropolis Apartments, Thatte Nagar, Gangapur Road, Nashik – 422005, Maharashtra, India
- [email protected]
Write “Grievance” in the subject line so the complaint is routed on the statutory clock below rather than treated as ordinary support mail. That address is the only published contact channel — there is no phone line to publish and we will not print one we do not answer.
2. What to send
To be actionable a complaint should carry:
- your name and an email address we can reply to;
- the account email, API key prefix, agent run id, or payment reference the complaint is about;
- what happened, and what you want done about it.
Do not send us a full API key. The first eight characters are enough to identify it, and a key that has been emailed should be rotated at app.idlidu.dev/keys anyway.
3. Redressal timeline
- Acknowledgement within 24 hours of the complaint reaching the address above.
- Disposal within 15 days of receipt, with reasons for the decision taken.
- Complaints in the narrow categories the IT Rules single out — content exposing a person’s private area, showing them in full or partial nudity or in a sexual act, or impersonating them, including artificially generated material — are acted on within 24 hours of a valid complaint.
- Where a complaint is really a refund request, the Refund & Cancellation Policy decides the outcome and this page decides the clock.
These timelines are the statutory ones and they bind us. They are separate from ordinary product support, which is founder mail on the same address, answered in days, not hours, with no SLA attached.
4. What this channel covers
- Billing and payments — a charge you do not recognise, credit that did not arrive, a refund we declined, expiry applied to a balance you believe was still live.
- Access — keys, budgets, hard limits, suspension or termination of an account.
- Content and output — material generated through the Gateway or the Id agent that is unlawful, infringing, or in the categories named above. We route requests to third-party model providers; the provider’s own terms also apply to their model, but a complaint about what our service returned lands here first.
- Privacy — access, correction, deletion and withdrawal of consent. These can also go straight to the routes on the Privacy Policy; either way they land with the same person.
- Acceptable use — reporting misuse of idlidu.dev by someone else, under the Acceptable Use Policy.
5. If you are not satisfied
If the decision does not resolve the matter you keep every remedy you already had — consumer forums, the National Consumer Helpline, or the courts named in Terms of Service §16. Using this channel first does not waive anything, and we will not ask you to.