We take grievances seriously. This page tells you who to contact, what to expect, and how to escalate if you are not satisfied. The mechanism here meets the requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.
Grievance Officer
- Name: Office of the Grievance Officer (a designated officer will be named shortly)
- Email: [email protected]
- Address: Lineage Money Private Limited, No. 43, Residency Road, Shanthala Nagar, Ashok Road, Museum Road, Bangalore North, Bengaluru, Karnataka 560025, India
- Hours: 10:00 – 18:00 IST, Monday to Friday (excluding national holidays).
What we commit to
- Acknowledgement: within 24 hours of your complaint reaching our Grievance Officer.
- Resolution: within 15 days of acknowledgement, except where the matter is genuinely complex — in which case we will give you a written interim status and a revised timeline.
- DPDP-related grievances: we respond within 90 days of a verified Data Subject Request, as required by the DPDP Act and Rules.
- Records: we retain grievance records for 3 years from resolution for audit.
How to raise a grievance
- Email [email protected] with subject line starting with
[Grievance]. - Include: your account email, a clear description of the issue, the date and time it happened, and any screenshots or documents that help.
- If your grievance involves your personal data (access, correction, erasure, withdrawal of consent), use Account → Data Rights instead — that flow creates a tracked ticket and is automatically routed.
Categories we handle
- Account access, login, and security concerns.
- Personal data — access, correction, erasure, withdrawal of consent, nomination.
- Billing, refunds, and cancellation (see Refund & Cancellation Policy).
- Content takedown and intermediary obligations under IT Rules, 2021.
- Conduct of marketplace advisors you engaged through Lineage.
- Accessibility issues (also reportable at Accessibility).
If you are not satisfied
- DPDP grievances: you may approach the Data Protection Board of India once it is constituted, per Section 27 of the DPDP Act, 2023.
- Consumer disputes (e-commerce billing, deficient service): you may approach the District / State / National Consumer Disputes Redressal Commission constituted under the Consumer Protection Act, 2019, including via the National Consumer Helpline (1915).
- IT Act / unlawful content: you may approach the Grievance Appellate Committee constituted under the IT Rules, 2021.
Data Protection Officer
We are not currently designated a Significant Data Fiduciary under the DPDP Act and therefore not required to appoint a DPO. The Grievance Officer above is our published point of contact for all data-protection queries. Correspondence sent to [email protected] reaches the same team.