Adalwin Commerce LLP (operating the Dropkyd brand) is an intermediary under the Information Technology Act, 2000 and a data fiduciary under the Digital Personal Data Protection Act, 2023. Both require us to name a Grievance Officer and tell you exactly how fast we'll respond. Here it is.
1. Our Grievance Officer
- Name: Rohit Mali
- Designation: Grievance Officer, Adalwin Commerce LLP
- Address for service: 302, Unity Paradise, BT Kawade Road, Raskar Nagar, Pune, Maharashtra 411013, India
- Email: rohit@adalwin.com
- Phone: +91 8975 121 565 · 10am–7pm IST, Monday to Saturday
2. What you can raise here
- Anything about your order that support hasn't resolved — delivery, refund, quality, billing.
- Content on the platform you believe is unlawful, infringing, or offensive — including a creator's design.
- Misuse of your personal data, or a DPDP rights request we haven't honoured (access, correction, erasure, export).
- A complaint about how a Dropkyd employee or partner treated you.
For ordinary order questions, support@dropkyd.com is faster — the Grievance Officer is the escalation, not the first stop. You are never required to try support first.
3. How fast we respond
- Acknowledgement — within 24 hours of receipt, with a ticket reference.
- Resolution — within 15 days of receipt, with the outcome and the reasoning in writing.
- Non-consensual intimate imagery — within 24 hours of a valid complaint, the content is removed or access to it is disabled.
These are the timelines fixed by Rule 3(2)(b) of the IT Rules 2021. Where the DPDP Act allows longer for a data-protection grievance, we still hold ourselves to the shorter figures above.
4. What to include
- Your name and the email or phone your Dropkyd account uses.
- Order number, if it's about an order.
- The URL of the content, if it's about content.
- What happened, what you'd like done, and any screenshots or documents.
For a takedown request, please also confirm that the information you've given is accurate — knowingly false takedown complaints waste a real person's day.
5. If you're not satisfied
If we miss the timelines above, or you disagree with the outcome:
- Data-protection complaints — you may approach the Data Protection Board of India under § 13(3) of the DPDP Act 2023, after raising it with us first.
- Consumer complaints — the National Consumer Helpline (1915) and the consumer commissions under the Consumer Protection Act, 2019 remain open to you. Nothing on this page limits that.
- Intermediary / content complaints — the Grievance Appellate Committee constituted under Rule 3A of the IT Rules 2021 hears appeals against our decision, within 30 days of it.
6. Record-keeping
Every grievance is logged with its receipt time, acknowledgement time, and disposal time, and retained for the period required by law so we can evidence compliance. We do not close a ticket without telling you.
Pune, Maharashtra 411013
India