Grievance Redressal

The short version

Report anything in the app: tap Report on a series or episode, Report this character in chat, or long-press a chat message. No account needed.

Or write to our Grievance Officer: Akshay Gupta, contact@turtletechsai.com.

You get a reference number straight away in the app, or an acknowledgement within 24 hours by email.

Reports of unlawful content, impersonation, sexual content, hate or religious offence, harm to minors or missing AI labels are handled first: our target is 3 hours.

Other complaints are resolved within 15 days at most, usually much sooner.

If you are not satisfied, you can appeal — in India, to the Grievance Appellate Committee.

1. Our Grievance Officer

This page is published under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (as amended) (the “IT Rules”), the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.


Name	Akshay Gupta
Designation	Founder and Grievance Officer
Company	Turtle Techsai
Address	Nagpur, Maharashtra, India, Nagpur, Maharashtra, India
Email	contact@turtletechsai.com (e.g. grievance@turtletechsai.com)
Phone	+91 78418 53298 (Monday to Friday, 10:00–18:00 IST)

The Grievance Officer also handles privacy grievances under the DPDP Act and consumer complaints under the E-Commerce Rules.

2. What you can complain about

a story, episode, artwork or AI character that you think is unlawful, harmful, obscene, defamatory, hateful, offensive to religion or community, or harmful to children;
content that impersonates a real person or imitates a real person’s voice or likeness;
content that shows or describes someone in a sexual or intimate way without consent, including AI-made or altered material;
a story with AI voices that is missing its AI label, or a label that is wrong;
a copyright or other intellectual-property problem (see also Copyright and IP complaints);
something an AI character said in chat;
a payment, coin or VIP problem;
how we handle your personal data;
a decision we made about your account or a previous complaint.

3. How to complain

In the app (fastest)

On a series page or in the player menu: choose Report this story or Report this episode.
In character chat: tap Report this character, or long-press a message to report it.
Anywhere else: Profile → Help and report a problem → File a complaint.

Pick a reason, add details if you like, and add an email address if you want a reply (it is used only to reply to this report). You do not need an account. You get a reference number and the time by which we aim to respond, immediately.

On the web

At https://turtlefmapp.turtletechsai.com use the Report option on a story page, or the complaint form at https://turtlefmapp.turtletechsai.com/contact.

By email or post

Write to the Grievance Officer at contact@turtletechsai.com or the postal address above. Please include:

your name and how we can reach you;
the series and episode (title and episode number, or a link), the character, or the chat message and time;
what the problem is and, if relevant, why you think it is unlawful;
for impersonation or intimate content: that you are the person concerned or authorised to act for them (we may ask for proof in a way that protects your privacy);
for copyright: the details listed on the Copyright page;
any earlier reference number.

4. How quickly we act

What	Our commitment	Legal outer limit (India)
Acknowledge your complaint	Immediately in the app (reference number); within 24 hours by email	24 hours (IT Rules)
Unlawful content, impersonation, sexual content, hate or religious offence, harm to minors, missing or wrong AI label	Target: action within 3 hours of the report	See note below
Content showing a person in a sexual or intimate way, or artificially altered images of a person, reported by that person or on their behalf	Target: removal within 3 hours	24 hours under Rule 3(2)(b) of the IT Rules, or shorter if amended — see note
Orders from a court or authorised government agency	As quickly as possible, and within the time the order or the law requires	See note below
Requests to remove content under Rule 3(1)(b) of the IT Rules	Target: within 72 hours at most	72 hours (IT Rules)
Copyright complaints	Target: within 36 hours	See Copyright
All other complaints, including payments and privacy	Target: within 72 hours; resolution within 15 days at most	15 days (IT Rules); consumer complaints: acknowledge within 48 hours and resolve within one month (E-Commerce Rules)

5. What happens after you complain

Triage. Your report lands in our grievance inbox, sorted by deadline. Urgent categories go to the top.
Review. A trained member of our team reviews the content against the law, these policies and our Content and Community Guidelines. For mythology- or religion-related complaints, our sensitivity reviewer is involved.
Action. If content must come down, we remove it from every catalogue and every country in one step. Audio links stop working within an hour, and the app deletes downloaded copies the next time the device connects. We keep a record of the removal and the reason.
Reply. If you gave us an email address, we tell you the outcome and the reasons. If we do not remove the content, we explain why.
Records. We keep complaint and takedown records as described in our Privacy Policy, and preserve removed content and related records for at least 180 days where the IT Rules require it.

We do not tell the subject of a complaint who made it, unless the law requires it.

Chat messages are private conversations between you and an AI character; no one else can see them. If you report a character reply, we review it, may adjust the character or the safety rules, and may change or switch off chat for that character.

6. If you are not satisfied — appeals

Ask us to review. Reply to our decision, quoting your reference number, or write to the Grievance Officer. A different person will review the decision.
Grievance Appellate Committee (India). If you are not satisfied with the Grievance Officer’s decision, you can appeal to the Grievance Appellate Committee set up by the Government of India, within 30 days of receiving our decision, through gac.gov.in.
Data Protection Board of India. For privacy grievances, after using our process, you can complain to the Data Protection Board of India.
Consumer complaints (India). You can call the National Consumer Helpline (1915) or file a complaint with a Consumer Commission, including online through e-Daakhil.
Outside India. You can contact your local consumer authority or data protection regulator (see the Privacy Policy).

7. Requests from authorities

Courts, law-enforcement agencies and government authorities can send orders and requests to contact@turtletechsai.com or to the Grievance Officer. We respond to valid legal process in accordance with Indian law and, where relevant, the law of the requesting country.

8. Please report in good faith

False or abusive complaints waste time that should go to real problems. Under the DPDP Act and these terms, knowingly false or frivolous complaints may have consequences.