Contact & Grievance Redressal

1. Who we are

• Operator: PullUp, the trading name of Jordan Cole Rodrigues (sole proprietor), based in Mumbai, Maharashtra, India.
• Principal place of business: Domphil Apts, Veronica Road, Bandra West, Mumbai, Maharashtra 400050, India.
• Website: pullupnow.in.
• Email: operations@pullupnow.in.
• Phone: +91 77188 89219 (Monday to Saturday, 10:00 to 19:00 IST)

Email is the fastest way to reach us and gives every request a written record and reference.

2. Customer support

• Email operations@pullupnow.in for help with bookings, tickets, payments, refunds, your account or anything else.
• Include your registered phone number or email, your booking reference, and any reference code shown in an error message.
• We reply to support emails within 24 hours, and usually much sooner. Urgent issues on the day of an event (for example, a ticket that won’t load at the door) are prioritised.
• You can also report events, Hosts, users and reviews directly from the app.

3. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules made under it, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, our Grievance Officer is:

• Chaz Orione D'Rozario, Grievance Officer, PullUp
• Address: Marisa Apts, D'Monte Park Road, Bandra West, Mumbai, Maharashtra 400050, India
• Email: operations@pullupnow.in (please include “Grievance” in the subject line)
• Phone: +91 89281 90029
• Working hours: Monday to Saturday, 10:00 to 19:00 IST (emails are received at any time)

The Grievance Officer handles complaints about our services, our Content and moderation decisions, violations of our Terms of Service, and the processing of your personal data.

4. How we handle a grievance

• We acknowledge your grievance within 24 hours of receiving it and give you a ticket number.
• We resolve it within 15 days of receipt (and within one month at the latest for consumer complaints under the Consumer Protection (E-Commerce) Rules, 2020).
• Complaints about content that exposes a person’s private areas, shows full or partial nudity or sexual acts, or impersonates someone, made by or on behalf of the person concerned, are acted on within 24 hours.
• Requests to remove information that is prohibited under Rule 3(1)(b) of the IT Rules, 2021 are acted on within 72 hours.
• We tell you the outcome and the reasons in writing, by email.

What to include

• Your name and your registered phone number or email.
• A description of the issue, with dates, booking references and screenshots where relevant.
• For content complaints: a link to or description of the content, and why you believe it breaks our rules or the law.
• What outcome you are looking for.

5. If you are not satisfied

• Consumer complaints: you can contact the National Consumer Helpline by dialling 1915 (toll-free) or at consumerhelpline.gov.in, or file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, including online through e-Daakhil (edaakhil.nic.in).
• Personal data complaints: after using our grievance process, you can complain to the Data Protection Board of India in the manner it prescribes.
• Content and moderation decisions: under the IT Rules, 2021, you may appeal to the Grievance Appellate Committee within 30 days of our Grievance Officer’s decision.
• Payment complaints: you can also raise unresolved complaints about digital payments with your bank and then with the Reserve Bank of India’s Integrated Ombudsman Scheme (cms.rbi.org.in).

6. Requests from law enforcement and government

Authorised government agencies may send lawful orders and requests for information to operations@pullupnow.in with “Law enforcement request” in the subject line. We respond within the timelines set by law, including within 72 hours for requests under Rule 3(1)(j) of the IT Rules, 2021.

7. Intellectual property complaints

To report content that infringes your copyright or trademark, follow our Intellectual Property & Takedown Policy (pullupnow.in/legal/ip).

8. Contact and grievances

Questions, requests or complaints about this document or anything else on PullUp: email operations@pullupnow.in. If you’re writing about an error, include the reference code shown in the app so we can find your case quickly.

Grievance Officer (Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023): Chaz Orione D'Rozario, Grievance Officer, PullUp, Marisa Apts, D'Monte Park Road, Bandra West, Mumbai, Maharashtra 400050, India. Email: operations@pullupnow.in with “Grievance” in the subject line; phone: +91 89281 90029. We acknowledge every grievance within 24 hours and resolve it within 15 days of receiving it. Escalation routes are on our Contact & Grievance Redressal page (pullupnow.in/legal/contact).