Grievance Redressal
Last updated: October 6, 2026
About
In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, Prowala Software Solutions LLP, which operates ProWala, has appointed a Grievance Officer to address user complaints and concerns.
Grievance Officer
Grievance Officer Details
Name: Pallavi Pramod Gaigawale
Designation: Grievance Officer and Designated Partner, Prowala Software Solutions LLP
Address: Prowala Software Solutions LLP, Flat 145/D-7, Nisarg CHS, Thane Ghodbunder Road, near Tikuji Ni Wadi Road, Manpada, Thane, Maharashtra 400607, India
Email: grievance@prowala.in
Working Hours: Monday – Friday, 10:00 AM – 6:00 PM IST
How to File a Complaint
-
Email your complaint to grievance@prowala.in with the following details:
- Your registered name and email address
- Description of the issue
- Relevant screenshots or evidence
- Expected resolution
- Acknowledgement: You will receive an acknowledgement with a ticket number within 24 hours.
- Resolution: We aim to resolve all complaints within 15 days. Complex cases may take up to 30 days.
- Escalation: If you are not satisfied with the resolution, you may escalate to the Designated Partners of Prowala Software Solutions LLP by replying to your ticket with the subject line "Escalation Request".
Types of Complaints We Handle
- Account-related issues (access, deactivation, data requests)
- Payment disputes and refund concerns
- Privacy and data protection complaints
- Content complaints (inappropriate profiles, fake reviews)
- Professional or Customer misconduct
- Platform technical issues
Response Timeline
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint | Within 24 hours |
| Initial review & response | Within 3 business days |
| Final resolution | Within 15 days (30 days for complex cases) |
| Escalation review | Within 7 days of escalation request |
Your Rights
Under the DPDP Act, 2023 and IT Rules, 2021, you have the right to:
- File a complaint about how your data is being processed.
- Request access to your personal data.
- Request correction or deletion of your data.
- Withdraw consent for data processing.
- Report content that violates our Terms of Service.
Note: If your complaint relates to a data protection issue that is not resolved to your satisfaction, you may file a complaint with the Data Protection Board of India as established under the DPDP Act, 2023.