Adda Central — Grievance Redressal Policy
DRAFT — prepared for review by Skycast Media Network Private Limited's counsel. Not legal advice.
Last updated: [DATE]
Skycast Media Network Private Limited runs a grievance mechanism for Adda Central so that any player can raise a complaint and get a fair, timely answer. It is designed to meet:
- the requirement in the Promotion and Regulation of Online Gaming Rules, 2026 (Rule 20) that providers of online social games maintain a functional grievance redressal mechanism, with a right of appeal to the Online Gaming Authority of India; and
- the Digital Personal Data Protection Act, 2023 and DPDP Rules, 2025, which require a way to raise complaints about personal data, with a right to approach the Data Protection Board of India.
1. What you can complain about
Anything about Adda Central, for example:
- a game result, a disconnection, a bot, or a suspected unfair match;
- a missing purchase, a billing problem or a refund request;
- a warning, restriction, suspension, ban or name reset;
- another player's name or behaviour;
- your personal data, consent, account deletion or a privacy concern;
- anything in our Terms of Service or other policies;
- a concern about a child's use of the app (parents and guardians are welcome to write to us).
2. How to file a grievance
| Channel | How |
|---|---|
| In the app (recommended) | Profile > Help > Raise a grievance. Choose a category, describe the problem, and the app attaches your account ID and, where relevant, the match ID automatically |
| [email protected]. Please include your player ID (Profile > Settings), the match ID or store order ID if relevant, and what you would like us to do | |
| Post | Grievance Officer, Skycast Media Network Private Limited, VO144, WeWork Olympia Cyberspace, SIDCO Industrial Estate, Guindy, Chennai, Tamil Nadu 600032, India |
You can write in English or in any of the app's languages. You do not need a lawyer and there is no fee.
3. Our timelines
| Step | Our commitment |
|---|---|
| Acknowledgement | Within 24 hours for in-app grievances and within 48 hours for email or post, with a reference number |
| Resolution target | Within 15 days of receipt, with a written reply explaining what we decided and why |
| Complex cases | If we need more time (for example, when we must wait for Google or Apple), we will tell you why and give you a new date. We will always resolve the complaint within any time limit set by law. For personal-data grievances, the outer limit under the DPDP Rules is 90 days |
| Urgent cases | Complaints about a child's safety, account takeover or a data breach are handled first |
4. How we decide
- We look at our server records: match logs, the revealed match seed, wallet ledger entries, receipts and reports.
- Routine cases may be prepared with the help of automated tools, but decisions about money, refunds, bans above our internal threshold, legal matters and anything involving a child are taken or approved by a person.
- If we find we made a mistake, we put it right — for example by restoring items, reversing a ban or supporting a store refund.
5. If you are not satisfied
Gaming matters — Online Gaming Authority of India
If you are not satisfied with our decision, or we have not resolved your grievance in time, you may appeal to the Online Gaming Authority of India within 30 days, using the complaint form on the Authority's website or app [PLACEHOLDER: insert official URL once confirmed]. Our reply to you will mention this right.
Personal-data matters — Data Protection Board of India
For complaints about your personal data, after using this mechanism you may complain to the Data Protection Board of India through its online process [PLACEHOLDER: insert official URL once confirmed].
Consumer rights
Nothing here limits your right to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or any other forum available by law.
6. Grievance Officer
Name: Rajesh K Designation: [PLACEHOLDER: e.g. Director] Email: [email protected] Hours: grievances by email are acknowledged within 48 hours, every day. Address: Skycast Media Network Private Limited, VO144, WeWork Olympia Cyberspace, SIDCO Industrial Estate, Guindy, Chennai, Tamil Nadu 600032, India
The Grievance Officer's name and contact details are also shown in the app (Profile > Help) and on our store listings.
7. Public log of resolved categories
To be open about how we handle complaints, we publish a summary at [PLACEHOLDER: e.g. https://addacentral.com/grievances], updated [PLACEHOLDER: monthly]. It shows, for each month:
- the number of grievances received and resolved, by category (fair play, purchases, account actions, player conduct, privacy, other);
- the share resolved within 15 days and the average time to resolve;
- the number of appeals to the Online Gaming Authority of India, if any.
The log contains no personal data — no names, player IDs or details that could identify anyone.
8. Records
We keep grievance records for 3 years after closure (see our Privacy Policy), so that we can show regulators how complaints were handled.