Our process for addressing your complaints and concerns, in compliance with applicable Indian laws.
In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection Act, 2019, we have appointed the following Grievance Officer:
You may file a grievance with us for any of the following:
Service quality issues, platform errors, or technical malfunctions.
Billing disputes, incorrect charges, or refund-related concerns.
Privacy and data protection complaints, including requests related to your rights under the DPDP Act, 2023.
Concerns about your child’s data or parental consent issues.
Content that you believe violates our Terms of Service or applicable laws.
Unfair trade practices or misleading information on the platform.
Accessibility barriers that prevent you from using the platform.
Any other matter related to your experience with Durosport Play.
You may submit your grievance through any of the following channels:
When filing a grievance, please include:
Your full name and registered email/phone number.
A detailed description of the issue.
Any relevant screenshots, transaction IDs, or reference numbers.
The date when the issue occurred.
The resolution you are seeking.
We follow a structured process to ensure every grievance is addressed fairly and promptly:
Acknowledgement
Within 24 hoursUpon receiving your grievance, we will send you an acknowledgement email with a unique grievance reference number for tracking.
Investigation
3–7 business daysOur team will review the details of your complaint, investigate the matter, and may contact you for additional information if needed.
Resolution
Within 15 daysWe aim to resolve all grievances within 15 days of receipt. You will receive a detailed response outlining the findings and the action taken. For complex issues, we may request an extension of up to 30 days with prior notice.
Closure
Upon resolutionOnce the grievance is resolved, we will send you a closure communication. If you are not satisfied with the resolution, you may escalate the matter as described below.
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the matter through the following channels:
Under the Consumer Protection Act, 2019, you may approach the appropriate Consumer Disputes Redressal Commission (District, State, or National, depending on the value of the complaint). The National Consumer Helpline can be reached at 1800-11-4000 or consumerhelpline.gov.in.
For complaints related to personal data processing under the Digital Personal Data Protection Act, 2023, you may approach the Data Protection Board of India (DPBI) after having first raised the matter with our Grievance Officer and not received a satisfactory response within 15 days.
As per our Terms of Service, disputes may be resolved through binding arbitration under the Arbitration and Conciliation Act, 1996, with the seat of arbitration in Hyderabad, Telangana. This does not affect your rights under consumer protection laws. For more details, see our Terms of Service.
This Grievance Redressal Mechanism is established in compliance with:
Last updated: 31 March 2026
Need to file a complaint?
Email the Grievance Officer directly. We acknowledge all complaints within 24 hours.