Grievance Redressal

Last updated: June 25, 2026

Lumio is committed to providing a high-quality, trustworthy product and to responding promptly and fairly to any complaints or concerns raised by users. This page describes our grievance redressal mechanism in accordance with applicable laws and regulations, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (India) and equivalent legislation in other jurisdictions.

1. Scope

This grievance redressal policy applies to all users of the Lumio application and website worldwide. It covers complaints related to:

the functionality or performance of the Lumio application;
our handling of your personal data or privacy rights;
billing, licences, and payment matters;
content displayed on the Lumio website (lumio.mayamstudio.com);
any other concern arising from your use of Lumio's products and services.

Note: Lumio does not host, provide, or distribute any media content or streams. Grievances regarding third-party content accessed via user-supplied playlists fall outside our scope and must be directed to the relevant content provider.

2. Grievance Officer

In compliance with the Information Technology Act, 2000 and the IT Rules, 2021, Lumio has designated a Grievance Officer to receive and address complaints from users:

Role	Grievance Officer — Lumio
Contact	Submit via contact form
Hours	Monday – Friday, 09:00 – 18:00 (UTC+1)

3. How to Submit a Grievance

To submit a grievance, please contact the Grievance Officer with the following information:

Your full name and contact details (email address).
Nature of the grievance — a clear description of the issue, the harm suffered or apprehended, and the relief sought.
Evidence — any screenshots, order references, transaction IDs, or other documentation that supports your complaint.
Date of the incident (if applicable).

Please use the subject line "Grievance — [brief description]" to ensure your complaint is routed correctly.

4. Resolution Timeline

Acknowledgement: Within 3 business days of receipt of the grievance.
Resolution: We aim to resolve all grievances within 15 business days from the date of acknowledgement. Complex matters may require additional time, in which case we will notify you of the revised timeline.

These timelines are consistent with the requirements of the IT Rules, 2021 and similar regulations in other jurisdictions.

5. Types of Grievances and How They Are Handled

5.1 Technical Complaints

Issues with application functionality, crashes, or compatibility are investigated by our development team. We may ask for device information, logs, or a description of steps to reproduce the issue. Fixes are delivered via application updates.

5.2 Privacy and Data Complaints

Requests related to your personal data (access, correction, deletion) are handled under our Privacy Policy. We will respond to valid data requests within the time limits required by applicable law.

5.3 Billing and Licence Complaints

Disputes regarding charges, licence codes, or refunds are handled under our Refund Policy. Provide your purchase email and transaction reference for faster resolution.

5.4 Content and Legal Complaints

Complaints involving copyright, trademark, or other intellectual property matters are handled under our Copyright Complaint policy.

6. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint to the relevant regulatory authority in your jurisdiction. For users in India, complaints may be escalated to the Ministry of Electronics and Information Technology (MeitY) or the relevant consumer forum under the Consumer Protection Act, 2019.

7. Good-Faith Complaints

We take all grievances seriously and handle them in good faith. We expect users to submit grievances in good faith as well. Complaints found to be manifestly unfounded, vexatious, or submitted in bad faith may be declined.

8. Record Keeping

We maintain records of all grievances received and actions taken for a minimum period required by applicable law. These records are kept confidential and used solely for grievance resolution and compliance purposes.