Privacy Rights & Grievance Policy

How to access, export, correct or erase data, withdraw consent, submit a complaint and appeal a grievance decision.

1. Scope and request channels

This policy explains the rights-request and grievance process for Silarah members and people whose data may be processed by the service. Signed-in members should use account controls where available because authentication provides proportionate identity verification. Email privacy@silarah.com for access, correction, consent or deletion requests, grievance@silarah.com for formal complaints, and safety@silarah.com for urgent safety content. Never send passwords, OTP codes, payment credentials or identity documents by ordinary email. Signed-in members can open Profile → Settings → Privacy → Privacy requests for assisted access, correction, erasure, withdrawal, nomination or grievance requests and read the reference, response target and staff response there. On older app versions without this screen, or if you cannot sign in, email privacy@silarah.com; urgent safety complaints should use safety@silarah.com or the reporting tools.

2. Downloading a portable copy

In the app, open Profile → Settings → Privacy → Download my data. Silarah creates an authenticated ZIP archive immediately and opens your device’s save or share sheet. The archive includes machine-readable JSON for your account and profile, current accessible profile photos, interests, matches, messages, settings, consent records, subscription events, notifications, guardian links, verification decisions, blocks and reports created by you. Repeated generation is briefly rate-limited to protect account data and control database cost.

3. Export limits and assisted access

The self-service archive excludes passwords, OTP codes, raw notification credentials, temporary verification captures, other members’ confidential reports, staff identities, privileged legal material and details that would undermine anti-abuse controls. Those exclusions do not automatically determine a formal legal request. Email privacy@silarah.com if you require an omitted category, an explanation of processing, a summary of data, processor identities or categories, or an accessible alternative format. We may redact third-party data and apply lawful exceptions.

4. Correction, erasure and withdrawal

You can correct profile fields and replace or remove photos in the app. A withdrawal or erasure submission creates a request for staff review; it does not immediately stop processing or delete your account. Pausing discovery only limits visibility. Use existing account controls where available, or specify the consent and purpose you want to withdraw through Privacy requests or privacy@silarah.com. After proportionate verification, we will explain and carry out the applicable cessation and processor follow-up, subject to processing required or authorised by law. Withdrawal does not undo earlier lawful processing and may make a dependent feature unavailable. Store subscriptions must be cancelled separately. Erasure exceptions require an applicable lawful basis; safety or business convenience alone does not establish one.

5. Identity verification and tracking

We verify a request using the signed-in session, registered email or proportionate account facts. We do not ask for more data than reasonably needed and provide a secure route if stronger verification is genuinely necessary. Include the account email, request type and relevant dates. We may ask you to identify the field, message, transaction or decision concerned. Duplicate or abusive automated requests may be consolidated without preventing a genuine legal right.

6. Grievance timelines in India

Formal grievances are acknowledged and resolved within the periods set by the applicable Indian intermediary and data-protection rules, including the shorter periods those rules set for specified urgent content such as non-consensual intimate imagery. Meeting a timeline does not guarantee a requested outcome.

7. Information and evidence

The Silarah Grievance Desk receives formal grievances at grievance@silarah.com. Send a concise description, account email, dates, relevant profile or conversation reference and requested outcome. Do not forward suspected child sexual abuse material or non-consensual intimate imagery by email; identify where it appears so authorized staff can preserve and restrict it safely. We may acknowledge receipt, request necessary clarification, issue a reasoned outcome, preserve required evidence, restrict content or accounts, and notify an authority where required.

8. Appeals and external remedies

If you disagree with a grievance decision, reply with the original reference and explain the error. Where the Indian Grievance Appellate Committee has jurisdiction, an eligible appeal may be filed through its prescribed online mechanism within the applicable period, currently 30 days from receipt of the grievance officer’s decision. Privacy complaints may also be taken to the competent data-protection authority when its relevant powers and procedures are in force. This policy does not remove a non-waivable court, consumer or regulatory remedy.

9. Security, records and changes

Rights requests and grievance records are access-restricted and used to verify, investigate, respond, audit compliance, prevent abuse and meet legal duties. In-app Privacy requests, responses and associated case records are retained while unresolved and for 12 months after resolution, then erased from active systems unless a documented legal hold applies. Holds are access-restricted and reviewed; after a hold ends, an already-expired case becomes eligible for erasure. Unlinking a deleted account does not anonymise the request text. Backup copies expire through provider rotation. This case-retention schedule does not extend retention of the underlying profile or authorise unrelated processing. Separate legally required records follow the relevant statutory retention period. Material changes are published with a new policy version and notified or presented for renewed consent where required.

10. Nomination requests

Selecting Nomination submits a request to arrange and verify a nomination for exercise of rights on death or incapacity where applicable; it does not appoint a nominee or complete a nomination. Staff must explain the process, verify necessary authority and confirm any completed arrangement separately. Do not put nominee identity documents or unnecessary third-party information in the request.