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.

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. You can pause discovery without deleting the account or request account deletion in Settings. Consent may be withdrawn through the relevant control or privacy@silarah.com, and withdrawing it should be as easy as giving it. Withdrawal applies prospectively and may disable a feature that cannot operate without the data. Erasure may be limited where retention remains necessary for law, safety, fraud prevention, claims, payments or another permitted purpose.

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 within 24 hours and ordinarily resolved within 7 days under applicable Indian intermediary rules. Specified removal complaints follow the legally shorter deadline, including 36 hours for qualifying unlawful-content complaints and 2 hours for qualifying intimate imagery, nudity, sexual impersonation or similar urgent material. These timelines do not guarantee a requested outcome and will follow any shorter period required by amended law.

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. Required intermediary records and removed content may be preserved for 180 days or longer under a lawful order; other request records remain only as needed for proof, security, limitation and legal obligations. Material changes are published with a new policy version and notified or presented for renewed consent where required.