Grievance Redressal Mechanism

Operated by Mantra Tech Fusion (Proprietor: Vikrant Saini), GSTIN: 06BLSPS8961E1ZD. In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Consumer Protection (E-Commerce) Rules, 2020.

12. Designated Grievance Officer

Mantra Tech Fusion has appointed a dedicated Grievance Officer to address and resolve complaints from Users regarding the Platform, Listings, intellectual property violations, or any breach of these Terms.

Statutory Resolution Timelines

The Grievance Officer will formally acknowledge receipt of your complaint ticket within 24 hours with a unique tracking reference number.

The Grievance Officer will investigate and resolve the issue within 15 days (or shorter as mandated by law for content takedowns under IT Rules 2021).

11.1 Intellectual Property Infringement & Takedown Procedure

If you are a copyright or trademark owner and believe that content or photos on Bikwao infringe your rights, please submit a written notice to info.bikwao@gmail.com containing:

1. Identification of the copyrighted work or trademark claimed to have been infringed;
2. Specific URL(s) or Listing ID(s) containing the allegedly infringing material;
3. Your contact details (Full Name, Company, Email, Address, Telephone);
4. A statement of good-faith belief that the disputed use is not authorized by the rights owner, its agent, or the law;
5. A statement made under penalty of perjury that the information provided in your notice is accurate.

Upon receipt of a valid notice, Bikwao will promptly investigate and take appropriate action, including disabling access to the reported Listing in accordance with the Information Technology Act, 2000 and the Copyright Act, 1957.

12.1 Nodal Contact for Law Enforcement Agencies

Law enforcement agencies, cyber cells, and statutory authorities requiring urgent coordination or making lawful data requests may reach the Nodal Desk at info.bikwao@gmail.com.

12.2 Statutory Safe Harbor & 180-Day Audit Log Preservation

In accordance with Section 79 of the Information Technology Act, 2000 and Rule 3(1)(h) of the IT Rules, 2021, user registration records, access logs, and communication audit trails are preserved for a mandatory minimum period of 180 days upon receipt of a lawful order, grievance notice, or account deactivation, to assist investigative agencies and ensure complete regulatory accountability.