Grievance & Complaint Policy – Winart
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Grievance & Complaint Policy

Grievance process as written in the application draft.

The text below is the extracted application source. It is shown without rewriting. Displaying it here is not a lawyer’s approval and it is not a certification.

Grievance and Complaint Policy

Policy title: Grievance and Complaint Policy

Version: 1.0

Effective date: 31 October 2026

Last updated: 31 October 2026

Owner: Winart Limited

Status: Draft for in-app display. This is not a formal legal opinion and has not been approved by a lawyer.

Scope

This policy describes the in-app grievance form. It is the complaint path for privacy, account access, payments, safety follow-up, enforcement appeals, and content complaints. It is not a public bulletin. Other users cannot read your grievance.

How to submit

Open the Legal Centre and choose Grievance and Complaints, then submit the form. You must be signed in. The form asks for a category and a description of at least a few characters. On success, the app shows the document id as your reference. The stored status is requested. The time is the server time. You cannot set the status to resolved yourself.

Categories

Status

A reviewer authorized by the existing admin authorization may set the status to pending verification, in review, escalated, resolved, or rejected, and may add a resolution note. Each change writes an audit record that clients cannot edit. You can read your own grievance and its status. You cannot read or delete another person’s grievance, and you cannot delete your own after it is filed.

What this policy does not promise

No number of days is promised. The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 contain grievance timelines for intermediaries that fall within them. Whether Winart Limited is an intermediary in that sense has not been verified. A named Grievance Officer is not separately published. The contact published for grievances is the address in Contact. Inventing a timeline or a person's name would be misleading. The compliance matrix marks this as requiring legal review.

Escalation

Escalation is a status an authorized reviewer can set. It is not an external ombudsman. There is no published appellate body in this draft.

User responsibilities

Use one grievance per issue, include the reference if you are following up, and do not include illegal imagery. Do not file a grievance to harass staff or another user.

Winart responsibilities

Keep grievances private, issue a reference when the write succeeds, and allow status changes only through the authorized function.

Relationship to other reports

A user report is for conduct of another person. A grievance is for a request or an appeal to Winart. Both can exist. Neither is public.

Contact

Winart Limited

The following identity and contact lines are taken from the pages published at https://winart.win/privacy-policy/ and https://winart.win/data-deletion/ on 31 October 2026. This audit did not independently match them to a government register.