Why we have a Grievance Officer
[Registered company name], which operates the VirtualCloud brand ("VirtualCloud", "we", "us" or "our"), has appointed a Grievance Officer to handle complaints that our normal support and billing channels haven't resolved. The role meets our obligations under:
- Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, which apply to us as a hosting provider and intermediary for content our customers publish;
- Section 13 of the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025, which apply to us as a Data Fiduciary for our customers' and visitors' personal data;
- the Consumer Protection (E-Commerce) Rules, 2020, for complaints about how our services are sold and delivered.
Raising a grievance is free. It doesn't stop you from using any other remedy the law gives you.
Officer and contact details
- Name
- [Grievance Officer name]
- Designation
- [Grievance Officer designation]
- legal@virtualcloud.in, with "Grievance" in the subject line
- Online
- The grievance form on this page
- Post
- Grievance Officer, [Registered company name], [Registered office address], India
- Languages
- English and Hindi
If the Grievance Officer changes, we'll update this page within 7 days.
What you can raise
- Service, billing or support complaints that you've already raised with our 24/7 hosting support team and that haven't been resolved to your satisfaction.
- Content hosted on our network that you believe is unlawful, including the kinds of content listed in Rule 3(1)(b) of the IT Rules 2021, such as content that impersonates you, invades your privacy, infringes your intellectual property, or is obscene, defamatory or harmful to children.
- Your personal data: how we collect or use it, or a request to access, correct or erase it, or to nominate someone, that we haven't handled properly.
- Appeals by our customers against our decision to suspend a service or remove content.
- Consumer complaints about how a service was described, sold, billed or delivered.
A faster route for some issues. For an outage or a technical problem, open a ticket (24/7). To report spam, phishing or malware, use report abuse, where the most serious reports are acted on within 4 hours. To report a security vulnerability in our systems, see our security page.
Our timelines
| Type of complaint | Timeline |
|---|---|
| Every grievance: acknowledgement with a reference number | Within 24 hours |
| Content that shows you in a state of nudity or a sexual act, including morphed images, or impersonates you (Rule 3(2)(b)) | Access removed or disabled within 24 hours |
| Requests to remove unlawful content under Rule 3(1)(b) | Resolved within 72 hours |
| All other grievances, including personal-data complaints | Resolved within 15 days |
Timelines run from when we receive your complaint. If we need more information, we'll ask within the first 24 hours. Our decision is sent in writing, with reasons, to the email address you give us.
How to raise a grievance
- Use the form below or email legal@virtualcloud.in. You can also write to us by post.
- Tell us who you are and how to reach you. You don't need to be a customer.
- Describe the problem: what happened, when, the domain, server or invoice involved, and any ticket numbers from earlier contact with us.
- Say what outcome you're asking for, such as a refund, a correction, removal of content, or the restoration of a service.
- Attach evidence if it helps, such as links, screenshots or documents. If you're using the form, mention them and we'll ask for them by email.
For requests about your personal data, we may ask you to confirm your identity before we act, so that we don't disclose or change someone else's data. We only ask for what we need to do that.
If you're not satisfied
- Grievance Appellate Committee. For complaints under the IT Rules 2021, you can appeal against the Grievance Officer's decision to the Grievance Appellate Committee set up by the Government of India, within 30 days of receiving it.
- Data Protection Board of India. For complaints about personal data, you can complain to the Data Protection Board once you've used our grievance process, as Section 13 of the DPDP Act requires.
- Consumer commissions. If you're a consumer, you can contact the National Consumer Helpline or file a complaint with the consumer commission that has jurisdiction, under the Consumer Protection Act, 2019.
- Courts. You can also go to court, as described in our Terms of Service.
How we handle your complaint
- We use the details you send only to investigate and resolve your grievance, and to keep a record of it, as our Privacy policy describes.
- If your complaint is about content one of our customers controls, we may tell the customer what the complaint is about so that they can respond. We won't give them your name or contact details unless you agree or the law requires it.
- We keep grievance records for as long as we need them to show how each complaint was handled, and for the periods listed in our Privacy policy.
Contact us
Grievances: legal@virtualcloud.in or the form below. Support: open a ticket. Billing: billing@virtualcloud.in. Abuse: report abuse.