Grievances and disputes
Purpose: one place explaining how complaints, data requests, content reports and disputes are handled, with the timelines the law sets. Parties: Clexen and any User. It also sets the dispute route between Clexen and Customers and Partners.
Acceptance trigger:
- Complaints: informational. It is linked in the footer, on every policy page and in confirmation messages.
- Dispute clauses: bind Customers and Partners through Documents 03 and 04.
1. Grievance Officer
Rohit Chauhan, Director, Clexen Rentals Private Limited.
- Email: support@clexenrentals.com
- Phone: +91 99992 25725 (Monday to Friday, 9 am to 6 pm)
- Address: H.No. 13/1, Kh. No. 52/11/2, Shiv Bux Park, Nangloi, New Delhi 110041
This officer is named under rule 3(2) of the IT Intermediary Rules 2021, and Clexen also follows the grievance timelines of the Consumer Protection (E-Commerce) Rules 2020 as good practice. The same officer handles data requests under the DPDP Act.
2. How to complain
Write or call with:
- your name;
- your mobile number;
- the request number, if any;
- what happened, and what you would like us to do.
Attach photos or documents if you have them.
3. Timelines
| Matter | Acknowledge | Resolve or reasoned reply |
|---|---|---|
| General complaint about the Platform or Clexen | Within 24 hours (the E-Commerce Rules allow 48) | Within 15 days (the E-Commerce Rules allow 1 month) |
| Request to remove unlawful content | Within 24 hours | Within 72 hours |
| Court order or government notice | n/a | As required by Applicable Law (generally within 36 hours under rule 3(1)(d) of the IT Rules) |
| Personal data request (Document 10) | Within 7 days | Within 30 days; at most 90 days |
| Partner fee query (Document 05) | Within 2 Business Days | Within 10 Business Days |
Each complaint gets a ticket number. We tell you the outcome and the reasons.
4. If you are not satisfied
- Content decisions: you may appeal to the Grievance Appellate Committee within 30 days of our decision (IT Rules, rule 3A).
- Consumer matters: if you are a consumer under the Consumer Protection Act 2019, you may call the National Consumer Helpline on 1915 or approach the appropriate Consumer Commission. Nothing in Clexen's documents takes away those rights.
- Data protection: you may complain to the Data Protection Board of India once its procedures apply.
5. Reporting unlawful or infringing content
Send to legal@clexenrentals.com:
- the page link;
- what is wrong with it;
- for intellectual property: proof of your rights;
- your contact details;
- a statement that your report is accurate and made in good faith.
Clexen may:
- remove or disable the content;
- tell the person who posted it;
- restore it if a counter-notice shows the report was wrong, unless a court orders otherwise.
Intellectual property complaints. For copyright, also identify the work and say why the copy is not a permitted use. For a trade mark, give the registration number or proof of use. Clexen acknowledges within 24 hours and acts within 36 hours where it is satisfied that the content infringes. Where the Copyright Rules 2013 (rule 75) apply, access stays disabled for 21 days. If the complainant does not produce an order from a competent court within that period, Clexen may restore the content.
Counter-notice. The person whose content was removed may send a counter-notice to the same address, with the reasons and any evidence of their right to use the content. Clexen will consider it and tell both sides the outcome.
Repeat infringement. Clexen may suspend a Partner who repeatedly uploads infringing content, under Document 04, clause 10.
6. Disputes with Clexen
6.1 Talk first. Write to legal@clexenrentals.com (Partners: copy partner@clexenrentals.com), with "Notice of dispute" in the subject. Senior people on both sides will try to settle the dispute within 30 days.
6.2 Mediation. If both sides agree, the dispute may go to mediation under the Mediation Act 2023, at the Delhi International Arbitration Centre (DIAC) or another agreed centre, before arbitration.
6.3 Arbitration. Disputes not settled within 30 days of notice are finally resolved by arbitration under the Arbitration and Conciliation Act 1996, administered by the Delhi International Arbitration Centre under its rules:
- Arbitrator: a sole arbitrator appointed by the institution. Neither party may appoint the arbitrator unilaterally.
- Seat: New Delhi.
- Language: English.
- Procedure: where the claim is below INR 10 lakh, or both parties agree, the fast-track procedure under section 29B, decided on documents unless the arbitrator decides otherwise.
6.4 Courts. Courts at New Delhi have exclusive jurisdiction for interim relief, for matters under the Arbitration Act, and for any matter that cannot be arbitrated.
6.5 What is not affected:
- a consumer's right to approach a Consumer Commission;
- a micro or small enterprise's right to refer a payment dispute to the Facilitation Council under the MSMED Act 2006;
- Clexen's right to seek urgent interim relief from a court.
6.6 Time limit. Any claim against Clexen must be brought within the period the Limitation Act 1963 allows.
7. Disputes between Customers and Partners
These follow Document 06, section 16, and Document 08. Clexen will share its records on request and may help the parties communicate. Clexen does not decide such disputes and is not liable for their outcome.