This page is our grievance redressal process under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023 and its Rules, and the Consumer Protection (E-Commerce) Rules, 2020. It is effective 12 November 2026 and was last updated 12 November 2026. It goes with our Privacy Policy and Terms of Service.
Our Grievance Officer
| Item | Details |
|---|---|
| Name | Preet Patel |
| thescalelab10@gmail.com | |
| Post | Preet Patel, Arcline, Ahmedabad, Gujarat, India |
| Language | English |
E-mail is the fastest way. The Grievance Officer is also the person to ask about how we process your personal data and how to use your rights. For general help that is not a complaint, write to thescalelab10@gmail.com or contact us.
What you can complain about
- How we handle your personal data, including a request you made that we did not act on.
- A decision about your account, such as a warning, suspension or termination under the Acceptable Use Policy.
- Billing, refunds and cancellation: see the Refund and Cancellation Policy.
- Misuse of Arcline by someone else, or something on the service that breaks our rules.
- A change made to your website that went wrong.
- Anything else about the service that you think we should put right.
How to file a complaint
- Write to us
Send an e-mail to thescalelab10@gmail.com, or post a letter to Ahmedabad, Gujarat, India. Put “Complaint” in the subject. For a data request, say “Data request” and which right you want to use.
- Tell us who you are
Use the e-mail address of your account if you have one, and tell us the website address the complaint is about.
- Describe what happened
Say what happened, when, and what you have already tried. Add screenshots, order numbers or receipts if you have them.
- Say what you would like
Tell us the outcome that would put it right, for example a correction, a refund or a deletion.
What happens next
| Kind of complaint | We acknowledge | We resolve |
|---|---|---|
| The platform, its rules or another user's conduct | Within 24 hours | Within 15 days |
| Billing, refunds and other consumer complaints | Within 48 hours (we aim for 24) | Within one month at the latest |
| Data protection: access, correction, erasure, withdrawing consent and other grievances | Within 48 hours | Within the period the law prescribes for data protection grievances. Our own target for requests is 30 days. |
- The time starts on the day we receive your complaint with enough detail to act on. If we need more, we tell you what we need.
- We tell you the outcome in writing, with our reasons. If we cannot give you what you ask for, we say why and tell you where you can take it next.
- A person reads and decides every complaint. It is not handled automatically.
- There is no charge for making a complaint or a data request.
Your data rights, and how to use each
Under the Digital Personal Data Protection Act, 2023 you are a Data Principal, and you have these rights. To use any of them, write to thescalelab10@gmail.com or thescalelab10@gmail.com from the e-mail address of your account.
| Right | What it means | How to use it |
|---|---|---|
| Access | A summary of the personal data we process about you, what we do with it, and who else we share it with. | Write with “Access request” in the subject. We reply with a summary in a readable electronic form. |
| Correction, completion and updating | We correct what is wrong, complete what is missing and update what is out of date. | Tell us what is wrong and what it should say. |
| Erasure | We delete your personal data when it is no longer needed for its purpose or when you withdraw consent, unless the law requires us to keep it. | Remove a website yourself in Settings to delete its data, or write with “Erasure request” in the subject to have your account deleted. There is no delete-account button yet. |
| Withdraw consent | You can take back the consent you gave, at any time, as easily as you gave it. | See the next section. |
| Grievance redressal | You can complain and get an answer. | This page. |
| Nominate | You can name a person to exercise your rights if you die or cannot act yourself. | See the section on nominating someone. |
Withdrawing consent and asking for erasure
You do not have to write to us to take back some of your consent. You can do it yourself, and each of these takes effect at once:
- Stop the service acting on a website: set its access level to “No access”.
- Stop our access to your tools: disconnect the connection in Settings. The stored secret is erased.
- Stop all automation on your account: use the pause switch in Settings.
- Delete a website and everything about it: choose “Remove this website” in Settings.
To withdraw consent for everything, or to have your account deleted, write to us. We then stop using your personal data, delete it, and ask our service providers to delete what they hold for us, unless the law requires us to keep it. The law may, for example, require us to keep invoices and tax records.
Please know what this means. The service cannot work without the data it needs, so withdrawing consent for everything ends your account. Withdrawing does not undo what was lawfully done before. Changes already made to your website stay on your website, so undo any you want reversed from the Activity screen first.
Checking that it is you
To protect you, we act on a data request only when we are confident that it comes from the person it concerns. We usually do that by answering at the e-mail address of your account. If that is not enough, we may ask for something simple that only you would know, such as the website you added. We will never ask for your password or a government ID number for this.
Nominating someone
The Digital Personal Data Protection Act, 2023 lets you nominate another person to exercise your rights if you die or become unable to. To nominate someone, write to us from the e-mail address of your account with the nominee's name and contact details, and say that you are making a nomination. If you later change your mind, write to us again. When the time comes, the nominee can write to us and show that they are the nominee, and we will act as the law requires.
If we do not resolve it
You do not have to stay with us if you are not satisfied. You can take your complaint to:
- The Data Protection Board of India, for a data protection grievance, once the Board is constituted and operating, and after you have used our process first.
- A Consumer Commission that has jurisdiction, for a consumer complaint.
- The National Consumer Helpline: call 1915 or use consumerhelpline.gov.in.
- CERT-In, to report a cyber security incident.
- A court, where the law allows.
Nothing on this page limits your statutory rights, including a consumer's right to approach a Consumer Commission.
Using this process fairly
The Digital Personal Data Protection Act, 2023 also asks every Data Principal to follow some duties. We ask the same of everyone who writes to us:
- follow the laws that apply to you;
- do not impersonate another person;
- give only information that is verifiably authentic when you ask for a correction or an erasure;
- do not file false or frivolous complaints; and
- do not hide material information when you give data for an official document or service.
We may decline a request that breaks these duties, and we will say why.