Grievance Policy

AAG – Aapka Apna Game

Version: 1.0

Grievance Redressal

At AAG – Aapka Apna Game (“AAG”), operated by CELESTIALIT VERSE PRIVATE LIMITED, we are committed to providing a fair, transparent, and efficient grievance redressal mechanism for our users.

If you have any complaint regarding your account, payments, privacy, platform usage, content, or any other matter, you may submit a grievance through our official grievance system.

1. Grievance Officer

Officer Name

[To Be Appointed]

Designation

Grievance Officer

Company

CELESTIALIT VERSE PRIVATE LIMITED

Email

grievance@aagapp.com

Registered Office Address

[Company Registered Office Address]

2. Types of Complaints

Users may submit complaints relating to:

• Account Issues
• Login Problems
• Payment Issues
• Refund Requests
• Subscription Issues
• Privacy Concerns
• Data Protection Requests
• Coin Credit Issues
• Tournament Disputes
• Fair Play Violations
• Community Abuse
• Harassment
• Fake Profiles
• AAGVEER Issues
• Technical Problems
• Other Platform Complaints

3. How to Submit a Complaint

Complaints may be submitted through:

• In-App Help Centre
• Complaint Form
• Email to the Grievance Officer

Users should provide:

• Registered Mobile Number
• User ID
• Complaint Category
• Description of the Issue
• Date & Time (if applicable)
• Transaction ID (if applicable)
• Screenshots or Supporting Evidence (optional)

Incomplete complaints may require additional information before review.

4. Complaint Tracking

After a complaint is successfully submitted:

• A unique Complaint ID / Tracking ID will be generated.
• Users can track the status of their complaint through the Help Centre.
• Updates may also be communicated through email or in-app notifications.

5. Resolution Process

Every complaint follows a structured review process:

1. Complaint Received
2. Initial Verification
3. Investigation
4. Resolution
5. Closure

Where additional information is required, users may be contacted by the support team.

6. Response Timeline (SLA)

Our target response timelines are:

• Complaint Acknowledgement: Within 24 Hours
• Initial Review: Within 3 Business Days
• Standard Resolution: Within 7 Business Days
• Complex Investigations: Up to 15 Business Days, depending on the nature of the issue.

Some matters involving payment providers, banks, or regulatory authorities may require additional processing time.

7. Fair Investigation

Every complaint is reviewed objectively and fairly.

Submitting a complaint does not automatically guarantee:

• Refund Approval
• Account Restoration
• Policy Reversal
• Compensation

Each matter is assessed based on the available facts, evidence, and applicable Platform policies.

8. False Complaints

Users must not knowingly submit:

• False complaints
• Misleading information
• Forged documents
• Fraudulent evidence
• Repeated abusive complaints

Such conduct may result in restrictions on Platform access or other appropriate action.

9. Contact

Grievance Officer

CELESTIALIT VERSE PRIVATE LIMITED

Email: grievance@aagapp.com

Website: www.aagapp.com

Our Commitment

CELESTIALIT VERSE PRIVATE LIMITED is committed to handling every grievance fairly, confidentially, and within reasonable timelines. We continuously work to improve our services and appreciate user feedback that helps us build a better AAG experience.