Grievance Officer

If something here has frightened you, or somebody has asked you for money, write to safety@freehug.me instead. That is a separate desk, it is read first, and nothing on this page applies to it — asking another member for money gets somebody removed the same day, not in fifteen.

If today is a hard one, this is not the page for it and we are not a helpline. The people who do that properly are here, and they are there now.

Most things are not a grievance yet. A payment, a refund, a membership that did not start, a question about what something costs — write to care@freehug.me and a person answers within one working day. This page is for when that has been tried and has not worked.

• Name: Manish Jagdish Thatte
• Designation: Grievance Officer and Sole Director, Saptarang Ventures (OPC) Private Limited
• Email: care@freehug.me — begin the subject line with Grievance so it is routed as one rather than read as ordinary support
• Postal address: C-102, Acropolis Apartments, Thatte Nagar, Nashik 422005, India

There is one general address rather than two, and the subject-line marker is what separates the queue. A second address that forwarded to the first would be a longer way of saying the same thing, and this site has already learned what it costs to publish a support address that nobody reads.

The postal address is a registered office. Nothing sold here arrives or leaves by post — see Delivery — so please do not send anything to it.

• A payment, an invoice or a refund that has not been resolved.
• A membership that was paid for and did not start, or did not do what the pricing page said it would.
• An account removed, suspended or restricted, where you believe it should not have been.
• How another member has behaved, where telling us once has not changed it.
• How your personal data has been handled — the privacy policy says what is held, and deleting your data is immediate and needs no grievance at all.
• Anything published on this site that you believe is inaccurate or infringes your rights.

• What happened, and what you have already tried.
• Roughly when you paid, if it is about money. You do not need a reference number.
• What you would consider a fair resolution.
• Any correspondence so far, pasted in.

Write from the address on your account where you can. It is how we know it is you, and it saves an exchange asking.

• Acknowledged within 24 hours, with a reference you can quote back.
• Decided within 15 days, with the reason for it in writing — whether the answer is yes or no. We do not go quiet on a no.
• Any refund agreed is raised with the payment processor within 3 days of that decision. How long it then takes to reach you is on the refund page, because it is the processor’s timetable rather than ours.

Where something genuinely cannot be settled inside fifteen days, you are told that, and told when to expect an answer, rather than left with silence.

freehug.me is owned and operated by Saptarang Ventures (OPC) Private Limited, CIN U43900MH2023OPC413456, a company registered in India. It is also the company that collects and refunds any payment made here, so a grievance about money is answered by the party holding it rather than passed along.

It is a One Person Company and the Grievance Officer is its sole director. That is said plainly rather than dressed up as a department: you are writing to the person who can actually decide, and there is no escalation above him inside the company. Your ordinary legal remedies are unaffected by anything on this page.

Operated by Saptarang Ventures (OPC) Private Limited · CIN U43900MH2023OPC413456