Grievance Redressal Mechanism

Last updated: 26 May 2026 · Compliant with IT Rules, 2021 (as amended up to G.S.R. 120(E), 10.02.2026)

In accordance with Rule 3(2) and Rule 3(3) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules, 2021"), Creativehorns LLP, the entity operating PixelAPI (pixelapi.dev) and Lensora (Lensora — AI Photo, Video, 3D on Google Play), has appointed the Grievance Officer named below to receive and resolve user complaints relating to content hosted, transmitted, or generated through its computer resources.

1. Grievance Officer

2. Who can file a complaint, and against what

Any user of PixelAPI or Lensora, or any other person aggrieved by content hosted, transmitted, generated, or modified through these services, may file a complaint with the Grievance Officer. We accept complaints under all categories enumerated in Rule 3(1)(b) and Rule 3(3) of the IT Rules, 2021, including:

• Content that belongs to another person and to which the uploader has no right (Rule 3(1)(b)(i))
• Content that is obscene, pornographic, paedophilic, invasive of bodily privacy, or otherwise prohibited under Rule 3(1)(b)(ii)
• Content that is harmful to a child (Rule 3(1)(b)(iii)) — including any child sexual exploitative or abuse material (CSAM)
• Content that infringes patent, trademark, copyright, or other proprietary rights (Rule 3(1)(b)(iv))
• Content that impersonates another person (Rule 3(1)(b)(vi))
• Content that is, or contains, synthetically generated information (deepfake, voice clone, morphed image, face-swap, body-swap, AI-generated video) that violates any law for the time being in force (Rule 3(3))
• Content that falsely depicts a natural person or real-world event by misrepresenting identity, voice, conduct, action, or statement (Rule 3(3)(a)(i)(IV))
• Content in the nature of any non-consensual intimate imagery (NCII), or any material that exposes the private area of a person, shows them in full or partial nudity, or depicts them in any sexual act or conduct without their consent (Rule 3(2)(b))
• Content in the nature of any artificially morphed image of an individual (Rule 3(2)(b))
• Content that creates or generates a false document or false electronic record (Rule 3(3)(a)(i)(II))

3. Statutory response clocks

Complaint type	Acknowledgement	Action / resolution	Statutory basis
NCII / artificially morphed images — private-area exposure, full or partial nudity, sexual act or conduct, impersonation in electronic form, or any artificially morphed image	Within 1 hour	Removal or disabling of access within 2 hours from receipt of the complaint	Rule 3(2)(b)
Court order or direction from a lawfully authorised officer	Within 24 hours	Action within the timeframe specified in the order, and in any case not later than 36 hours	Rule 3(1)(d)
Synthetic content violating Rule 3(3)(a)(i) — CSAM, NCII, false document, false event depiction, weapons depiction	Within 24 hours	Removal as expeditiously as possible, and in any case within 36 hours	Rule 3(1)(cb) read with Rule 3(3)
All other Rule 3(1)(b) categories and general grievances	Within 24 hours	Resolution within 15 days from receipt of the complaint (we target 7 days)	Rule 3(2)(a)(i)
Appeal against an action taken by the Grievance Officer	Acknowledged on receipt	You may further appeal to the relevant Grievance Appellate Committee constituted under Rule 3A within 30 days of the Grievance Officer's decision	Rule 3A

4. Information to include in your complaint

1. Your full name, postal address, email address, and a contact phone number (we will not publish these)
2. A clear description of the content you are complaining about (URL on pixelapi.dev or Lensora, screenshot, job ID, file UUID embedded in our XMP/EXIF provenance metadata, or any other identifier that lets us locate the specific output)
3. The category of grievance (referencing Section 2 above if possible)
4. Your relationship to the content (e.g., "I am the person depicted", "I am the copyright holder", "I am the parent or guardian of the depicted child", "I am acting on behalf of...")
5. For impersonation, morphed-image, or NCII complaints: a statement, in good faith, that the depicted person has not consented to the content's creation, hosting, or distribution
6. A statement that the information furnished is true and correct to the best of your knowledge

We accept complaints in English and in any language specified in the Eighth Schedule to the Constitution of India. If you require assistance drafting a complaint, you may write to [email protected] and our team will help.

5. How we act on complaints under Rule 3(3) (synthetic content)

PixelAPI is a "computer resource which may enable, permit, or facilitate the creation, generation, modification, alteration, publication, transmission, sharing or dissemination of information as synthetically generated information" within the meaning of Rule 3(3) of the IT Rules, 2021. Accordingly, in addition to the takedown clocks above, we operate the following safeguards:

• Input-side blocking: automated technical measures (image safety checks, prompt classifiers, face-protection rules) refuse generation requests that would produce content prohibited under Rule 3(3)(a)(i) — CSAM, NCII, false documents, weapons, or material that falsely depicts a natural person.
• Output-side labelling: every image, video, audio, and 3D output emitted by PixelAPI carries the visible label "AI-generated · PixelAPI" baked into the visual frame (or, for audio, prefixed as a verbal disclosure) and a permanent embedded provenance identifier (XMP / EXIF / ID3 / ffmpeg metadata) including a per-job UUID that lets you identify the originating account if challenged. This is mandated by Rule 3(3)(a)(ii).
• No label removal: attempting to modify, suppress, or remove this label or metadata is itself a violation of Rule 3(3)(b) and our Terms, and will result in account termination.
• Provenance-driven takedown: if you supply the UUID embedded in an offending output, we can identify the originating account in under one hour and act under Section 3 above.

6. Appellate mechanism

If you are not satisfied with the Grievance Officer's decision, or if no decision is communicated to you within the timeframes above, you have the right to appeal to the Grievance Appellate Committee (GAC) constituted by the Central Government under Rule 3A of the IT Rules, 2021, within 30 days of the Grievance Officer's decision (or of the expiry of the response window). Filing details are published on the official MEITY portal at https://www.gac.gov.in.

7. Periodic compliance report

Creativehorns LLP publishes a monthly summary of grievances received and action taken on the same calendar month, in the form of an aggregate transparency report. Where the number of grievances is below a statistically meaningful threshold, the report will so state. The first report covering May 2026 will be published on or before 15 June 2026 at pixelapi.dev/transparency.

8. Contact summary

For all complaints, write to the Grievance Officer at [email protected]. Postal complaints should be addressed to The Grievance Officer, Creativehorns LLP, B4, Arunav, Sri Malani Colony, Tadbund, Hyderabad – 500009, Telangana, India.