Grievance Redressal

Reports about a short link, and complaints about the Service and billing, are handled by our Grievance Officer, whose contact details are published below. Every complaint is read by a person.

Please write from an email address we can reply to. We do not charge any fee for raising or processing a complaint.

The Grievance Officer also handles complaints about the Service itself: your account, a paid plan, a charge, a cancellation, a refund, or a feature your plan includes. For a quick fix, such as a cancellation or a refund under our Cancellation & Refund Policy, write to support@shorturl.so first; we reply within the time your plan lists (at most 24 hours). If that does not resolve it, or you would rather go straight to the Grievance Officer, write to grievances@shorturl.so from your account's email address, or the one you paid with, and include the date and amount of any payment or its Paddle order id.

The same timelines apply as for a report about a link: we acknowledge a complaint within 24 hours and resolve it within 15 days, telling you what we did.

Use this channel to report a short link that:

• Leads to malware, phishing, or any attempt to obtain credentials or payment details by deception.
• Leads to content that is unlawful, including child sexual abuse material, content that incites violence, or content that is obscene or defamatory.
• Infringes your copyright, trademark, or other intellectual property.
• Impersonates you, your business, or ShortURL itself.
• Discloses your private or personal information without your consent.
• Is being used to send spam or unsolicited commercial messages.

You do not need a ShortURL account to report a link, and you do not need to be the person the content is about.

Fill this in and it will open in your own email app with everything already written out. The report is sent by your email app when you press send, not by this page, so you keep a copy of exactly what you reported.

You can also write to grievances@shorturl.so directly. The form simply saves you working out what to include. If you have a screenshot or any other evidence, attach it to the email before you send it.

These are the timelines we work to:

• Within 24 hours: we acknowledge your complaint.
• Within 15 days: we resolve it and tell you what we did.
• Within 36 hours: we act on a valid order from a court or an authorised government agency.
• Within 24 hours: we remove content in the nature of sexual imagery, including artificially generated imagery, on a complaint from the person affected or someone acting for them.

Where a complaint is urgent and clearly made out, such as phishing or child sexual abuse material, we disable the link first and look into it afterwards. If you are reporting child sexual abuse material, please also report it to law enforcement. Disabling a short link does not remove the content it pointed at.

A disabled link stops redirecting and returns a not found page. We keep the report itself so that we can account for the action if we are asked about it later.

We do not pass your name or your email on to the person who created the link. If we contact them about a link we have disabled, we describe what was removed, not who reported it.

Write to grievances@shorturl.so with the short link and why you believe it should be restored. We will reconsider it and reply. If you remain dissatisfied, you may approach the Grievance Appellate Committee established under the Information Technology Rules, or any other remedy available to you in law.