Contact us

We would rather you reached a person than gave up. Everything below is a real, monitored channel with a stated response time. If you are not sure which one you need, write to general support and we will route it internally.

Who operates Neeli

Neeli is a product operated by XYRAVON STUDIOS LLP.

Neeli operates as an intermediary under the Information Technology Act, 2000, and as a Data Fiduciary under the Digital Personal Data Protection Act, 2023.

General support

For anything about the app itself — signing in, a call that would not connect, a feature that is not behaving, a question about how something works.

• Email: contact@neeliapp.com
• Phone: +91 77360 27140
• Hours: 10 am to 5 pm IST, seven days a week
• In app: Profile → More → Report a problem

We acknowledge support email within 48 hours and aim to resolve within 7 working days. Complex issues that need investigation may take longer, and we will tell you if that happens rather than going quiet.

Trust and safety

For anything about the conduct of another person on Neeli, including harassment, sexual content, solicitation, impersonation, threats, or a call that made you feel unsafe.

• Email: contact@neeliapp.com
• In app: the report button on any call, which is the fastest route because it attaches the call reference automatically

Reports involving safety are prioritised. We act on reports of prohibited content or behaviour within 24 hours of receiving them.

Anything involving a minor, non-consensual intimate imagery, or a credible threat to life is escalated immediately. See our Child Safety Standards for how that process works.

Privacy and your data

For access to your data, correction, erasure, withdrawal of consent, nomination, or any question about how your personal data is handled.

• Email: contact@neeliapp.com
• Data Protection Officer: Aman, contact@neeliapp.com

We respond to data-principal requests within 90 days, and usually much sooner. The Privacy Policy explains each right in detail, and Account and Data Deletion covers deletion specifically.

Billing and refunds

For a payment that did not go through, a duplicate charge, or anything that did not reach your account after you paid for it.

• Email: contact@neeliapp.com

We acknowledge billing queries within 48 hours and decide refund requests within 7 working days. See the Refund and Cancellation Policy for what is and is not refundable, and what information to include in your request.

Grievance Officer

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Grievance Officer for Neeli is:

Aman

• Designation: Grievance Officer
• Email: contact@neeliapp.com
• Address: 1st Floor, SP Castle, Farook College Road, Ramanattukara, Feroke, Kozhikode, Kerala 673633, India

The Grievance Officer will acknowledge your complaint within 24 hours and resolve it within 15 days of receipt. Complaints concerning content that exposes a person's private area, shows them in full or partial nudity, depicts them in a sexual act, or is impersonated or artificially morphed imagery, are acted upon within 24 hours.

Please include, where you can: your registered email address, the date and approximate time of the incident, the nickname of the other person, the call reference if you have it, and what outcome you are asking for.

Consumer grievances

For grievances under the Consumer Protection (E-Commerce) Rules, 2020, write to contact@neeliapp.com. We will acknowledge within 48 hours and redress the grievance within one month of receipt.

Child safety contact

For law enforcement, regulators, platform partners and anyone reporting child sexual abuse or exploitation:

• Email: contact@neeliapp.com

This address is monitored specifically for child-safety escalations. Please do not use it for general support, or it will slow down the reports that need it.

Law enforcement requests

Lawful requests for user information or content removal should be sent to contact@neeliapp.com on official letterhead, citing the legal provision relied upon. We respond to valid orders from an authorised authority with jurisdiction, and we tell affected users where the law permits us to.

What we cannot do

• We cannot dispatch emergency services. Call 112.
• We cannot provide medical, psychological, legal or financial advice.
• We cannot disclose the outcome of enforcement action taken against another person's account, because that is their personal data.
• We cannot restore an account deleted at your request. Deletion is permanent.