Grievance Redressal – BookCineSpace

1. Our Commitment

BookCineSpace, operated by Romaa Entertainments, is committed to providing a transparent, fair, and responsive grievance redressal mechanism for all users of our Platform. We believe every complaint is an opportunity to improve our services and to ensure our customers and hosts are treated with respect and fairness.

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 issued under the Information Technology Act, 2000, BookCineSpace has appointed a designated Grievance Officer to address complaints and concerns from users. All complaints received will be acknowledged and resolved within the prescribed timeframe.

Response Commitment: BookCineSpace will acknowledge your complaint within 24 hours of receipt and endeavour to resolve all complaints within 30 days from the date of receipt, as mandated under Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021.

Our grievance mechanism covers complaints relating to bookings, payments, venue experiences, content on the Platform, data privacy, and any other matters arising from your use of BookCineSpace services.

2. Grievance Officer

The following individual has been designated as the Grievance Officer for BookCineSpace in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

Grievance Officer — Statutory Contact Details

Officer Name: Ranjith R (Grievance Redressal Officer)
Designation: Nodal Grievance & Compliance Officer
Entity / Company: Romaa Entertainments (operating as BookCineSpace)
Postal Address: Romaa Building, Irulapalayam Road, Chembarambakkam, Chennai, Tamil Nadu – 600124, India
Official Email: ranjith@gm-care.in / grievance@bookcinespace.in
Contact Phone: +91 9344908711
Working Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
(Excluding National & State Public Holidays)
Statutory Resolution Timelines: Formal Acknowledgement within 24 hours; Full Redressal and Resolution within 15 days of receipt (in compliance with Rule 3(2) of Information Technology Rules, 2021 and Section 5(3)(a) of Consumer Protection (E-Commerce) Rules, 2020).

All communications directed to the Grievance Officer are treated as strictly confidential. The Grievance Officer operates independently to ensure impartial review of all complaints. BookCineSpace ensures the Grievance Officer details are prominently displayed and kept current on this page, as required by the IT Rules 2021.

3. How to File a Complaint

To file a grievance with BookCineSpace, please follow these steps:

Compose your complaint email
Send an email to grievance@bookcinespace.in from your registered email address. Using your registered email helps us verify your identity and locate your account quickly.
Use the correct subject line format
Format your subject line as: Grievance: [Brief Description of Your Issue]
For example: Grievance: Payment Deducted but Booking Not Confirmed or Grievance: Data Deletion Request
Include your Booking ID (if applicable)
If your complaint relates to a specific booking, include your Booking Reference ID (found in your booking confirmation email or under "My Bookings" in your account). This helps us locate your transaction immediately.
Describe your issue clearly
Provide a clear and complete description of your complaint, including: what happened, when it occurred, what outcome you expected, and what you are requesting as a resolution.
Attach supporting evidence (if any)
Attach any relevant screenshots, receipts, photographs, or documents that support your complaint. This helps us investigate your issue more efficiently.
Await acknowledgement
You will receive an acknowledgement email within 24 hours confirming that your complaint has been received and assigned a reference number. Our Grievance Officer will then investigate and respond substantively within 30 days.

Please Note: Complaints submitted via social media, third-party review platforms, or informal channels may not be formally tracked under our grievance process. For a formal resolution, always use grievance@bookcinespace.in.

4. Complaint Categories

BookCineSpace accepts complaints across all aspects of our service. Common complaint categories include:

Booking Disputes

Booking not confirmed despite payment, incorrect slot details, double booking, or Host cancellation issues.

Venue Quality Issues

Listed amenities not available, cleanliness concerns, equipment malfunctions, or discrepancies from the listing description.

Payment Problems

Refunds not received within the stated timeline, incorrect charges, duplicate deductions, or payment failure handling.

Privacy & Data Requests

Requests to access, correct, or delete your personal data; concerns about how your data is being processed or shared.

Content Concerns

Reporting misleading or inaccurate Venue listings, fraudulent reviews, or inappropriate content on the Platform.

Any Other Concern

Any other complaint, suggestion, or feedback relating to your experience with the BookCineSpace Platform or our team.

5. Escalation

BookCineSpace is committed to resolving all complaints within 30 days. However, if you are not satisfied with the resolution provided by our Grievance Officer, or if you have not received a response within 30 days of lodging your complaint, you may escalate the matter through the following channels:

Consumer Forum (NCDRC / State / District): You may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. The National Consumer Disputes Redressal Commission (NCDRC) may be accessed at ncdrc.nic.in. State and District Commissions are also available based on the value of your claim and your location.
Data Protection Board of India (DPDPB): For complaints specifically relating to the processing of your personal data in violation of the Digital Personal Data Protection (DPDP) Act, 2023, once the Data Protection Board is constituted and operational, you may lodge a complaint with the Board as provided under that Act.
MeitY Grievance Portal: For complaints relating to the Platform's compliance with the Information Technology Act, 2000 and associated Rules (including the IT Intermediary Guidelines), you may approach the Ministry of Electronics and Information Technology (MeitY) through its designated online grievance portal.
Cyber Crime Portal: For complaints involving online fraud, cyber crime, or other offences under the IT Act, you may file a complaint at cybercrime.gov.in operated by the Ministry of Home Affairs.
Courts: Disputes that remain unresolved after exhausting the above channels are subject to the exclusive jurisdiction of the competent courts in Chennai, Tamil Nadu, India as set out in our Terms and Conditions.

6. DPDP Act 2023 — Data Rights Requests

The Digital Personal Data Protection (DPDP) Act, 2023 grants you specific rights over your personal data. BookCineSpace, as a Data Fiduciary, facilitates the exercise of these rights through the dedicated process described below.

Rights available to you as a Data Principal:

Right to Access: Obtain a summary of the personal data we hold about you and how it has been processed.
Right to Correction & Completion: Request that we correct inaccurate or update incomplete personal data.
Right to Erasure: Request deletion of personal data that is no longer necessary for the purpose it was collected, subject to our legal retention obligations (e.g., 7-year GST record retention).
Right to Grievance Redressal: Lodge a formal complaint about how your data is being handled and receive a response within the prescribed period.
Right to Nominate: Designate another individual to exercise your data rights in the event of death or incapacity.
Right to Withdraw Consent: Withdraw previously given consent for optional data processing (marketing emails, analytics cookies) at any time without affecting the lawfulness of processing prior to withdrawal.

How to submit a DPDP data rights request:

Send your request by email
Email grievance@bookcinespace.in from your registered email address.
Use the correct subject line
Format: DPDP Data Rights Request – [Access / Correction / Erasure / Nomination / Consent Withdrawal]
Provide identity verification details
Include your full name, registered email address, registered phone number, and any other details needed to verify your identity. We may request additional verification before acting on erasure requests.
Describe your specific request
Clearly state what you are requesting — for example: "I request a copy of all personal data BookCineSpace holds about me" or "I request deletion of my account and all associated personal data."

Processing Time: We will acknowledge your request within 72 hours and complete action within 30 days of receipt.

Important: Certain data (such as GST-mandated booking records) cannot be erased before the legally required 7-year retention period. We will inform you of any such limitations when responding to your request.

Unsatisfied with our response? You may escalate to the Data Protection Board of India (DPDPB) once the Board is constituted and operational under the DPDP Act 2023.