Grievance Redressal Policy

Last Updated: June 2026

Welcome to Shikshayam – Digital Learning Platform, owned and operated by DEBI EDUCATION (OPC) PRIVATE LIMITED. We are committed to providing quality educational services and maintaining transparency, fairness, and accountability in our interactions with users. This Grievance Redressal Policy outlines the procedures through which users may raise concerns, complaints, or grievances regarding our services and how such grievances are handled.

We believe that effective grievance management helps improve services, strengthen trust, and ensure a positive experience for learners, parents, educators, and institutions. This policy should be read together with our Terms and Conditions, Privacy Policy, Refund and Cancellation Policy, Disclaimer Policy, and other applicable policies.

Commitment to User Satisfaction

DEBI EDUCATION (OPC) PRIVATE LIMITED is committed to addressing genuine concerns in a fair, transparent, and professional manner. We continuously strive to improve user experiences and provide reasonable assistance wherever possible.

Our grievance handling principles are based upon:

Transparency and accountability.
Professional and respectful communication.
Fair and impartial review.
Timely handling of concerns.
Continuous service improvement.
User-centric support mechanisms.

Scope of Grievances

This policy applies to complaints and concerns arising from the use of Shikshayam – Digital Learning Platform, including website services, mobile applications, subscriptions, digital resources, and associated educational services.

Users may raise concerns relating to:

Account-related issues.
Subscription and payment concerns.
Technical difficulties.
Content accessibility problems.
Privacy-related concerns.
Copyright and intellectual property complaints.
Account deletion requests.
Communication and support issues.
General service dissatisfaction.

Types of Complaints

Grievances may include, but are not limited to, the following categories:

Technical and system-related complaints.
Payment and transaction concerns.
Subscription and access issues.
Educational content-related concerns.
Privacy and personal data issues.
Intellectual property complaints.
Fraud and security concerns.
Customer support dissatisfaction.
Suggestions and feedback.

Methods for Raising Grievances

Users are encouraged to communicate concerns through official communication channels. Proper and complete information helps us investigate issues more effectively.

Users may raise grievances through:

Official support email.
Information email.
Website support channels.
Customer support assistance.
Future in-app support mechanisms.
Other officially recognized communication channels.

Users are encouraged to provide:

Name and account details.
Transaction references, where applicable.
Description of the issue.
Supporting documents or screenshots.
Relevant communication history.

User Responsibilities

Users are expected to submit complaints honestly, accurately, and in good faith. Misleading, abusive, fraudulent, or malicious complaints may adversely affect the grievance handling process.

Users are expected to:

Provide accurate information.
Communicate respectfully.
Cooperate during investigations.
Submit genuine concerns.
Avoid misuse of grievance mechanisms.

Good Faith Principle

DEBI EDUCATION (OPC) PRIVATE LIMITED values constructive feedback and encourages users to raise concerns in good faith. Every reasonable effort is made to review complaints fairly and professionally while maintaining the interests of all stakeholders.

Submission of grievances does not automatically imply acceptance of claims or guarantee specific outcomes. All complaints are subject to verification, applicable laws, operational limitations, and internal review procedures.

Complaint Handling Procedure

DEBI EDUCATION (OPC) PRIVATE LIMITED is committed to reviewing genuine complaints in a fair, transparent, and professional manner. Every grievance received through official communication channels is subject to appropriate examination and internal review procedures.

The grievance handling process may generally involve:

Receipt and acknowledgment of complaints.
Preliminary verification of information.
Review and investigation of the issue.
Collection of supporting information where necessary.
Internal assessment and evaluation.
Communication of responses or resolutions where applicable.

The complexity and nature of complaints may affect the duration and scope of the review process.

Response Timelines

We strive to acknowledge and review grievances within a reasonable period. Response times may vary depending upon operational workload, complexity of issues, availability of supporting information, and external factors beyond our control.

While every effort is made to provide timely responses, immediate resolution cannot always be guaranteed.

Simple requests may be addressed promptly.
Complex matters may require additional investigation.
Certain complaints may involve third-party verification.
Legal or technical issues may require extended review.

Investigation Process

Where appropriate, grievances may be investigated through technical analysis, transaction verification, account reviews, communication records, and other reasonable mechanisms.

Investigations may involve:

Review of account activities.
Verification of transactions.
Technical assessments.
Communication history analysis.
Review of supporting documents.
Consultation with relevant departments.

Users are expected to cooperate and provide relevant information wherever necessary.

Escalation Mechanism

If a grievance requires further examination, it may be escalated internally to appropriate personnel or departments for additional review.

Escalation mechanisms are intended to facilitate fair consideration and improve the quality of responses. Escalation does not imply automatic acceptance of claims or guarantee any specific outcome.

Technical and System-Related Complaints

Users may report technical concerns relating to login difficulties, application errors, synchronization issues, content accessibility problems, device compatibility concerns, and other platform-related matters.

Technical complaints are reviewed on a reasonable efforts basis and may depend upon software limitations, third-party services, and operational requirements.

Payment and Transaction Complaints

Users may contact us regarding payment verification, duplicate transactions, subscription activation concerns, and other transaction-related matters.

Certain payment issues may require coordination with payment gateways, financial institutions, or third-party service providers. Accordingly, timelines for resolution may vary depending upon circumstances beyond our direct control.

Privacy and Data Protection Complaints

Users who have concerns regarding personal information, privacy practices, or handling of data may submit grievances through official communication channels.

Such concerns are reviewed in accordance with our Privacy Policy, applicable laws, and internal information security procedures.

Copyright and Intellectual Property Complaints

DEBI EDUCATION (OPC) PRIVATE LIMITED respects intellectual property rights and encourages reporting of genuine copyright and trademark concerns.

Complaints relating to unauthorized copying, misuse of intellectual property, infringement, or improper distribution of educational resources may be reviewed and investigated where appropriate.

Account Deletion and Subscription Disputes

Users may raise concerns relating to account deletion requests, subscription access, premium services, and related matters.

Such grievances shall be reviewed in accordance with applicable policies including our Account Deletion Policy, Refund and Cancellation Policy, and Terms and Conditions.

Communication During Grievance Resolution

Throughout the grievance handling process, users are encouraged to maintain respectful and constructive communication. DEBI EDUCATION (OPC) PRIVATE LIMITED endeavors to communicate responses and updates wherever reasonably possible.

The absence of immediate communication shall not necessarily indicate rejection or neglect of grievances, as certain matters may require extended verification and review procedures.