At Brainiyo (brainiyo.in), we aim to provide a seamless learning experience for our students. However, if you face any issues, encounter content errors, or have concerns about data privacy, we have a formal grievance redressal system to help you resolve them quickly.
This policy describes our grievance resolution mechanism in compliance with the laws of India. It outlines how to contact our Grievance Officer, the timelines we commit to, and your rights if you need to escalate an issue.
1. Legal Framework
This Grievance Redressal Policy is published in accordance with the provisions of:
- Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
- The Digital Personal Data Protection (DPDP) Act, 2023 regarding user data concerns.
2. Designated Grievance Officer
If you have any complaints or concerns, you can contact our designated Grievance Officer directly. We have appointed a senior representative to oversee customer and data grievances:
Mr. Sameer Verma
Grievance Officer, Brainiyo EdTech Technologies
3. Types of Complaints Covered
Our Grievance Officer handles official complaints concerning the following areas:
- Privacy Violations: Concerns regarding unauthorized collection, handling, or processing of your personal data.
- Content Issues: Reporting copyright violations, offensive/incorrect solutions, or major typographical errors in our 100k+ question bank.
- Account Disputes: Accounts that were suspended or terminated incorrectly under our terms.
- Payment & Refund Issues: Unresolved billing errors, duplicate charges on Razorpay, or delays in receiving approved refunds.
- Data Rights Requests: Requests to access, correct, delete, or port your data under the DPDP Act 2023.
4. Complaint Submission Process
To file a formal complaint, please send an email to grievance@brainiyo.in using your registered email address. To help us process it quickly, please format your email as follows:
GRIEVANCE – [Type of Issue] – [User ID / Order ID]
Please include the following details in your email description:
- Your full name and contact number.
- The email address linked to your Brainiyo account.
- A clear, detailed description of the issue or dispute.
- Supporting documents or screenshots (such as payment receipts or content screenshots).
5. Response and Resolution Timelines
We are committed to resolving your concerns in a prompt and structured manner:
- Acknowledgement (Within 24 Hours): We will send a confirmation reply within 24 hours of receiving your email, containing a unique ticket reference number for tracking.
- Initial Investigation: Our support and legal team will investigate the complaint and may contact you if further details or clarifications are needed.
- Resolution (Within 30 Days): As mandated by the **Information Technology Rules, 2021**, we will resolve your grievance and communicate our final decision or action plan to you within **30 days** of receiving your complaint. *(Note: Most common disputes are resolved much faster, typically within 7–15 business days).*
6. Escalation and Consumer Rights
We make every effort to resolve grievances internally to your complete satisfaction.
However, if you feel your complaint has not been adequately addressed, or if we fail to resolve it within the statutory 30-day timeline, you have the right to escalate the matter. Under the **Consumer Protection Act, 2019**, you can file a complaint with the relevant Consumer Disputes Redressal Commission (Consumer Court) or approach the appropriate government consumer forums (such as the National Consumer Helpline).
7. Registered Office Address
For sending physical letters, legal notices, or formal documents, please write to our corporate office address:
Brainiyo EdTech Technologies
Connaught Place, New Delhi,
Delhi - 110001, India