Grievance Redressal Policy

1. Introduction

At Divyaability Foundation, we are committed to providing a safe, accessible, and positive experience for every user. We value your feedback and take every complaint, concern, or suggestion seriously.

This Grievance Redressal Policy explains how you can report a problem related to our website, courses, scribe services, donations, payments, certificates, or any other service provided through our platform.

Divyaability Foundation is a registered non-profit organisation under Section 8 of the Companies Act, 2013. We are committed to reviewing every genuine grievance fairly and helping users resolve issues as quickly as reasonably possible.

2. What Is a Grievance?

A grievance is any complaint, concern, or issue related to the services or features available on our website.

Examples of grievances may include:

• Payment or transaction related issues.
• Problems accessing purchased courses.
• Scribe service related concerns.
• Certificate generation or download issues.
• Account login or technical problems.
• Accessibility related concerns.
• Questions regarding donations or other services.

3. How to Submit a Complaint

If you experience any issue while using our website or services, you can contact our support team by sending an email to our official support address.

You may also use the contact form available on our website to submit your grievance.

4. Information to Include

To help us review your grievance more quickly, please include as much relevant information as possible when contacting us.

Helpful information may include:

• Your full name.
• Your registered email address.
• A clear description of the issue.
• Transaction ID, if your complaint is related to a payment.
• Screenshots or supporting documents, where applicable.

Providing complete information helps us understand and resolve your concern more efficiently.

5. Response Timeline

We aim to acknowledge every genuine grievance as soon as reasonably possible after it has been received.

Most grievances are reviewed and resolved within a reasonable time. The exact resolution time may vary depending on the nature and complexity of the issue.

If additional information or verification is required, our team may contact you using your registered email address before completing the review.

6. Complaint Review Process

Every grievance submitted to Divyaability Foundation is reviewed fairly and individually.

Depending on the nature of your complaint, we may review payment records, account information, service details, screenshots, supporting documents, or other relevant information to better understand the issue.

Where appropriate, we may contact you to request additional information before making a final decision.

Our goal is to provide a fair, transparent, and timely resolution for every genuine grievance.

7. User Responsibilities

When submitting a grievance, users are expected to provide accurate information and cooperate with our support team throughout the review process.

Please avoid submitting duplicate complaints for the same issue unless you have additional information that may help with the review.

We request all users to communicate respectfully with our team so that every concern can be handled efficiently and fairly.

8. Changes to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our services, website features, operational processes, or applicable legal requirements.

The latest version of this policy will always be available on this page together with the updated revision date.

We encourage users to review this page occasionally to stay informed about any updates.

9. Contact Us

If you have any questions about this Grievance Redressal Policy or wish to submit a complaint, our support team will be happy to assist you.