Grievance Redressal Policy

1. Introduction

At Divyaability Foundation, we are committed to providing a seamless and supportive experience for all our users. We value your feedback and take every concern seriously. This Grievance Redressal Policy is designed to provide a transparent and time-bound mechanism to resolve any complaints you may have while using our platform—whether it's about our courses, scribe services, or donations.

2. What is a Grievance?

A "Grievance" is any formal complaint regarding the services provided on our platform. Examples of issues you can report include:

• Payment Issues: Amount deducted but course not unlocked, or duplicate transaction errors.
• Service Deficiencies: Issues with scribe assignment, volunteer behavior, or certificate generation.
• Technical Problems: Persistent bugs, login failures, or dashboard accessibility issues.
• Account Concerns: Unauthorized access or privacy-related complaints.
• Content Disputes: Complaints regarding the quality or accuracy of educational materials.

5. Our Response Timeline

We value your time and aim for a swift resolution:

• Acknowledgement: You will receive an automated or manual acknowledgement within 24 to 48 hours of filing your complaint.
• Resolution: We strive to resolve all grievances within 3 to 7 working days. If the issue is complex (e.g., bank-side payment investigations), it may take longer, but we will keep you updated.

6. Escalation Matrix

If you are not satisfied with the initial response or resolution provided by our support team, you can "Escalate" the matter. Simply reply to the existing email thread and request an escalation. Your case will then be reviewed by a senior member of the Divyaability Foundation team for a final decision.

7. System Integrity & Misuse

While we are here to help, please note that false, malicious, or abusive complaints will not be entertained. If a user is found to be repeatedly misusing the grievance system to harass staff or other users, Divyaability Foundation reserves the right to suspend the user's account without a refund.

8. Your Responsibility & Legal Compliance

Cooperation: To resolve your issue effectively, we may ask for additional information or documents. Your cooperation is essential for a timely resolution.
Legal Compliance: This policy is framed to ensure fair treatment of our users and is in accordance with the consumer protection and IT regulations applicable in India.