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Grievance and Customer Support Policy

TYCHR PRIVATE LIMITED

1. Introduction

This Grievance and Customer Support Policy explains how TYCHR PRIVATE LIMITED ("TYCHR", "we", "us", "our") handles complaints, grievances, and customer support requests. It is prepared with reference to the Information Technology Act, 2000 and the rules made under it, and the Digital Personal Data Protection Act, 2023.

Important: Where the student is under 18 years of age, "you" means the parent or lawful guardian who entered into the agreement on the student's behalf.

2. Our Commitment

We are committed to:

a. providing a readily available means of raising a complaint or grievance;

b. acknowledging every complaint promptly;

c. investigating fairly and impartially;

d. resolving complaints within a reasonable time;

e. keeping you informed of progress;

f. learning from complaints to improve our Services.

3. How to Raise a Support Request

For general support, service queries, scheduling issues, or questions about your account:

We aim to acknowledge support requests promptly and resolve them within a reasonable time.

4. How to Raise a Grievance

For formal grievances, including complaints about:

Please contact:

Grievance Officer

Email: contact@tychr.com

5. What to Include in Your Grievance

To help us investigate and resolve your grievance quickly, please include:

a. Your name and registered email address

b. Student name (if different)

c. Invoice number, Order reference, or account details

d. A clear description of the issue

e. Dates, times, and names of any persons involved

f. Any supporting documents (screenshots, emails, recordings references)

g. The outcome you are seeking

h. Your preferred contact method and times

6. Our Grievance Process

6.1 Acknowledgement

We will acknowledge your grievance promptly after receipt.

6.2 Investigation

We will investigate the matter, which may include:

6.3 Response

We will provide a substantive response within a reasonable time of receipt of the grievance, unless the investigation requires more time, in which case we will inform you of the delay and the expected timeline.

6.4 Resolution

Where a grievance is upheld, we will take appropriate remedial action, which may include:

6.5 Closure

We will confirm the resolution in writing and close the grievance. If you are not satisfied, you may escalate (see Section 7).

7. Escalation

If you are not satisfied with the response from your coordinator or the Grievance Officer, you may escalate to:

Escalation Contact

Email: contact@tychr.com

We aim to acknowledge escalations promptly and resolve them within a reasonable time.

8. Data Protection Grievances

For grievances relating to personal data, privacy, or your rights under the Digital Personal Data Protection Act, 2023:

a. Contact the Grievance Officer at contact@tychr.com.

b. We will acknowledge promptly and resolve within the timelines required by law.

c. If you are not satisfied with our response, you may complain to the Data Protection Board of India in the manner prescribed under the DPDP Act.

d. Your rights include access, correction, erasure, grievance redressal, nomination, and withdrawal of consent. See our Privacy Policy for details.

9. Safeguarding Concerns

For any concern about the safety or well-being of a student, or about the conduct of a tutor or staff member:

We treat safeguarding concerns as urgent. We will acknowledge immediately and take appropriate action, which may include suspending the tutor or staff member pending investigation.

Where required by law, we will report the matter to the relevant authorities.

10. Academic Integrity Concerns

For concerns about academic integrity, including suspected misconduct:

We will investigate in accordance with our Terms and Conditions and may suspend or terminate Services without refund if misconduct is established.

11. Billing and Payment Grievances

For grievances about invoices, payments, refunds, or TDS:

Please include the invoice number, payment reference, and amount in dispute. We will reconcile the matter and respond within a reasonable time.

12. Complaints About Services

a. Raise service complaints with your coordinator or at contact@tychr.com.

b. If unresolved, escalate to contact@tychr.com.

c. We aim to acknowledge promptly and resolve within a reasonable time.

13. Record Keeping

a. We maintain records of grievances, investigations, and resolutions for a reasonable period from closure, or longer where required by law.

b. Records are kept confidential and are accessible only to staff who need them to investigate and resolve the matter.

c. Records may be used to improve our Services and to evidence compliance.

14. Frivolous or Repetitive Complaints

a. We ask that you do not register a false or frivolous grievance or complaint.

b. Where a grievance is manifestly unfounded or repetitive, we may:

c. This does not affect your right to raise a genuine grievance.

15. Changes to This Policy

a. We may update this Grievance and Customer Support Policy to reflect changes in our practices, Services, or applicable law.

b. The updated version will be posted on the Platform with a new effective date.

c. Where a change materially affects your rights, we will give you reasonable advance notice by email or through the Platform.

16. Contact

TYCHR PRIVATE LIMITED

Email: contact@tychr.com

By purchasing or receiving any Services from us, you acknowledge that you have read and understood this Grievance and Customer Support Policy.

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