1. Purpose

Meritza Classes ("Meritza Classes", "Platform", "we", "our", or "us") is committed to providing a professional, transparent, fair, and responsive mechanism for addressing grievances, complaints, concerns, disputes, and feedback raised by students, parents, guardians, mentors, and other users.

This Grievance Redressal Policy establishes the framework through which complaints may be submitted, reviewed, investigated, and resolved.

This Policy forms an integral part of the Meritza Classes Terms & Conditions and all related Platform policies.

2. Objectives

The objectives of this Policy are to:

• Provide a structured complaint-resolution mechanism.
• Promote transparency and accountability.
• Ensure concerns are reviewed fairly.
• Improve service quality.
• Protect the rights and interests of Platform users.
• Resolve disputes efficiently.
• Encourage good-faith communication.

Meritza Classes aims to address grievances promptly and professionally.

3. Who May Submit a Grievance

A grievance may be submitted by:

• Students
• Parents or guardians
• Mentors
• Prospective users
• Former users
• Authorized representatives
• Other individuals directly affected by Platform services

Anonymous complaints may be reviewed at the Platform's discretion.

4. Types of Grievances

Users may submit grievances relating to:

Service Quality

• Session-related concerns
• Scheduling issues
• Mentor performance concerns
• Communication issues

Payment Matters

• Billing concerns
• Payment disputes
• Transaction issues
• Payout concerns
• Refund-related concerns

Conduct Issues

• Harassment
• Misconduct
• Policy violations
• Unprofessional behavior

Child Safety Concerns

• Boundary violations
• Inappropriate communication
• Child protection concerns
• Safety-related complaints

Technical Issues

• Platform access issues
• Technology failures
• Session disruptions

Policy Concerns

• Enforcement disputes
• Suspension decisions
• Account restrictions

Other Legitimate Concerns

Any issue reasonably connected with Platform services.

5. Good-Faith Requirement

All grievances must be submitted honestly and in good faith.

Users shall not:

• Submit knowingly false complaints.
• Misrepresent facts.
• Submit fraudulent claims.
• Abuse grievance procedures.
• Use complaints to harass others.

Malicious or fraudulent complaints may result in disciplinary action.

6. How to Submit a Grievance

Grievances should be submitted through official communication channels.

Users should provide:

• Full name.
• Registered contact information.
• Description of the concern.
• Relevant dates.
• Supporting information.
• Any available evidence.

Incomplete complaints may require additional information before review.

7. Grievance Contact Details

Users should clearly identify communications as "Grievance" or "Complaint" where applicable.

8. Acknowledgement of Complaints

Meritza Classes shall make reasonable efforts to acknowledge receipt of a grievance within a reasonable period after submission.

Acknowledgement does not imply acceptance, approval, or validation of the complaint.

9. Review Process

Upon receipt of a grievance, Meritza Classes may:

• Review submitted information.
• Request additional documentation.
• Verify facts.
• Review Platform records.
• Review attendance logs.
• Review payment records.
• Review communications.
• Consult relevant parties.

The Platform reserves discretion regarding investigative procedures.

10. Investigation Rights

To evaluate grievances, Meritza Classes may:

• Conduct internal investigations.
• Request statements from involved parties.
• Examine account records.
• Review session data.
• Preserve evidence.
• Verify compliance with Platform policies.

All parties are expected to cooperate reasonably.

Failure to cooperate may affect the outcome of the review.

11. Interim Measures

Where necessary to protect users, Platform integrity, or child safety, Meritza Classes may implement temporary measures during investigations, including:

• Session suspension.
• Account restrictions.
• Temporary communication limitations.
• Mentor reassignment.
• Temporary service modifications.

Such measures do not constitute a final determination.

12. Resolution Options

Following review, Meritza Classes may determine an appropriate resolution, including:

• Clarification of circumstances.
• Corrective action.
• Warning notices.
• Service adjustments.
• Session rescheduling.
• Service credits.
• Refund consideration where applicable.
• Policy enforcement actions.
• Account restrictions.
• Account termination.

The selected resolution shall be determined based on the specific circumstances of the matter.

13. Child Safety Complaints

Complaints involving minors shall receive heightened attention.

Where child safety concerns arise, Meritza Classes may:

• Prioritize review.
• Conduct expedited investigations.
• Suspend involved accounts.
• Preserve evidence.
• Refer matters to authorities where required.

Protection of children shall remain the highest priority.

14. Payment and Refund Complaints

Complaints involving payments, refunds, billing, or financial matters shall be reviewed in accordance with:

• Refund & Cancellation Policy
• Payment & Payout Policy
• Terms & Conditions

Submission of a grievance does not automatically create a right to refund or compensation.

15. Confidentiality

Meritza Classes shall make reasonable efforts to maintain confidentiality during grievance reviews.

However, information may be disclosed where necessary to:

• Conduct investigations.
• Protect users.
• Comply with legal obligations.
• Protect Platform interests.
• Respond to lawful requests.

Complete confidentiality cannot be guaranteed in all circumstances.

16. No Retaliation

Meritza Classes prohibits retaliation against individuals who:

• Submit grievances in good faith.
• Cooperate with investigations.
• Provide evidence.
• Participate in reviews.

Retaliatory conduct may result in disciplinary action.

17. False or Malicious Complaints

Users who knowingly submit false complaints, fraudulent allegations, fabricated evidence, or malicious accusations may be subject to:

• Account restrictions.
• Suspension.
• Termination.
• Legal action where appropriate.

Good-faith complaints shall not be penalized merely because they are not substantiated.

18. Platform Discretion

Users acknowledge that Meritza Classes retains reasonable discretion regarding:

• Investigation methods.
• Evidence evaluation.
• Resolution measures.
• Enforcement actions.

The Platform shall exercise such discretion in good faith and in accordance with applicable law.

19. Limitation of Liability

To the fullest extent permitted by law, Meritza Classes shall not be liable for:

• Dissatisfaction with grievance outcomes.
• Delays caused by third parties.
• Incomplete information supplied by users.
• Outcomes arising from factors beyond Platform control.

Any liability remains subject to the limitations contained within the Terms & Conditions.

20. Record Retention

Meritza Classes may retain grievance records, supporting materials, communications, findings, and investigation records for legitimate business, legal, operational, compliance, and safety purposes.

Retention periods may vary depending on the nature of the matter.

21. Policy Modifications

Meritza Classes reserves the right to amend, revise, replace, modify, or update this Policy at any time.

Changes become effective upon publication unless otherwise specified.

Continued use of Platform services constitutes acceptance of revised versions.

22. Dispute Resolution

Users are encouraged to attempt good-faith resolution through the grievance process before initiating formal dispute proceedings.

Where disputes remain unresolved, the dispute resolution provisions contained in the Meritza Classes Terms & Conditions shall apply.

23. Governing Law

This Policy shall be governed by and construed in accordance with the laws of India.

Subject to applicable arbitration provisions, courts located in Delhi, India shall have exclusive jurisdiction.

24. Contact Information

25. User Acknowledgement

By using Platform services, users acknowledge that:

• They have read and understood this Policy.
• They agree to utilize grievance procedures in good faith.
• They understand the complaint-review process.
• They acknowledge that Meritza Classes retains discretion regarding investigations and resolutions.
• They agree to cooperate with grievance reviews and investigations.