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Grievance Redressal

Last updated 2026-09-26

If something has gone wrong, we want to fix it quickly. You can use the online grievance form at any time. You get a ticket number straight away, in the form GRV-YYYY-NNNNNN, and you can follow your ticket on the "Track a request" page.

1. Contact support first

Many problems are solved fastest by support: [[support@synaptova.com]] · [[+91-XXXXXXXXXX]] · Monday–Saturday, 10:00–18:00 IST.

2. Grievance Officer

If support has not resolved your issue, or your complaint is about your personal data, write to:

[[NAME]], Grievance Officer [[LEGAL ENTITY NAME, e.g. Synaptova Learning Private Limited]], [[REGISTERED ADDRESS, Bengaluru, Karnataka, India]] Email: [[grievance@synaptova.com]] · Phone: [[+91-XXXXXXXXXX]]

You do not have to contact support first. You can go straight to the Grievance Officer.

3. Our timelines

  • Ticket number: given as soon as you submit the online form. If you write by email, we give you a ticket number in our reply.
  • Acknowledgement: within 48 hours of receiving your complaint.
  • Resolution of consumer complaints (for example refunds, billing, access, or the course not being as described): within one month of receipt, as the Consumer Protection (E-Commerce) Rules, 2020 require of e-commerce entities.
  • Requests and complaints about your personal data: we aim to answer within 30 days. Once the DPDP Rules start, the legal limit is 90 days at most, and we will not go beyond it. See Privacy Policy and Your data rights.
  • We tell you the outcome and our reasons in writing. If we cannot give you what you asked for, we explain why and tell you where else to go.

4. If you are still not satisfied

  • Consumer complaints: National Consumer Helpline, 1915, or consumerhelpline.gov.in. You can also file with a consumer commission through the e-Jagriti portal of the Department of Consumer Affairs. [[confirm e-Jagriti web address before launch]] You can do this at any time, even without using our process first.
  • Personal data complaints: the Data Protection Board of India, once you have used our grievance process and once the Board is operating. At the time of writing the Board is set up in law but has no members yet, so it cannot hear complaints. Until it does, write to us and use consumer remedies where they apply.
  • Copyright concerns: see Copyright and Takedown.

5. Our promise on how we treat complaints

We will not ask you to pay, sign a waiver or take down a review as a condition of dealing with a complaint.