Introduction
At SkillifyEdu, we are committed to maintaining transparency, accountability, and high standards of service while providing our users with a reliable and accessible learning experience.
We recognize that users may occasionally encounter concerns, difficulties, or dissatisfaction in connection with our courses, educational content, platform services, payment processes, or customer support. We consider such feedback an important part of improving our services and ensuring user satisfaction.
This Grievance Redressal Policy establishes a structured mechanism through which users can submit complaints, seek clarification, and obtain appropriate resolutions. All grievances will be handled fairly, objectively, and within a reasonable timeframe.
Scope of the Policy
This policy applies to all users, including students, learners, customers, and other individuals who access or use the services offered through the SkillifyEdu platform.
The policy covers grievances relating to, but not limited to, the following:
- Courses and Educational Content: Concerns regarding course availability, course quality, learning materials, course access, video content, eBooks, and instructor-led sessions.
- Registration and Account Management: Issues relating to user registration, account verification, login credentials, account access, and profile management.
- Payments and Billing: Complaints concerning payment failures, duplicate transactions, incorrect charges, payment confirmations, invoices, and applicable refunds.
- Platform and Technical Issues: Difficulties relating to website accessibility, technical errors, course enrolment, content access, and other platform-related functionalities.
- Customer Support: Concerns regarding delays, communication, service quality, or assistance provided by our support team.
- Privacy and Data Protection: Complaints concerning the handling, processing, or protection of personal information, subject to applicable laws and policies.
- Other Service-Related Matters: Any other concern arising from the use of SkillifyEdu services.
Submission of Grievances
Users who wish to raise a grievance may contact the SkillifyEdu Support Team through the official communication channels provided below.
To facilitate an effective review and resolution, users are requested to provide the following information:
- Full name of the complainant.
- Registered email address and contact number.
- Relevant order ID, transaction reference number, or course details, wherever applicable.
- A clear description of the grievance, including the nature of the issue.
- Date and approximate time of the incident, wherever applicable.
- Relevant supporting documents, payment receipts, screenshots, or other evidence, if available.
Users are encouraged to provide complete and accurate information to help us investigate the matter efficiently.
Grievance Redressal Procedure
SkillifyEdu follows a systematic grievance-handling process to ensure that complaints are acknowledged, reviewed, and addressed appropriately.
Step 1Receipt and Acknowledgement
Upon receiving a grievance through our designated communication channels, our support team will register the complaint and acknowledge its receipt within 2 business days.
Step 2Review and Assessment
The concerned team will examine the grievance, verify the information provided, and review relevant records or transactions, wherever necessary. Additional information or clarification may be requested from the complainant to facilitate the investigation.
Step 3Investigation and Resolution
Based on the nature and complexity of the grievance, the matter will be referred to the relevant department for investigation and appropriate corrective action.
We aim to resolve grievances within 7 to 15 business days from the date of receipt of the required information. However, certain matters involving third-party service providers, banking institutions, payment gateways, or technical dependencies may require additional time.
In such circumstances, the complainant will be appropriately informed of the status and expected resolution timeline.
Step 4Communication of Resolution
Once the review is completed, the resolution or outcome will be communicated to the complainant through their registered email address or another appropriate communication channel.
Escalation Mechanism
If a complainant is dissatisfied with the resolution provided or does not receive an appropriate response within the specified timeframe, they may request further review by escalating the grievance to the concerned management team.
The escalated complaint will be reviewed independently, wherever appropriate, and necessary steps will be taken to address the unresolved concerns.
Users may mention the earlier complaint reference number and provide details of the previous communication to facilitate the escalation process.
Grievance Handling Timelines
SkillifyEdu endeavours to follow the below timelines for grievance redressal:
| Activity | Expected Timeline |
|---|---|
| Acknowledgement of grievance | Within 2 business days |
| Initial review and assessment | Based on the nature of the complaint |
| Standard grievance resolution | Within 7–15 business days |
| Escalated grievance review | Based on the complexity of the matter |
The above timelines are indicative service targets and may vary depending on the nature of the complaint, availability of supporting information, and involvement of external service providers.
Confidentiality and Data Protection
SkillifyEdu respects the privacy of individuals who submit grievances.
All complaints, supporting documents, and personal information shared during the grievance redressal process will be handled with appropriate confidentiality and accessed only by authorized personnel involved in reviewing and resolving the matter.
Such information will be collected, processed, and retained only for legitimate purposes associated with grievance investigation, resolution, record maintenance, and compliance with applicable legal requirements.
Responsibilities of Users
To ensure effective grievance redressal, users are requested to:
- Provide accurate, complete, and relevant information while submitting complaints.
- Share supporting documents or evidence wherever necessary.
- Respond promptly to requests for additional information or clarification.
- Maintain respectful communication throughout the grievance-handling process.
- Avoid submitting misleading, fraudulent, or intentionally false complaints.
Exclusions and Limitations
SkillifyEdu reserves the right to request additional information or decline to process complaints that are incomplete, unrelated to its services, or unsupported by sufficient details.
Complaints involving matters outside the Company's reasonable control may require coordination with relevant third-party service providers or competent authorities.
Nothing in this policy shall restrict or limit any rights or remedies available to users under applicable laws and regulations.
Policy Amendments
SkillifyEdu reserves the right to modify, revise, or update this Grievance Redressal Policy from time to time to reflect changes in its services, operational requirements, or applicable legal and regulatory provisions.
Any amendments will be published on the official website. Users are encouraged to review this policy periodically to remain informed of the applicable grievance redressal procedures.
Contact Information
For submitting grievances, complaints, suggestions, or feedback, users may contact us through the following official communication channels:
Kalaimagal Nagar, 1st Main Road,
Ekkattuthangal, Chennai,
Tamil Nadu – 600032, India.