Grievance Redressal Mechanism

At Skolarz, we are committed to addressing user concerns promptly and transparently. This Grievance Redressal Mechanism outlines how you can raise a complaint and how we handle it.

1. Appointment of Grievance Officer

In compliance with the Information Technology Act, 2000 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Skolarz appoints the following Grievance Officer:

Name: Vikram Negi
Designation: Grievance Officer / Data Protection Officer (DPO)
Email: [grievance@skolarz.club]
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha Hyderabad Knowledge City, Serilingampally, Hyderabad, Telangana 500081
Working Hours: [9:30 am to 6:30 pm, IST – Monday to Friday Working days]

2. How to File a Grievance

Users may submit grievances regarding:

• Violation of Terms of Use / Privacy Policy
• Data protection or privacy concerns
• Infringement of intellectual property rights
• Objectionable content hosted on the platform
• Payment/refund issues
• Any other service-related concerns

Steps to file:

1. Send an email to the Grievance Officer at [grievance@skolarz.club] with subject line “Grievance – [Nature of Issue]”.
2. Include your full name, registered email/phone, order ID (if applicable), description of the issue, and supporting documents/screenshots.
3. Acknowledgement & Timelines

• Acknowledgement: Grievance will be acknowledged within 24 hours of receipt.
• Resolution: Grievance will be resolved within 15 days from the date of receipt, or as required by applicable law.
• GDPR Users: EU data subjects may additionally lodge complaints with their local supervisory authority, but we encourage you to contact us first for resolution.

4. Escalation Process

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the matter to:

Level 2 Escalation:
Email: [escalations@skolarz.club]

5. Record Keeping

We maintain logs of all grievances, actions taken, and timelines for regulatory compliance and internal audit purposes.

6. Special Notes (Legal Compliance)

• India:
  • SPDI Rules mandate that companies publish the name and contact details of a Grievance Officer.
  • Intermediary Guidelines require acknowledgement within 24 hours and resolution within 15 days.
• GDPR: Data subjects retain rights to contact their Data Protection Authority in the EU if dissatisfied.