GRIEVANCE REDRESSAL

This Policy applies to all Users who access, use, purchase, enroll in, or otherwise avail any services, courses, programs, or features offered by the Institute through the Platform or otherwise.

This Policy governs the submission, processing, and resolution of all grievances, complaints, or concerns arising out of or in connection with the Platform, the Services, or any interaction with the Institute.

Without prejudice to the generality of the foregoing, grievances may relate to, inter alia:
(a) payments, billing, refunds, or fee-related matters;
(b) access to, availability, or delivery of Services;
(c) user accounts, technical issues, or system-related concerns;
(d) content, materials, or course delivery;
(e) processing or handling of personal data;
(f) conduct of trainers, mentors, or representatives; or
(g) any other matter connected with the Platform or Services.

This Policy shall apply to all grievances, except where such matters are expressly governed by any specific procedure prescribed under applicable law or any other policy of the Institute.

Users may submit grievances by contacting the Institute through the designated Grievance Officer, using the contact details provided in this Policy.

The grievance shall, to the extent applicable, include:
(a) name and contact details of the User;
(b) a clear and complete description of the grievance;
(c) relevant transaction or account details, where applicable;
(d) supporting documents, records, or evidence; and
(e) any other information reasonably required for the purpose of review and resolution.

The Institute shall not be responsible for any delay in processing or inability to resolve a grievance arising from incomplete, inaccurate, or insufficient information provided by the User.

Upon receipt of a grievance submitted in accordance with Clause 2, the Institute shall acknowledge receipt of such grievance within a reasonable period, or within such timelines as may be prescribed under applicable law.

The Institute shall review and assess the grievance on the basis of the information provided and may, where necessary, seek additional details, clarification, or supporting documentation from the User for the purpose of proper evaluation and resolution.

The Institute shall endeavour to resolve or provide a response to the grievance in a fair, reasonable, and time-bound manner, in accordance with applicable law, including the Information Technology Act, 2000 and rules made thereunder.

Without prejudice to the foregoing, the Institute shall endeavour to:
(a) acknowledge receipt of the grievance within a reasonable period, or within such timelines as may be prescribed under applicable law; and
(b) resolve or provide a response to the grievance within a reasonable period from the date of receipt, or within such timelines as may be prescribed under applicable law.

In cases where resolution of a grievance requires additional time due to complexity, volume, or involvement of third parties, the Institute shall inform the User of the reasons for such delay and the expected timeline for resolution.

The resolution of grievances shall be undertaken in accordance with the applicable policies of the Institute and shall be subject to the Terms of Service and applicable law.

In accordance with applicable law, including the Information Technology Act, 2000 and rules made thereunder, the Institute has designated a Grievance Officer for the purpose of receiving and addressing grievances.

The details of the Grievance Officer are as follows:
Name: Manish Bimal
Mailing Address: Plot No. 17 Near Hotel Silvotel PU4 Vijaynagar , Indore 452010
Phone Number: +91-8889422237 | +91-8889422299
Email address: BimalInstitute@gmail.com

Users may contact the Grievance Officer for submission of grievances or for any clarification relating to the grievance redressal mechanism.

The Institute reserves the right, at its sole discretion, to decline to entertain or process any grievance that is:
(a) frivolous, vexatious, or lacking in bona fide intent;
(b) incomplete, misleading, or unsupported by adequate information;
(c) repetitive in nature or substantially similar to a grievance previously raised and addressed; or
(d) outside the scope of this Policy or otherwise not actionable under applicable law or the Institute’s policies.

The Institute further reserves the right to take appropriate action, including restriction or suspension of access to the Platform or Services, in the event of misuse or abuse of the grievance redressal mechanism.

Submission of false, inaccurate, or fraudulent information in connection with any grievance may result in appropriate action, including denial of the grievance and such other measures as may be permissible under applicable law.

Nothing contained in this Policy shall be construed as limiting, restricting, or waiving any rights, remedies, or legal recourse available to the Institute under the Terms of Service, applicable policies, or applicable law.

The existence or operation of this grievance redressal mechanism shall not preclude the Institute from taking any action available to it under applicable law or contract, nor shall it be construed as creating any additional liability or obligation on the part of the Institute.

The Institute reserves the right, at its sole discretion, to amend, modify, or update this Policy, in whole or in part, at any time.

Any such amendment, modification, or update shall become effective upon publication on the Platform. Continued access to or use of the Platform or Services by the User following such publication shall constitute acceptance of the revised Policy.

For any grievance, complaint, or communication under this Policy, Users may contact the Institute through the following details:
Mailing Address: Plot No. 17 Near Hotel Silvotel PU4 Vijaynagar , Indore 452010
Email address: BimalInstitute@gmail.com