Grievance Redressal Policy

EDTWorld is committed to addressing customer grievances promptly and effectively. This Grievance Redressal Policy outlines our process for resolving complaints, in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020 . The policy is written in clear, consumer-friendly language and applies to product and service-related complaints only.

Scope of Complaints

This policy covers grievances related to any product or service offered by EDTWorld. Customers can use this mechanism to report issues such as:

• Product Quality or Defects: Complaints about damaged, defective, or substandard products.
  

• Delivery Issues: Delays, non-delivery, or wrong items received.
  

• Payment and Refund Problems: Billing errors, payment failures, or refund delays.
  

• Customer Service Concerns: Unsatisfactory service or support experience.
  

• Other Product/Service Issues: Any other problems directly related to EDTWorld’s products or services.
  

Please note: This grievance redressal mechanism is intended only for product and service-related issues. For matters not related to our products or services, please use the appropriate channels (e.g. general inquiries or legal notices) rather than this customer grievance process.

Grievance Officer

In accordance with the above-mentioned IT and E-Commerce Rules, EDTWorld has appointed a Grievance Officer responsible for overseeing and resolving customer grievances . The Grievance Officer’s details are provided below for customers who wish to escalate their complaints:

• Name: Mihir Pawar
  

• Designation: Chief of Staff (Grievance Officer)
  

• Email: mihir@edtlife.com
  

The Grievance Officer is based in India and is empowered to ensure that your complaints are addressed in a timely and fair manner. We have published the Grievance Officer’s contact information prominently on our website as required by law .

How to Submit a Complaint

We encourage customers to follow the steps below to report and escalate any grievances:

1. Contact Customer Support: For any product or service issue, first reach out to our customer support team at support@edtworld.com. Provide details such as your order number, contact information, and a clear description of the problem. Our support team is trained to resolve most issues and will attempt to address your complaint promptly.
   

2. Escalation to Grievance Officer: If you do not receive a response within the acknowledgment timeline or are not satisfied with the solution provided by customer support, you may escalate the matter to our Grievance Officer. You can do this by emailing mihir@edtlife.com with the details of your complaint. Please include any relevant information (such as your original complaint ticket number or previous correspondence) to help us review the issue effectively.
   

We are also open to receiving grievances through any other written format if needed (such as postal mail to our corporate address, if that is more convenient for you). However, email is the fastest way to reach us and receive a quick acknowledgment.

Acknowledgment & Resolution Timeline

We understand the importance of timely grievance redressal. EDTWorld adheres to the following timeframes for acknowledging and resolving customer complaints, in line with regulatory requirements:

• Acknowledgment within 48 hours: We will acknowledge receipt of your complaint within 48 hours of receiving it . You will receive an email confirmation from either our support team or the Grievance Officer, confirming that your grievance has been logged. This acknowledgment may include a reference number for tracking your complaint.
  

• Resolution within 15 days: We aim to resolve all grievances within 15 days of receiving the complaint . Our team will investigate the issue, coordinate with relevant departments, and work toward a solution (such as replacement, refund, technical assistance, etc.) within this timeframe. If, due to exceptional circumstances, a complaint cannot be fully resolved within 15 days, we will inform you of the delay, provide the reasons, and update you with an expected resolution date. We strive to settle all matters as quickly as possible, keeping you informed at every step.
  

These timelines are in accordance with the standards set by Indian law (Consumer Protection (E-Commerce) Rules require acknowledgment within 48 hours and resolution within 1 month , and the IT Rules 2021 advise resolution within 15 days ). EDTWorld is committed to meeting or exceeding these requirements to ensure customer satisfaction.

Our Commitment to Customers

• Transparency: We will keep you informed about the progress of your complaint. You will receive updates when your complaint is acknowledged and when it is resolved. If further information is needed from you, we will reach out promptly.
  

• Fair Resolution: Your concern will be addressed objectively and fairly. If a mistake or lapse has occurred on our part, we will take responsibility and correct it (for example, by replacing a product, issuing a refund, or taking other appropriate remedial actions).
  

• Customer-Centric Service: Our grievance redressal mechanism is designed to be easy to use and accessible. We use clear language and helpful support so that you understand how to get your issues resolved without unnecessary hassle.
  

• Confidentiality: We handle all complaints with confidentiality. Your personal data and grievance details will be used only for addressing the issue and will be protected in accordance with our Privacy Policy and applicable data protection laws. We do not disclose complaint details to any third party unless it is required for resolving the issue or mandated by law.
  

Regulatory Compliance

This Grievance Redressal Policy is an integral part of our commitment to legal compliance and consumer protection. It is aligned with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, as amended. EDTWorld ensures that all provisions of these rules relevant to grievance redressal are followed, including: appointing a Grievance Officer, publishing contact details of customer care and the Grievance Officer on our platform, and adhering to stipulated timelines for complaint handling . Our team stays updated on any changes in the law to update this policy and our processes accordingly.

If you have any questions about this Grievance Redressal Policy or need further clarification on how to lodge a complaint, feel free to contact us at support@edtworld.com. We are here to assist you and ensure that your experience with EDTWorld remains positive and trustworthy.

Last Updated: (Please note that we will update this policy periodically to reflect best practices and legal requirements. The latest update date will be indicated here.)