DRAFT, FOR LEGAL REVIEW. Not reviewed by a qualified Indian advocate. Not legal advice.

Version: 1.0-draft · Effective date: [insert] · Last updated: [insert]

1. Your Grievance Officer

Section 8(9) of the Digital Personal Data Protection Act, 2023 requires us to publish these details and to give you a readily available way to complain. This page is that way.

2. What you can bring to us

Anything about your personal data or your rights under the Act:

• you asked to see, correct, complete, update or delete your data and we did not do it, or did it wrong;
• you withdrew a consent and something carried on anyway;
• you are still getting marketing after unsubscribing;
• data about you is wrong and we did not fix it;
• someone saw data they should not have;
• a class was recorded when you had not agreed to recording;
• your child's data is being used in a way you did not agree to;
• you want to nominate someone to act for you and cannot;
• we refused a request and you disagree with the reason;
• anything else about how TYCHR handles personal data.

You can also bring a complaint about the service itself — a class, a tutor, a refund. That goes to the same place and is handled on the same clock.

3. How to complain

Any one of these is enough. You do not have to use a form.

1. Email vedant@tychr.com. Tell us what happened, what you want us to do, and the email address on your TYCHR account.
2. Settings → Help → Raise a grievance in the platform. [to build — see APP-CHANGES.md]
3. Write to us at the postal address above.

Helpful but not required: the date it happened, any reference number we gave you, and a screenshot.

If you are a parent or guardian, you can complain about your child's data from your own email address. Say the student's name.

If you have asked us the same thing more than once, or you cannot get through for any reason — including a rate limit on the platform form — email vedant@tychr.com directly. Nothing we build may stop you from reaching us.

4. What happens, and by when

On the 90 days. Rule 14 of the DPDP Rules 2025 sets a response period "not exceeding ninety days". Ninety days is the legal ceiling, not our target. We work to 48 hours to acknowledge and 30 days to resolve, which also meets the shorter timelines that other Indian rules may impose on us [lawyer to confirm which apply]:

• Consumer Protection (E-Commerce) Rules 2020, r.4(5) — acknowledge within 48 hours, resolve within 1 month, for complaints about a purchase;
• Information Technology (Intermediary Guidelines) Rules 2021, r.3(2) — acknowledge within 24 hours, resolve within 15 days, if TYCHR's class chat makes it an intermediary.

If we refuse your request, we tell you plainly which part we refused, the reason, and the route in section 5. We never refuse without a reason.

5. If we do not resolve it: the Data Protection Board of India

You can complain to the Board if:

• you are not satisfied with our answer; or
• we did not answer within the period in section 4.

Section 13(3) of the Act means you should come to us first. Once you have, the Board is open to you — including when we simply did not reply.

We will not treat going to the Board as a reason to change how we treat you, your account or your child's place in a class.

6. Other places you can go

Using our process does not take away any other right you have.

• Consumer Commission — for a complaint about the service, the fees or a refund, under the Consumer Protection Act, 2019. The National Consumer Helpline is on 1915 and at consumerhelpline.gov.in.
• Police or cyber-crime — if you believe a criminal offence has occurred: cybercrime.gov.in.
• Court — nothing here limits your right to go to court.

7. Your duties when you complain

The Act asks that you do not file a false or frivolous grievance, and do not impersonate anyone or suppress material information. Breaching those duties can attract a penalty under the Act. In practice: tell us what actually happened, from an address we can verify is yours.

8. What we keep, and what we publish

• Record. Every grievance, its reference, what we did and when, kept for [insert, e.g. 3] years from closure.
• Internal review. Volumes and themes reviewed every quarter by the Grievance Officer, so a repeated complaint becomes a fix and not a queue.
• Published. [insert — decide whether to publish a periodic grievance report. Not required by the Act; some consumer rules may require it for an e-commerce entity. `lawyer to confirm`]

9. If the Grievance Officer changes

The name and contact on this page are updated before the change takes effect, never after, and the privacy notice is updated with it. A page that names nobody, or a general support address in place of a named officer, does not meet section 8(9).

Draft, for legal review.