Grievance Redressal Policy

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This policy explains how to raise a complaint about anything connected to CCC — data privacy, a coach's conduct, the platform, billing, or content — and what happens when you do. It also fulfils CCC's statutory grievance obligations under Indian law.

As required under the DPDP Act 2023 [and, to the extent applicable, the IT Rules 2021], CCC has appointed:

Grievance Officer: Ankita Pandey Email: info@gamified.club (general support and non-grievance queries: support@learningsol.com) Address: 140, Geown Oasis, V. Kallahalli, Sarjapur Road, Bengaluru 562125, Karnataka, India Hours: Monday to Friday, 10:00–18:00 IST

Email the Grievance Officer with: your name and registered email; your relationship to CCC (parent / coach / other); what happened, when, and who was involved; what outcome you are seeking; and any supporting material. Parents may raise grievances on behalf of their child. If email is difficult, write to the postal address above.

Child safety — any safeguarding concern about a coach, a session, or an event. Acknowledged the same day. Protective action is immediate; investigation proceeds as fast as the facts allow.

Data privacy (DPDP) — access, correction, or deletion requests; consent withdrawal; misuse of personal data. Acknowledged within [48 hours]. Resolved within [7] days.

Coach conduct — breach of the Code of Conduct, misrepresentation, or fee-standard violations. Acknowledged within [48 hours]. Resolved within [15] days.

Platform and Credits — errors in reports, XP, certificates, or Credit Ledger debits; access problems. Acknowledged within [48 hours]. Resolved within [15] days.

Content and intellectual property — copyright complaints, handled per the Copyright & Content Takedown Policy. Acknowledged within [48 hours]. Resolved within the timelines set by the IT Rules.

1. Acknowledgment with a reference number.
2. Review by the Grievance Officer, who may seek information from you, the coach, or platform records. Both sides of a conduct complaint are heard before conclusions are reached, except where interim protective steps are needed first.
3. Decision and action, communicated to you in writing: correction, deletion, refund direction under the Refund Policy, coach remediation or removal, or a reasoned explanation if no breach is found.
4. Records of grievances and outcomes are retained for [24 months] for accountability.

A concern about a child's safety is prioritised over every other category and over ordinary process. CCC may immediately suspend a coach's platform access pending review. Where the facts indicate a reportable offence, CCC and the individuals involved will comply with mandatory reporting obligations under Indian law, including the POCSO Act — reporting to authorities is not optional and is not a breach of any confidentiality owed to anyone. Raising a genuine safety concern in good faith will never result in retaliation.

• Data privacy matters: you may escalate to the Data Protection Board of India as provided under the DPDP Act 2023.
• Consumer matters: parents retain all rights under the Consumer Protection Act 2019, including approaching the consumer commissions.
• Nothing in this policy limits any legal right or remedy you have.

Coaches may use the same channel for grievances against CCC — Credit Ledger disputes, unfair treatment, platform failures. The same timelines apply, and the fair-process commitments in the Tutor Agreement (Section 6.5) and Handbook (Section 6.5) govern any action against a coach.