Grievance Redressal Policy
If something about Menteez has gone wrong, we want to hear about it and we commit to a timeline. This page tells you who to write to, what we will do, how long we will take, and what you can do if we do not get it right.
Menteez is operated by Spherical-Lab Innovation Private Limited, Software Technology Park of India, Sector-5, Rourkela, Odisha 769002, India.
1. Our Grievance Officer
Under the Digital Personal Data Protection Act, 2023 and the Information Technology Rules, we have designated a Grievance Officer.
Saswati Dalbehera, Founder and Managing Director, Spherical-Lab Innovation Private Limited
Email: grievance@menteez.in
Phone: [INSERT: GRIEVANCE PHONE] ([INSERT: BUSINESS HOURS])
Post: Software Technology Park of India, Sector-5 Rourkela, Odisha 769002, India
The same officer handles payment-related grievances in the nodal capacity our payment partner requires.
2. What you can raise
Anything, but these in particular:
| Kind of complaint | Examples |
|---|---|
| Your data or your child's data | We hold something we should not; we got something wrong; you asked us to delete something and it is still there; you think your child's data has been misused |
| Consent | You want to withdraw consent and cannot; you do not think consent was properly obtained |
| Access to your rights | Your request for a copy, a correction, or a deletion was not answered |
| A security incident | You think an account has been accessed without permission |
| Billing | You were charged when you should not have been; you did not receive the notice before a charge |
| Content | A worksheet question is wrong, unsuitable, or upsetting |
| Anything else | Including how we handled an earlier complaint |
3. What to include
You do not have to get this right for us to act, but it helps us be faster:
- The email address on your account, so we can find you
- What happened, and when
- Your child's first name only if the complaint is about a specific profile
- What you would like us to do
Please do not send us your password, your PIN, or your full card number. We will never ask for any of them, and we do not need them to help you.
4. What we will do, and by when
| Step | What happens | When |
|---|---|---|
| Acknowledgement | We confirm we have your complaint and give it a reference | Within 2 working days |
| Investigation | We look into it. If we need something from you, we ask once and clearly | |
| Response | We tell you what we found, what we have done, and what happens next | Within 7 days of receiving your complaint |
| Escalation | If we cannot resolve it in 7 days, we tell you why and give a date | Before the 7 days are up |
Seven days is a maximum, not a target. Most things should take much less.
We record every grievance we receive, what we did, and when we closed it. That record exists so patterns are visible to us rather than only to the people affected by them.
5. If a complaint concerns a child
Complaints about a child's data are handled by the Grievance Officer personally and are treated as the highest priority.
Only the parent or guardian on the account can raise a complaint about that child's data, and we will verify that you are that person before we act. This protects your child: it stops anyone else from asking questions about them.
6. If you are not satisfied
We would rather you came to us first, so we have a chance to put it right. But you are not obliged to, and here is where else you can go.
For data protection matters
You may complain to the Data Protection Board of India, established under the Digital Personal Data Protection Act, 2023. You may do this if you are unhappy with our response, or if we do not respond within 7 days.
For payment matters
If your complaint is about a payment, you may also raise it with our payment partner, Razorpay, through their published grievance channel, or with your card issuer or bank.
For service and refund matters
You may approach the appropriate consumer forum under the Consumer Protection Act, 2019.
7. Complaints from schools and institutions
If you are a school, tuition centre or other institution, write to the same Grievance Officer. Complaints concerning a roster of students, or the data of students enrolled through your institution, are handled under the same 7-day commitment.
8. Other ways to reach us
| What you need | Where to write | Response time |
|---|---|---|
| General support | [INSERT: SUPPORT EMAIL] | 2 business days |
| Billing and subscriptions | [INSERT: SUPPORT EMAIL] | 2 business days |
| Privacy, data protection, grievances | grievance@menteez.in | 7 days |
Full details are on our Contact page.
9. Changes to this policy
If we change our grievance process or our officer, we update this page and the date below. The commitment to respond within 7 days will not be lengthened without saying so plainly here.