Ehipassiko Ventures Private Limited is committed to providing quality education through digital courses and to maintaining an efficient, fair and documented grievance mechanism under its “Come and See” philosophy.

This Policy applies to consumers and Direct Sellers using the Company website, application, LMS, Business Centre or related services.

The grievance process is intended to examine genuine complaints on the basis of available records and applicable law. Receipt, registration, investigation, discussion, settlement or refund of a complaint shall not by itself constitute an admission of fault, liability or wrongdoing by the Company.

A grievance may be submitted through the Company’s officially notified support channels:

The Company may seek additional information where the complaint cannot reasonably be verified from the information supplied.

• A complaint received through an official channel will be logged and, where the system supports it, assigned a ticket/reference number for tracking.
• Receipt of a consumer complaint will be acknowledged within the period required by applicable law, presently within 48 working hours.
• The Company will endeavour to resolve a grievance normally within one month from receipt.
• If additional time is reasonably required because of verification, third-party information, technical investigation, fraud review, payment-gateway reconciliation or other legitimate reason, the complainant may be informed of the reason for delay and action taken.
• The Company may resolve, reject, close, partially allow, seek clarification on, or otherwise determine a grievance on the basis of transaction records, contractual terms, Company policies, applicable law and information reasonably available to it.

The Company may consolidate duplicate complaints concerning the same transaction or issue. Repetitive, abusive, threatening, knowingly false, fraudulent or unsupported complaints may be closed after reasonable review; however, nothing in this Policy prevents any person from exercising a genuine statutory right or approaching a competent authority.

For grievance and refund verification, the Company may rely upon lawful records including order data, payment status, LMS/course-access logs, course-consumption records, account history, OTP/acceptance records, communications, customer/Direct Seller submissions, refund history, payment-gateway information and other relevant electronic records.

The Company is not required to disclose source code, security architecture, fraud-detection methodology, internal audit processes, proprietary algorithms, confidential investigation material, privileged legal advice, third-party confidential information or other trade secrets except where disclosure is expressly required by applicable law or a competent authority.

• Digital Educational Courses: A customer may request a full refund of the invoice amount attributable to the eligible digital course where the request is made within 30 days and the Company’s LMS records show that less than 10% of the relevant course content has been accessed or consumed.
• Once 10% or more of the relevant digital course has been accessed or consumed, the voluntary full-refund benefit under the above Company policy shall ordinarily cease, because substantial digital content has already been made available/consumed.
• This does not restrict a remedy that cannot lawfully be excluded for proven deficiency, non-delivery, duplicate payment, fraud, misrepresentation or another statutory ground.
• A refund request may be refused where the account or transaction is fraudulent, manipulated, chargeback-abusive, identity-mismatched, transferred/shared in breach of policy, or otherwise not eligible under the applicable contractual terms, subject to mandatory law.
• Any future physical product, if offered, will be governed by the return/buy-back conditions specifically published for that product, including applicable condition, time and marketability requirements.

A refund is not treated as approved merely because a request has been submitted. The Company may verify payment settlement, identity, order status, course consumption, prior refund/chargeback activity and other relevant information before approval.

Approved refunds will ordinarily be returned through the original payment method, payment gateway or verified bank account, as considered appropriate by the Company and subject to banking/payment-system timelines.

The Company will process valid approved refunds within the period stated for the applicable transaction and, where no shorter period is specifically promised, within a reasonable period consistent with applicable law.

Taxes, payment reversals, chargebacks or other amounts shall be handled according to applicable law and the nature of the transaction.

The Company is not responsible for delay caused solely by banks, payment gateways, incomplete information or circumstances outside its reasonable control after the Company has initiated a valid refund.

Direct Sellers are prohibited from making unauthorized promises concerning guaranteed income, assured returns, recovery of course price, government approval, employment, product performance, pyramid or money-circulation benefits, or any representation contrary to Company policy or applicable law.

A complaint concerning an individual Direct Seller will be investigated under the Company’s Direct Seller Agreement, Code of Conduct and compliance policies.

The Company may suspend, restrict, delist or terminate a Direct Seller and take other lawful action where misconduct is established or where immediate protective action is reasonably necessary.

A goodwill credit, refund, replacement, settlement, extension of access or other accommodation granted by the Company in a particular case is discretionary unless required by law and shall not create a precedent, continuing entitlement or amendment of this Policy for other cases.

No employee, Direct Seller, support executive or other person may create or enlarge a refund, compensation or settlement entitlement on behalf of the Company unless specifically authorised to do so.

If a grievance remains unresolved after completion of the Company’s grievance process, the complainant may pursue remedies available under applicable law.

Any contractual dispute-resolution or arbitration provision, where applicable, shall be governed by the relevant Terms & Conditions or Direct Seller Agreement and the Arbitration and Conciliation Act, 1996.

The Company’s Grievance Officer, support personnel or legal counsel shall not be deemed an independent arbitrator merely because they participate in internal grievance review or settlement discussions.

This Policy forms part of the Company’s electronic contractual framework.

By clicking the applicable acceptance checkbox/button, purchasing or accessing a digital course after this Policy is presented, registering or continuing as a Direct Seller after the Policy becomes applicable, the user confirms having read, understood and accepted this Policy, subject to applicable law.

The Company may retain the applicable policy version, acceptance date/time, user or Direct Seller ID, transaction records and relevant electronic logs.

The Company may amend this Policy prospectively for legal, regulatory, technological, payment, fraud-prevention or legitimate business requirements and will make the current version available through the prescribed platform or communication channel.