Grievance Redressal

1. Purpose

This page explains how to raise a complaint about SkillDeck, who handles it and how long we take. It is published under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

2. What You Can Raise Here

• Content on the platform that is unlawful, misleading or infringes your rights.
• Misuse of your personal data, or a request to access, correct or delete it.
• Billing disputes not settled under our Refund & Cancellation Policy.
• Conduct of a training institute listed on the SkillDeck marketplace.
• Impersonation of your brand, trademark or course material.
• Accessibility problems that stop you using the platform.

3. Grievance Officer

4. What to Include

A complaint moves faster when it carries enough to act on:

• Your name and the email or phone registered with us.
• The page URL, institute name or invoice number the complaint concerns.
• What happened, and what you would like done about it.
• Screenshots or documents that support it.
• For rights or trademark claims, proof that you own the right and a statement that the complaint is made in good faith.

5. Timelines

• Acknowledgement: within 24 hours of receipt.
• Resolution: within 15 days, as required under the IT Rules 2021.
• Unlawful content, and non-consensual or impersonating imagery: acted on within 24 hours of a valid complaint.
• Court or government orders: acted on within the time the order specifies.

Where a complaint needs longer — because a third party has to respond, for instance — we tell you why and give a revised date before the 15 days are up.

6. How We Handle It

1. The complaint is logged with a reference number, sent to you on acknowledgement.
2. We review it, and ask the institute or team concerned for their account where relevant.
3. We decide, act, and write to you with the outcome and the reasoning.
4. If you are not satisfied, reply to that email within 15 days and it is escalated internally for a fresh review.

7. Complaints About a Listed Institute

Training institutes on the SkillDeck marketplace run their own admissions, teaching and fees. Course refunds are theirs to settle under their own terms. Raise it with them first; if they do not respond, bring it here and we will take it up with them and, where warranted, act on their listing.

8. Contact

Write to hello@skilldeck.net with “Grievance” in the subject line, or use our contact page. See also our Privacy Policy and Terms of Service.