SVS COMMUNICATION

Grievance Redressal Policy

At SVS EduPro, operated by SVS COMMUNICATION ("SVS COMMUNICATION", "us" or "we"), we are committed to providing a positive learning experience and to addressing the concerns and grievances of our students, customers and other stakeholders in a fair, transparent and timely manner. This policy explains what you may raise with us, how to raise it, and how it will be handled.

1. Scope

This policy applies to grievances relating to:

• Course enrolment and access;
• Online classes and course content;
• Faculty or trainer related concerns;
• Payments, invoices and transactions;
• Refund or cancellation requests;
• Certificates and course completion;
• Technical issues with the Website or the learning platform;
• Customer support and service related concerns; and
• Any other issue relating to our educational services.

2. How to Raise a Grievance

You may raise a grievance with us by email, by telephone, or through the Contact Us page of this Website, using the contact details set out in the Grievance Officer section below.

To help us identify and investigate the matter promptly, please include the following in your grievance:

• Your name as entered at the time of enrolment or purchase;
• Your registered email address and mobile number;
• Your order or enrolment details, including the order number and the date of the transaction, where the grievance relates to a purchase;
• The name of the course or service concerned; and
• A brief description of the issue, along with any supporting documents or screenshots.

3. Grievance Resolution Process

On receiving a grievance:

• The grievance will be recorded and acknowledged by us;
• The concerned team will review and investigate the matter;
• Additional information or documents may be requested from you where these are required to complete the review;
• Appropriate action will be taken based on the nature and merits of the grievance; and
• You will be informed of the outcome, or of the status of the grievance where the review is still in progress.

4. Resolution Timeline

We aim to acknowledge every grievance within 48 (Forty-eight) hours of receiving it, and to resolve it within 7 (Seven) to 15 (Fifteen) working days, depending on the nature and complexity of the complaint. Where more time is required, we will inform you of the reason for the delay and of the revised timeline.

5. Escalation and Grievance Officer

If you are not satisfied with the resolution provided, or if you do not receive a response within the timeline set out above, you may escalate the matter to our Grievance Officer at the contact details below:

• Grievance Officer: Grievance Officer, SVS COMMUNICATION
• Address: SVS COMMUNICATION, Hno:48-452/4, plot no 13, Ganesh nagar, Chintal, Hyderabad-500054, Telangana, India
• Phone: +91 9499901234
• Email: svscommunication@gmail.com

Grievances escalated to the Grievance Officer are reviewed independently of the team that handled the original request.

6. Refund and Payment Related Complaints

Grievances relating to payments, cancellations and refunds will be handled in accordance with our Refund and Cancellation Policy and our Terms and Conditions as published on this Website. Where a refund is found to be due, it will be processed within 14 (Fourteen) business days of our receiving the cancellation request, and will be credited through the same mode as the original transaction.

7. Confidentiality

We will make reasonable efforts to maintain the confidentiality of the information you provide during the grievance process, and will use that information only for the purpose of addressing and resolving your grievance, and as required under our Privacy Policy and applicable law.

8. Policy Updates

SVS COMMUNICATION reserves the right to modify or update this Grievance Redressal Policy from time to time. Any change will be published on this page.