Contact & Grievances

Grievance Officer

Indian law requires us to name one person who answers for complaints and for requests about personal data. That person is:

You can complain by email, by phone or by post. All three reach the same desk and are answered to the same timetable. The Grievance Officer also answers a matter about a competition run in the app, and any request about your personal data.

What happens when you complain

• We acknowledge any complaint or request within 24 hours, and give you a ticket number.
• We resolve a general grievance within 7 days.
• We act within 36 hours on a complaint about a photograph, a video or an impersonation.
• We act within 2 hours on a report that an image of a child should never have been published.
• Once a refund is approved, it is sent within 7 working days.

Each period starts when your complaint reaches us, by whichever route you used. If a matter will take longer because it waits on a bank, a courier or someone outside the company, we tell you within the period, explain why and give you a date.

These periods are shorter than the law allows: Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 gives up to 48 hours to acknowledge a complaint and one month to resolve it.

What to tell us

Our records are kept against your account and each Student Profile. Tell us as much of this as applies:

• the mobile number or email address registered on your account;
• which Student Profile the matter concerns, by the name shown in the app;
• for a competition: its name and date, and the registration number, admit card number or seat number if you have one;
• for a payment: the amount, the date, and the payment reference or receipt number;
• for a request about your data: which right you are using (see your rights);
• your ticket number, if we have already given you one; and
• what you would like us to do.

We do not ask for identity documents. If we need to be sure a request comes from the account holder, we confirm it with a one-time password sent to your registered mobile number. If you cannot give us some of these details, write anyway and we will ask for the rest.

Your ticket number

Every complaint gets a ticket number in our acknowledgement. Quote it whenever you write or call about the same matter; a separate matter gets its own number. There is no status page on this website, so to find out where a matter stands, write or call and quote the number.

Reporting an image of a child

If you see a photograph or video of a child that should not be public, tell us at once. Email info@bauddhikaabhyas.com with URGENT at the start of the subject line, or call +91 84468 89966. Tell us where you saw it (a web address, the name of the page or a screenshot), which child it is, and what is wrong with it.

We act within 2 hours on a report that an image of a child should never have been published, and within 36 hours on any other complaint about a photograph, a video or an impersonation. Acting means taking the picture down or putting it out of sight while we look into it, not waiting until we have finished.

This route is for an image that is wrong or harmful: a picture that is not of the child it names, a picture that has been altered, a page pretending to be your child or us, or anything obscene, sexualised or abusive.

If you are not satisfied

Please come to us first and give us the chance to put it right. For a complaint about personal data, the law requires you to raise it with us before you approach the regulator.

If our answer does not satisfy you:

• for a consumer complaint, such as a refund or a service not provided as described, you can approach the District, State or National Consumer Disputes Redressal Commission, or the Central Consumer Protection Authority;
• for a complaint about how personal data was collected, used, kept or deleted, you can complain to the Data Protection Board of India, which is expected to begin operating in 2027.

Our Terms of Use set out the governing law.