Grievance Redressal Policy

1. Commitment to User Satisfaction

DocYantra Pvt. Ltd. is committed to providing excellent customer support and resolving user grievances fairly, transparently, and efficiently. We value your feedback and take all complaints seriously.

2. Types of Grievances

We accept and address grievances in the following categories:

  • Course Content Issues: Errors, outdated information, missing materials, or quality concerns
  • Technical Problems: Platform bugs, login errors, video playback issues, certificate generation failures
  • Account Issues: Access denial, profile errors, enrollment disputes, progress tracking problems
  • Payment Disputes: Billing errors, duplicate charges, failed transactions, incorrect refunds
  • Customer Service Complaints: Poor support response, rude behavior, inadequate assistance
  • Data Privacy & Security: Suspected data breaches, unauthorized access
  • Educational Quality: Inaccurate clinical information, misaligned with stated learning objectives

3. How to File a Grievance

Step 1: Contact Support Directly

Email: docyantra@gmail.com (Response within 24 hours)

Phone: +91 9820091852 (Monday–Friday, 10 AM–6 PM IST)

Step 2: Formal Grievance Submission

If initial support does not resolve your issue, submit a formal grievance with:

  • Your full name and account email address
  • Date and time the issue occurred
  • Detailed description of the problem (include screenshots if applicable)
  • Steps you’ve already taken to resolve the issue
  • Desired resolution or outcome

4. Grievance Processing Timeline

  • Initial Acknowledgment: Within 24 hours of grievance receipt
  • Investigation & Assessment: 3–5 business days
  • Proposed Resolution: 5–7 business days
  • Implementation: Immediate (for simple issues) to 10 business days (complex issues)

5. Appeal Process

If you disagree with the initial resolution, you may appeal within 7 days of receiving the decision.

Email docyantra@gmail.com with subject: “APPEAL – Grievance ID: [reference number]”

Appeal will be reviewed by senior management. Final decision will be provided within 5 business days.

6. Contact Information

For all grievance submissions:

Email: docyantra@gmail.com

Phone: +91 9820091852

Office Hours: Monday–Friday, 10 AM–6 PM IST