Effective Date: 02-Dec-2025
Last Updated: 02-Dec-2025
Cognitive Lamp Private Limited is committed to providing a transparent, fair and timely mechanism for addressing user grievances, complaints and concerns related to the use of our educational technology platforms.
This Grievance Redressal Mechanism is established in accordance with applicable Indian laws, including the Information Technology Act and related rules.
1. Scope of Grievances
Users may raise grievances related to:
- Access to or use of the platform
- Data privacy, security, or confidentiality concerns
- Children’s data protection issues
- Content accuracy or appropriateness
- Payments, subscriptions, refunds, or billing matters
- AI-assisted learning insights or platform behaviour
- Any other service-related concern
2. Who May Submit a Grievance
Grievances may be submitted by:
- Learners or users of the platform
- Parents or legal guardians (on behalf of minors)
- Educators, institutions, or authorised representatives
- Any individual affected by platform operations
3. Grievance Officer
In accordance with statutory requirements, Cognitive Lamp has appointed a Grievance Officer.
Grievance Officer
Cognitive Lamp Private Limited
📧 Email: admin@cognitivelamp.com
4. Procedure for Submitting a Grievance
To ensure prompt resolution, grievances should include:
- Name and contact details of the complainant
- Description of the issue or concern
- Relevant account details or transaction references (if applicable)
- Supporting information or documentation, where available
Grievances should be submitted via email to the address above.
5. Acknowledgement & Resolution Timeline
- All grievances will be acknowledged within a reasonable timeframe upon receipt.
- Cognitive Lamp aims to resolve grievances within the timelines prescribed under applicable law, or as soon as reasonably practicable.
- Complex matters may require additional time; users will be informed accordingly.
6. Investigation & Resolution
Upon receipt:
- The grievance will be reviewed by the appropriate internal team
- Necessary information may be requested for clarification
- Corrective or remedial actions will be taken where required
Resolutions are guided by fairness, legal compliance and learner welfare.
7. Escalation
If a complainant is not satisfied with the resolution:
- The matter may be escalated internally for further review
- Where applicable, users may pursue remedies available under Indian law
8. Confidentiality
All grievances and related communications are handled:
- Confidentially
- With sensitivity and respect
- In accordance with data protection and privacy obligations
9. Misuse of the Grievance Process
The grievance mechanism must not be misused to:
- Submit false, malicious, or repetitive complaints
- Harass individuals or disrupt platform operations
Cognitive Lamp reserves the right to take appropriate action in such cases.
10. Policy Review
This mechanism is reviewed periodically to ensure:
- Continued legal compliance
- Effectiveness and responsiveness
- Alignment with platform growth and user needs
Closing Statement
Cognitive Lamp views grievances as an opportunity to improve trust, accountability and service quality. We are committed to listening, responding and acting responsibly in the best interests of learners, families, educators and institutions.