Grievance Redressal Policy

Effective date: 15 July 2026. Last updated: 14 July 2026. This Policy explains how parents, guardians, learners, website visitors and other affected persons can raise concerns about services, payments, privacy, conduct, accessibility or child safety.

1. Our Commitment

Creatiminds aims to resolve concerns respectfully, fairly, promptly and without retaliation.

A grievance may be submitted without using legal language. The person should provide enough information to identify the issue and preferred remedy.

2. Types of Grievances

Admissions, program description, schedule, instructor, attendance, assessment or certificate concerns.

Payment, invoice, refund, cancellation, transfer or promotional-offer concerns.

Website, account, data privacy, consent, recording, marketing or security concerns.

Bullying, discrimination, harassment, inappropriate communication, staff conduct or child-safety concerns.

Accessibility, inclusion, venue, emergency or authorised-pickup concerns.

3. How to Submit a Grievance

Email: hello@creatiminds.com . Phone: +91 99606 41826 . Postal address: 506, West Avenue, Opposite PMRDA Office, Aundh, Pune, Maharashtra 411067, India.

Include the parent or complainant’s name and contact details, learner name where relevant, program and batch, date of the issue, a clear description, supporting documents and the remedy requested.

Do not send card PINs, OTPs, full banking passwords or unnecessary medical or identity documents.

4. Grievance Officer

Grievance Officer: Pranjal Deshmukh.

The Grievance Officer coordinates acknowledgement, review, response, records, escalation and corrective action. Where the complaint concerns the Grievance Officer, it should be escalated to an authorised partner or senior representative not directly involved.

5. Timelines

Creatiminds will ordinarily acknowledge a grievance within 48 hours of receipt.

Creatiminds will aim to resolve or provide a reasoned status update within 15 business days. Matters involving third parties, complex evidence, safeguarding or legal processes may take longer.

Consumer complaints will be handled within applicable legal timelines. Creatiminds aims not to exceed 30 days without either resolution or a clear written explanation of the remaining process.

Urgent child-safety or credible risk-of-harm concerns will be prioritised immediately and may be escalated outside the ordinary grievance timeline.

6. Review Process

Creatiminds may review enrollment records, communications, attendance, class logs, payment records, recordings, platform information and statements from relevant persons, while limiting access to those who need the information.

The complainant may be asked for clarification or evidence. A child will not be repeatedly questioned or placed in an unsafe confrontation merely to resolve a complaint.

The person whose conduct is questioned may be given a fair opportunity to respond, unless doing so would create a safety risk, breach law or prejudice an official investigation.

7. Possible Outcomes

Explanation, correction, apology, technical fix, replacement session, batch transfer, credit, refund under the Refund Policy, accessibility adjustment, behaviour plan, staff coaching, disciplinary action, access restriction, policy change or referral to a competent authority.

The outcome will be based on available information, applicable policy, proportionality, safety and law. Creatiminds may be unable to disclose confidential employment, child-protection or third-party information.

8. Escalation

If dissatisfied, the complainant may request a second-level review within 7 calendar days of the response and should explain what was overlooked or why the remedy is inadequate.

A second-level review will, where practicable, be conducted by a person not responsible for the initial decision.

This internal process does not prevent access to consumer commissions, data-protection authorities, police, child-protection authorities, courts or other competent bodies.

9. Confidentiality, Records and Non-Retaliation

Grievance information will be handled confidentially and shared only as needed for review, protection, advice, legal compliance or corrective action.

Records will be retained according to the Privacy and Child Data Policy and any legal or safeguarding requirement.

Retaliation against a learner, parent, staff member or witness for raising a genuine concern is prohibited. Knowingly false or malicious complaints may be addressed proportionately, but an unproven good-faith complaint will not be treated as misconduct.

10. Emergency and Safeguarding Matters

A grievance channel is not an emergency service. Where a child or any person is in immediate danger, contact emergency services and the appropriate lawful authority first.

Suspected child abuse or sexual offences will be handled under the Child Safeguarding and Online Safety Policy and applicable mandatory reporting obligations.