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Effective Date: September 16, 2026 · Last Updated: September 16, 2026
This Grievance Policy explains how individuals, institutions, and authorized users can raise complaints, concerns, or requests relating to the EduWindow platform, services, privacy, data processing, security, accounts, or other matters involving EduWindow Private Limited (“EduWindow”, “we”, “us”, or “our”).
EduWindow is committed to providing an accessible mechanism for receiving, reviewing, and addressing legitimate grievances in accordance with applicable law and contractual obligations.
The purpose of this Policy is to provide a clear process for submitting and resolving grievances relating to:
A grievance may be submitted by:
Where a person is represented by another individual, EduWindow may request reasonable evidence of authorization.
Examples of grievances that may be submitted include:
Grievances may be submitted through EduWindow's designated grievance or support channel.
A grievance should, where possible, include:
Email: hello@eduwindow.tech
EduWindow may introduce additional grievance submission channels through its website or platform from time to time.
EduWindow may verify the identity and authority of a person submitting a grievance before providing information, changing account information, processing a data request, or taking action.
Verification may be required to protect institutional data and personal information from unauthorized requests.
EduWindow will request only information reasonably necessary for verification.
EduWindow will make reasonable efforts to acknowledge receipt of a valid grievance.
The acknowledgement may include:
EduWindow may review and investigate grievances based on their nature and seriousness.
The review may involve:
The scope of an investigation will depend on the nature of the grievance.
EduWindow may request additional information where necessary to properly investigate or resolve a grievance.
If the requested information is not provided, EduWindow may be unable to fully investigate or process the grievance.
Individuals may raise concerns regarding the collection, use, disclosure, correction, retention, deletion, or other processing of personal information through the EduWindow grievance process.
Where applicable, such requests may also be handled under the EduWindow Privacy Policy and Data Retention & Deletion Policy.
Where applicable, individuals or institutions may request correction of inaccurate or incomplete information.
EduWindow may verify the request before making changes.
Where the institution is responsible for maintaining the relevant information, EduWindow may direct the requester to the institution or authorized administrator where appropriate.
Where applicable, individuals or institutions may request deletion of personal or institutional information.
Deletion requests may be subject to:
Further information is available in the EduWindow Data Retention & Deletion Policy.
Security concerns should be reported as soon as reasonably possible.
Examples include:
EduWindow may prioritize security-related grievances according to their potential impact and severity.
Where a grievance indicates a potential privacy or personal-data incident, EduWindow may initiate its applicable security and incident-response procedures.
Where required by applicable law or contractual obligations, EduWindow may notify the relevant institution or other appropriate parties.
Users may submit grievances relating to AI Features, including:
AI-related grievances may be reviewed under the EduWindow AI Terms as well as this Policy.
Where a grievance relates to institutional data, account administration, user permissions, or institutional operations, EduWindow may communicate with the institution's authorized administrator or representative.
EduWindow may require the institution to verify that the complainant is authorized to act on behalf of the institution.
Where a grievance relates to a student or minor, EduWindow may take appropriate steps to verify the identity and authority of the person submitting the grievance.
Depending on the circumstances, EduWindow may coordinate with the relevant institution, parent, guardian, or other legally authorized representative.
Some grievances may relate to services provided or controlled by third parties, such as:
Where the issue is controlled by a third party, EduWindow may coordinate with the relevant provider where reasonably necessary.
EduWindow cannot directly control the independent operations of third-party providers.
Subscription, billing, refund, and payment complaints will generally be handled in accordance with the EduWindow Subscription & Refund Policy and applicable commercial agreement.
The complainant should provide relevant invoice, transaction, or subscription information where available.
Users may report content that they reasonably believe:
EduWindow may review and take appropriate action in accordance with applicable policies and law.
Claims relating to copyright, trademarks, designs, or other intellectual property should identify the relevant right and the material alleged to infringe that right.
EduWindow may request supporting information necessary to investigate the complaint.
EduWindow will make reasonable efforts to review and respond to grievances within an appropriate period based on:
Certain grievances may require additional time to investigate.
Security incidents, suspected unauthorized access, significant privacy concerns, and other matters presenting an immediate or significant risk may receive priority handling.
Complainants should clearly identify an issue as urgent when submitting it and explain the reason for the urgency.
Depending on the circumstances, EduWindow may:
EduWindow may limit, decline, or delay a request where:
Where appropriate and legally permitted, EduWindow will explain the relevant reason.
EduWindow will handle grievance-related information with appropriate confidentiality and security measures.
Information may be shared internally or with relevant third parties where reasonably necessary to investigate, resolve, secure, or legally process the grievance.
Users must provide accurate information when submitting grievances.
EduWindow may take appropriate action against intentionally fraudulent, malicious, abusive, or knowingly false complaints.
This does not restrict a person's right to raise a genuine concern in good faith.
EduWindow will not intentionally penalize or retaliate against a person merely for submitting a genuine grievance in good faith.
Appropriate action may still be taken where a person independently violates applicable law, contractual terms, security requirements, or platform policies.
EduWindow may retain information relating to grievances for purposes including:
Retention will be handled in accordance with applicable policies and legal requirements.
If a complainant is not satisfied with the response, the complainant may request further review through the designated EduWindow grievance channel.
Where applicable law provides an external regulatory or statutory grievance mechanism, individuals may exercise their rights through the relevant authority after following the applicable internal process.
Where applicable, individuals may exercise rights relating to their personal information in accordance with applicable data protection law and the procedures described in the EduWindow Privacy Policy.
EduWindow will process applicable requests in accordance with the legal requirements applicable to the relevant processing activity.
Institutions remain responsible for grievances relating exclusively to their own internal policies, decisions, personnel management, academic decisions, disciplinary actions, or institutional operations.
EduWindow may assist where the matter relates to the EduWindow Services or technology.
EduWindow remains responsible for matters within its reasonable control, including confirmed failures of its own platform, security controls, or service processes.
EduWindow is not responsible for matters exclusively controlled by an institution, user, third-party provider, external network, device, or other independent system.
This Policy is intended to operate in accordance with applicable Indian law and other applicable legal requirements.
Nothing in this Policy limits any statutory right or remedy that cannot legally be excluded.
EduWindow may update this Grievance Policy from time to time to reflect changes in the Services, legal requirements, regulatory requirements, or grievance-handling procedures.
Material changes may be communicated through the EduWindow platform, registered institution email, website, or other appropriate channels.
The latest version of this Policy will be made available through the EduWindow website.
This Policy should be read together with:
If a separately executed institutional agreement contains specific grievance or dispute-resolution requirements, the applicable agreement will govern to the extent of the conflict.
For grievances, complaints, privacy concerns, data requests, or other concerns relating to EduWindow:
EduWindow Private Limited
Registered Office:
Ward No. 7, Rajgarh Road,
Solan, Himachal Pradesh - 173212, India
Email: hello@eduwindow.tech
Phone: +91 93178 70027
Website: www.eduwindow.tech
When submitting a grievance, please include sufficient information to allow EduWindow to verify the request and investigate the matter.
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