1. Grievance Officer
In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, we have appointed a Grievance Officer:
The Grievance Officer, KidzCloud Edutech Private Limited, 13/A, 5th Sector, HSR Layout, Bangalore South, Karnataka, 560102, India. Email: support@kidzcloud.in. Phone: +91 81232 54305.
2. What you can raise
- Content on KidzCloud that you believe breaks our Terms, Community Guidelines or the law.
- Concerns about a child’s safety (these are always treated as urgent).
- Privacy requests and complaints about how we handle personal data.
- Problems with payments, refunds, courses or tutors.
- Appeals against removal of your content or suspension of your account.
- Any other complaint about the Services.
3. How to raise a grievance
Email support@kidzcloud.in with the subject “Grievance”, or write to the address above. Please include:
- your name and registered mobile number or email address;
- a clear description of the issue, with dates, usernames and links or screenshots where possible; and
- what outcome you are asking for.
4. Timelines
| Step | Timeline |
|---|---|
| Acknowledgement of your grievance | Within 24 hours |
| Resolution of your grievance | Within 15 days of receipt |
| Removal of content that exposes a person’s private area, shows nudity or sexual acts, or impersonates someone | Within 24 hours of the complaint |
| Child safety reports | Acted on as a priority, immediately on receipt |
5. If you are not satisfied
- For decisions about content, you can appeal to the Grievance Appellate Committee set up by the Government of India under the IT Rules, 2021, within 30 days of our decision.
- For personal data complaints, after using our process you can complain to the Data Protection Board of India under the DPDP Act, 2023.
- For consumer complaints, you can contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.