Effective Date: 20 September 2026
This Grievance Redressal Policy ("Policy") governs the receipt, review and resolution of grievances relating to Call DAKM Mentors, operated by CALL DAKM MENTORS PRIVATE LIMITED ("Company", "Call DAKM", "Platform", "we", "us" or "our"). This Policy shall be read together with the Platform's Terms of Service, Privacy Policy, Community Guidelines, Payment & Payout Policy and Refund/Cancellation/Rescheduling Policy.
The Company provides a technology-enabled platform through which mentors and mentees may connect for mentorship through audio, video and chat. This Policy establishes a mechanism for addressing genuine complaints and grievances relating to mentorship services, mentor or mentee conduct, payments, refunds, accounts, privacy, content, technical issues, safety, misuse of the Platform and other matters connected with Platform services.
The grievance mechanism is intended to facilitate fair and reasonable handling of genuine complaints while protecting the Platform and its users from fraud, abuse, harassment, malicious complaints and misuse of the grievance process.
The Company shall appoint and publish the details of a Grievance Officer wherever required under applicable Indian law.
Users may submit grievances through the designated grievance email, in-app grievance mechanism or any other mechanism notified by the Company.
The Company may update the Grievance Officer or contact details from time to time, and users should refer to the latest details published on the Platform.
A grievance should contain sufficient information to enable the Company to identify and investigate the matter. Where applicable, the complainant should provide:
Incomplete or unclear complaints may be returned for clarification or additional information. Submission of a grievance does not automatically establish any liability or entitlement against the Company.
The Company shall acknowledge and process grievances within the timelines prescribed under applicable Indian law.
The Company may investigate a grievance by reviewing relevant account information, session and booking records, payment information, communications, Platform logs, technical records, statements and evidence submitted by the parties.
The Company may request additional information from the complainant, mentor, mentee or other relevant persons. Where a matter requires additional investigation, third-party information, technical review, legal advice, law-enforcement involvement or circumstances beyond the Company's reasonable control, additional time may be required to the extent legally permissible.
The Company shall provide an appropriate response or resolution based on the facts available and applicable policies and law.
Complaints involving fraud, threats, harassment, abuse, sexual misconduct, exploitation, impersonation, unlawful activity, serious safety concerns, child/minor safety or security risks may be treated as priority matters.
Where reasonably necessary, the Company may, pending investigation:
Such temporary action shall not, by itself, constitute a final finding of wrongdoing.
Where a complaint concerns a person below 18 years of age, the Company may take additional protective measures and cooperate with parents/legal guardians, law-enforcement authorities, regulators or other competent authorities where required or reasonably necessary under applicable law.
Grievances concerning payments, refunds, cancellations, rescheduling, service credits or mentor settlements shall be considered together with the applicable Payment & Payout Policy and Refund/Cancellation/Rescheduling Policy.
A payment or service complaint does not automatically create an entitlement to a refund.
The Company may consider factors including the booking status, service delivered, session duration, cancellation timing, technical circumstances, mentor availability, user conduct, transaction records and applicable Platform policies.
Where appropriate and legally permissible, the Company may provide rescheduling, service credit, adjustment or another reasonable resolution instead of a monetary refund.
Following review, the Company may accept, partially accept or reject a grievance; provide clarification; provide an appropriate remedy; issue a warning; restrict or suspend an account; cancel a booking; take action against a mentor or mentee; or take any other lawful and proportionate action.
The Company is not required to disclose another user's personal information, confidential information, proprietary information, security-sensitive information, investigation material or fraud-prevention information merely because a complainant requests it.
The Company may preserve and use relevant records for investigation, fraud prevention, legal compliance, dispute resolution, security and other legitimate purposes in accordance with applicable law and its Privacy Policy.
The grievance mechanism must not be used to harass, threaten, defame, blackmail, extort, intimidate or unfairly pressure the Company, a mentor, mentee or any other person.
Where a person knowingly submits materially false, fraudulent or malicious information, repeatedly abuses the grievance mechanism, impersonates another person or attempts to manipulate an investigation, the Company may take appropriate action, including restricting or terminating the relevant account, subject to applicable law.
This clause shall not prevent a person from making a genuine complaint merely because the complaint is ultimately found to be unsubstantiated.
If a complainant is dissatisfied with the Company's response, the complainant may use any applicable statutory appellate, consumer, regulatory, dispute-resolution or judicial mechanism available under Indian law.
Nothing in this Policy is intended to restrict any mandatory legal right or remedy available to a user.
The Company may comply with lawful notices, orders, requests and investigations of courts, law-enforcement agencies, regulators and other competent authorities and may disclose information where required or legally permitted.
The grievance mechanism is not a substitute for emergency services. In cases involving an immediate threat to life, serious physical harm, child abuse, sexual exploitation, serious cybercrime or other emergencies, users should contact the appropriate emergency or law-enforcement authority.
Call DAKM Mentors provides a technology-enabled platform facilitating interaction between mentors and mentees. Except where expressly stated or required by applicable law, the Company does not guarantee the accuracy, completeness, suitability, effectiveness or outcome of advice, opinions or guidance provided by an independent mentor.
A grievance concerning an individual mentor's advice, conduct or representations shall not automatically constitute liability of the Company.
Nothing in this Policy excludes or limits any liability, consumer right or statutory remedy that cannot lawfully be excluded or limited under Indian law.
This Policy shall be governed by applicable laws of India. The Company may modify this Policy from time to time to reflect changes in its services, technology, business model or applicable law. The updated Policy shall be published on the Platform with the revised effective date.
To raise a grievance, write to grievance@calldakm.com.
For general queries, contact info@calldakm.com.
CALL DAKM MENTORS PRIVATE LIMITED
A-9/7, 9th Floor, Himalaya Pride Techzone 4, Dhanouri Kalan,
Gautam Buddha Nagar, Uttar Pradesh - 203201