Grievance & Compliance Policy

1. PURPOSE

This Grievance Redressal, Dispute Resolution, Compliance, Legal Notice & Arbitration Policy ("Policy") establishes procedures for handling complaints, disputes, grievances, legal notices, compliance matters, investigations, appeals, and dispute resolution relating to the Skilvi Platform and associated services.

This Policy forms an integral part of:

Terms of Service
Privacy Policy
Refund Policy
Certification Policy
Acceptable Use Policy
Content Creator Agreement
Any supplemental Platform policies

All users, learners, creators, organizations, employers, institutions, partners, and Platform participants are subject to this Policy.

2. OBJECTIVE

The objective of this Policy is to:

Provide fair complaint procedures.
Encourage early dispute resolution.
Maintain educational integrity.
Protect Platform users.
Protect intellectual property.
Facilitate compliance.
Reduce unnecessary litigation.
Promote efficient resolution of disputes.

3. SCOPE

This Policy applies to disputes relating to:

Course access
Certifications
Assessments
Academic integrity
Refund requests
Billing disputes
Payment disputes
Subscription disputes
Creator disputes
Intellectual property matters
Privacy concerns
Account restrictions
Platform enforcement actions
Community issues
Internship services
Career services
Verification services
Platform policies

4. GRIEVANCE SUBMISSION

Users may submit grievances regarding:

Service issues
Billing concerns
Certification concerns
Privacy concerns
Academic concerns
Platform conduct
Technical issues
Content concerns

Complaints should include:

Full name
Registered email address
Account details
Description of concern
Relevant supporting information
Relevant dates
Requested resolution

Incomplete submissions may delay review.

5. REFUND AND PAYMENT COMPLAINTS

Users with billing concerns should first contact Skilvi through official support channels.

Skilvi encourages direct resolution before:

Chargebacks
Payment reversals
Regulatory complaints
Legal proceedings

Refund requests shall be reviewed according to the Refund Policy.

Submission of a complaint does not guarantee approval of a refund.

6. CERTIFICATION COMPLAINTS

Complaints relating to:

Certification denials
Certification suspensions
Certification revocations
Verification issues
Credential corrections

may be submitted for review.

Skilvi reserves final authority regarding certification decisions.

7. PRIVACY COMPLAINTS

Users may submit complaints regarding:

Personal information
Data access
Data correction
Data deletion
Privacy practices
Information security

Privacy-related complaints shall be reviewed in accordance with the Privacy Policy and applicable law.

8. COPYRIGHT AND INTELLECTUAL PROPERTY COMPLAINTS

Rights holders may submit complaints concerning:

Copyright infringement
Trademark infringement
Unauthorized use
Content misuse
Intellectual property violations

Skilvi may:

Review claims.
Request evidence.
Restrict content.
Remove content.
Suspend users.
Preserve evidence.

pending investigation.

9. ACADEMIC INTEGRITY COMPLAINTS

Complaints relating to:

Cheating
Plagiarism
Assessment fraud
Impersonation
AI misuse
Credential misuse

may be investigated.

Skilvi may take enforcement action regardless of whether a formal complaint is submitted.

10. CREATOR AND CONTENT DISPUTES

Content creators may submit concerns relating to:

Content attribution
Contract interpretation
Payment matters
Content administration

All ownership and assignment disputes remain subject to the Content Creator Agreement.

Where assigned content is involved, ownership rights remain governed by executed contractual agreements.

11. PLATFORM ENFORCEMENT APPEALS

Users may appeal certain enforcement actions including:

Account restrictions
Suspensions
Content removals
Certification actions

Submission of an appeal does not:

Guarantee review.
Guarantee reinstatement.
Guarantee reversal.
Suspend enforcement.

Skilvi retains final discretion regarding Platform enforcement.

12. INVESTIGATION PROCEDURES

Skilvi may investigate complaints using:

Account records
Transaction records
Assessment records
Certification records
Communication records
Activity logs
Security records
Technical records
AI-assisted review systems

Investigations may involve internal personnel, service providers, advisors, auditors, compliance personnel, or legal representatives.

13. EVIDENCE PRESERVATION

Skilvi reserves the right to preserve records relevant to disputes including:

Login records
Assessment records
Certification records
Payment records
Communication records
Support records
Security logs
Verification records

Such records may be retained for compliance, dispute resolution, legal defense, fraud prevention, auditing, and evidentiary purposes.

14. RESPONSE TIMEFRAMES

Response timeframes may vary depending on:

Complexity
Required investigations
Available evidence
Technical factors
Legal considerations

Skilvi does not guarantee specific response times.

Reasonable efforts shall be made to review complaints in an efficient manner.

15. COMPLIANCE REVIEWS

Skilvi reserves the right to conduct reviews concerning:

Policy compliance
Educational integrity
Security matters
Fraud prevention
Regulatory compliance
Certification integrity

Users agree to cooperate with reasonable compliance reviews.

16. FRAUD PREVENTION REVIEWS

Skilvi may investigate:

Refund abuse
Chargeback abuse
Assessment fraud
Identity fraud
Account sharing
Credential misuse
Financial misconduct

Appropriate action may be taken where violations are identified.

17. LEGAL NOTICES

Formal legal notices should be directed to the designated legal contact information published by Skilvi.

Legal notices should contain:

Identity of sender
Basis of claim
Supporting information
Requested relief
Contact information

Skilvi reserves the right to reject incomplete notices.

18. MANDATORY PRE-DISPUTE RESOLUTION

Before initiating litigation, arbitration, regulatory proceedings, or similar actions, parties agree to attempt good-faith resolution through written communication.

The parties shall make reasonable efforts to resolve disputes informally.

Failure to attempt informal resolution may be considered during subsequent proceedings where permitted by law.

19. ARBITRATION AGREEMENT

To the maximum extent permitted by applicable law, disputes arising out of or relating to:

Platform services
Certifications
Assessments
Refunds
Payments
Privacy matters
Creator agreements
Intellectual property matters
Platform policies

shall be resolved through confidential and binding arbitration.

20. ARBITRATION PROCEDURES

Arbitration shall:

Be conducted in English.
Be governed by applicable Indian arbitration laws.
Be conducted by a mutually agreed arbitrator or as otherwise provided by law.
Remain confidential.

The arbitrator's decision shall be final and binding upon the parties.

21. EMERGENCY RELIEF

Nothing in this Policy prevents Skilvi from seeking:

Injunctive relief.
Intellectual property protection.
Emergency legal remedies.
Debt recovery.
Fraud prevention remedies.
Content protection measures.

through courts of competent jurisdiction.

22. CLASS ACTION WAIVER

To the maximum extent permitted by law:

Users agree that disputes shall be pursued only on an individual basis.

Users waive participation in:

Class actions.
Representative actions.
Collective proceedings.
Group litigation.

except where prohibited by applicable law.

23. GOVERNING LAW

This Policy shall be governed by and construed in accordance with the laws of India.

Applicable Indian laws shall govern disputes regardless of conflict-of-law principles.

24. LIMITATION OF LIABILITY

Participation in grievance procedures does not create liability beyond the limitations established in the Terms of Service and related Platform agreements.

All liability limitations incorporated elsewhere remain fully applicable.

25. POLICY MODIFICATIONS

Skilvi reserves the right to modify this Policy at any time.

Updated versions become effective upon publication unless otherwise specified.

Continued use of the Platform constitutes acceptance of revised versions.

26. GRIEVANCE OFFICER

Skilvi shall designate a Grievance Officer, Compliance Officer, Privacy Contact, or equivalent responsible representative where required by applicable law.

Current contact information shall be published on the Platform and may be updated periodically.

27. CONTACT INFORMATION

Complaints, disputes, notices, appeals, and compliance-related communications should be submitted through official Platform communication channels.

Users are encouraged to retain records relating to submitted complaints.

28. ACKNOWLEDGMENT

By accessing, using, purchasing, enrolling in, contributing to, or otherwise interacting with the Platform, users acknowledge that:

They have read this Policy.
They understand this Policy.
They agree to this Policy.
They agree to the dispute resolution procedures described herein.
They agree to the arbitration provisions described herein.
They understand Skilvi's compliance and enforcement rights.