Grievance redressal.

1. The Grievance Officer

• Name: Gourav Sharma, Director & Grievance Officer
• Email: hello@democrez.com (subject “GRIEVANCE”)
• Postal address: 3, Clerk Colony, Opp. Readymade Complex, Nanda Nagar, Indore, Madhya Pradesh – 452011, India
• Operated by: Nayaha India Techno Private Limited (CIN: U92490MP2021PTC055317)

2. What counts as a grievance

• Your data has been handled in a way that breaches the privacy policy
• A deletion or access request was not handled properly, or was ignored
• Something on the platform breaches an obligation stated on this site
• A situation in the deck should not be there, and a general report has not been acted on
• An institution has used a session or its report in a way these terms forbid

3. What is not a grievance

These are all worth writing to us about — through the ordinary routes, where they will get a better answer faster.

• Disagreeing with a result. An aggregate that surprised you is a finding, not a fault.
• Wanting a feature that does not exist — a score, a streak, or per-student output. Those absences are deliberate and explained.
• A bug or a broken screen. Faster through the general route. Contact
• A security vulnerability. There is a separate process with its own handling. Report a vulnerability

4. How to raise one

Write to the Grievance Officer with:

• What happened, and roughly when
• The phone number you verified with, if the complaint concerns your own data — it is the only identifier we hold, so without it we cannot locate anything
• What you would like done about it
• A way to reply to you

You do not need legal language, and a grievance is not weakened by being written plainly.

5. What happens, and when

We acknowledge grievances within 24 hours and target resolution within 15 days. Where applicable law requires action within a shorter period, that shorter period will apply.

What is settled about the process itself:

• A grievance is acknowledged in writing, with a reference.
• It is handled by the named officer rather than reassigned into a general queue.
• You receive a written outcome, including where the outcome is that we will not do what you asked and why.
• A grievance about a person's own data is never discussed with their institution or employer.

6. If you are not satisfied

If unresolved, the user may escalate a privacy/data grievance to the Data Protection Board of India where applicable, a consumer grievance through the National Consumer Helpline / appropriate Consumer Commission, or approach another competent authority or court as permitted by law.

7. Two things a grievance cannot achieve

Stated here rather than discovered after a month of correspondence.

• Retrieving what you answered. No record links a person to an answer, so there is nothing to produce — not to you, not to a regulator, not to a court. This is the same fact that prevents anybody else from obtaining it. Delete your data
• Withdrawing a published reading. The record is append-only. A card can be retired from circulation so nobody else is shown it, but a reading already published stays.

8. If you are an institution

Complaints about a session, a report, or the conduct of a facilitator go through the same officer. Complaints from students about their own data go to us directly and are not routed through the institution. Institution terms

Governing law: India. Effective date: 11 September 2026.