Grievance Resolution and Refund Policy

Last Updated: May 1, 2025

The Grievance Resolution and Refund Policy established by Eudyamonline is dedicated to providing exceptional customer support and ensuring customers connect to the right experts, which are paramount for the sustainable growth of our business. We firmly believe in offering the best services to our clients, but we also understand that sometimes things may not go as planned, leading to grievances or complaints.

1. Policy Overview

To address such situations promptly and efficiently, we have put in place a robust grievance redressal mechanism. This mechanism is designed to offer our customers a hassle-free way to register their complaints and seek resolutions as quickly as possible. Our primary goal is to minimize customer complaints and grievances through impeccable service delivery and an effective review process. If a redressal is not feasible, we are committed to providing refunds as appropriate.

2. Policy Principles

Our Grievance Resolution and Refund Policy align with Rule 5 (9) of the IT Rules, 2011, and are based on the following principles:

• Fair Treatment: We believe in treating our customers fairly and with utmost respect throughout the complaint resolution process.
• Informed Options: Customers are fully informed about the avenues available to escalate their complaints or grievances within our organization and their rights to seek alternative remedies.
• Refund Policy: In cases where a resolution is not possible, we ensure that refunds of amounts paid by the customer are processed at the earliest.

3. Definitions

We have clearly defined the distinction between complaints and queries in our policy document:

• Complaints: These are expressions of dissatisfaction related to our services or the complaints-handling process itself, where customers expect a response or resolution. Complaints can be communicated in person, over the telephone, or in writing.
• Queries: Queries are questions or requests for information or guidance, often expressing doubts or seeking clarifications. Customers expect data or explanations in response to their queries.

4. Grievance Submission Process

To submit a grievance, please follow these steps:

1. Send an email to info@eudyamonline.com with the subject line "Grievance: [Brief Description]"
2. Include the following information in your email:
   • Your full name
   • Contact information (phone number and email)
   • Order/Application reference number (if applicable)
   • Detailed description of the grievance
   • Any supporting documents or evidence
3. You will receive an acknowledgment or ticket within three working days
4. Our team will review your grievance and respond within 30 days

5. Resolution Process

A complaint is considered closed when:

• We have fully addressed the complainant's request
• The complainant has accepted our response in writing
• The complainant has not responded to us within 8 weeks of our written response
• The Grievance Redressal Officer certifies that we have fulfilled our contractual, statutory, and regulatory obligations

6. Record Keeping

We maintain records of complaints for a minimum period of 1 year from the date of resolution. This helps us improve our services and prevent similar issues in the future.

7. Policy Review

Periodic reviews of this policy are conducted to consider:

• Internal factors (changes in organizational structure or offered products and services)
• External factors (legislative changes or technological innovations)
• Results from internal or external audits

8. Contact Information

For any questions about this Grievance Resolution and Refund Policy, please contact us at:

Email: support@eudyamonline.com
Phone: +91-7058567730
Address: Bld 24, Gala 193, SNO 697/698, MHB Colony, Maharshi Nagar, Pune, Maharashtra 411037