Trust & Safety

Grievance Redressal

A named officer, published timelines and three escalation levels — so every complaint has a clear route to resolution.

Email the Grievance Officer Call +91 8848241358

Published under the IT (Intermediary Guidelines) Rules, 2021 · Last updated: 1 April 2026

Complaints are acknowledged within 24 hours and resolved within 15 days. Child-safety reports and unlawful content requests are treated as urgent, and escrow funds in a disputed booking are held until the case is closed.

This document is maintained by the Arividam compliance team and reflects our current practice. Questions or complaints go to our Grievance Redressal Officer at grievances@arividam.com.

1. Grievance Redressal Officer

Designation: Grievance Redressal Officer, Arividam
Email: grievances@arividam.com
Phone: +91 8848241358 (Monday to Saturday, 9 AM – 6 PM IST)
Address: Arividam, Kasaragod, Kerala, India

This mechanism is published in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and applies to all users of the Arividam platform.

2. What you can report

A tutor or institution misrepresenting credentials or verification status.
Classes not delivered, repeated cancellations or refusal to refund an escrow hold.
Requests for off-platform payments to bypass escrow protection.
Inappropriate behaviour towards a learner, especially a minor.
Misuse of a class recording, assignment or personal data.
Fake reviews, referral abuse or fraudulent accounts.
Content that infringes your copyright or other legal rights.

3. How to file a complaint

Email grievances@arividam.com, or call the number above, with the following details so we can act without a second round of questions:

Your name, registered mobile number and role on the platform.
The booking reference, batch name or profile link involved.
A factual description of the issue and the dates it occurred.
Any supporting evidence such as screenshots or receipts.
The outcome you are seeking (refund, reschedule, removal of content, action against an account).

4. Our timelines

Acknowledgement of your complaint: within 24 hours.
Resolution of routine complaints: within 15 days of receipt.
Removal of unlawful content on a valid request: within 36 hours.
Child-safety or non-consensual content reports: treated as urgent and actioned within 24 hours.

5. Escalation levels

Level 1 — Support: Most issues, including class disputes and refund requests, are resolved by the support team.
Level 2 — Trust & Verification: Verification disputes, credential fraud and conduct complaints are reviewed by the trust team, which can suspend or delist an account.
Level 3 — Grievance Officer: If you are dissatisfied with the Level 1 or Level 2 outcome, the Grievance Redressal Officer reviews the case independently and issues a final written decision.

6. Learner safety commitments

Any credible report involving a minor's safety leads to immediate precautionary suspension of the account concerned.
Verification documents are re-audited whenever a credential complaint is upheld.
Escrow funds in a disputed booking are held, not released, until the case is closed.

7. If you remain dissatisfied

If our final decision does not resolve your concern, you may approach the appropriate consumer forum or regulatory authority in India. We will cooperate with any lawful enquiry and provide the records required.