GRIEVANCE REDRESSAL & DISPUTE RESOLUTION POLICY

Effective Date: 4th June, 2025

Atmadhruti (www.atmadhruti.com ) is committed to maintaining a fair, transparent, and efficient grievance resolution process. This policy outlines the procedure for users, coaches, and stakeholders to raise complaints, seek resolutions, and escalate issues when necessary. It applies to concerns related to services, payments, platform usage, and code of conduct violations , ensuring a structured and timely response to disputes.

1. APPLICABILITY & SCOPE

a) This policy applies to the following stakeholders:

i. Users –Individuals who access and utilize Atmadhruti’s services, including Wheel of Life tool, workshops, coaching sessions, and subscription-based offerings.

ii. Coaches –Professionals providing coaching services through Atmadhruti’s platform.

iii. Corporate Partners –Organizations that utilize Atmadhruti’s services through formal agreements, sponsorships, or business collaborations.

b) This policy addresses grievances and disputes related to:

i. Service Quality Issues –Concerns regarding the effectiveness, delivery, or experience of workshops, coaching sessions, or subscription services.

ii. Billing and Refund Disputes –Issues related to payment processing, refunds, chargebacks, or unauthorized transactions.

iii. Platform Functionality –Complaints regarding website accessibility, user account management, and any operational or technical concerns impacting service usage.

iv. Breach of Terms & Code of Conduct Violations –Reports of misconduct, unethical practices, or violations of Atmadhruti’s terms of service by users, coaches, or other stakeholders.

2. LEGAL FRAMEWORK

This policy is formulated in accordance with the following Indian laws and regulations:

i. Consumer Protection Act, 2019 –Governs grievance redressal related to digital services and consumer rights.

ii. Information Technology (IT) Act, 2000 & IT Rules, 2021 – Regulates online dispute resolution and data protection mechanisms.

iii. Indian Contract Act, 1872 –Applies to disputes arising from agreements between users, coaches, and Atmadhruti.

iv. Arbitration & Conciliation Act, 1996 –Provides a framework for resolving disputes through mediation or arbitration, if required.

v. Copyright Act, 1957 - Protects original works of literature, music, art, software, and digital content.

3. FILING AND ACKNOWLEDGEMENT OF COMPLAINT

a) Users, coaches, and third parties may lodge complaints through the following official channels:

i. Online Grievance Form- Available on the Atmadhruti website (www.atmadhruti.com) under the “Help & Support” section. Complainants must fill out the form with all required details for prompt processing.

ii. Email Support-Complaints may be submitted via email to info@atmadhruti.com with all relevant information and supporting documents attached.

iii. Phone Helpline- Users may contact +91 9073830929 during working hours for immediate assistance. However, complaints lodged via phone must be followed up in writing through email or the grievance form for official record-keeping.

b) To ensure effective and timely resolution, complainants must provide the following details at the time of submitting a grievance:

i. Full Name & Contact Information-The complainant’s registered email address and phone number associated with their Atmadhruti account.

ii. Nature of the Grievance-A clear categorization of the complaint, such as:

• Service quality concerns

· Billing, payment disputes, or refund-related issues

· Misconduct, code of conduct violations, or unethical practices

• Platform functionality issues

iii. Order/Transaction ID-For grievances related to payments, refunds, or failed transactions, the complainant must provide the relevant Order ID, Transaction ID, and proof of payment.

iv. Detailed Description of the Issue-A comprehensive explanation of the complaint, including relevant facts, incidents, and any supporting evidence (such as screenshots, emails, or receipts).

v. Date & Time of the Incident-The specific date and time when the issue occurred, particularly for session disruptions, payment failures, or technical problems.

vi. Previous Attempts at Resolution-If the complainant has previously contacted Atmadhruti’s support team, they must mention the reference number of prior communications, if available.

c) To ensure timely and effective resolution, all grievances must be reported within the stipulated timeframes as outlined below:

i. Service-Related Grievances (Workshops, Coaching Sessions, Subscriptions): Complaints regarding service quality, session disruptions, or dissatisfaction must be lodged within seven (7) calendar days from the date of occurrence.

ii. Payment Disputes:Any issues related to failed transactions, incorrect billing, or refund disputes must be raised within thirty (30) calendar days from the date of the transaction.

iii. Data Privacy Concerns:Any suspected breach, unauthorized access, or misuse of personal data must be reported immediately upon discovery to enable prompt corrective action.

iv. Misconduct or Code of Conduct Violations:Complaints regarding unethical behaviour, harassment, or other misconduct by a coach, user, or any other platform participant must be reported within fifteen (15) calendar days from the date of the incident.

d) Upon successful submission of a grievance, Atmadhruti will issue an acknowledgment within twenty-four (24) hours via email or SMS and Complaint Reference ID will be assigned to each complaint for tracking and future correspondence.

e) If additional information or supporting documents are required for investigation, Atmadhruti will notify the complainant, who must furnish the requested details within forty-eight (48) hours of receiving the request.

f) Failure to provide the required details within the stipulated period may result in delays or closure of the complaint.

4. RESOLUTION PROCESS

Atmadhruti follows a structured resolution process to ensure that all grievances are addressed fairly and efficiently. The process includes an initial review, investigation, and final resolution based on the nature of the complaint.

4.1. Review & Initial Assessment

a) Upon receiving a complaint, Atmadhruti’s Grievance Team will verify the details and assess its validity within three (3) business days.

b) If the complaint lacks sufficient details or supporting evidence, the complainant will be asked to provide additional information within forty-eight (48) hours. Failure to do so may result in complaint closure.

c) Complaints that fall outside the scope of this policy—such as personal disputes between users and coaches or matters involving external service providers—will be closed with a written explanation.

4.2. Investigation & Resolution Timeline

Category	Acknowledgment Time	Resolution Time
Payment & Refund Issues (Failed Transactions, Chargebacks)	Within 24 hours	7 business days
Service-Related Complaints (Workshops, Coaching Sessions, Platform Functionality)	Within 48 hours	10 business days
Technical Issues (Login errors, accessibility issues)	Within 24 hours	5 business days
Misconduct & Policy Violations (Harassment, Fraud, Ethical Breaches)	Within 48 hours	Case-by-case basis

a) Service-Related Complaints:

i. Atmadhruti will review session logs, platform usage data, and communication records to assess the validity of the complaint.

ii. If necessary, an independent review panel will evaluate the case before a decision is made.

b) Financial Disputes:

i. Atmadhruti will verify payment logs, transaction records, and bank confirmations in collaboration with its payment processing partners.

ii. Users may be required to submit bank statements or proof of payment for verification.

c) Misconduct & Policy Violations:

i. Complaints related to misconduct, harassment, or fraudulent activities will be handled with strict confidentiality.

ii. If required, Atmadhruti may request written statements, interview involved parties, or temporarily suspend accounts during the investigation.

Atmadhruti reserves the right to reject grievances reported beyond the specified timeframes unless a valid reason for the delay is provided and may modify resolution timelines in exceptional cases, with the policy being updated accordingly.

4.3. Confidentiality And Fair Investigation

a) Atmadhruti is committed to maintaining the strict confidentiality of all complaints to protect the privacy of users, coaches, and other involved parties.

b) All parties involved in an investigation will receive a fair and impartial review.

c) Atmadhruti may engage an independent arbitrator in cases of potential conflict of interest to ensure neutrality.

4.4. Interim Relief Measures

a) While an investigation is ongoing, Atmadhruti reserves the right to implement temporary measures such as:

i. Account restrictions to prevent further violations.

ii. Session credits as a goodwill gesture for affected users.

iii. Conditional refunds in exceptional cases.

b) If a refund or session rescheduling is deemed necessary during the investigation, it may be processed at Atmadhruti’s discretion, without prejudice to the final resolution.

5. ESCALATION MECHANISM

Atmadhruti is committed to resolving grievances at the earliest possible stage. However, if a user, coach, or stakeholder is not satisfied with the resolution provided at the initial stage, they may escalate the matter through the following structured process:

a)Level 1- Request for Review:Users may request a review by replying to the resolution email with a clear explanation and any additional supporting documents.

b)Level- 2: Escalation to the Grievance Officer:If unresolved within 10 business days, users may escalate the matter by emailing info@atmadhruti.com with the Complaint Reference ID and supporting evidence. The Grievance Officer will conduct an independent review and provide a final decision within a reasonable timeframe.

c)Level 3- Legal Recourse:If the user remains dissatisfied with the resolution provided by the Grievance Officer, they may seek legal recourse in accordance with the governing laws.

6. LEGAL RECOURSE & DMCA (DIGITAL MILLENNIUM COPYRIGHT ACT) NOTICES

6.1. Mediation and Negotiation

a) Before resorting to litigation, parties shall make a good-faith effort to resolve disputes through negotiation or mediation.

b) Upon receiving an escalation, Atmadhruti may facilitate discussions between the parties involved to reach a mutually acceptable resolution.

c) If a resolution is not achieved within 30 business days, the complainant may choose to proceed with arbitration or legal action.

6.2. Arbitration Process

In accordance with the Arbitration and Conciliation Act, 1996, disputes that cannot be resolved through mediation shall be referred to binding arbitration.

a) The arbitration will be conducted by a sole arbitrator appointed mutually by the parties or, in case of disagreement, by Atmadhruti.

b) Arbitration will be conducted in English under the Arbitration and Conciliation Act, 1996, with proceedings held in Kolkata, India.

c) The arbitrator’s decision shall be final and binding on all parties.

d) Costs related to arbitration shall be borne by the respective parties unless otherwise decided by the arbitrator.

6.3. DMCA (Digital Millennium Copyright Act) Notices

Although Atmadhruti operates under Indian copyright laws (Copyright Act, 1957), it may voluntarily follow a DMCA-style takedown process for handling copyright infringement claims from users, content creators, or third-party rights holders.

a) Filing a Copyright Infringement Notice (Takedown Request)

i. If someone believes their copyrighted content (e.g., articles, images, videos, testimonials, coaching materials) has been used on Atmadhruti without permission, they can submit a formal takedown request to Atmadhruti via e-mail at info@atmadhruti.com

ii. The request should include:

• Details of the copyrighted content (such as a URL, title, or description).
• Proof of ownership (e.g., registration details, publication date, original files).
• Exact location of the allegedly infringing content on Atmadhruti’s platform.
• A statement of good faith belief that the use of the content is unauthorized.

b) Preliminary Review & Temporary Action (3-5 Business Days)

i. Atmadhruti will acknowledge receipt of the complaint within 3 business days.

ii. During the review process, the alleged infringing content may be temporarily removed or restricted.

iii. The accused party (content uploader) will be notified and given an opportunity to respond.

c) Response from the Alleged Infringer (Within 7 Business Days)

i. If the accused party believes the content was wrongfully reported, they may submit a counter-notice.

ii. The counter-notice should include:

• Their justification for using the content.
• Evidence of ownership or permission.

· A statement under penalty of perjury that the content was removed due to a mistake or misidentification.

d) Final Resolution (Within 15 Business Days)

i. If no counter-notice is received, the content will be permanently removed.

ii. If a counter-notice is received, Atmadhruti will evaluate both claims and will decide any of the following:

• Restore the content if the dispute favors the original uploader .

· Keep the content removed if the copyright holder provides further legal proof.

· Instruct both parties to resolve the dispute legally if needed.

iii. If necessary, Atmadhruti may request further clarification from both parties.

e)Atmadhruti expects all claims to be made in good faith. False takedown requests may result in penalties, including legal liability.

6.4. Jurisdiction & Governing Law

a) All disputes, whether arising from service agreements, payment transactions, or user conduct, shall be governed by the laws of India.

b) In case arbitration does not resolve the dispute, the matter shall fall under the exclusive jurisdiction of the courts in Kolkata, West Bengal, India.

6.5. Limitations on Legal Claims

a) Users must initiate legal proceedings within one (1) year from the date of the incident giving rise to the dispute, unless a longer period is prescribed by applicable law.

b) Atmadhruti shall not be held liable for indirect, incidental, or consequential damages, including but not limited to loss of data, goodwill, or business profits.

7. SUSPENSION & FRAUDULENT CLAIMS

a) If a dispute is found to be fraudulent, misleading, or made in bad faith, Atmadhruti reserves the right to:

i. Suspend or permanently disable the user’s account.

ii. Blacklist the individual from accessing future services.

iii. Pursue legal action against users who attempt to abuse the dispute resolution process.

b) Users found submitting multiple frivolous complaints may face permanent account suspension and legal action.

c) Atmadhruti reserves the right to report fraudulent disputes to financial institutions and regulatory authorities for further investigation.

d) Any government-mandated dispute resolution mechanisms, such as those under the Consumer Protection Act, 2019, shall also be applicable where relevant.

8. RIGHTS, LIMITATIONS OF LIABILITY & USER OBLIGATIONS

8.1. Atmadhruti’s Rights & Limitations of Liability

a) Atmadhruti reserves the right to reject, modify, or dismiss grievances if they:

i. Are frivolous, baseless, or filed in bad faith.

ii. Lack sufficient evidence or do not fall within Atmadhruti’s scope of services.

iii. Are raised beyond the prescribed timeframe without a valid reason.

b) Atmadhruti shall not be held liable for:

i. Indirect, incidental, or consequential losses arising from disputes.

ii. Personal conflicts between users and coaches beyond its platform governance.

iii. Technical failures, service disruptions, or force majeure events affecting resolution timelines.

8.2. User & Coach Obligations

a) Users and coaches agree to:

i. Provide accurate information and cooperate fully in grievance investigations.

ii. Refrain from abusive, defamatory, or threatening behaviour towards Atmadhruti staff.

iii. Exhaust all internal resolution mechanisms before seeking external legal remedies.

iv. Atmadhruti is not liable for any external legal expenses incurred by users or coaches.

9. MISCELLANEOUS

a) Atmadhruti reserves the right to update, revise, or amend this policy at its sole discretion.

b) Continued use of Atmadhruti’s platform after policy updates shall constitute acceptance of the revised terms.