Customer, parent, learner, institutional and supplier complaint process
Brand scope: This document applies specifically to ChessCurve. Customer and grievance requests for this brand must use admin@chesscurve.com.
This policy provides a fair process for parents, learners, customers, schools, colleges, coaches, vendors and suppliers to raise issues concerning the relevant brand’s programmes, website, payments, service delivery or commercial relationship.
Complaints may concern billing, invoices, refunds, class schedules, attendance, coaching/service quality, conduct, accessibility, privacy, child safety, platform access, marketing, vendor delivery or contract performance.
Submit a complaint to the brand email shown on this document. Phone: +91 81060 68181. Postal address: H. No. 2-22, Sivalayam Street, Varidhanam, Varidhanam Post, Palakollu (Mdl), West Godavari, Andhra Pradesh – 534260, India.
ChessCurve complaints must be sent to admin@chesscurve.com and tracked under the CC-GRV-YYYY-0001 format. These are reference formats; the Company must assign the actual year and serial number in its complaint register.
Provide the complainant’s name, registered email/phone, learner/customer or institution/vendor name, enrolment/order/contract/invoice reference, relevant dates, a clear description of the issue, the outcome requested and supporting screenshots or documents where available.
Do not share email passwords, full payment-card details or unnecessary sensitive personal information. Mark urgent child-safety, harassment, security or personal-data incidents as “URGENT”.
Grievance Officer: Chandrashekar, Designated Grievance Officer, ChessCurve School of Excellence Private Limited.
Before publishing, the Company must insert the responsible person’s actual name and confirm the required designation and contact particulars under applicable law. The relevant brand email and phone should be monitored and routed to the officer or authorised grievance team.
The Company will acknowledge consumer complaints within 48 working hours and endeavor to redress them within one month where the Consumer Protection (E-Commerce) Rules, 2020 or other applicable law requires those timeframes.
Internal service targets are acknowledgement within one business day and routine resolution within 7–15 business days where reasonably possible. These are service targets only and do not replace or reduce any statutory deadline or consumer right.
If investigation depends on a payment provider, school/college, supplier, coach or other third party, the Company should update the complainant on progress and explain any delay.
The Company may review relevant enrolment, attendance, payment, communication, platform or contract records, limiting access to personnel who need the information. Complaints should be logged with date received, category, assigned owner, reference number, action taken, response date and closure status.
If the issue is not resolved at first level, it may be escalated to management or the Grievance Officer. Serious safeguarding, fraud or data incidents may be escalated to parents/guardians, professional advisers, regulators or competent authorities where required or appropriate.
School, college, vendor and supplier complaints should quote the applicable purchase order, contract, invoice or service reference. Any contractual escalation process in a signed agreement also applies.
Good-faith complaints will be handled fairly and without retaliation. This policy does not prevent access to the National Consumer Helpline, a competent Consumer Commission, regulator, Data Protection Board or other authority where available and applicable.
Complaint information will be handled confidentially on a need-to-know basis, subject to lawful disclosure and investigation requirements.
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