Grievance Redressal & Customer Support Policy

1. Introduction

ChartWise Academy ("ChartWise Academy," "we," "us," or "our") is committed to providing a transparent, accessible, and responsible customer-support and grievance-redressal process. We recognize that customers and learners may occasionally experience issues relating to:

• Course access
• Payments
• Course enrollment
• Technical problems
• Course content
• Live classes
• Subscriptions
• Refunds
• Cancellations
• Account-related matters
• Website functionality
• Customer service
• Other services provided by ChartWise Academy

This Grievance Redressal & Customer Support Policy explains how customers can contact us, how support requests are handled, and how unresolved concerns may be escalated.

This Policy should be read together with our:

• Terms & Conditions
• Privacy Policy
• Cookie Policy
• Refund & Cancellation Policy
• Disclaimer and Risk Disclosure

2. Our Commitment

ChartWise Academy aims to provide customer support that is:

• Accessible
• Fair
• Transparent
• Professional
• Timely
• Respectful

We aim to understand the issue, investigate it where necessary, and provide an appropriate response or resolution consistent with our policies and applicable law.

3. Customer Support vs. Formal Grievance

We distinguish between a customer-support request and a formal grievance.

Customer Support Request — A routine question or problem that can generally be resolved through our customer-support process. Examples include:

• Login assistance
• Password issues
• Course-access problems
• Technical difficulties
• Course schedule questions
• Payment confirmation
• General course information
• Account-related assistance
• Basic Website-related issues

Formal Grievance — A complaint concerning a service, transaction, decision, or unresolved issue where the customer believes that further review or escalation is required. Examples include:

• Unresolved refund disputes
• Repeated technical problems
• Payment disputes
• Service-related complaints
• Complaints about customer support
• Alleged violation of published terms
• Privacy-related concerns
• Other material complaints concerning ChartWise Academy services

4. Customer Support Contact

Customers may contact our support team through the following channels.

Customers should provide sufficient information to allow us to identify the account, transaction, course, or issue involved.

5. General Enquiries

For general questions or non-urgent enquiries, customers may contact:

Email: info@chartwiseacademy.com

General enquiries may include:

• Course information
• Website information
• Learning resources
• General service questions
• Partnership enquiries
• Other non-technical matters

For account, payment, refund, or technical issues, customers should preferably use the Customer Support channel.

6. Information to Include in a Support Request

To help us investigate and resolve an issue efficiently, customers should provide, where applicable:

• Full name
• Registered email address
• Phone number
• Course or product name
• Order ID or transaction reference
• Date of purchase
• Payment method
• Description of the problem
• Relevant screenshots
• Error messages
• Previous support correspondence
• Requested resolution

Customers should not send:

• Passwords
• OTPs
• Banking PINs
• Credit/debit-card PINs
• Cryptocurrency private keys
• Seed phrases
• Other confidential authentication credentials

ChartWise Academy will never require a customer to disclose a cryptocurrency wallet seed phrase or private key for customer support.

7. Support Process

Customer-support requests will generally follow the following process:

1. Contact Support: Submit your request through support@chartwiseacademy.com or 7683012732 / 8076115912
2. Request Review: Our support team will review the information provided.
3. Additional Information: Where necessary, we may request additional information to verify the account or understand the issue.
4. Resolution: We will attempt to provide an appropriate resolution, explanation, correction, or next step.
5. Escalation: If the issue remains unresolved or the customer believes that further review is necessary, the matter may be escalated as a formal grievance.

8. Response Times

We aim to acknowledge customer-support requests within a reasonable period. The time required to resolve an issue may vary depending on:

• Complexity of the issue
• Information provided
• Third-party service providers
• Payment providers
• Technical investigations
• Account verification
• Nature of the complaint
• Other circumstances outside our reasonable control

Where a matter requires additional investigation, we may inform the customer that further time is required.

9. Grievance Redressal Process

If a customer is dissatisfied with the resolution provided through ordinary customer support, the customer may submit a formal grievance.

A formal grievance should include: Subject: Grievance – [Order/Course/Issue] — and should contain:

• Customer's full name
• Registered email address
• Contact number
• Course/product involved
• Order or transaction ID
• Date of purchase or relevant event
• Details of the complaint
• Previous support ticket or correspondence, if available
• Documents or screenshots supporting the complaint
• Preferred resolution

10. Grievance Contact

The same support channels may be used to initiate a grievance. Customers should clearly state that the communication is intended to be treated as a formal grievance.

11. Grievance Acknowledgement

We aim to acknowledge formal grievances within a reasonable period after receiving sufficient information. The acknowledgement may include:

• Confirmation that the grievance has been received
• Reference information, where applicable
• Request for additional information, if necessary
• An indication of the next steps

12. Grievance Investigation

Depending on the nature of the complaint, ChartWise Academy may review:

• Account information
• Course enrollment
• Payment records
• Transaction information
• Course-access records
• Customer-support correspondence
• Refund requests
• Technical logs
• Applicable policies
• Course-specific terms
• Other relevant information

We may request additional information from the customer where necessary.

13. Refund and Payment Grievances

Refund and payment complaints will be reviewed in accordance with the Refund & Cancellation Policy and applicable purchase terms. Payment-related complaints may include:

• Failed payments
• Duplicate payments
• Incorrect charges
• Refund delays
• Payment confirmation issues
• Unauthorized transaction concerns
• Other billing issues

Where a payment was processed through a third-party payment provider, the provider's processing records may also be relevant.

14. Course Access Grievances

If a customer cannot access a purchased course, the customer should first contact Customer Support. Possible causes may include:

• Incorrect login credentials
• Account configuration
• Technical errors
• Expired access
• Browser compatibility
• Payment status
• Other technical issues

ChartWise Academy will make reasonable efforts to investigate and restore legitimate access.

15. Technical Complaints

Technical complaints may relate to:

• Website errors
• Video playback
• Broken links
• Course dashboard problems
• Login issues
• Mobile compatibility
• Download problems
• Other technical difficulties

Customers should provide screenshots or error messages where possible. Temporary technical problems will not automatically create a refund entitlement where the issue can reasonably be resolved. Where a technical issue materially prevents delivery of a purchased service and cannot reasonably be resolved, an appropriate remedy may be considered in accordance with applicable terms and law.

16. Course Content Concerns

If a customer believes that educational content contains:

• A factual error
• A broken reference
• An outdated regulatory statement
• A technical error
• An incorrect calculation
• Other potentially misleading information

the customer may contact us. We may review the material and, where appropriate, correct, clarify, update, or annotate it. Financial-market information can change rapidly, and educational content may become outdated.

17. Financial-Market Complaints

ChartWise Academy provides financial-market education. Complaints concerning a user's:

• Trading losses
• Investment losses
• Strategy performance
• Market losses
• Missed trading opportunities
• Trading decisions
• Financial results

will not automatically establish liability or entitlement to a refund. ChartWise Academy does not guarantee:

• Trading profits
• Investment returns
• Strategy success
• Market predictions
• Financial independence
• Any particular financial outcome

Users are responsible for their own financial decisions.

18. Trading Signals and Market Commentary

Where educational material contains market examples, hypothetical trades, technical analysis, strategy demonstrations, or market commentary, such content should not automatically be interpreted as personalized investment advice.

Complaints concerning financial losses resulting from a user's independent trading or investment decisions will be considered in accordance with our Terms & Conditions and Disclaimer and Risk Disclosure.

19. Privacy-Related Grievances

If a customer has a concern regarding:

• Personal-data collection
• Use of personal information
• Data access
• Correction
• Deletion
• Privacy
• Cookies
• Marketing communications
• Other data-related matters

the customer may contact:

Email: info@chartwiseacademy.com or Customer Support: support@chartwiseacademy.com

Privacy complaints will be handled in accordance with our Privacy Policy and applicable data-protection requirements.

20. Abuse, Fraud and Impersonation

Customers should report suspected:

• Fraud
• Impersonation
• Unauthorized payment requests
• Fake ChartWise Academy websites
• Fake social-media accounts
• False investment-return promises
• Unauthorized use of the ChartWise Academy name
• Requests for passwords, OTPs, seed phrases, or private keys

to our official support channels. ChartWise Academy does not authorize individuals to guarantee investment or trading returns on its behalf.

21. What ChartWise Academy Will Not Ask For

For security reasons, ChartWise Academy will not require customers to provide:

• Account passwords
• OTPs
• UPI PINs
• ATM PINs
• Card PINs
• Internet-banking passwords
• Cryptocurrency private keys
• Cryptocurrency seed phrases
• Other secret authentication credentials

If anyone claiming to represent ChartWise Academy requests such information, do not provide it and contact us through the official support channels.

22. Customer Responsibilities

Customers are expected to:

• Provide accurate information
• Provide sufficient details about their complaint
• Keep transaction records
• Protect their account credentials
• Avoid sharing passwords
• Communicate respectfully
• Follow applicable Website policies
• Cooperate reasonably with investigations

Providing false or misleading information may delay the investigation or affect the outcome.

23. Support Abuse

ChartWise Academy aims to maintain a professional support environment. We do not tolerate:

• Threats
• Harassment
• Abusive language
• Discriminatory abuse
• Repeated spam
• Fraudulent complaints
• Impersonation
• Attempts to manipulate support processes
• Threats of harm against staff or other users

Where necessary, appropriate action may be taken, subject to applicable law.

24. Third-Party Service Issues

Some services used by ChartWise Academy may depend on third-party providers, including:

• Payment gateways
• Banks
• UPI providers
• Hosting providers
• Video platforms
• Email providers
• Internet service providers
• Software providers
• Other technology providers

Where an issue originates with a third-party provider, ChartWise Academy will make reasonable efforts to assist the customer but cannot guarantee the actions or processing times of the third party.

25. Escalation

If a customer believes that a support request has not been satisfactorily resolved, the customer may request escalation by clearly identifying the matter as a formal grievance. The grievance should include the previous support correspondence and explain why the customer believes the issue remains unresolved. The grievance will be reviewed by an appropriate representative of ChartWise Academy.

26. No Waiver of Legal Rights

Nothing in this Policy is intended to:

• Remove statutory rights
• Restrict legally available remedies
• Exclude consumer rights that cannot legally be excluded
• Prevent a customer from exercising rights available under applicable law

This Policy establishes ChartWise Academy's internal support and grievance process and does not replace any legal remedy available to a customer.

27. Regulatory and Legal Complaints

Where a complaint concerns regulatory, legal, tax, financial-advisory, securities, forex, cryptocurrency, or other regulated matters, ChartWise Academy may recommend that the customer seek advice from an appropriately qualified professional or contact the relevant regulatory authority. ChartWise Academy does not provide individualized legal or tax advice through its customer-support function.

28. Document Retention

We may retain information relating to customer-support requests and grievances for as long as reasonably necessary for:

• Resolving the matter
• Customer-service purposes
• Record keeping
• Legal compliance
• Fraud prevention
• Dispute resolution
• Protection of our rights

Information will be handled in accordance with our Privacy Policy and applicable law.

29. Confidentiality and Privacy

Information submitted during a support or grievance process may contain personal information. We will handle such information in accordance with our Privacy Policy and applicable law. Customers should avoid sending unnecessary sensitive personal information.

30. Policy Updates

ChartWise Academy may update this Grievance Redressal & Customer Support Policy from time to time to reflect:

• Changes in our services
• Changes in support channels
• Changes in applicable law
• Regulatory developments
• Operational improvements
• Changes to our internal processes

The latest version will be published on this page.

31. Contact Information

32. Quick Support Guide

33. Final Commitment

ChartWise Academy is committed to treating customer concerns seriously and handling support and grievances in a fair and professional manner. Our goal is not simply to close support tickets. Our goal is to:

We value feedback from our learners and customers because it helps us improve our educational services and overall user experience.