Grievance Redressal Policy

PART I – PRELIMINARY PROVISIONS

1. Introduction

Welcome to ConsulTOpen.

This Grievance Redressal Policy ("Policy") establishes the framework through which ConsulTOpen receives, acknowledges, investigates, resolves and records grievances relating to the Platform, its services, Consultants, Artificial Intelligence features, subscriptions, payments and every other aspect of the ConsulTOpen ecosystem.

ConsulTOpen is committed to maintaining a transparent, fair, accessible and efficient grievance redressal mechanism that enables Users to report concerns and seek appropriate resolution in accordance with applicable laws and Platform Policies.

This Policy governs the submission, acknowledgement, investigation, resolution, escalation and closure of grievances submitted by Users, Consultants, Educational Institutions, Parents or Guardians, Working Professionals and every other person interacting with the Platform.

This Policy also explains the categories of grievances accepted by ConsulTOpen, the procedures followed during investigations, expected timelines, confidentiality obligations, escalation mechanisms, User rights and the responsibilities of every person participating in the grievance redressal process.

Nothing contained in this Policy shall be interpreted as limiting ConsulTOpen's unrestricted right to investigate complaints, request supporting information, suspend accounts, take disciplinary action or adopt any other lawful measure necessary to protect the Platform, its Users or its legitimate business interests in accordance with applicable law and the Terms & Conditions.

2. Purpose of This Policy

The purpose of this Policy is to establish a comprehensive framework governing the reporting, acknowledgement, investigation, resolution and management of grievances relating to the ConsulTOpen Platform.

Without limitation, this Policy governs:

• submission of grievances;
• grievance acknowledgement;
• grievance categorisation;
• grievance investigations;
• evidence collection;
• requests for additional information;
• complaint resolution timelines;
• grievance escalation procedures;
• confidentiality obligations;
• Consultant-related grievances;
• Artificial Intelligence-related grievances;
• payment-related grievances;
• subscription-related grievances;
• privacy and data protection grievances;
• child safety grievances;
• parent consent grievances;
• record retention;
• future grievance mechanisms; and
• every other matter reasonably connected with grievance redressal.

This Policy is intended to promote transparency, procedural fairness, accountability and timely resolution of genuine grievances while protecting the rights and legitimate interests of all parties involved.

3. Scope of This Policy

This Policy applies to every individual or entity who accesses, browses, registers for, purchases, subscribes to, provides services through or otherwise uses the ConsulTOpen Platform.

Without limitation, this Policy applies to:

• Students;
• Working Professionals;
• Parents or Guardians acting on behalf of Minor Students;
• Consultants;
• Educational Institutions;
• Schools;
• Universities;
• Corporate Organisations;
• Enterprise Customers;
• Strategic Partners;
• Beta Programme Participants;
• Visitors to the Platform; and
• every future category of User interacting with the Platform.

This Policy applies irrespective of whether the grievance relates to a free service, paid service, consultation, subscription, Artificial Intelligence feature, Platform functionality or any future service introduced by ConsulTOpen.

4. Definitions

For the purposes of this Policy:

"Grievance" means any complaint, concern, dispute, allegation, report, objection, request for review or dissatisfaction relating to the ConsulTOpen Platform or any service provided through it.

"Complainant" means any person or entity submitting a grievance under this Policy.

"Respondent" means any person, Consultant, User or other party against whom a grievance has been submitted.

"Grievance Officer" means the individual appointed by ConsulTOpen to receive, manage, investigate and facilitate the resolution of grievances in accordance with applicable law.

"Investigation" means the process undertaken by ConsulTOpen to examine the facts, evidence, records and circumstances relating to a grievance.

"Evidence" includes screenshots, emails, payment records, invoices, chat records, session details, documents, recordings where legally permissible and any other material relevant to the investigation of a grievance.

"Artificial Intelligence Grievance" means any grievance relating to Artificial Intelligence features, recommendations, outputs, career roadmaps, moderation systems or any other AI-powered functionality provided through the Platform.

"Consultant Grievance" means any grievance relating to the conduct, professionalism, ethics, communication, availability or services of a Consultant using the Platform.

Unless otherwise defined in this Policy, capitalised terms shall have the meanings assigned to them in the ConsulTOpen Terms & Conditions or Privacy Policy.

5. Relationship with Other Policies

This Grievance Redressal Policy forms an integral part of the comprehensive legal framework governing the ConsulTOpen Platform.

It shall be read together with:

• Terms & Conditions;
• Privacy Policy;
• Subscription & Membership Policy;
• Cookie & Data Retention Policy;
• Artificial Intelligence Policy;
• Community Guidelines;
• Child Safety Policy;
• Parent Consent Policy; and
• every future Platform Policy published by ConsulTOpen.

Unless expressly stated otherwise, the provisions relating to governing law, dispute resolution, limitation of liability, interpretation, notices, severability, survival and every other general legal provision contained in the Terms & Conditions shall apply equally to this Policy.

Where any inconsistency exists between this Policy and the Terms & Conditions, the more specific provision relating to grievance redressal shall prevail only with respect to the relevant subject matter unless otherwise required by applicable law.

6. Changes to This Policy

ConsulTOpen reserves the unrestricted right, at its sole discretion and to the fullest extent permitted by applicable law, to amend, revise, supplement, replace, update, suspend or discontinue this Policy at any time.

Without limitation, ConsulTOpen may modify:

• grievance procedures;
• complaint categories;
• investigation processes;
• resolution timelines;
• escalation mechanisms;
• communication channels;
• record retention practices;
• confidentiality procedures;
• Artificial Intelligence grievance processes;
• Consultant grievance procedures;
• child safety reporting mechanisms;
• future grievance services; and
• every other aspect of grievance management.

Material revisions may be communicated through:

• Website notices;
• Dashboard notifications;
• Email;
• SMS;
• WhatsApp;
• Push notifications;
• In-app notifications; or
• any other electronic communication channel considered appropriate by

ConsulTOpen.

Continued use of the Platform after the effective date of any revised Policy constitutes acceptance of the updated Policy to the fullest extent permitted by applicable law.

7. Electronic Acceptance

This Policy constitutes an electronic legal record.

A User shall be deemed to have accepted this Policy by:

• accessing the Platform;
• registering a User Account;
• submitting a grievance;
• responding to a grievance investigation;
• communicating with the Grievance Officer;
• using any service offered through the Platform; or
• otherwise interacting with the ConsulTOpen grievance redressal mechanism.

Electronic acceptance shall possess the same legal validity and enforceability as a handwritten signature to the fullest extent permitted by applicable law.

PART II – GRIEVANCE REDRESSAL FRAMEWORK

8. Grievance Redressal Mechanism

ConsulTOpen has established a structured Grievance Redressal Mechanism to enable Users and other eligible persons to report complaints, concerns, disputes or policy violations in a fair, transparent and efficient manner.

The Grievance Redressal Mechanism is intended to:

• receive grievances;
• acknowledge receipt of grievances;
• conduct fair and impartial investigations;
• communicate with the concerned parties;
• facilitate timely resolution;
• maintain appropriate records;
• implement corrective actions where necessary; and
• continuously improve Platform services.

ConsulTOpen reserves the unrestricted right to determine the most appropriate method for investigating and resolving each grievance based upon its nature, complexity, seriousness and the information available.

9. Who May Submit a Grievance

Subject to this Policy, grievances may be submitted by:

• Students;
• Working Professionals;
• Parents or Guardians acting on behalf of Minor Students;
• Consultants;
• Educational Institutions;
• Schools;
• Universities;
• Corporate Organisations;
• Enterprise Customers;
• Strategic Partners;
• Beta Programme Participants;
• Visitors to the Platform;
• authorised legal representatives; and
• any other person having a legitimate interest in the matter.

Submission of a grievance does not automatically entitle the complainant to any specific remedy, compensation or outcome.

ConsulTOpen reserves the right to verify the identity and authority of any person submitting a grievance before commencing an investigation.

10. Categories of Grievances

Without limitation, grievances may relate to:

• Platform functionality;
• technical issues;
• account access;
• login difficulties;
• payment transactions;
• refunds;
• subscriptions;
• Consultant conduct;
• career counselling services;
• mental wellness services;
• Artificial Intelligence features;
• AI-generated recommendations;
• AI-generated career roadmaps;
• privacy concerns;
• data protection;
• Cookie Technologies;
• child safety;
• parent consent;
• intellectual property;
• abuse or harassment;
• discrimination;
• fraud or suspected fraud;
• cybersecurity incidents;
• accessibility concerns;
• policy violations;
• service quality;
• billing disputes;
• communication issues;
• content moderation;
• identity verification;
• unauthorised account activity; and
• any other issue reasonably connected with the ConsulTOpen Platform.

ConsulTOpen reserves the unrestricted right to introduce additional grievance categories as the Platform evolves.

11. Grievance Submission Channels

Grievances may presently be submitted through one or more of the following authorised channels:

• Support Email;
• Grievance Officer Email;
• official Website;
• Platform contact forms; and
• any other communication channel expressly authorised by ConsulTOpen.

As the Platform evolves, ConsulTOpen may introduce additional grievance submission channels including:

• dedicated Support Portal;
• online ticketing system;
• Artificial Intelligence-assisted support;
• WhatsApp support;
• telephone support;
• mobile application support;
• live chat;
• in-app reporting tools; and
• any other communication mechanism considered appropriate.

Grievances submitted through unofficial or unauthorised communication channels may not be processed under this Policy.

12. Information Required for a Grievance

To facilitate a fair and efficient investigation, complainants should provide, where applicable:

• full name;
• registered email address;
• registered mobile number;
• User ID or account details;
• date and time of the incident;
• detailed description of the grievance;
• names of persons involved, where known;
• screenshots;
• payment transaction details;
• invoices or receipts;
• emails;
• chat records;
• session details;
• recordings where legally permissible;
• supporting documents; and
• any other information reasonably relevant to the grievance.

Failure to provide sufficient information may delay or prevent investigation of the grievance.

ConsulTOpen reserves the right to request additional information or clarification before proceeding with an investigation.

13. Anonymous Grievances

ConsulTOpen may, at its sole discretion, review anonymous grievances where the information provided appears credible, serious or relates to matters affecting Platform security, child safety, fraud, legal compliance or other significant concerns.

However, ConsulTOpen shall not be obligated to investigate, respond to or resolve anonymous grievances where:

• insufficient information has been provided;
• the identity of the complainant cannot reasonably be verified where verification is

necessary;

• supporting evidence is unavailable;
• investigation is not reasonably possible; or
• applicable law requires identification of the complainant.

The acceptance of an anonymous grievance shall not create any obligation upon ConsulTOpen to disclose investigation details or outcomes.

14. Good Faith Reporting

ConsulTOpen encourages every User to report genuine concerns honestly, responsibly and in good faith.

A grievance shall ordinarily be regarded as submitted in good faith where the complainant reasonably believes that the information provided is accurate and that the grievance is submitted for the legitimate purpose of reporting a genuine concern.

A complainant shall not be penalised merely because an investigation ultimately concludes that no policy violation occurred, provided the grievance was submitted honestly and without malicious intent.

Nothing contained in this Section limits ConsulTOpen's right to reject, investigate or take appropriate action against grievances that are knowingly false, fraudulent, malicious, abusive, vexatious or submitted for an improper purpose.

PART III – GRIEVANCE HANDLING PROCESS

15. Acknowledgement of Grievances

Upon receipt of a grievance submitted through an authorised communication channel, ConsulTOpen shall use commercially reasonable efforts to acknowledge receipt of the grievance within forty-eight (48) hours.

The acknowledgement may include, where applicable:

• confirmation of receipt;
• a grievance reference number;
• the date and time of receipt;
• the communication channel through which the grievance was received;
• the next steps in the grievance handling process;
• any request for additional information; and
• any other information considered appropriate by ConsulTOpen.

Acknowledgement of a grievance shall not constitute:

• acceptance of the allegations;
• admission of liability;
• confirmation of policy violation;
• approval of any requested remedy; or
• a guarantee that the grievance will be resolved in favour of the complainant.

16. Preliminary Assessment

Following acknowledgement, ConsulTOpen may conduct a preliminary assessment to determine:

• whether the grievance falls within the scope of this Policy;
• whether sufficient information has been provided;
• the seriousness of the allegations;
• whether immediate action is necessary;
• whether the grievance should receive priority handling;
• whether additional information is required;
• whether another Platform Policy is applicable; and
• whether the grievance should proceed to a formal investigation.

ConsulTOpen reserves the unrestricted right to reject or close grievances that are clearly outside the scope of this Policy, unsupported by sufficient information or otherwise incapable of reasonable investigation.

17. Investigation Process

Where appropriate, ConsulTOpen shall undertake a fair, impartial and commercially reasonable investigation into the grievance.

Without limitation, an investigation may include:

• reviewing User Accounts;
• reviewing Platform activity;
• reviewing Consultant records;
• reviewing communication records;
• reviewing payment records;
• reviewing subscription records;
• reviewing Artificial Intelligence logs;
• reviewing technical logs;
• reviewing security logs;
• examining supporting evidence;
• obtaining statements from relevant persons;
• consulting internal teams;
• consulting external service providers where necessary; and
• undertaking any other lawful investigative activity considered appropriate.

The nature, scope and duration of every investigation shall depend upon the complexity and seriousness of the grievance.

18. Request for Additional Information

Where the information initially provided is incomplete or insufficient, ConsulTOpen may request additional information from the complainant or any other relevant person.

Such information may include, without limitation:

• screenshots;
• payment confirmations;
• invoices;
• account details;
• emails;
• chat records;
• consultation details;
• session information;
• identification documents where reasonably necessary;
• additional written explanations; and
• any other supporting material relevant to the grievance.

Failure to provide reasonably requested information within a reasonable period may result in:

• delays in investigation;
• suspension of the investigation;
• inability to determine the facts; or
• closure of the grievance where further investigation is not reasonably possible.

19. Resolution Timeline

ConsulTOpen shall use commercially reasonable efforts to resolve grievances within thirty (30) calendar days from the date of acknowledgement.

However, additional time may be required where, without limitation:

• the grievance is unusually complex;
• additional evidence is required;
• third-party cooperation is necessary;
• regulatory authorities are involved;
• legal proceedings affect the investigation;
• cybersecurity incidents require extended review;
• fraud investigations are ongoing;
• multiple grievances are interconnected;
• Force Majeure Events occur; or
• circumstances exist beyond the reasonable control of ConsulTOpen.

Where reasonably practicable, ConsulTOpen may keep the complainant informed regarding material delays in the grievance handling process.

20. Closure of Grievances

A grievance may be closed when:

• the investigation has been completed;
• an appropriate resolution has been communicated;
• the grievance has been resolved;
• insufficient information prevents further investigation;
• the complainant fails to provide reasonably requested information;
• the grievance falls outside the scope of this Policy;
• the grievance is found to be malicious, fraudulent or frivolous;
• the matter has been resolved through mutual agreement;
• the matter has been referred to another appropriate authority; or
• any other lawful reason exists for closure.

Closure of a grievance shall not prevent ConsulTOpen from reopening the matter where:

• new evidence becomes available;
• material facts were previously unavailable;
• fraud is subsequently discovered;
• legal or regulatory requirements so require; or
• reopening is otherwise considered necessary to protect the Platform, its Users or

the legitimate interests of ConsulTOpen.

ConsulTOpen shall maintain appropriate records relating to the handling and closure of grievances in accordance with its record retention practices and applicable law.

PART IV – INVESTIGATION & RESOLUTION

21. Investigation Powers

ConsulTOpen reserves the unrestricted right to conduct fair, impartial and commercially reasonable investigations into any grievance submitted under this Policy.

Without limitation, ConsulTOpen may:

• request additional information from the complainant;
• request clarification from any party involved;
• review User Account information;
• review Consultant records;
• review Platform activity logs;
• review Artificial Intelligence logs;
• review session records;
• review communication records;
• review payment records;
• review subscription records;
• review security logs;
• examine technical records;
• verify submitted evidence;
• interview Consultants;
• interview Users where appropriate;
• consult internal teams;
• engage external experts where reasonably necessary;
• cooperate with law enforcement authorities;
• cooperate with regulatory authorities; and
• undertake any other lawful investigative action considered appropriate.

Every investigation shall be conducted in accordance with applicable law, Platform Policies and the principles of procedural fairness.

22. Confidentiality

ConsulTOpen shall use commercially reasonable efforts to maintain the confidentiality of grievances, investigations and related information.

Information relating to a grievance shall ordinarily be disclosed only:

• to the complainant;
• to the respondent where appropriate;
• to authorised employees;
• to authorised Consultants where necessary;
• to legal advisors;
• to regulatory authorities;
• to law enforcement agencies;
• to courts or tribunals;
• to authorised third-party service providers assisting in the investigation; or
• where otherwise required or permitted by applicable law.

Users participating in grievance investigations are expected to maintain confidentiality regarding information obtained during the grievance process.

Nothing contained in this Section shall prevent ConsulTOpen from disclosing information reasonably necessary to investigate, resolve or defend any grievance or to comply with applicable legal obligations.

23. Possible Outcomes

Following completion of an investigation, ConsulTOpen may determine one or more appropriate outcomes depending upon the facts and circumstances of the grievance.

Without limitation, possible outcomes may include:

• dismissal of the grievance;
• clarification of Platform Policies;
• issuance of warnings;
• educational guidance;
• correction of Platform errors;
• implementation of technical fixes;
• restoration of User access;
• temporary account restrictions;
• permanent account suspension;
• Consultant warnings;
• Consultant suspension;
• Consultant removal from the Platform;
• refund approval where applicable;
• subscription adjustments;
• content removal;
• modification of Platform features;
• internal policy improvements;
• referral to law enforcement authorities;
• referral to regulatory authorities; or
• any other lawful remedial action considered appropriate by ConsulTOpen.

The outcome of a grievance shall depend upon the facts established during the investigation and shall not create any precedent for future grievances.

24. False, Malicious & Frivolous Complaints

ConsulTOpen is committed to protecting the integrity of its grievance redressal mechanism.

Accordingly, grievances that are knowingly false, fraudulent, malicious, abusive, frivolous, vexatious or submitted for an improper purpose may be rejected.

Where appropriate, ConsulTOpen reserves the unrestricted right to:

• issue warnings;
• request clarification;
• reject the grievance;
• suspend investigations;
• restrict Platform access;
• suspend User Accounts;
• terminate User Accounts;
• revoke Platform privileges;
• recover losses where permitted by law;
• report unlawful conduct to competent authorities; or
• take any other lawful action considered appropriate.

Nothing contained in this Section shall discourage or penalise genuine complaints submitted honestly and in good faith.

25. Record Retention

ConsulTOpen shall maintain records relating to grievances in accordance with applicable law and its internal record management practices.

Without limitation, grievance records may include:

• complaint details;
• supporting evidence;
• investigation records;
• communications;
• decisions;
• corrective actions;
• appeal records where applicable;
• internal notes; and
• any other material relevant to the grievance.

Grievance records may ordinarily be retained for a period of seven (7) years from the date of closure or for such longer period as may be required by:

• applicable law;
• court orders;
• regulatory authorities;
• fraud investigations;
• legal proceedings;
• contractual obligations; or
• legitimate business requirements.

26. Mediation & Amicable Resolution

Where appropriate and without limiting any legal rights, ConsulTOpen may attempt to resolve grievances through good-faith discussions, clarification, mediation or other mutually acceptable methods before or during the formal grievance process.

Such efforts may include:

• facilitating communication between the parties;
• providing clarifications regarding Platform Policies;
• resolving misunderstandings;
• proposing mutually acceptable solutions;
• correcting administrative or technical errors;
• implementing appropriate remedial measures; or
• undertaking any other reasonable action intended to resolve the grievance

efficiently.

Participation in any mediation or amicable resolution process shall be voluntary unless otherwise required by applicable law or contractual obligations.

Failure to reach an amicable resolution shall not prejudice the rights of any party to continue through the grievance process or pursue any remedy available under applicable law.

27. Escalation Process

If a complainant remains dissatisfied following the initial resolution of a grievance, the grievance may be escalated in accordance with the procedures established by ConsulTOpen.

The current escalation framework may include:

Level 1: Customer Support Review

↓

Level 2: Grievance Officer Review

↓

Level 3: Founder Review

↓

Level 4: Any legal remedies available under applicable law.

As ConsulTOpen expands, additional internal review panels, specialist teams, independent reviewers or dedicated grievance committees may be introduced.

Submission of an escalation request does not guarantee modification of the original decision.

ConsulTOpen reserves the unrestricted right to uphold, modify, reverse or supplement any previous decision where justified by additional evidence, legal requirements or other relevant circumstances.

PART V – SPECIAL GRIEVANCES

28. Consultant-related Grievances

ConsulTOpen is committed to maintaining high standards of professionalism, ethics and service quality among Consultants using the Platform.

Users may submit grievances relating to Consultants, including but not limited to:

• unprofessional conduct;
• unethical behaviour;
• inappropriate language or communication;
• harassment;
• discrimination;
• repeated delays;
• missed sessions;
• repeated cancellations;
• inaccurate representation of qualifications;
• violation of Platform Policies;
• breach of confidentiality;
• conflicts of interest;
• misuse of Platform features;
• inappropriate recommendations;
• misconduct during consultations; or
• any other conduct reasonably considered inconsistent with the standards expected

by ConsulTOpen.

Upon receiving such a grievance, ConsulTOpen may investigate the matter and take appropriate action in accordance with this Policy, the Consultant Agreement, the Consultant Code of Conduct and applicable law.

29. Ai-related Grievances

ConsulTOpen recognises that certain Platform features may utilise Artificial Intelligence technologies.

Users may submit grievances relating to Artificial Intelligence features, including but not limited to:

• AI-generated recommendations;
• AI-generated career roadmaps;
• AI-generated responses;
• AI-generated summaries;
• AI moderation decisions;
• inaccurate AI outputs;
• biased recommendations;
• inappropriate AI behaviour;
• technical failures;
• AI accessibility concerns; or
• any other issue relating to AI-powered functionality.

ConsulTOpen shall use commercially reasonable efforts to investigate AI-related grievances and, where appropriate, improve the accuracy, reliability and performance of its Artificial Intelligence systems.

Submission of an AI-related grievance shall not be interpreted as a guarantee that Artificial Intelligence outputs will be modified or that a particular outcome will be achieved.

30. Privacy & Data Protection Grievances

Users may submit grievances relating to the collection, use, disclosure, storage, retention or protection of their Personal Information.

Without limitation, such grievances may relate to:

• privacy concerns;
• data protection;
• unauthorised access;
• data security;
• Cookie Technologies;
• consent management;
• account privacy;
• suspected data breaches;
• Personal Information requests;
• correction requests;
• deletion requests; or
• any other privacy-related concern.

Privacy-related grievances shall be handled in accordance with this Policy, the Privacy Policy, the Cookie & Data Retention Policy and applicable data protection laws.

31. Payment & Subscription Grievances

Users may submit grievances relating to financial transactions and Subscription Services, including but not limited to:

• payment failures;
• duplicate payments;
• failed transactions;
• refunds;
• subscription activation;
• subscription renewal;
• automatic renewals;
• billing disputes;
• pricing concerns;
• payment confirmations;
• promotional pricing;
• subscription benefits; or
• any other issue relating to payments or subscriptions.

Such grievances may require verification of payment records and cooperation with authorised payment service providers before an appropriate resolution can be determined.

32. Child Safety & Parent Consent Grievances

ConsulTOpen places significant importance on the safety, wellbeing and lawful processing of information relating to minors.

Users may submit grievances relating to:

• child safety;
• inappropriate interactions involving minors;
• violations of the Child Safety Policy;
• Parent Consent requirements;
• unauthorised access by minors;
• age verification concerns;
• safeguarding obligations;
• inappropriate content involving minors; or
• any other matter affecting the safety or welfare of minor Users.

ConsulTOpen may prioritise such grievances and take immediate protective measures where reasonably necessary.

Where required by applicable law, appropriate authorities may also be notified.

33. Priority Grievances

Certain grievances may require immediate attention due to their seriousness or potential impact upon Users or the Platform.

Without limitation, Priority Grievances may include:

• child safety concerns;
• self-harm concerns;
• suicide-related concerns;
• threats of violence;
• harassment;
• sexual misconduct;
• privacy breaches;
• data breaches;
• financial fraud;
• identity theft;
• cybersecurity incidents;
• serious Consultant misconduct;
• significant Artificial Intelligence failures;
• unlawful content;
• criminal activity; or
• any other matter reasonably requiring urgent intervention.

ConsulTOpen reserves the unrestricted right to prioritise the investigation, review and resolution of such grievances and to take immediate protective action where considered necessary.

34. Emergency Situations

The ConsulTOpen Grievance Redressal Mechanism is not intended to function as an emergency response service.

Users should not rely upon the grievance process where immediate assistance is required.

Without limitation, in the event of:

• a medical emergency;
• a mental health crisis;
• suicidal thoughts or behaviour;
• imminent risk of self-harm;
• immediate danger to any person;
• criminal activity requiring urgent intervention;
• threats to life or safety; or
• any other emergency situation,

Users should immediately contact the appropriate emergency services, law enforcement authorities, medical professionals or other competent emergency response providers within their jurisdiction.

Submission of a grievance shall not create any obligation upon ConsulTOpen to provide emergency medical care, crisis intervention, law enforcement services or emergency response assistance.

Where ConsulTOpen becomes aware of circumstances indicating an immediate risk to life, safety or legal compliance, ConsulTOpen reserves the right to take any lawful action considered reasonably necessary, including notifying appropriate authorities or taking immediate protective measures in accordance with applicable law.

PART VI – USER RIGHTS & RESPONSIBILITIES

35. Rights of Complainants

ConsulTOpen is committed to ensuring that every grievance submitted under this Policy is handled in a fair, transparent and impartial manner.

Subject to applicable law and this Policy, every complainant may have the right to:

• submit a grievance through an authorised communication channel;
• receive acknowledgement of a grievance within the applicable timeline;
• provide supporting evidence and relevant information;
• receive reasonable opportunities to clarify the grievance where necessary;
• be treated fairly and respectfully throughout the grievance process;
• have the grievance reviewed in accordance with this Policy;
• request updates regarding the status of the grievance where reasonably

appropriate;

• request escalation of a grievance in accordance with this Policy;
• expect reasonable confidentiality during the investigation process;
• withdraw a grievance before its resolution, subject to applicable law and

ConsulTOpen's legitimate interests; and

• pursue any other remedies available under applicable law.

Nothing contained in this Section guarantees that every grievance shall result in the outcome requested by the complainant.

36. Responsibilities of Complainants

Every complainant shall act honestly, responsibly and in good faith while participating in the grievance process.

Without limitation, every complainant agrees to:

• provide truthful and accurate information;
• submit grievances in good faith;
• cooperate with reasonable investigation requests;
• provide supporting evidence where available;
• promptly respond to requests for clarification;
• avoid abusive, threatening or offensive communications;
• refrain from submitting knowingly false or misleading information;
• avoid misuse of the grievance process;
• comply with applicable laws and Platform Policies; and
• respect the rights and privacy of other persons involved in the grievance.

Failure to comply with these responsibilities may affect ConsulTOpen's ability to investigate or resolve the grievance.

37. Cooperation During Investigation

Every person participating in a grievance investigation, including complainants, respondents, Consultants and other relevant parties, is expected to cooperate reasonably with ConsulTOpen.

Such cooperation may include:

• providing accurate information;
• responding to reasonable requests;
• supplying relevant documents;
• preserving available evidence;
• participating in interviews where appropriate;
• complying with verification requirements;
• assisting in fact-finding activities; and
• refraining from interfering with the investigation.

Failure to cooperate may result in delays, closure of the grievance or any other lawful action reasonably considered appropriate by ConsulTOpen.

38. Protection Against Retaliation

ConsulTOpen encourages Users to report genuine concerns without fear of retaliation.

Accordingly, ConsulTOpen shall use commercially reasonable efforts to discourage retaliation against individuals who submit grievances honestly and in good faith or who cooperate with grievance investigations.

Retaliation may include, without limitation:

• intimidation;
• harassment;
• threats;
• discrimination;
• coercion;
• victimisation;
• misuse of Platform features;
• interference with Platform access; or
• any other conduct intended to discourage legitimate grievance reporting.

Where ConsulTOpen determines that retaliation has occurred, appropriate action may be taken in accordance with this Policy, the Terms & Conditions and applicable law.

This protection shall not extend to individuals who knowingly submit false, malicious or fraudulent grievances.

39. Misuse of the Grievance Process

The grievance mechanism exists solely for the purpose of resolving genuine concerns relating to the ConsulTOpen Platform.

Users shall not misuse the grievance process by:

• submitting knowingly false complaints;
• repeatedly submitting substantially identical grievances without new information;
• using grievances to harass another person;
• making abusive or threatening communications;
• attempting to obtain improper commercial advantage;
• submitting fabricated evidence;
• impersonating another individual;
• interfering with investigations;
• attempting to manipulate grievance outcomes; or
• engaging in any other improper or unlawful conduct.

Where misuse of the grievance mechanism is reasonably established, ConsulTOpen reserves the unrestricted right to:

• reject the grievance;
• discontinue the investigation;
• issue warnings;
• suspend or terminate User Accounts;
• restrict access to Platform services;
• revoke Platform privileges;
• report unlawful conduct to competent authorities; or
• take any other lawful action considered appropriate.

Nothing contained in this Section limits ConsulTOpen's right to investigate or respond to genuine grievances submitted in good faith.

PART VII – FUTURE GRIEVANCE SERVICES

40. Future Support Channels

ConsulTOpen continuously seeks to improve the accessibility, efficiency and quality of its grievance redressal mechanism.

Accordingly, ConsulTOpen reserves the unrestricted right to introduce additional grievance submission and support channels from time to time.

Without limitation, future grievance channels may include:

• dedicated online grievance portal;
• integrated support dashboard;
• mobile application grievance centre;
• in-app complaint submission;
• Artificial Intelligence-assisted support;
• live chat support;
• WhatsApp support;
• telephone support;
• video assistance;
• chatbot-assisted grievance submission;
• multilingual support services;
• institution-specific grievance portals;
• enterprise support channels; and
• any other communication mechanism considered appropriate by ConsulTOpen.

The availability of any support channel may vary depending upon operational, commercial or regulatory considerations.

41. Ai-assisted Grievance Handling

ConsulTOpen may introduce Artificial Intelligence technologies to improve the efficiency, accessibility and consistency of grievance management.

Without limitation, Artificial Intelligence may assist in:

• grievance categorisation;
• complaint routing;
• acknowledgement generation;
• document organisation;
• evidence classification;
• translation services;
• response suggestions;
• status updates;
• duplicate grievance detection;
• fraud detection;
• analytics;
• workflow automation; and
• other administrative functions relating to grievance management.

Artificial Intelligence shall ordinarily function as an assistive tool and shall not replace human review where human judgment is reasonably required, particularly for complex, sensitive or high-risk grievances.

ConsulTOpen reserves the unrestricted right to expand, modify or discontinue AIassisted grievance services in accordance with applicable law.

42. Future Complaint Categories

As the ConsulTOpen Platform evolves, new services, technologies and business offerings may give rise to additional categories of grievances.

Accordingly, ConsulTOpen reserves the unrestricted right to recognise and investigate grievances relating to future services including, without limitation:

• newly introduced Platform features;
• future Artificial Intelligence services;
• educational programmes;
• enterprise services;
• institutional partnerships;
• mobile applications;
• desktop applications;
• APIs and developer services;
• international operations;
• community features;
• future subscription programmes;
• future Consultant services;
• future mental wellness services;
• future career development services; and
• any other products or services introduced by ConsulTOpen.

Such grievance categories shall automatically become subject to this Policy unless a separate grievance procedure is expressly published.

43. Reservation of Rights

Except where prohibited by applicable law, ConsulTOpen reserves the unrestricted right to:

• introduce new grievance procedures;
• modify grievance handling processes;
• establish specialised grievance teams;
• appoint additional Grievance Officers;
• introduce independent review mechanisms;
• create dedicated complaint categories;
• implement new investigation technologies;
• introduce Artificial Intelligence-assisted grievance management;
• modify grievance timelines where reasonably necessary;
• expand grievance support channels;
• revise internal review procedures;
• improve investigation methodologies;
• comply with evolving legal and regulatory requirements; and
• make any other commercially reasonable modification to its grievance redressal

framework.

The exercise of any right reserved under this Policy shall not constitute a breach of any contractual obligation and shall become effective in accordance with this Policy, the Terms & Conditions and applicable law.

PART VIII – GENERAL LEGAL PROVISIONS

44. Relationship with the Terms & Conditions

This Grievance Redressal Policy forms an integral part of the ConsulTOpen legal framework and shall be read together with the Terms & Conditions, Privacy Policy and every other applicable Platform Policy.

Unless expressly provided otherwise in this Policy, all general legal provisions contained within the ConsulTOpen Terms & Conditions shall apply equally to this Policy, including but not limited to provisions relating to:

• definitions;
• interpretation;
• governing law;
• jurisdiction;
• dispute resolution;
• arbitration;
• electronic records;
• electronic acceptance;
• limitation of liability;
• indemnification;
• intellectual property;
• force majeure;
• notices;
• severability;
• waiver;
• assignment;
• survival of obligations; and
• every other applicable legal provision.

Where any inconsistency exists between this Policy and the Terms & Conditions, the provision specifically governing grievance redressal shall prevail only with respect to the relevant subject matter unless otherwise required by applicable law.

45. Survival

The following provisions of this Policy shall survive the suspension, termination or discontinuation of a User Account, Platform access or this Policy, to the extent applicable:

• grievance records;
• confidentiality obligations;
• record retention obligations;
• fraud investigations;
• audit rights;
• legal compliance obligations;
• intellectual property rights;
• limitation of liability;
• dispute resolution provisions;
• indemnification obligations;
• enforcement rights; and
• any other rights or obligations which, by their nature, are intended to survive

termination.

Termination of Platform access shall not affect any accrued rights, obligations or liabilities existing prior to such termination.

46. No Waiver

Failure by ConsulTOpen to exercise or enforce any right, remedy or provision available under this Policy shall not constitute:

• waiver;
• abandonment;
• estoppel;
• limitation of future enforcement; or
• relinquishment of any legal right.

Any waiver shall be valid only if expressly made in writing by an authorised representative of ConsulTOpen.

47. Severability

If any provision of this Policy is held to be invalid, unlawful or unenforceable by any court or competent authority, such provision shall be enforced to the maximum extent permissible under applicable law.

The remaining provisions shall continue in full force and effect.

Where reasonably possible, the invalid provision shall be interpreted in a manner consistent with its original legal and commercial intent.

48. Assignment

ConsulTOpen may assign, transfer or otherwise deal with its rights and obligations under this Policy in connection with:

• mergers;
• acquisitions;
• investments;
• restructuring;
• business transfers;
• strategic partnerships;
• corporate reorganisations; or
• any other lawful commercial transaction.

Users may not assign, transfer or delegate any rights or obligations arising under this Policy without the prior written consent of ConsulTOpen.

49. Entire Grievance Framework

This Grievance Redressal Policy constitutes the comprehensive policy governing the reporting, investigation, management, resolution and documentation of grievances relating to the ConsulTOpen Platform.

This Policy shall be read together with:

• Terms & Conditions;
• Privacy Policy;
• Subscription & Membership Policy;
• Cookie & Data Retention Policy;
• Artificial Intelligence Policy;
• Child Safety Policy;
• Parent Consent Policy;
• Community Guidelines; and
• every future Platform Policy published by ConsulTOpen.

Together, these documents constitute the complete legal and operational framework governing grievance handling and dispute resolution within the ConsulTOpen Platform.

50. Contact Information

For questions, concerns or grievances relating to this Policy or the ConsulTOpen Platform, Users may contact ConsulTOpen through the following authorised channels:

Support Email: support@consultopen.com

Legal Email: consultopen1@gmail.com

Grievance Officer: Abhinav Saini

Grievance Officer Email: abhinav@consultopen.com

Contact Number: +91 9717972908

Registered Office:

House No. 20, First Floor, Khasra No. 630, Pahari Colony, Ghitorni Enclave, New Delhi – 110030, India

Official Website: https://consultopen.com

ConsulTOpen shall use commercially reasonable efforts to acknowledge and process grievances in accordance with the timelines specified in this Policy, subject to applicable law and reasonable verification requirements.

51. Effective Date

This Grievance Redressal Policy shall become effective on the Effective Date specified in the Document Control section.

By accessing, browsing, registering for, purchasing, subscribing to or otherwise using the ConsulTOpen Platform, every User acknowledges that they have read, understood and agree to be legally bound by this Policy together with the Terms & Conditions, Privacy Policy and every other applicable Platform Policy.

PART IX – CLOSING PROVISIONS

52. Policy Interpretation

This Grievance Redressal Policy shall be interpreted in a manner consistent with the ConsulTOpen Terms & Conditions, Privacy Policy and every other applicable Platform Policy.

The headings, titles and section numbers contained in this Policy are included solely for convenience and shall not affect the interpretation or construction of this Policy.

Unless the context otherwise requires:

• words importing the singular shall include the plural and vice versa;
• words importing one gender shall include every gender;
• references to legislation shall include all amendments, re-enactments and

replacements thereof;

• the words "including", "includes" and "include" shall mean "including without

limitation";

• references to a grievance shall include complaints, concerns, disputes, reports,

requests for review and other similar communications unless the context otherwise requires; and

• references to electronic records shall include every legally recognised electronic

communication.

53. Compliance with Applicable Law

ConsulTOpen is committed to maintaining a fair, transparent and accessible grievance redressal mechanism in accordance with applicable laws, regulations and recognised principles of natural justice and procedural fairness.

Nothing contained in this Policy shall limit, exclude or waive any statutory rights that cannot lawfully be excluded under applicable law.

Where any provision of this Policy conflicts with mandatory legal requirements, such mandatory legal requirements shall prevail only to the extent of such conflict.

ConsulTOpen reserves the unrestricted right to modify its grievance handling procedures whenever reasonably necessary to comply with changes in applicable law, regulatory guidance, judicial decisions or operational requirements.

54. Entire Policy

This Grievance Redressal Policy constitutes the complete policy governing the reporting, acknowledgement, investigation, resolution, escalation and management of grievances relating to the ConsulTOpen Platform.

This Policy shall be read together with:

• Terms & Conditions;
• Privacy Policy;
• Subscription & Membership Policy;
• Cookie & Data Retention Policy;
• Artificial Intelligence Policy;
• Child Safety Policy;
• Parent Consent Policy;
• Community Guidelines; and
• every future Platform Policy published by ConsulTOpen.

Together, these documents constitute the complete legal and operational framework governing grievance redressal within the ConsulTOpen Platform.

55. Contact Information

For questions, concerns or requests relating to this Grievance Redressal Policy, Users may contact ConsulTOpen through the following authorised channels:

Support Email: support@consultopen.com

Legal Email: consultopen1@gmail.com

Grievance Officer: Abhinav Saini

Grievance Officer Email: abhinav@consultopen.com

Contact Number:

+91 9717972908

Registered Office:

House No. 20, First Floor, Khasra No. 630, Pahari Colony, Ghitorni Enclave, New Delhi – 110030, India

Official Website: https://consultopen.com

ConsulTOpen shall use commercially reasonable efforts to acknowledge and respond to grievance-related communications within a reasonable period, subject to applicable law, reasonable identity verification requirements and the complexity of the matter.

56. Effective Date

This Grievance Redressal Policy shall become effective on the Effective Date specified in the Document Control section.

By accessing, browsing, registering for, purchasing, subscribing to, providing services through or otherwise using the ConsulTOpen Platform, every User, Consultant and other applicable person acknowledges that they have read, understood and agree to be legally bound by this Policy together with the Terms & Conditions, Privacy Policy and every other applicable Platform Policy.