Effective Date: 11 June 2026
Genelis is committed to providing a transparent, fair, and user-focused experience. This Grievance Redressal Policy establishes a framework through which users, parents, guardians, educators, subscribers, and other stakeholders may raise concerns, complaints, or requests relating to the Platform.
The objective of this Policy is to:
This Policy should be read together with the:
A grievance may be submitted by:
Genelis may request reasonable verification before processing certain requests.
Users may raise concerns relating to, including but not limited to:
Any issue relating to the use of Genelis that is not specifically covered elsewhere in this Policy.
Users may submit grievances by contacting:
Grievance Officer
Genelis
Email: support@genelis.in
Location: Bengaluru, Karnataka, India
To assist with investigation and resolution, users should provide:
Incomplete information may delay resolution.
In addition to contacting the Grievance Officer by email, Genelis may provide an in-platform Feedback & Support section through which users may submit:
Submissions made through the Feedback & Support section may be reviewed by the appropriate Genelis team and, where applicable, may be treated as grievances under this Policy.
The availability of such features does not limit a user's ability to directly contact the Grievance Officer through the contact details provided in this Policy.
Genelis will make reasonable efforts to acknowledge receipt of grievances within:
Seven (7) business days from the date of receipt.
Acknowledgement does not imply acceptance of the grievance or guarantee any particular outcome.
Upon receiving a grievance, Genelis may:
Genelis reserves the right to determine the scope and method of investigation appropriate for the issue raised.
Genelis will make reasonable efforts to resolve grievances within:
Thirty (30) calendar days from the date sufficient information is received.
Certain matters may require additional time, including:
Where additional time is required, Genelis may provide updates where reasonably practicable.
Depending on the circumstances, resolutions may include:
The nature of the resolution will depend on the facts of each case.
Information submitted during the grievance process shall be handled in accordance with the Genelis Privacy Policy.
Genelis may use grievance information for:
Such information will not be disclosed except where necessary for resolution, legal compliance, or protection of rights.
Genelis encourages genuine complaints and feedback.
Users shall not:
Genelis reserves the right to reject complaints that appear malicious, fraudulent, abusive, or submitted in bad faith.
Certain services available through Genelis may involve third-party providers, including:
Where a grievance primarily concerns a third-party service, Genelis may coordinate with the relevant provider but cannot guarantee outcomes controlled by third parties.
Nothing in this Policy limits any rights available under applicable law, including rights relating to:
Users remain free to pursue remedies available under applicable legal frameworks.
Genelis may revise this Grievance Redressal Policy from time to time.
Updated versions shall become effective upon publication unless otherwise stated.
Continued use of the Platform following publication of updates constitutes acceptance of the revised Policy.
Grievance Officer
Genelis
Email: support@genelis.in
Location: Bengaluru, Karnataka, India
For urgent security matters, users should clearly indicate "Security Issue" in the subject line of their communication.
Genelis values user trust and is committed to addressing concerns fairly, respectfully, and transparently.
We view grievances not only as complaints but also as opportunities to improve our educational services, technology, and user experience.