Grievance & Refund Policy

1. Grievance Officer — Primary Contact

If you have a complaint, please contact our Grievance Officer:

2. How to Submit a Complaint

You can submit a complaint by any of the following channels:

• Email: Send details to compliance@directshield.orgg with subject line: Complaint – [Course Name] – [Your Name]
• Phone / WhatsApp: +91 90993 42699 (send message with your name, course, and short issue)
• Website complaint form: (Add a form at /contact → fields: name, mobile, email, course, complaint summary, attachments)
• Post: DirectShield, [204, Kashi Parekh Complex, Behind Bhagavati Chamber, C.G.Road, Ahmedabad, Gujarat, India-380009] (for physical complaints and documents).

Minimum information to include: Name | Mobile | Email | Course / Batch | Order No. / Invoice No. | Complaint details | Attachments (receipts, screenshots, correspondence).

3. Acknowledgement & Resolution Timeframes

• Acknowledgement: Within 48 hours of receipt.
• Initial Response / Clarification Request: Within 3 working days (if more information is required).
• Resolution or Final Reply: Within 7 calendar days from acknowledgement. If we cannot resolve within 7 days (rare), we will notify you in writing with the reason and a new target date (not to exceed 30 days except in exceptional circumstances).

4. Refund, Return & Cancellation Policy (7-Day Standard)

DirectShield’s standard policy uses a 7-day cooling-off period for purchases.

A. Digital courses (no physical goods)

• Cancellation / Refund Window: Learners may request cancellation and a full refund within 7 days of purchase provided they have not accessed more than **20%** of the course content or downloaded the certificate or course materials.
• How to Request: Email compliance@directshield.orgg with subject Refund Request – [Order/Invoice No.] and provide reason.
• Refund Processing: Once approved, refunds are processed to the original payment method within **7–10 business days**. (Payment gateway fees are borne by DirectShield).
• Non-Refundable Situations: If a learner has completed the assessment, downloaded the completion certificate, or used course materials extensively (over 20% of content), the purchase is non-refundable.

B. Physical materials (if provided)

• Return Window: Physical products (if any) may be returned within 7 days of delivery in original, unopened condition.
• Return Shipping: Buyer bears return shipping unless the item is defective or incorrectly shipped.
• Refund Processing: After inspection, refund to original payment method within 7–10 business days.

C. Cancellation by DirectShield

• If DirectShield cancels a course (insufficient enrolment, trainer emergency), enrolled learners will be offered:
  1. Full refund to original payment method within 7–10 business days, **OR**
  2. Transfer to next scheduled batch at no extra cost.
• We will notify learners at least 48 hours in advance where possible.

5. Partial Refund & Transfer Requests

• Transfer to another batch is allowed if requested before the course start date and within 7 days of purchase. Transfer requests after the course has started are subject to approval and may incur an administrative charge.
• Partial refunds (if you used part of the course) will be evaluated case-by-case and communicated in writing.

6. Evidence & Investigation

• To process any refund or complaint, we may request evidence (screenshots, payment receipts, user logs).
• We will review logs and communication history and may interview trainers or learners as part of the investigation.

7. Escalation & External Remedies

If you are not satisfied with our resolution, you can escalate:

• Write to the Grievance Officer again (Mr. Malav Shah) asking for **escalation**.
• Contact Consumer Helpline: 1915 (National Consumer Helpline).
• File complaint online: https://consumerhelpline.gov.in
• EOW / Cybercrime: https://cybercrime.gov.in (for online fraud / phishing).
• Legal Remedies: You may approach the appropriate Consumer Disputes Redressal Forum (District / State / National) or seek other legal remedies.

8. Record-keeping

DirectShield will maintain records of all complaints, communications, and resolutions for a minimum of 3 years. This helps ensure transparency and compliance with applicable laws.

9. Privacy & Data Protection

All personal data submitted with complaints will be used only for investigation and resolution purposes and will be handled per our Privacy Policy. We do not share your personal information with third parties except where required by law, or for payment refunds.

D) Anti-Pyramid Statement & Responsible Claims Policy

Anti-Pyramid Statement

DirectShield strictly follows the **Consumer Protection (Direct Selling) Rules, 2021** and does not operate, promote, support, or endorse any pyramid scheme, chain recruitment scheme, or money-circulation scheme of any kind.

We confirm that:

• No income is earned by recruiting others.
• No joining fees, mandatory purchases, or investment deposits are required to access our certification program.
• Our certification is a skill-based education program only, not a business opportunity, investment, or income-earning scheme.
• All learning outcomes are related to compliance, ethical selling, and consumer awareness only.

Our Stand on Pyramid Prevention

In compliance with Rule 3(b), 3(f), Rule 4(11), and Rule 7 of Direct Selling Rules 2021:

• We do not make any offer that resembles a chain marketing or pyramid structure.
• We educate participants to identify and avoid illegal recruitment-based schemes.
• We follow the Tripura High Court directive that training organizations must clearly differentiate between education and earnings-based recruitment claims.

Responsible Claims Policy (No Misleading Promises)

DirectShield is committed to truthful, transparent, and evidence-based claims.

We therefore declare:

• We do not promise guaranteed income, fixed earning potential, or assured financial returns.
• We never promote “quick money”, “passive income”, “guaranteed success” or similar claims.
• All examples, case studies, or success stories used in our training are strictly for educational and illustrative purposes.
• Any growth or professional outcome depends entirely on the learner’s effort, discipline, and market conditions.

Cooling-Off & Refund Clarity

As per Rule 7 of the Direct Selling Rules 2021:

• Any illustration or example involving refunds, cooling-off periods, or consumer rights is clearly explained to participants.
• No hidden charges, no compulsory purchases, and no forced upgrades are used.

E) Data & Privacy Compliance

Privacy Commitment

DirectShield respects the privacy of every learner and fully complies with **Rule 6(1)(g) of the Direct Selling Rules 2021**, which mandates data security and responsible handling of personal information.

We ensure that:

• All participant data is encrypted and stored securely.
• We collect only essential information required for registration, certification, and verification.
• We do not sell, rent, or transfer user data to any informal or unauthorized third party.

Privacy Policy (Website Content)

DirectShield collects basic information such as name, mobile number, email, and city solely for:

• Enrollment and issuing certificates
• Providing learning access
• QR verification
• Customer support & compliance assistance

We do not collect financial data (like card numbers) and we do not share personal data with any unauthorized parties.

Data Protection Measures:

• Encrypted storage & secure cloud systems
• Restricted access for authorized personnel only
• Routine audits to prevent data misuse
• Immediate support for data removal upon user request

Terms of Use (Website)

By accessing DirectShield.org, users agree that:

• DirectShield provides educational services, not income promises or recruitment-based business opportunities.
• All course materials are copyrighted and cannot be redistributed.
• Users must provide correct information during enrollment.

Cookies & Consent Clause

DirectShield uses cookies only to:

• Improve user website experience
• Understand traffic and analytics
• Provide personalized support

Users can disable cookies at any time from their browser settings.

Data Security Notice (Mandatory Compliance)

In accordance with **Rule 6(1)(g)** and Tripura High Court guidance:

• DirectShield adopts reasonable security practices to safeguard all sensitive personal data.
• Any complaint regarding data misuse is addressed within 7 working days through:
  • 📧 complaints@directshield.org
  • 📞 90993 42388

DirectShield Policies

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