Grievance Redressal Policy

Last Updated: 01 January 2026

This Grievance Redressal Policy is issued in accordance with applicable provisions of the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Consumer Protection Act, 2019.

This policy applies to all users of ProjeXus, a service offering operated by SADRE Solutions Private Limited (“Company”, “we”, “our”, “us”).

1. Objective

The objective of this policy is to provide a transparent, accessible, and time-bound mechanism for addressing grievances, complaints, and concerns raised by users in relation to services, payments, data usage, mentorship conduct, project delivery, or platform performance.

2. Scope of Grievances

Users may raise grievances related to, but not limited to:

  • Service delivery issues
  • Project access or scheduling concerns
  • Payment, billing, or refund-related issues
  • Data privacy or misuse concerns
  • Conduct of mentors, trainers, or staff
  • Technical or platform-related issues
  • Certification or evaluation disputes

Grievances that fall outside the scope of the Company’s services or are frivolous, abusive, or repetitive may not be entertained.

3. Grievance Submission Process

3.1 Grievances must be submitted in writing via the official communication channels mentioned below.

3.2 Complaints must include:

  • Full name of the user
  • Registered email address and contact number
  • Description of the grievance
  • Relevant transaction ID, enrollment details, or supporting information (if applicable)

3.3 Anonymous or incomplete complaints may not be processed.

4. Grievance Officer Details

In compliance with statutory requirements, the Company has designated a Grievance Officer:
Designation: Grievance Officer
Email: info@sadresolutions.com
Phone: 90259 88203
Office Address: 43/502, Avvai Shanmugam St, Rajajipuram, Tiruvallur 602001
Working Hours: Monday to Friday, 10:00 AM – 6:00 PM IST

5. Acknowledgement and Resolution Timeline

5.1 All valid grievances shall be acknowledged within 48 hours of receipt.

5.2 The Company shall make reasonable efforts to resolve grievances within 7 to 14 working days, depending on the nature and complexity of the issue.

5.3 In cases requiring additional investigation or third-party inputs, users will be informed of expected timelines.

6. Escalation Mechanism

6.1 If a user is not satisfied with the resolution provided, the grievance may be escalated by replying to the original communication within 7 days of receiving the response.

6.2 The Company’s decision after escalation shall be final and binding, subject to applicable law.

7. Misuse of Grievance Mechanism

The grievance mechanism shall not be used to:

  • Harass or defame staff or the Company
  • Raise repeated complaints on resolved matters
  • Initiate disputes in bad faith

The Company reserves the right to reject such grievances.

8. Record Maintenance

The Company maintains records of grievances received and actions taken, in accordance with legal and operational requirements.

9. Policy Review and Updates

This policy may be reviewed and updated periodically to ensure continued compliance with applicable laws. Updated versions will be published on the website with the revised “Last Updated” date.

10. Governing Law

This Grievance Redressal Policy shall be governed by and construed in accordance with the laws of India. All disputes shall be subject to the jurisdiction of the courts at Chennai, Tamil Nadu.