Grievance Redressal

Effective date: 9 September 2026 · Version 1.0 · Operated by The BrightFamily Labs Pte. Ltd., Singapore (“TeenCare”, “we”, “us”)

In plain English. If something has gone wrong — a payment, a session, a data question, a mentor’s conduct — write to our Grievance Officer. You will get an acknowledgement within 48 hours with a ticket number, and a resolution within one month. If you are still not satisfied, you can go to the Data Protection Board of India (for data matters) or a Consumer Commission (for consumer matters).

1. Grievance Officer

Name: Bob Silva
Designation: Chief Trust Officer
Email: grievance@teencare.in
Phone: +91 95609 33456 (Monday–Friday, 10:00–18:00 IST, excluding public holidays)
Postal address (India): The BrightFamily Labs Pte. Ltd., c/o C8 Chirag Enclave, Greater Kailash Part 1, New Delhi 110048, India
Customer support (non-grievance): +91 93556 40123 (call/WhatsApp) · support@teencare.in

The Grievance Officer is appointed under Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020, and Section 8(10) of the Digital Personal Data Protection Act, 2023.

2. What you can raise

Payment, invoice, cancellation or refund issues
Session quality, scheduling or technical problems
Requests to access, correct, erase or export personal data, or to withdraw consent
Concerns about a mentor’s conduct or about the confidentiality rule
Concerns about content, advertising or any claim made on TeenCare.in

3. How to raise it

Email grievance@teencare.in (preferred) or write to the postal address above. Include your name, registered mobile number, booking ID if relevant, and a description of the issue.
You will receive an acknowledgement with a ticket number within 48 hours.
We investigate and respond in writing. Most issues are resolved within 7 working days; every grievance is resolved within one month of receipt, as required by the E-Commerce Rules.
Data-protection requests (access, correction, erasure, consent withdrawal) are actioned within the timelines set by the DPDP Rules, 2025.

4. Escalation

If your grievance concerns	You may escalate to
Personal data or the DPDP Act	The Data Protection Board of India, after first raising the matter with our Grievance Officer.
Pricing, refunds, service deficiency or misleading claims	The National Consumer Helpline (1915 / consumerhelpline.gov.in) or the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

5. Safety concerns

If your concern is about the immediate safety of a child, do not wait for the grievance process: call 112 (emergency services) or 14416 (Tele-MANAS), and then inform us at grievance@teencare.in marked “URGENT – SAFETY”.

6. Record keeping

We keep a record of every grievance, the action taken and the time to resolution, and review them monthly to improve the Service.