Last updated: 26-09-2025

1. Purpose

This Customer Support and Dispute Resolution Policy ("Policy") aims to ensure that users of Drupto Quiz ("Platform"), operated by Drupto Consultants Pvt Ltd ("we," "our," or "us"), receive timely and effective support and have clear procedures to resolve any disputes or complaints.

2. Customer Support

2.1 Support Channels

Users can contact our support team through the following channels:

• Email: support@druptoconsultants.com

2.2 Response Times

• We strive to acknowledge all support requests within 24 hours on business days.
• Simple inquiries will be resolved as quickly as possible, generally within 48 hours.
• Complex issues may require additional time; we will communicate expected resolution timelines promptly.

2.3 Support Scope

• Assistance with registration, account management, payments, and technical issues.
• Guidance on using Platform features and troubleshooting problems.
• Clarification on policies, terms, and quiz participation.

2.4 Support Limitations

• We do not guarantee uninterrupted or error-free service but will endeavor to resolve problems promptly.
• Support does not cover external devices, third-party software, or internet connectivity.
• Refund requests are subject to the Payment and Refund Policy.

3. Dispute and Grievance Resolution

3.1 Informal Resolution

• Users are encouraged to first seek informal resolution by contacting support with a clear description of the issue.
• Our team will aim to resolve disputes fairly and promptly through dialogue.

3.2 Formal Complaints and Grievances

If informal resolution fails, users may submit a formal complaint or grievance by emailing our Grievance Officer. The email must include a clear description of the issue and any relevant details or evidence.

Grievance Officer:
Saurabh Chandra
Email: saurabh.chandra@druptoconsultants.com

Complaints will be acknowledged within 24 business hours, and we aim to provide a resolution within 15 days from the date of receipt.

3.3 Escalation

If the resolution provided by the Grievance Officer is unsatisfactory, the dispute may be escalated to senior management for a final review.

3.4 External Resolution

If internal resolution is unsatisfactory, users may seek independent mediation or legal remedies as permitted by applicable law.

4. Monitoring and Feedback

• We monitor support quality and welcome feedback to improve services.
• Surveys or feedback requests may be sent after support interactions.

5. Changes to This Policy

• We may update this Policy periodically to reflect improvements or legal changes.
• Updated policies will be posted on the Platform with the revision date.