Support and grievances

One inbox

Write to nithish.s@mentron.in. It is read by the grievance officer — NITHISH S — and nothing else needs to be set up before you send.

We acknowledge complaints within 48 hours and address them within 30 days of receipt.

The grievance officer

• Who. NITHISH S.
• One person reads both. There is no hand-off between “I asked support” and “I filed a complaint”.
• Where. India. A consumer in India may approach the officer directly without going through any other route.
• How. nithish.s@mentron.in, or a message through the report button on any page of the course.
• How fast. Acknowledged within 48 hours, redressed within 30 days of receipt.

What to include

A complaint with these three things is usually resolved in one reply.

• Your account email. It is how we find the purchase and the session.
• The page or the order. The URL of the page, or the payment reference from your invoice.
• What you expected and what you got. One sentence each.
• For a content problem, select the offending line.The report button sends the exact sentence, which is what lets us fix it.

What happens next

1. Acknowledged. You get a reply confirming the complaint is logged and naming what we are checking. Within 48 hours.
2. Investigated. We check the page against its own citations, the order against our record, and the account against the session log.
3. Outcome. We explain the next steps, such as a content correction, restored access or a refund where eligible.
4. Closed within 30 days of receipt. We explain the resolution. Any approved refund goes back to the original payment method.

Four things worth trying first

• Access did not unlock. Log out, log back in, then check your account.
• Purchase listed, course still locked? That is a bug. Write in with the order reference.
• You were logged out on another device. That is the single-session lock, not a payment problem. Take your seat back at /session-locked.
• A formula is not rendering. Copy the line and the page URL. That is a defect and it gets fixed.
• An answer in a practice set is wrong. Use the report button and select the answer you believe is correct.
• We re-derive every reported answer. Not just the ones we agree with.

Escalation

If our decision does not satisfy you, reply to the same thread and say so. The complaint stays open and a second person reads it. If it still does not satisfy you, the statutory route is open to you.

Nothing in this policy or our terms limits your rights under applicable consumer law, including any refund or other remedy you are entitled to.

You may use the applicable consumer grievance and dispute-resolution channels if an issue remains unresolved.

Read the refund policy →