Grievance Redressal

1. Purpose

LibraryStu is committed to providing a reliable and transparent digital service to libraries and study centres.

This Grievance Redressal page explains how users and customers can raise complaints or grievances relating to LibraryStu and how such matters can be brought to our attention for review.

2. Grievance Contact

For any complaint or grievance concerning LibraryStu, please contact:

This email address may be used for complaints relating to LibraryStu's services, subscriptions, payments, accounts, privacy, or other service-related concerns.

3. Matters You May Raise

You may submit a grievance regarding matters including:

• Account registration, access, or login
• Subscription activation or expiry
• Payments, billing, or transaction issues
• Cancellation or refund requests
• Technical problems affecting the Service
• Features or functionality of the Service
• Privacy or personal-data concerns
• Unauthorized or suspicious account activity
• Customer-support concerns
• Any other issue relating to the use of LibraryStu

4. How to Submit a Grievance

To help us investigate your complaint effectively, please provide as much relevant information as reasonably possible.

Your grievance should preferably include:

• Your full name
• Registered email address or mobile number
• Description of the complaint
• Relevant date or dates
• Subscription or account details, where relevant
• Payment or transaction reference ID, where relevant
• Screenshots or other supporting information, where available
• The resolution or assistance you are seeking

5. Acknowledgement and Review

LibraryStu will acknowledge consumer grievances received through the designated grievance contact within 48 hours of receipt. LibraryStu will endeavour to redress the grievance within one month from the date of receipt, subject to applicable law and the nature and circumstances of the grievance.

The time required to resolve a grievance may depend on:

• The complexity of the issue;
• Information provided by the customer;
• Whether technical investigation is required;
• Whether a third-party service provider or payment provider is involved; and
• Other circumstances relevant to the matter.

6. Investigation and Resolution

LibraryStu will review the information provided and may request additional information where reasonably necessary to understand or verify the complaint.

Depending on the nature of the grievance, an appropriate resolution may include:

• Providing clarification or information;
• Correcting an account or billing issue;
• Restoring access where appropriate;
• Correcting a technical or administrative error;
• Reviewing a cancellation or refund request;
• Taking appropriate measures regarding a privacy or security concern; or
• Providing another reasonable remedy where applicable.

Where a requested remedy is not available, LibraryStu may explain the applicable reason or policy.

7. Payment and Refund Grievances

If your grievance concerns a payment, duplicate charge, failed activation, incorrect billing, or refund, please include your payment or transaction reference ID wherever available.

Payment-related complaints will be reviewed in accordance with the applicable LibraryStu policies, including the Cancellation & Refund Policy. LibraryStu may also need to coordinate with its payment service provider or relevant financial institution where the issue involves payment processing.

8. Privacy and Data Grievances

If your grievance concerns personal information handled through LibraryStu, please clearly identify the nature of your concern.

Privacy-related matters will be handled in accordance with the Privacy Policy and applicable data-protection requirements. Where a request relates to information belonging to a library's students or other individuals whose data is provided to LibraryStu by a library, the relevant library may also need to be involved because of its role in determining the purposes and means of processing that information.

9. Escalation

If you are dissatisfied with the response provided or believe that your grievance has not been adequately addressed, you may reply to the grievance communication and provide additional information or clarification.

LibraryStu will review the additional information and determine whether further action is appropriate. Nothing on this page limits any rights or remedies available to a customer under applicable law.

10. No Confidential Payment Information

For your security, LibraryStu will never require you to send confidential authentication or payment credentials through email.

Do not send:

• Passwords
• One-time passwords (OTPs)
• UPI PINs
• Card CVVs
• Complete card numbers
• Banking passwords

12. Related Policies

This page should be read together with: