Support Policy

Reporting an issue

If something is not working, contact us at contact@helpcertify.com or through the Contact page. Signed-in learners can also reach these links from the in-app Help page. Please include the email on your account, the page you were on, what you expected, and what happened.

Issues we help with

• Login and OTP problems
• Questions not loading
• Answer or explanation display issues
• Mock-examination issues
• Progress-tracking problems
• Temporary service interruption
• Account-access problems
• Other application defects

How we resolve issues

HelpCertify must first be given a reasonable opportunity to investigate and resolve a reported issue. Depending on the issue, we may:

• Fix the defect;
• Restore access;
• Reset an affected mock or practice attempt;
• Correct progress or account information;
• Provide equivalent access;
• Extend your access period to compensate for material downtime.

Resolution timeframe

We acknowledge every support request within 48 hours. HelpCertify will make reasonable efforts to investigate and resolve reported technical issues as quickly as possible; depending on the nature and complexity of the issue, resolution may take up to 7 calendar days. The customer must allow HelpCertify this reasonable resolution opportunity.

A technical issue does not automatically qualify a purchase for a refund where HelpCertify successfully restores or provides the purchased service.

If your request is a formal consumer grievance, it is handled by our Grievance Officer, who acknowledges it within 48 hours and works to resolve it within 30 days. A complaint about content another user has posted (such as a review) is acknowledged within 24 hours and resolved within 15 days. See the grievance redressal section below.

Escalation

If a material technical issue substantially prevents you from using the purchased service and HelpCertify is unable to reasonably resolve it within the applicable resolution period, the case is escalated for an appropriate remedy, which may include an extension, credit, or refund where applicable. Refund eligibility is governed by the Refund & Cancellation Policy.

Contact

Support: contact@helpcertify.com / +91 95666 56276.

Grievance redressal

If you have a complaint about your data, a purchase, our content, or the service, our Grievance Officer will help.

• Rajkumar, Grievance Officer & Data Protection Contact
• Email: contact@helpcertify.com
• Phone: +91 95666 56276
• Post: IndyaBees, 181, Kamraj Nagar 4th Street, Choolaimedu, Chennai 600094, Tamil Nadu, India

We acknowledge every grievance within 48 hours and work to resolve it within 30 days. A complaint about content posted by another user (for example a review) is acknowledged within 24 hours and resolved within 15 days. Please include your account email and any order or reference number so we can act quickly.

If you are not satisfied with our response, you can escalate:

• Data / privacy matters - to the Data Protection Board of India, once it is operational, under the Digital Personal Data Protection Act, 2023.
• Consumer matters - to the National Consumer Helpline (call 1915 or visit consumerhelpline.gov.in), or to the Consumer Disputes Redressal Commission with jurisdiction where you reside or work, under the Consumer Protection Act, 2019.
• Security incidents - to CERT-In (cert-in.org.in).