Dispute Resolution Policy

This Dispute Resolution Policy explains how SarthiLink handles disputes involving bookings, payments, refunds, mentor payouts, session quality, no-shows, platform conduct, and related issues between Students, mentors, and the platform.

SarthiLink aims to resolve disputes fairly, promptly, and in good faith, using available records and proportionate remedies. We consider the applicable terms, the specific booking facts, platform logs, payment status, user communications, and Indian consumer and technology law principles where relevant.

A user should first contact support@sarthilink.com with the booking reference, registered email or phone, a concise description of the issue, requested outcome, and relevant evidence. Early reporting helps preserve Google Meet, calendar, payment, and message records.

SarthiLink may review booking records, payment gateway status, Razorpay references, Google Calendar or Meet metadata available to the platform, chat or email correspondence, screenshots, mentor listing details, no-show timestamps, refund history, and prior policy violations. We may ask either party for additional information.

Depending on the facts, outcomes may include explanation only, rescheduling, partial or full refund under the Refund & Cancellation Policy, denial of refund, mentor payout release, payout hold, credit adjustment where offered, content removal, warning, suspension, or termination under applicable policies.

If a dispute may affect a mentor's entitlement to payment, SarthiLink may hold or adjust related payout amounts until the dispute, refund window, chargeback, tax issue, or legal concern is resolved. Holds are intended to preserve the ability to implement a fair outcome.

If a matter involves statutory grievance handling, unlawful content, privacy concerns, or a complaint that requires escalation under the Grievance Redressal Policy, the user may write to grievance@sarthilink.com.

Before initiating formal proceedings, the parties should make a reasonable good-faith attempt to resolve the dispute through support or grievance escalation unless urgent legal relief is required. This does not prevent a user from exercising statutory rights that cannot be waived.

These dispute procedures and related platform terms are intended to be governed by the laws of India, subject to any mandatory consumer, data protection, intermediary, payment, or other protections that apply. Jurisdiction and dispute forum wording should be reviewed by qualified counsel before production deployment.

Nothing in this Policy is intended to exclude rights that a Student may have under the Consumer Protection Act, 2019 or other mandatory applicable law. Platform remedies, refund decisions, and support outcomes operate alongside any non-waivable statutory rights.

SarthiLink will aim to acknowledge support disputes within a reasonable time and resolve straightforward matters promptly. Complex disputes involving bank reversals, payment partners, identity checks, legal review, mentor evidence, or third-party systems may take longer.

Users must not fabricate screenshots, alter payment proofs, delete relevant messages, create false no-show claims, or threaten the other party to influence a dispute. Evidence manipulation may lead to denial of relief, account action, and where appropriate, legal reporting.

Disputes may also involve the Payment & Payout Policy, Booking & Rescheduling Policy, Account Suspension Policy, or role-specific terms. Those documents apply to the extent relevant to the specific issue.

For dispute assistance, write to support@sarthilink.com. For grievance escalation, write to grievance@sarthilink.com.