Email-first customer care
Support and Grievance
- Version
- support-ops-v1
- Effective date
- 24 July 2026
PrepPilot uses three clear role addresses feeding one accountable Zoho-backed workflow initially.
Choose the right address
| Address | Use it for |
|---|---|
| support@preppilot.study | Account/product support, billing questions and refund intake |
| grievance@preppilot.study | Escalation to Umasri Prathapaneni, resident Grievance Officer |
| privacy@preppilot.study | Data access/export, correction, erasure, consent withdrawal and privacy complaints |
PrepPilot will not fragment the initial operation with separate refunds@ or payments@ addresses.
What to include
Email from the parent account address where possible. Include the family name, narrow issue description and PrepPilot receipt, purchase or ticket reference when relevant. Attach only the minimum non-sensitive evidence needed.
Never send a password, child PIN, OTP, full card number, CVV, UPI PIN or bank password. Email possession alone will not authorize an account, privacy, refund, payment or access mutation; PrepPilot may require a signed-in proportionate verification step.
Reference and response targets
The approved workflow issues one durable reference after intake, acknowledges consumer complaints within 48 hours, targets an ordinary decision within seven business days and redresses grievances within one month. Privacy requests use the applicable approved statutory period.
Keep the reference in replies and quote it when escalating to the Grievance Officer. An unresolved payment/refund status becomes a reconciliation case; it does not authorize a duplicate provider call.
Operating controls
- Inbound and outbound delivery for all three aliases.
- SPF, DKIM and DMARC for outbound mail.
- Durable ticket/reference and duplicate-message prevention.
- Auto-acknowledgement and reply-thread correlation.
- Owner assignment, restricted privacy access, escalation/deadline alerts and offboarding.
- Bounce, provider outage and mailbox-recovery rehearsals.
Supplier
GSPHERE TECH PRIVATE LIMITED, a private limited company. Principal address: JJ 287, Assetz Marq Phase-2, Kannamangala Village, Whitefield-Hoskote Road, Kannamangala, Bangalore South, Bengaluru, Karnataka, 560067, India.
Other remedies
Support and grievance handling does not prevent use of the National Consumer Helpline, an applicable consumer commission, Razorpay or bank dispute route, the Data Protection Board process when available and applicable, or another remedy that cannot lawfully be excluded.