Dispute Resolution

1. Our Approach to Disputes

At Comprehenza, we are a small, dedicated team of developers who genuinely care about our users. We believe that the vast majority of concerns — whether about account issues, content quality, data privacy, or app behaviour — can and should be resolved through direct, honest communication before any formal process becomes necessary.

This Dispute Resolution Policy outlines our preferred step-by-step approach for resolving any disagreement that may arise between a user (parent or guardian) and our team regarding the Comprehenza application. We are committed to engaging with every complaint in good faith and with a genuine desire to find a fair resolution.

We encourage all parents and guardians to read this policy in its entirety so that, in the unlikely event of a disagreement, you understand the process and your options clearly from the outset.

2. Step 1 — Informal Resolution (Required First Step)

Before initiating any formal proceeding, you must first attempt to resolve your dispute informally by contacting us directly. Most issues can typically be resolved at this stage. Common categories of issues we handle informally include:

  • Account Issues: Problems with login, registration, account suspension, password resets, or profile management.
  • Data and Privacy Concerns: Requests to access, correct, or delete your child's personal data; questions about what data is collected or how it is used.
  • Content Concerns: Issues with the appropriateness, accuracy, or quality of reading passages, comprehension questions, or ReadBuddy responses.
  • Technical Issues: Bugs, crashes, performance problems, or compatibility issues with specific iOS versions or devices.
  • Safety Concerns: Reports of inappropriate content, concerns about the Toxicity Guard system, or any issue affecting your child's safety within the App.

How to contact us:

  • Email: comprehenza.support@gmail.com
  • Subject Line: Please use the subject line "Dispute Notice – [Brief Description]" so we can prioritize your message appropriately.
  • What to include: Your registered email address, a clear description of the issue, the specific outcome you are seeking, and any relevant dates, screenshots, or correspondence.

Our response commitment: We will acknowledge receipt of your complaint within 3 business days and aim to provide a substantive response or resolution within 10 business days. For complex issues requiring investigation, we may require up to 30 business days, and we will keep you informed of our progress at every stage.

We strongly encourage you to give us a genuine opportunity to resolve your concern before escalating. Our track record and commitment to our community means we take every complaint seriously.

3. Step 2 — Internal Escalation Process

If you are not satisfied with our initial response to a non-legal complaint (e.g., an account issue, a data request, or a content concern), you may escalate the matter by explicitly requesting that your complaint be reviewed by a senior member of our team. To escalate:

  • Reply to the original email thread and use the subject line prefix "ESCALATION: ".
  • Clearly explain why you are not satisfied with the initial response and what resolution you believe would be fair.
  • Reference any previous correspondence, including the date of your original complaint and the response you received.

We will review all escalated complaints within 15 business days and provide a final internal response. We are committed to approaching escalations with fresh eyes and an open mind. The escalation review will be conducted by a team member who was not involved in the original response.

4. Step 3 — Mediation

If a dispute cannot be resolved through informal resolution or internal escalation, either party may propose mediation before resorting to formal legal proceedings. Mediation is a voluntary, confidential process in which a neutral third party assists the disputing parties in reaching a mutually acceptable solution.

  • Selection of Mediator: The parties will mutually agree on a qualified mediator. If the parties cannot agree within 15 days, either party may request that a mediator be appointed by a recognised mediation institution in India.
  • Costs: Each party shall bear its own costs of participating in mediation. The mediator's fees, if any, shall be split equally between the parties unless otherwise agreed.
  • Confidentiality: All discussions, proposals, and documents exchanged during mediation are strictly confidential and may not be used as evidence in any subsequent legal proceeding.
  • Timeline: The mediation process should be completed within 60 days of the mediator's appointment, unless both parties agree to extend this period.

Nothing in this section prevents either party from seeking urgent injunctive relief from a court of competent jurisdiction where necessary to prevent irreparable harm.

5. Step 4 — Apple App Store Channels

Comprehenza is a completely free app with no in-app purchases, subscriptions, or paid features. If your concern relates to the App's compliance with Apple's App Store Guidelines — for example, content safety or Kids Category standards — you may report it directly to Apple:

  • Report a concern about the App's compliance with App Store Guidelines directly to Apple via the "Report a Problem" link on the App's App Store listing page.
  • Contact Apple Support via phone, chat, or email for any issues related to your Apple ID or App Store account.

We are always happy to cooperate with Apple's review processes and provide any supporting information needed. You may contact us simultaneously at comprehenza.support@gmail.com.

6. Privacy and Data Disputes (Regulatory Rights)

If your dispute relates to data privacy — such as a request to access, correct, or delete your child's personal data that we have not fulfilled within the required timeframe — you have the following rights under applicable law:

  • COPPA Rights (US Users): If you believe we have violated your rights under the Children's Online Privacy Protection Act (COPPA), you may file a complaint with the United States Federal Trade Commission (FTC) at ftc.gov/complaint. Under COPPA, you have the right to: (a) review your child's personal information, (b) request its deletion, and (c) refuse to permit further collection of your child's information.
  • GDPR Rights (EU/EEA Users): If you are located in the European Economic Area and believe your data rights under the General Data Protection Regulation (GDPR) have been violated, you may lodge a complaint with your national Data Protection Authority (DPA). A list of EU DPAs is available at edpb.europa.eu. Your rights under GDPR include: the right of access, rectification, erasure, restriction of processing, data portability, and objection.
  • Indian Users: For privacy disputes under the Digital Personal Data Protection Act, 2023 (DPDP Act) or other applicable Indian data protection law, you may seek guidance from the Data Protection Board of India or relevant judicial authorities.
  • Other Jurisdictions: If you are located in a jurisdiction with specific data protection rights for children (e.g., CCPA/CPRA in California, UK GDPR), you may exercise your rights under those applicable local laws.

We strongly encourage you to contact us at comprehenza.support@gmail.com before filing a regulatory complaint. Most data-related concerns can be resolved quickly through direct communication, and we are committed to being fully cooperative. We aim to fulfil all valid data access, correction, and deletion requests within 30 days of receipt.

7. Governing Law and Jurisdiction

These Terms of Service and any dispute arising from your use of the Comprehenza application are governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions.

For any disputes that cannot be resolved informally, through escalation, or through mediation, and that proceed to formal legal proceedings, the exclusive jurisdiction and venue shall be the courts of competent jurisdiction located in New Delhi, India.

For users located outside of India, nothing in this clause limits your rights under the mandatory consumer protection or data protection laws of your country of residence. Local mandatory laws take precedence where applicable. In particular:

  • Users in the European Union retain all rights under EU consumer protection directives and the GDPR.
  • Users in the United States retain all rights under COPPA, applicable state consumer protection statutes, and any other mandatory federal or state laws.
  • Nothing in these terms requires any user to waive rights that cannot be waived under the mandatory laws of their jurisdiction of residence.

8. Limitation on Time to File Claims

To the extent permitted by applicable law, any claim or cause of action arising from or related to the use of the Comprehenza application must be filed within one (1) year after the cause of action arose, or such claim shall be permanently barred. This limitation does not apply to:

  • Claims that are subject to mandatory shorter or longer limitation periods under applicable law.
  • Claims related to personal injury or death.
  • Claims related to violations of children's data privacy rights under COPPA, GDPR, or equivalent legislation, which are governed by the limitation periods specified in those laws.

9. No Waiver and Severability

No Waiver: Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. Any waiver of any provision of these Terms will be effective only if in writing and signed by our team.

Severability: If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remaining provisions of these Terms will remain in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

Entire Agreement: These Terms, together with the Privacy Policy, Copyright & IP Policy, User Conduct Policy, and all other documents referenced in the Legal Center, constitute the entire agreement between you and our team regarding the Comprehenza application. They supersede any prior agreements, representations, or understandings between us regarding the service, whether written or oral.

Survival: Provisions of these Terms that by their nature should survive termination of your account or licence — including, without limitation, ownership provisions, warranty disclaimers, indemnity, limitations of liability, and dispute resolution provisions — shall survive such termination.