1. Objective
The ODR mechanism is a structured internal resolution pathway designed to be faster, digital-first, and evidence-based.
ODR is designed to
- Enable asynchronous digital negotiation with document exchange.
- Offer structured mediation to reach fair, documented settlements.
- Support arbitration where it is included in the Terms & Conditions and legally applicable.
- Reduce chargebacks and avoid unnecessary escalation.
- Preserve communications and evidence for audit and dispute defense.
Disputes we commonly address
- Access issues (course portal, modules, downloads, platform availability).
- Payment disputes, billing issues, invoice corrections.
- Refund and cancellation policy application.
- Certification language, eligibility, issuance disputes.
- Claims of misrepresentation or marketing communication disputes.
- Data privacy complaints or consent/communication concerns.
2. Mandatory pre-litigation step
This section sets the expectation that ODR is the first step for dispute resolution, while preserving statutory rights.
ODR-first requirement (process commitment)
Before initiating consumer commission proceedings, civil litigation, chargebacks/payment reversals, or public complaint escalation, the learner agrees to first utilize the Telehealth School ODR mechanism as a good-faith pre-litigation process.
3. ODR workflow structure
ODR progresses through structured stages to maximize early settlement and minimize cost for both sides.
Stage 1: Digital filing
- Complainant submits full name, registered email, course enrolled, transaction ID, dispute summary, and relief sought.
- A dispute reference number is generated and shared by email confirmation.
- Initial validation is performed to confirm identity and transaction/enrollment references.
Stage 2: Asynchronous negotiation (up to 7 days)
- Both parties may upload documents and written submissions.
- Internal compliance review may examine payment records, access logs, setup activation timestamps, and certification issuance status.
- A settlement proposal may be offered (refund, transfer, credit, or correction).
- If resolved, a digital settlement record is issued and stored.
Stage 3: Digital mediation (up to 14 days)
- If unresolved, the matter may be escalated to a mediator (internal neutral or empaneled neutral).
- Proceedings may be conducted virtually (audio/video) and/or asynchronously by written submissions.
- Mediator may propose structured settlement options: partial refund, course transfer, credit issuance, installment restructuring.
- A settlement agreement, once digitally accepted, becomes binding between the parties.
Stage 4: Arbitration (only if agreed)
- If mediation fails and an arbitration clause exists in the Terms & Conditions, the dispute may be referred to a sole arbitrator.
- Arbitration may be conducted digitally; an award may be issued electronically.
- The award is binding subject to applicable law and the parties’ contractual agreement.
4. Automated grievance management features
ODR is designed to be audit-ready and evidence-driven.
ODR portal capabilities (current or planned)
- Digital case tracking dashboard with dispute reference numbers.
- Document upload and evidence archive.
- Timestamped access logs and provisioning records.
- Settlement documentation system with digital acceptance records.
- Preserved communication threads for audit and evidentiary purposes.
Where tools are provided by third parties (ticketing, storage, conferencing), the availability and features may depend on vendor systems.
5. Time frame summary
We aim to keep ODR time-bound and predictable.
Commitment targets
The 48-hour acknowledgement and 30-day resolution structure mirrors commonly referenced e-commerce grievance expectations used in India for customer complaints. [web:83]
Time frame table
| Stage | Timeline | Outcome |
|---|---|---|
| Acknowledgement | Within 48 hours | Reference number, validation request (if needed) |
| Negotiation | Up to 7 days | Settlement offer(s), evidence review, closure if agreed |
| Mediation | Up to 14 days | Mediated settlement, binding upon digital acceptance |
| Final ODR closure | Within 30 days (target) | Final closure note, or arbitration referral if applicable |
Timelines may extend if identity verification is pending, third-party confirmations are required, or the dispute is complex; interim updates may be provided.
6. Chargeback prevention clause
This section reduces disputes by requiring ODR evidence review before bank/payment reversals.
ODR-first for chargeback prevention
Where a learner initiates a chargeback or payment reversal without first using ODR, Telehealth School reserves the right to submit evidence to the payment processor/bank, which may include service activation records, digital access logs, and asset delivery confirmations.
ODR documentation may be used for dispute defense
- Dispute filing records and reference number.
- Settlement proposals and acceptance/decline records.
- Access logs (module access, downloads), setup activation timestamps, certification issuance status.
- Vendor invoices and provisioning evidence where relevant.
This policy does not prevent a learner from exercising legal rights; it establishes a structured, evidence-based first step designed to resolve issues quickly.
7. Good faith requirement
Both parties must participate honestly and avoid abuse of process.
Good faith expectations
- Participate honestly and respond within requested timelines where feasible.
- Provide accurate documentation and avoid misstatements.
- Avoid harassment, threats, or extortionary communications.
Abuse and consequences
- Frivolous or malicious disputes may result in account suspension during investigation.
- Fraud or document fabrication may result in denial of claims and legal action where required.
- Abusive conduct may result in restricted communication channels (email-only) and escalation to compliance review.
8. Non-exclusion of statutory rights
ODR is a structured pathway, not a waiver of consumer protections.
- This ODR framework does not extinguish statutory consumer rights.
- It provides a documented, time-bound mechanism intended to resolve disputes before formal litigation or consumer forum escalation.
- If a matter is not resolved through ODR, parties may pursue remedies available under applicable law.
ODR filing portal (digital submission)
Use this structured form to file a dispute and generate a reference number for tracking.
Submit dispute details
This on-page form is a template. For production, connect it to your ticketing/CRM endpoint and store reference numbers, timestamps, and attachments in a secure archive.
What happens after you file
- Stage 1 (Acknowledgement): We acknowledge and validate the dispute, assign a reference number, and request missing information if needed.
- Stage 2 (Negotiation): We review records and propose a settlement within the defined negotiation window.
- Stage 3 (Mediation): If needed, a mediator helps structure a fair settlement.
- Stage 4 (Arbitration): Only if arbitration is part of your Terms & Conditions and applicable to the dispute.
Evidence we may review
- Payment confirmations, invoices, processor logs.
- Course access logs, downloads, timestamps.
- Setup activation timestamps (EMR/portal/payment workflow enablement).
- Certification issuance status and certificate language.
- Vendor invoices and provisioning evidence.
PART II — Medical disclaimer & scope of practice
Telehealth School is an educational platform and does not grant medical degrees or legal authority to practice.
1. Educational purpose only
Telehealth School provides specialty telehealth training, course completion certification (where applicable), practice setup guidance, and technology/compliance education. Telehealth School does not grant a medical degree, confer a statutory license, authorize clinical practice, or substitute regulatory registration.
2. No right to practice allopathic medicine
Completion of any Telehealth School course does not authorize the practice of allopathic medicine, does not permit prescribing rights, does not replace medical council registration, and does not override state or national licensing requirements.
3. Regulatory responsibility
- Each learner is solely responsible for determining legal eligibility to practice.
- Learners must obtain required registrations and comply with scope-of-practice laws.
- Telehealth School does not verify or guarantee legal eligibility to practice.
4. Telemedicine compliance
- Learners must comply with telemedicine guidelines, licensing authority rules, and cross-border practice restrictions applicable to them.
- Learners must follow prescription regulations, data laws, and professional standards of care.
- Use of course materials in violation of law is strictly prohibited.
5. No doctor–patient relationship
Enrollment in a Telehealth School course does not create a doctor–patient relationship, supervisory clinical arrangement, medical partnership, or liability for learner clinical decisions.
PART II — Limitation of liability & misrepresentation
Clear boundaries help protect learners, the platform, and the public.
6. Limitation of liability
- Telehealth School is not liable for unauthorized clinical practice by learners.
- Telehealth School is not liable for regulatory penalties imposed on learners due to misuse of training/certification.
- Telehealth School is not liable for false representation of qualifications by learners.
7. Certification language
“This certification reflects successful completion of a telehealth specialty training program. It does not constitute a medical license nor grant authority to practice medicine.”
8. Misrepresentation consequences
If a learner falsely claims licensure, misuses certification, or represents Telehealth School as a licensing authority, Telehealth School may revoke certification, suspend access, issue public clarification, and initiate legal action where appropriate.
Contact
Official channels for ODR submissions and dispute tracking.
ODR / Disputes inbox
- Email: info@india.telehealth.school
- Phone: 011-69270774
- Address: OC 1123, Greater Noida, Gaur City Centre 201009
Optional: publish odr@india.telehealth.school and forward it to the same internal ticketing queue.
Internal routing (optional emails)
- Billing: billing@india.telehealth.school
- Support: support@india.telehealth.school
- Grievance: grievance@india.telehealth.school
- Compliance: compliance@india.telehealth.school
You can keep only info@india.telehealth.school public and use the others for internal workflows.