MockTest
Compliance

Grievance Redressal

How to raise a complaint with Leena Software Solutions, who handles it, and how long we take. Complaints are acknowledged within 48 hours and resolved within 30 days.

Last updated: 06 August 2026

Why this page exists

Leena Software Solutions, a Sole Proprietorship that owns and operates the MockTest service at https://mocktest.milansalvi.com, has appointed a Grievance Officer as required by the Consumer Protection (E-Commerce) Rules, 2020, which oblige every e-commerce entity to appoint a Grievance Officer and publish that officer's name, contact details and the time frames for handling consumer complaints, and by the Digital Personal Data Protection Act, 2023, which obliges every Data Fiduciary to publish the contact details of the person who answers questions and grievances from Data Principals about the processing of their personal data. The same officer named below performs both roles.

Grievance Officer

Name
Milan Manohar Salvi
Designation
Proprietor, Leena Software Solutions
Email
grievance@milansalvi.com
Phone
+91 78875 66152
Address
Leena Software Solutions
Shree Satyam, Plot No 65, Flat No 104
Sai Section
Ambernath East, Thane, Maharashtra 421501
India
This is the registered business address of Leena Software Solutions and the address for written complaints.
Hours
Monday to Friday, 10:00 AM to 6:00 PM IST

For everyday help that is not a formal complaint — a login problem, a question about a test, a routine refund request — please write to support@milansalvi.com first, or see the Contact Us page. Most issues are settled there without needing to be escalated.

Our timelines

These are commitments, not estimates. Both periods run from the moment your complaint reaches us.

Acknowledgement

We acknowledge every complaint within 48 hours of receipt. The acknowledgement is sent by email to the address you wrote from and carries a reference number you can quote in any follow-up.

Resolution

We work to resolve every complaint within 30 days (one month) of receipt. If a complaint cannot be resolved in that period, we write to you before the period ends explaining why and telling you when we expect to close it.

How to file a complaint

Email is the fastest route and gives both of us a dated written record. You may also call, or write to the registered address above.

  1. Write to the Grievance Officer

    Send your complaint to grievance@milansalvi.com. Use the word “Complaint” at the start of the subject line so it is routed correctly. If you prefer to speak to someone, call +91 78875 66152 during Monday to Friday, 10:00 AM to 6:00 PM IST; we will still ask you to confirm the details in writing so that the complaint can be logged.

  2. Include these details

    A complaint that contains all of the following can usually be investigated without a second exchange of emails:

    • the email address your MockTest account is registered with;
    • the order ID or payment ID, if the complaint concerns a payment;
    • the date of the transaction, or the date the problem occurred;
    • a clear description of the issue, in your own words;
    • what you would like us to do to put it right;
    • any screenshots, receipts or email trails that support the complaint.

  3. We acknowledge and log it

    Within 48 hours of receipt you get a written acknowledgement with a reference number. Keep that reference; quoting it on any later email takes you straight back to the same case.

  4. We investigate

    The Grievance Officer reviews your account records, payment records and, where relevant, our test and access logs. If we need anything further from you, we ask for it in one message rather than in a chain of separate requests.

  5. We resolve it, or explain in writing

    Within 30 days of receipt we either resolve the complaint — by restoring access, correcting the record, or issuing a refund where our Cancellation and Refunds Policy provides for one — or we send you a written explanation of why the complaint has not been upheld. Approved refunds are initiated with the payment gateway within 5 to 7 business days of approval, and then reach you according to your bank or card issuer's own timeline, typically a further 5 to 10 business days. The money goes back to the original payment method.

What happens after you file

Every complaint is recorded against your account with the date it was received, the reference number issued to you, the action taken and the date it was closed. You are told the outcome in writing at the address you wrote from. If the outcome is a refund or a credit, the message states the amount and the date it was processed. If the complaint is not upheld, the message states the reason and the records the decision was based on. Nothing is closed silently.

Data protection grievances (DPDP Act, 2023)

The same officer, Milan Manohar Salvi, is the person to contact for any question or grievance about how Leena Software Solutions processes personal data. Write to grievance@milansalvi.com from the email address registered on the account, so that we can verify who is asking. As a Data Principal under the Digital Personal Data Protection Act, 2023, you may exercise the following rights:

  • Access. Ask for a summary of the personal data we hold about you and the account, and of how it is processed.
  • Correction and completion. Ask us to correct data that is inaccurate or misleading, and to complete or update data that is incomplete or out of date.
  • Erasure. Ask us to erase personal data we no longer need to keep. Erasure requests are honoured within 7 days, except for records we are required by law to retain, such as payment and tax records; where that applies we tell you which records are being kept and why.
  • Nomination. Nominate another person to exercise these rights on your behalf in the event of your death or incapacity.

Because MockTest is used by school students, accounts are registered and operated by a parent, legal guardian, or an authorised school or teacher, who must be 18 or older. A child uses the service only under that adult's supervision and with that adult's verifiable consent. Data-protection requests relating to a child's data are therefore made by that adult account holder.

If a personal data breach occurs, we notify the Data Protection Board of India and the affected users within 72 hours of becoming aware of it. What we collect, why we collect it and how long we keep it is set out in full in our Privacy Policy.

If you are not satisfied

If your complaint is not resolved to your satisfaction, or if we do not respond within the timelines stated on this page, you may escalate it. Consumer complaints may be taken to the Central Consumer Protection Authority or to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. Complaints about the processing of personal data may be taken to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. Please use the official contact channels those bodies publish themselves; we do not reproduce their contact details here, because we cannot guarantee they would stay current.

Nothing on this page limits any right you have under Indian law. This page, and the service it relates to, are governed by the laws of India, and are subject to the exclusive jurisdiction of the courts in Maharashtra, India.

Grievance Officer contact, in one place

Everything you need to reach the officer named on this page.

  • Grievance Officer Milan Manohar Salvi Proprietor, Leena Software Solutions (Sole Proprietorship)
  • Email grievance@milansalvi.com
  • Phone +91 78875 66152 Monday to Friday, 10:00 AM to 6:00 PM IST
  • Registered address
    Shree Satyam, Plot No 65, Flat No 104, Sai Section, Ambernath East, Thane, Maharashtra, 421501, India

Full contact details, including our support email and business hours, are on the Contact Us page. Last updated: 06 August 2026.