Grievance Redressal Policy

This Grievance Redressal Policy sets out the mechanism through which users of the Passionwave platform can raise concerns, complaints, or grievances and have them resolved in a timely and transparent manner, in accordance with applicable Indian law.

In accordance with the IT Act, 2000, the IT Rules, 2021, and the DPDP Act, 2023, the contact details of our designated Grievance Officer are:

• Name: Mr. Rajesh Kumar
• Designation: Grievance Officer & Data Protection Officer
• Email: grievance@passionwave.health
• Phone: +91 22 4000 0000 (Mon–Sat, 9:00 AM – 7:00 PM IST)
• Postal address: Passionwave Technologies Pvt Ltd, Grievance Cell, Mumbai, Maharashtra, India

You may raise a grievance regarding, among other things:

• Personal data and privacy concerns under the DPDP Act, 2023.
• Content on the Platform that you believe is unlawful or violates these terms.
• Service-related complaints, including consultations, bookings, and refunds.
• Payment, billing, or transaction disputes.
• Conduct of a professional or another user on the Platform.
• Any other consumer concern under the Consumer Protection Act, 2019.

To file a grievance, please send an email to grievance@passionwave.health (or write to the postal address above) including:

• Your full name and registered email or mobile number.
• A clear description of the grievance.
• Relevant details such as booking ID, transaction ID, or dates.
• Any supporting documents or screenshots.
• Your preferred resolution, if any.

Providing complete information helps us investigate and resolve your grievance faster.

We follow the timelines prescribed under applicable law:

• Acknowledgement: we will acknowledge receipt of your grievance within 48 hours.
• Resolution: we will endeavour to resolve your grievance within 30 days from the date of receipt.
• Where a complaint requires more time due to its nature, we will keep you informed of the status and the expected resolution timeline.

If you are not satisfied with the resolution provided, you may request escalation by replying to the resolution communication, and the matter will be reviewed by a senior member of our team.

If you remain dissatisfied, you may pursue remedies available to you under the Consumer Protection Act, 2019 (including approaching the relevant Consumer Disputes Redressal Commission), or, for data-related grievances, before the Data Protection Board of India under the DPDP Act, 2023.

We request that grievances be raised in good faith and with accurate information. Frivolous, repetitive, or abusive complaints may not be entertained. We treat all grievances confidentially and use the information provided only to investigate and resolve the matter.

For any grievance or to follow up on an existing complaint, contact our Grievance Officer:

• Grievance Officer: Mr. Rajesh Kumar
• Email: grievance@passionwave.health
• Phone: +91 22 4000 0000
• Address: Passionwave Technologies Pvt Ltd, Mumbai, Maharashtra, India