Grievance Redressal Policy

Last updated: July 11, 2026

This Grievance Redressal Policy explains how users, doctors, healthcare professionals, hospitals, clinics, partners, sellers, vendors, service providers, and visitors may raise complaints or concerns related to ZairoHealth’s website, mobile applications, services, content, payments, verification, privacy, and platform activity.

This policy should be read with our Terms & Conditions, Privacy Policy, Refund & Cancellation Policy, Community Guidelines, User Generated Content Policy, and other applicable ZairoHealth policies.

1. Purpose

ZairoHealth aims to provide a fair, transparent, and timely process for receiving, reviewing, and resolving grievances.

Users may raise grievances about:

• Account access or profile issues
• Doctor verification or KYC review
• Hospital partner concerns
• Job, shift, or application issues
• Event bookings
• Doctor Store products
• Payments, refunds, or billing
• Subscription issues
• Content, reviews, or listings
• Privacy or data protection requests
• Misuse, fraud, impersonation, or safety concerns
• Technical issues or app/website errors
• Policy violations or community concerns

2. How to Raise a Grievance

You may submit a grievance by contacting:

ZairoHealth Grievance Team
Email: support@zairohealth.com
Website: https://zairohealth.com

Please include:

• Full name
• Registered mobile number or email
• Account type
• Order ID, booking ID, payment ID, listing ID, or profile link, if applicable
• Description of the issue
• Screenshots, documents, or evidence, if available
• Preferred contact method

Incomplete complaints may take longer to review.

3. Grievance Officer

ZairoHealth may appoint a Grievance Officer or designated support contact for platform, privacy, and user complaints.

Until a specific officer is formally published, grievances may be sent to:

Grievance Contact: ZairoHealth Grievance Team
Email: support@zairohealth.com
Website: https://zairohealth.com

ZairoHealth may update this policy with the officer’s name, designation, address, and contact details where required.

4. Acknowledgement

ZairoHealth will aim to acknowledge receipt of grievances within a reasonable period.

Certain legal, privacy, or intermediary-related complaints may be acknowledged and handled within timelines required by applicable law.

5. Review Process

After receiving a grievance, ZairoHealth may:

• Verify the complainant’s identity
• Review account, booking, payment, listing, or platform records
• Request additional information
• Contact relevant hospitals, partners, sellers, vendors, or service providers
• Review policy, legal, privacy, or security concerns
• Temporarily restrict content, listings, transactions, or accounts where necessary
• Provide a resolution, explanation, or next step

6. Resolution Timelines

ZairoHealth will aim to resolve grievances as quickly as reasonably possible.

Resolution time may vary depending on:

• Nature and complexity of the issue
• Availability of required information
• Third-party involvement
• Payment gateway or bank timelines
• Seller, hospital, or partner response
• Legal, privacy, or security review
• Technical investigation requirements

7. Privacy and Data Requests

Privacy-related requests, including access, correction, deletion, consent withdrawal, or data processing concerns, will be handled according to the Privacy Policy, Consent Policy, Data Retention Policy, and applicable law.

ZairoHealth may verify identity before processing privacy requests.

8. Content and Safety Complaints

Complaints about unlawful, harmful, misleading, infringing, abusive, or policy-violating content may be reviewed under the User Generated Content Policy, Community Guidelines, Copyright Policy, DMCA Policy, and Intellectual Property Policy.

ZairoHealth may remove or restrict content where appropriate.

9. Payment and Refund Complaints

Payment, refund, cancellation, subscription, and billing complaints will be reviewed according to the Payment Policy, Refund & Cancellation Policy, and Subscription Policy.

Refund timelines may depend on banks, payment gateways, sellers, vendors, event organizers, or service providers.

10. Fraud or Impersonation Complaints

Fraud, impersonation, fake profiles, forged documents, fake jobs, payment abuse, or suspicious activity may be reviewed under the Anti-Fraud Policy, AML & KYC Policy, Doctor Verification Policy, and Hospital Partner Policy.

ZairoHealth may suspend accounts, request verification, restrict transactions, or report serious issues where required.

11. Third-Party Disputes

Some grievances may involve hospitals, clinics, sellers, vendors, payment gateways, event organizers, service providers, or other third parties.

ZairoHealth may assist in coordination where possible, but disputes between users and third parties may remain subject to the third party’s own terms, policies, and legal obligations.

12. Escalation

If you are not satisfied with the initial response, you may request escalation by replying to the same support thread or writing again with the subject line:

Escalation: Grievance Review

Please include your original complaint reference, if available, and explain why you are requesting further review.

13. Misuse of Grievance Process

Users must not misuse the grievance process by submitting knowingly false, abusive, repetitive, threatening, or bad-faith complaints.

ZairoHealth may restrict support access or take account action in cases of misuse.

14. Records

ZairoHealth may retain grievance records, communications, evidence, and resolution notes as required for legal, compliance, audit, security, fraud-prevention, and service-improvement purposes.

15. Policy Updates

ZairoHealth may update this Grievance Redressal Policy from time to time. Updated versions will be posted on the website or app with a revised “Last updated” date.

Continued use of ZairoHealth after updates means you accept the revised policy.