GRIEVANCE REDRESSAL POLICY

1. About this Policy

This document is issued by AVDAUSON HEALTHTECH PRIVATE LIMITED, a company incorporated under the Companies Act, 2013, (the "Company", "we", "us" or "our"). The Company owns and operates the "Aarog" / "Aarog Health Records" mobile applications and the website www.aaroghealthrecords.com (together, "Aarog"). "Aarog" is a brand of the Company and is not a separate legal entity.

We want to put things right quickly if something goes wrong. This Policy explains how to raise a complaint or request with us and what you can expect.

2. Our Grievance Officer

• Name: Mr. Arpan Gupta
• Designation: Grievance Officer, AVDAUSON HEALTHTECH PRIVATE LIMITED
• Email: support@aaroghealthrecords.com (please write "Grievance" in the subject line)
• Phone: +91 98781 23696 (Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, except public holidays)
• Registered office: AVDAUSON HEALTHTECH PRIVATE LIMITED, 206, Tower 6, Millenium Garden, Zirakpur, Punjab 140603, India

3. Who can raise a grievance

Anyone can raise a grievance, including:

• Aarog users;
• family members whose information is held in Aarog, or people acting for them;
• people who received records shared through Aarog; and
• anyone who believes their personal data is processed by Aarog.

4. What you can raise

For example: a question or complaint about your personal data; a request to access, correct or erase data, or to withdraw consent; a concern about a family member's profile; a security concern; a problem with a payment, subscription or refund; an error in an AI result; or any other problem with Aarog.

5. How to raise it

• In the app: Settings > Help > Raise a grievance.
• By email: support@aaroghealthrecords.com, with "Grievance" in the subject line.
• By phone: +91 98781 23696, during the hours above.
• By post: to the Grievance Officer at the address above.

Please include your name, your registered mobile number (if you are a user), what the problem is and what you would like us to do. Please do not send medical documents or identity documents unless we ask for them.

6. Our timelines

If a law that applies to your grievance sets a shorter period, we will follow that period. If we cannot do what you asked, we will explain why in writing.

7. If you are not satisfied

You may ask for a review by our founder, Mr. Anurag Verma, by writing to support@aaroghealthrecords.com with "Review request" in the subject line. After using this grievance mechanism, you may approach the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, once the relevant provisions are in force. You may also use any other remedy available to you under law, including the Consumer Disputes Redressal Commissions.

8. Reporting a security issue

If you find a security vulnerability or think your account or data has been compromised, please email support@aaroghealthrecords.com with "Security" in the subject line. Please do not test or exploit the vulnerability further. We will acknowledge your report within 24 hours.

9. Records

We keep grievance records for 3 years after a grievance is closed, so that we can handle follow-ups and show how we dealt with them. They are kept securely and used for no other purpose.

10. Changes to this Policy

We may update this Policy. The "Last updated" date at the top shows when it was last changed.