Grievance Redressal Policy

1. GRIEVANCE OFFICER

2. SCOPE OF GRIEVANCES

• Privacy and data protection (data breach, unauthorised sharing, erasure requests).
• Appointment booking issues (cancellation, non-confirmation, rescheduling errors).
• Payment disputes (double charges, failed payments, refund delays).
• Conduct or professional behaviour of RMPs facilitated through the Platform.
• Platform technical issues (app errors, teleconsultation connectivity failures).
• Inaccurate or misleading content on the Platform.
• Any other grievance related to OPLive App services.

This Policy applies only to grievances relating to the services, Platform, or operations of SRIT India Limited and does not determine or adjudicate medical negligence, clinical malpractice, or professional misconduct, which remain the responsibility of the respective Healthcare Provider and the competent statutory authorities.

3. HOW TO SUBMIT A GRIEVANCE

3.1 In-App / Email

Grievances may be submitted from within OPLive App or OPLive Dr at Profile → Help → Raise a grievance, which records the User ID and booking reference automatically. Alternatively, grievances may be submitted by email to grievance@oplive.app with the subject line 'Grievance — [Category] — [User ID]'. OPLive App will acknowledge receipt within twenty-four (24) hours on working days. Acknowledgement of a grievance shall not constitute acceptance of liability or admission of any claim.

3.2 By Post

Written complaints addressed to the Grievance Officer at: TC 24/3088/2, Ushasandya Building, Dotspace Business Centre, PMG TTC Road, Kowdiar Thiruvananthapuram Kerala 695003 India. Acknowledged within 5 working days.

4. TIME LIMIT FOR SUBMITTING GRIEVANCES

Users must submit grievances within thirty (30) days of the date of the incident or service failure giving rise to the grievance (except Privacy / Data Protection). Grievances submitted after this period may not be considered except in exceptional circumstances at OPLive App's discretion.

5. RESOLUTION TIMELINES

The above timelines are indicative and may be extended where additional information, third-party inputs, regulatory consultation, technical investigation, or legal review is reasonably required. OPLive App shall keep the complainant informed of any material delay.

6. ESCALATION

• Level 1: Grievance Officer — grievance@oplive.app
• Level 2 (if unsatisfied): CEO/MD — ceo@oplive.app — within 7 days of Grievance Officer response.
• External: Data Protection Board of India (data matters); District Consumer Disputes Redressal Commission, Trivandrum (consumer matters); cybercrime.gov.in (cybercrime); Kerala Medical Council (RMP conduct).

Nothing contained in this Policy shall restrict OPLive App from referring any grievance involving fraud, criminal activity, regulatory violations, or abuse of the Platform to the appropriate law enforcement or regulatory authorities.

7. RECORD-KEEPING

The Grievance Officer shall maintain appropriate records of grievances received, correspondence, investigations, responses, and outcomes. Such records shall be retained for a minimum period of three (3) years or such longer period as may be required under applicable law and may be used for compliance, audit, regulatory, or legal proceedings.

8. RESERVATION OF RIGHTS

OPLive App reserves the right to amend this Policy from time to time to comply with applicable laws, regulatory requirements, judicial directions, or operational requirements. Nothing contained in this Policy shall limit OPLive App's rights or remedies available under applicable law.