FITREAT GRIEVANCE REDRESSAL POLICY

1. Introduction

This Grievance Redressal Policy ("Policy") is adopted and published by the entities operating under the Fitreat brand, collectively referred to as the Fitreat Group, including Fitreat Couple Private Limited, Fitreat LLC (Dubai), the Fitreat Partnership Firm and their respective affiliates, subsidiaries, associated enterprises, successors and permitted assigns (collectively referred to as "Fitreat", the "Company", "we", "our" or "us", as the context may require). This Policy forms an integral part of the legal framework governing the Fitreat Platform and shall be read together with the Terms and Conditions, Privacy Policy, Medical Disclaimer, Refund and Cancellation Policy, Cookie Policy and every other policy, guideline, standard or legal document published by the Company from time to time (collectively, the "Platform Policies").

Fitreat is committed to maintaining a transparent, efficient and user-centric grievance resolution mechanism that promotes fairness, accountability and trust between the Company and its Users. The Company recognises that complaints, concerns and feedback constitute an important component of responsible corporate governance and provide valuable opportunities to improve the quality, accessibility and reliability of the Services offered through the Fitreat Platform. Every grievance received by the Company shall therefore be treated with due seriousness and shall be processed in accordance with the principles and procedures set out in this Policy.

This Policy has been developed to establish a structured framework for the receipt, acknowledgement, assessment, investigation and resolution of grievances arising in connection with the Company's Services, digital platforms, employees, representatives, business operations and any other activity undertaken by or on behalf of the Fitreat Group. The objective of this Policy is to ensure that grievances are handled consistently, impartially and within reasonable timelines while protecting the legitimate rights and interests of all persons involved in the grievance resolution process.

Nothing contained in this Policy shall be interpreted as limiting or excluding any statutory rights, remedies or protections available to any User under applicable law. Likewise, the existence of this Policy shall not be construed as creating any contractual entitlement to a particular outcome, compensation, refund or other remedy unless expressly required under applicable law or separately agreed by the Company in writing.

2. Purpose and Objectives

The primary purpose of this Policy is to provide every User with an accessible, transparent and efficient mechanism through which grievances relating to the Company's Services may be communicated and resolved. The Company acknowledges that effective grievance handling is fundamental to maintaining consumer confidence, improving operational standards and ensuring continued compliance with applicable legal and regulatory obligations. Accordingly, this Policy seeks to establish uniform standards governing the manner in which grievances are received, documented, investigated and resolved across all entities forming part of the Fitreat Group.

The grievance resolution framework established under this Policy is intended not merely to resolve individual complaints but also to facilitate continuous improvement of the Company's products, services, technology platforms and internal processes. Information gathered during grievance investigations may therefore be analysed to identify recurring issues, operational deficiencies, customer experience concerns and areas requiring corrective or preventive action. Such analysis may contribute to the refinement of policies, enhancement of service quality and strengthening of internal governance systems.

The Company shall endeavour to administer this Policy in good faith and in accordance with the principles of procedural fairness, transparency, confidentiality, proportionality and accountability. However, the Company does not guarantee that every grievance will result in a finding favourable to the complainant, nor shall this Policy be interpreted as creating an obligation upon the Company to provide compensation, refunds or any other remedy except where required by law or expressly determined by the Company after completion of the grievance resolution process.

3. Scope of the Policy

This Policy applies to every grievance, complaint, concern, objection, dispute or request for redress arising directly or indirectly from the use of the Fitreat Platform or from any product, service, programme, subscription, membership, consultation, digital content or business activity undertaken by or on behalf of the Fitreat Group. Without limitation, the scope of this Policy extends to matters concerning fitness programmes, nutrition programmes, wellness coaching, behavioural coaching, artificial intelligence-assisted recommendations, subscription management, billing, payment processing, refunds, promotional campaigns, referral programmes, customer support interactions, digital content, community participation, corporate wellness programmes, children's programmes, couple programmes, transformation programmes, online consultations, social media engagement, technical issues, account management, privacy concerns, data protection matters and any other Service provided through the Fitreat Platform.

This Policy further applies to grievances concerning the conduct of the Company's employees, coaches, nutritionists, consultants, contractors, customer support personnel, authorised representatives, business partners or any other individual acting on behalf of the Fitreat Group within the scope of their engagement. Where a grievance relates to the conduct of a third-party service provider, the Company may, where appropriate, coordinate with such third party to facilitate investigation and resolution while remaining subject to the contractual arrangements governing the relevant services.

The applicability of this Policy shall not be limited by the geographical location of the complainant, provided that the grievance relates to Services offered by or through the Fitreat Group. This Policy shall apply irrespective of whether the relevant Services are provided physically, digitally or through a hybrid delivery model.

4. Applicability

This Policy applies to every individual, organisation or other legal or natural person who accesses, interacts with or otherwise engages with the Fitreat Platform or any Service offered by or on behalf of the Fitreat Group, irrespective of whether such interaction occurs through the Company's websites, mobile applications, digital platforms, communication channels, physical facilities or any other medium through which the Services are made available. The provisions of this Policy shall govern grievances arising from both paid and complimentary Services and shall extend to every stage of the relationship between the Company and the User, including pre-registration enquiries, onboarding, subscription, use of the Services, post-service support and the termination or expiry of the relationship.

This Policy shall apply to prospective customers, visitors, registered Users, paid subscribers, members, participants in fitness, nutrition, wellness, behavioural coaching, transformation, children's, couple and corporate wellness programmes, users of artificial intelligence-enabled features, participants in promotional campaigns, referral programmes, webinars, workshops, surveys and research initiatives, as well as individuals communicating with the Company through customer support channels, electronic mail, telephonic communications, social media platforms or any other authorised means of communication. The Policy shall likewise extend to grievances raised by parents or legal guardians acting on behalf of minor participants, authorised representatives acting pursuant to valid legal authority, corporate clients, vendors, consultants, business partners, affiliates, contractors and every other person whose rights or legitimate interests may be affected by the activities, Services or operations of the Fitreat Group.

The grievance resolution framework established under this Policy shall apply irrespective of the geographical location of the complainant or the jurisdiction from which the Services are accessed, subject always to applicable law. Where the Services are provided by different entities forming part of the Fitreat Group, this Policy shall apply to the processing and resolution of grievances by the applicable entity responsible for the relevant Service or contractual relationship. The involvement of multiple entities within the Fitreat Group for operational, technological, administrative, customer support, compliance or other legitimate business purposes shall not affect the applicability of this Policy or the Company's commitment to ensuring a fair, impartial and efficient grievance resolution process.

This Policy governs grievances relating to every aspect of the Company's business activities, including, without limitation, the availability or quality of the Services, subscriptions, memberships, coaching sessions, nutrition plans, exercise programmes, AI-generated recommendations, digital content, billing, payments, refunds, promotional offers, account management, technical issues, privacy and data protection, customer support, user conduct, community participation, intellectual property concerns, accessibility issues, security incidents, marketing communications, and the conduct of the Company's employees, coaches, consultants, contractors, authorised representatives, service providers and other persons acting on behalf of the Fitreat Group. Nothing contained herein shall preclude the Company from adopting separate grievance procedures for specialised Services where such procedures are expressly communicated to the relevant Users, provided that such procedures remain consistent with the principles embodied in this Policy.

5. Guiding Principles

The grievance resolution mechanism established under this Policy is founded upon the principles of fairness, transparency, accountability, accessibility, confidentiality and procedural efficiency. Every grievance received by the Company shall be considered objectively and without discrimination, bias or prejudice, having due regard to the facts and circumstances of each case. The Company shall endeavour to ensure that grievances are assessed by appropriately authorised personnel possessing the requisite knowledge, experience and authority to facilitate an impartial review of the issues raised by the complainant.

The Company is committed to maintaining a grievance resolution process that is accessible to all Users irrespective of their geographical location, technical proficiency or the manner in which the Company's Services are accessed. Reasonable efforts shall be made to ensure that Users are able to communicate grievances through convenient and accessible channels and receive appropriate information regarding the status and outcome of their complaints. Throughout the grievance resolution process, the Company shall endeavour to maintain confidentiality to the greatest extent reasonably practicable, subject always to applicable law, legitimate business requirements and the necessity of disclosing information for the proper investigation and resolution of the grievance.

The Company further recognises that grievances provide valuable insights into customer experience and operational performance. Accordingly, information obtained through the grievance handling process may be analysed for quality assurance, risk management, service improvement, employee training, regulatory compliance and the enhancement of internal governance procedures, provided that such analysis is undertaken in accordance with applicable law and the Company's Privacy Policy.

6. Rights and Responsibilities of Users

Every User submitting a grievance under this Policy shall be entitled to have the grievance acknowledged, assessed and investigated in a fair, impartial and timely manner. Users may reasonably expect to receive appropriate communication regarding the progress of their grievance and, where reasonably practicable, the reasons underlying the Company's decision upon completion of the grievance resolution process. The Company shall endeavour to ensure that every complainant is treated with dignity, courtesy and respect throughout all interactions relating to the grievance.

Correspondingly, every User is expected to cooperate in good faith during the grievance resolution process by providing accurate, complete and truthful information relevant to the grievance. Users shall refrain from knowingly submitting false, misleading, malicious or frivolous complaints or from withholding material information that may reasonably affect the investigation. Where additional information or supporting documentation is reasonably requested by the Company, the complainant shall use reasonable efforts to provide such information within the time specified by the Company to facilitate an efficient investigation.

Nothing contained in this Policy shall prevent the Company from declining to investigate grievances that are manifestly frivolous, vexatious, abusive, repetitive or submitted for an improper purpose, provided that such determination shall be made reasonably and in accordance with applicable law.

7. Company's Commitment to Grievance Resolution

The Company is committed to maintaining a grievance resolution framework that reflects the highest standards of professionalism, integrity and customer service. Every grievance received by the Company shall be recorded, assessed and processed in accordance with established internal procedures designed to promote consistency, accountability and procedural fairness. The Company shall endeavour to investigate grievances within reasonable timelines, communicate with complainants in a courteous and professional manner and implement corrective or preventive measures where appropriate to minimise the recurrence of similar issues.

The Company may, where necessary, involve multiple departments, business units, affiliates or authorised service providers in the investigation and resolution of grievances, particularly where specialised technical, medical, financial, legal or operational expertise is required. Such internal coordination shall not be construed as diminishing the Company's responsibility for administering the grievance resolution process in accordance with this Policy.

While the Company shall make reasonable efforts to resolve grievances amicably, nothing contained herein shall be interpreted as constituting an admission of liability, negligence, deficiency of service, breach of contract or violation of law merely because a grievance has been received, acknowledged or investigated. Any remedial measures adopted by the Company shall be implemented without prejudice to its legal rights, remedies and defences.

8. Relationship with Other Platform Policies

This Policy forms an integral component of the Platform Policies governing the use of the Fitreat Platform and shall be read harmoniously with the Terms and Conditions, Privacy Policy, Medical Disclaimer, Refund and Cancellation Policy, Cookie Policy, Community Guidelines and every other policy, notice or legal document published by the Company from time to time. Collectively, these documents establish the contractual and regulatory framework governing the relationship between the Company and its Users.

Where the subject matter of a grievance falls within the scope of another Platform Policy, the provisions of that policy shall be read together with this Policy to the extent reasonably necessary for the proper resolution of the grievance. In the event of any inconsistency between this Policy and another Platform Policy, the provisions specifically governing the subject matter of the grievance shall prevail to the extent of such inconsistency unless otherwise required by applicable law. The grievance resolution mechanism established under this Policy is intended to supplement, and not replace, any statutory remedies, dispute resolution mechanisms or contractual rights available under applicable law or the governing contractual documentation.

9. Regulatory Compliance

The Company shall administer this Policy in accordance with applicable laws governing its business operations and the provision of its Services. This Policy has been prepared having regard to the legal and regulatory framework applicable to the Company's operations, including laws relating to consumer protection, electronic commerce, information technology, digital services, privacy and personal data protection, together with any other legislation, regulations, governmental notifications or judicial decisions that may become applicable from time to time.

Nothing contained in this Policy shall be interpreted as restricting, excluding or limiting any statutory rights or remedies available to any User under applicable law. Where any provision of this Policy is determined by a court, tribunal or competent regulatory authority to be invalid, unlawful or unenforceable, such determination shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect to the maximum extent permitted by law.

10. Grievance Officer

The Company shall designate one or more Grievance Officers responsible for overseeing the implementation of this Policy and facilitating the receipt, coordination, investigation and resolution of grievances submitted by Users. The designated Grievance Officer shall act as the principal point of contact for matters arising under this Policy and shall perform such responsibilities as may be assigned by the Company in accordance with applicable law and internal governance requirements.

The name, designation, postal address, electronic mail address and other contact particulars of the Grievance Officer shall be published on the Fitreat Platform and may be updated from time to time without requiring formal amendment of this Policy. Users are encouraged to communicate grievances through the designated channels to facilitate prompt acknowledgement and appropriate handling of their concerns.

Submission of a grievance to the Grievance Officer shall not, by itself, constitute proof of any deficiency in service, breach of contract, negligence, misconduct or legal liability on the part of the Company. Every grievance shall be independently assessed on its own facts and merits in accordance with the procedures prescribed under this Policy.

11. Right to Submit a Grievance

Every User who believes that any act, omission, decision, communication, transaction or conduct of the Company or any person acting on behalf of the Fitreat Group has adversely affected his or her rights or legitimate interests may submit a grievance in accordance with this Policy. The grievance may relate to any matter arising from or connected with the Company's Services, products, programmes, digital platforms, subscriptions, billing practices, payment processing, customer support, privacy practices, artificial intelligence-enabled features, promotional campaigns, marketing communications or any other activity undertaken by or on behalf of the Fitreat Group.

A grievance may also be submitted by a parent or legal guardian acting on behalf of a minor, an authorised representative acting pursuant to a valid power of attorney or other lawful authority, or any person otherwise legally entitled to represent the interests of the affected individual. The Company may require appropriate documentation establishing such authority before processing the grievance.

The submission of a grievance under this Policy shall not prejudice any statutory or contractual rights available to the complainant under applicable law. However, the Company encourages Users to utilise the grievance resolution mechanism established under this Policy before initiating formal legal proceedings wherever such an approach is reasonably practicable.

12. Matters Eligible for Grievance Resolution

The grievance resolution mechanism established under this Policy is intended to address concerns relating to the Company's Services and operations. Grievances may include complaints regarding the quality or availability of Services, subscriptions, memberships, billing discrepancies, payment failures, refunds, promotional offers, coaching sessions, nutrition programmes, fitness programmes, transformation programmes, artificial intelligence-generated recommendations, customer support interactions, technical malfunctions, account management, privacy and personal data processing, unauthorised access, community conduct, intellectual property concerns, accessibility issues, marketing communications, security incidents and any other matter reasonably connected with the Company's business activities.

Nothing contained in this Policy shall obligate the Company to investigate matters that are entirely unrelated to the Company's Services or that concern disputes exclusively between Users unless the Company's Services have been materially implicated in the circumstances giving rise to the grievance.

13. Submission of Grievances

Grievances shall ordinarily be submitted through the communication channels designated by the Company for grievance handling, including the official grievance email address, customer support portal, in-application support interface or any other authorised communication channel notified by the Company from time to time. The Company may introduce additional mechanisms for grievance submission as its business operations evolve, and the availability of multiple communication channels shall not affect the validity or enforceability of this Policy.

A grievance should, to the extent reasonably practicable, contain sufficient particulars to enable the Company to identify the complainant, understand the nature of the grievance and conduct an appropriate investigation. The complainant should clearly describe the relevant facts, identify the Services or transactions involved, specify the date or approximate period during which the events occurred and provide any supporting documentation or evidence reasonably available. Failure to provide complete information shall not automatically result in rejection of the grievance, although it may reasonably delay the investigation or require the Company to seek additional clarification.

Where the Company receives a communication that reasonably appears to constitute a grievance, it may treat such communication as a grievance under this Policy irrespective of the terminology used by the complainant.

14. Acknowledgement of Grievances

Upon receipt of a grievance, the Company shall endeavour to acknowledge its receipt within a reasonable period through the communication channel used by the complainant or through any other appropriate means of communication. The acknowledgement may include a reference number, confirmation that the grievance has been received for review and such additional information regarding the grievance resolution process as the Company considers appropriate.

An acknowledgement of receipt shall merely confirm that the grievance has entered the Company's grievance handling process and shall not constitute acceptance of the factual allegations contained therein, an admission of liability, a finding regarding the merits of the complaint or a representation that any particular outcome will be achieved.

15. Preliminary Assessment

Following acknowledgement, the Company may conduct a preliminary assessment to determine whether the grievance falls within the scope of this Policy, whether additional information is required from the complainant and whether immediate interim measures are reasonably necessary to protect the interests of the complainant, other Users or the Company.

Where the grievance is incomplete or insufficiently particularised, the Company may request further clarification or supporting documentation. The complainant shall be afforded a reasonable opportunity to provide the requested information, and the Company's investigation may be suspended until such information is received or until the period specified for furnishing the information has expired.

If the Company determines that the grievance does not relate to any matter within its reasonable control or responsibility, it may decline to proceed further while informing the complainant, wherever reasonably practicable, of the basis for such determination.

16. Investigation Procedure

Every grievance accepted for investigation shall be examined impartially by the Company or by appropriately authorised personnel possessing the necessary expertise to assess the issues involved. The Company may review account records, transaction histories, communications, technical logs, payment records, customer support interactions, audit trails, system-generated information and any other material reasonably necessary for the proper investigation of the grievance.

Where appropriate, the Company may seek explanations from its employees, coaches, consultants, contractors, business partners, payment processors, technology providers or other persons involved in the events giving rise to the grievance. The Company may also request additional information from the complainant where such information is reasonably required to facilitate a fair and comprehensive investigation.

The Company shall determine the manner and scope of its investigation having regard to the nature, complexity and seriousness of the grievance. Nothing contained in this Policy shall require the Company to disclose confidential business information, proprietary technology, legally privileged communications or information the disclosure of which would prejudice the rights of third parties or violate applicable law.

17. Communication During the Investigation

The Company shall endeavour to keep the complainant reasonably informed regarding the progress of the investigation where the nature and duration of the grievance reasonably warrant such communication. The frequency and extent of such updates shall depend upon the complexity of the grievance, the availability of relevant information and the necessity of preserving the integrity of the investigation.

The Company may communicate with the complainant through electronic mail, in-application notifications, telephone, messaging platforms or any other communication channel reasonably associated with the complainant's account or otherwise authorised by the complainant. Communications issued during the investigation are intended solely to facilitate the grievance resolution process and shall not constitute admissions of liability or legally binding representations unless expressly stated otherwise in writing.

18. Resolution of Grievances

Upon completion of the investigation, the Company shall determine whether the grievance is substantiated, partially substantiated or not substantiated based upon the information reasonably available during the investigation. Where the Company considers that corrective measures are appropriate, it may implement such remedial action as it reasonably considers necessary, including clarification of misunderstandings, correction of administrative errors, technical rectification, account adjustments, replacement of Services, issuance of refunds where contractually or legally warranted or such other remedial measures as the Company considers appropriate under the circumstances.

The Company shall communicate the outcome of the grievance to the complainant through an appropriate communication channel. The Company's decision shall be based upon the information available at the time of investigation and shall not prevent reconsideration where material new evidence subsequently becomes available.

19. General Principles Governing Special Categories of Grievances

While every grievance submitted under this Policy shall be investigated in accordance with the general procedures prescribed herein, the Company recognises that certain categories of grievances require specialised consideration owing to their subject matter, potential legal implications, technical complexity or the involvement of sensitive personal information. Such grievances may require consultation with multiple departments, subject matter experts, healthcare professionals, technology teams, legal advisers or external service providers to facilitate a fair and comprehensive investigation.

The existence of specialised procedures for particular categories of grievances shall not diminish the Company's commitment to ensuring consistency, impartiality and procedural fairness throughout the grievance resolution process. The Company reserves the right to adopt additional internal protocols for handling specialised complaints where such protocols are reasonably necessary to protect Users, maintain platform integrity, comply with applicable law or manage operational risks.

20. Health, Nutrition and Fitness-Related Grievances

The Company recognises that its Services involve fitness education, nutritional guidance, behavioural coaching and wellness programmes, each of which may affect Users differently depending upon their individual health conditions, medical history, physical capabilities and personal circumstances. Accordingly, grievances relating to exercise programmes, dietary recommendations, nutritional advice, coaching sessions, transformation programmes, wellness consultations or similar Services shall be investigated with due regard to the information provided by the User at the time of enrolment, subsequent disclosures made during participation in the programme and any other relevant circumstances reasonably available to the Company.

The Company may, where appropriate, seek clarification from the coaches, nutritionists, trainers or other personnel involved in providing the relevant Services. The Company may also request additional medical documentation or other supporting information from the complainant where such information is reasonably necessary to understand the circumstances giving rise to the grievance. Nothing contained in this Policy shall require the Company to provide medical opinions, diagnoses or treatment recommendations, and Users are encouraged to consult appropriately qualified healthcare professionals regarding matters affecting their health.

21. Artificial Intelligence and Automated Recommendation Grievances

Where a grievance relates to recommendations, responses or outputs generated wholly or partly through artificial intelligence, machine learning systems or other automated technologies utilised by the Fitreat Platform, the Company shall investigate the grievance having regard to the role of such technologies within the overall Service delivery framework. The Company acknowledges that artificial intelligence systems generate recommendations based upon the information available to them and may not account for every individual circumstance, medical condition or preference of a particular User. During the investigation of such grievances, the Company may review the inputs provided by the User, system-generated outputs, relevant technical logs, subsequent modifications made by coaches or other personnel and any additional information reasonably necessary to evaluate the complaint. The Company shall make reasonable efforts to determine whether the grievance arises from technical malfunction, inaccurate user inputs, limitations inherent in automated systems or any other relevant factor. Nothing contained herein shall be interpreted as guaranteeing that artificial intelligence-generated outputs will be error-free, medically appropriate or suitable for every individual circumstance.

22. Subscription, Billing and Payment Grievances

Grievances concerning subscriptions, memberships, payment processing, billing discrepancies, promotional pricing, discounts, recurring payments, failed transactions, unauthorised charges or similar financial matters shall be investigated by reference to the Company's transaction records, payment gateway information, invoices, receipts, subscription history and other relevant financial documentation. The Company may coordinate with banks, payment processors or other authorised financial service providers where reasonably necessary to verify transaction details or investigate payment-related concerns.

Where a payment dispute involves an external financial institution or payment intermediary, the Company's investigation may necessarily depend upon information received from such third parties. The Company shall endeavour to cooperate with authorised payment service providers in resolving genuine payment-related grievances while remaining subject to applicable contractual obligations and regulatory requirements governing financial transactions.

23. Refund and Cancellation Grievances

Any grievance relating to refunds, cancellations, subscription termination or the reversal of payments shall be examined in conjunction with the Company's Refund and Cancellation Policy, the applicable Terms and Conditions and the contractual arrangements governing the relevant Service. The submission of a grievance concerning a refund shall not automatically entitle the complainant to receive a refund, nor shall the Company be deemed to have admitted liability merely because a refund request has been received or investigated.

Where the Company determines that a refund or other financial adjustment is warranted under the applicable contractual documentation or applicable law, such refund or adjustment shall ordinarily be processed through the original payment method unless otherwise agreed by the Company or required by law. The Company reserves the right to verify the legitimacy of refund requests and to decline requests that are fraudulent, abusive, inconsistent with the applicable contractual terms or otherwise unsupported by the available evidence.

24. Privacy and Personal Data Grievances

Grievances concerning the collection, processing, storage, disclosure, correction, deletion, portability or protection of Personal Data shall be investigated in accordance with the Company's Privacy Policy and applicable data protection laws. Such grievances may include concerns relating to unauthorised access, alleged misuse of Personal Data, requests for correction or deletion of Personal Data, data security incidents, consent management or any other matter relating to the processing of Personal Data by or on behalf of the Fitreat Group.

The Company shall endeavour to investigate privacy-related grievances with particular regard to confidentiality and information security. Access to information relating to such grievances shall ordinarily be restricted to personnel who reasonably require such access for the purposes of investigation, regulatory compliance or implementation of corrective measures.

25. Technical and Platform-Related Grievances

The Company acknowledges that the uninterrupted operation of digital platforms depends upon numerous technological systems, communication networks and third-party infrastructure that may occasionally experience interruptions or malfunctions. Grievances relating to website accessibility, mobile applications, login difficulties, account access, software defects, synchronisation errors, wearable device integrations, system outages, artificial intelligence functionality or other technical matters shall be investigated by the Company's technical personnel or authorised service providers using appropriate technical records, audit logs, diagnostic information and other relevant evidence.

Where a technical issue arises from factors beyond the Company's reasonable control, including internet connectivity, third-party infrastructure failures, operating system limitations, device incompatibility or force majeure events, the Company shall nevertheless endeavour to provide reasonable assistance to affected Users wherever practicable.

26. User Conduct and Community Grievances

The Company is committed to maintaining a respectful, inclusive and safe environment for all Users interacting through the Fitreat Platform. Grievances concerning harassment, abusive conduct, discriminatory behaviour, bullying, inappropriate communications, misuse of community features, publication of prohibited content or violations of the Company's Community Guidelines shall be investigated promptly and fairly.

The Company may review communications, content submissions, community interactions, moderation records and any other information reasonably necessary to investigate such grievances. Where the Company determines that a User has violated the applicable Platform Policies, it may adopt such corrective measures as it considers appropriate, including warnings, content removal, temporary restrictions, suspension or permanent termination of access to the Services, without prejudice to any other rights available to the Company under applicable law or contract.

27. Intellectual Property Grievances

Grievances alleging unauthorised use, infringement or misuse of copyrights, trademarks, patents, designs, trade secrets or other intellectual property rights shall be investigated having regard to the information and evidence submitted by the complainant together with any relevant contractual arrangements, licences or legal authorisations relied upon by the Company or the affected User. The Company may request additional documentation reasonably necessary to verify ownership, authorisation or entitlement before taking any action concerning the disputed material.

Nothing contained in this Policy shall require the Company to adjudicate complex questions of intellectual property ownership, validity or infringement, which may ultimately require determination by a competent court or other appropriate authority.

28. Fraud, Misrepresentation and Abuse

Where the Company reasonably suspects that a grievance has been submitted fraudulently, maliciously or for an improper purpose, or that the grievance involves allegations of fraud, identity theft, payment abuse, unauthorised account access or other unlawful conduct, the Company may adopt enhanced verification procedures and undertake such investigations as it reasonably considers necessary to protect the legitimate interests of the Company, its Users and third parties.

The Company reserves the right to suspend the grievance resolution process while conducting appropriate verification procedures and may refer matters involving suspected criminal conduct to the appropriate law enforcement authorities or competent regulatory agencies where required or permitted by applicable law.

29. Corporate Wellness and Business Client Grievances

Grievances arising from corporate wellness programmes, enterprise subscriptions or other business-to-business arrangements shall be investigated with due regard to the contractual agreements governing the relationship between the Company and the relevant corporate client. Where appropriate, the Company may coordinate with authorised representatives of the corporate client while ensuring that the privacy rights of individual participants are respected in accordance with applicable law and the Company's Privacy Policy.

Nothing contained herein shall authorise the Company to disclose an individual participant's confidential health information to an employer or corporate client except where such disclosure has been lawfully authorised by the participant, is required under the applicable contractual arrangements, or is otherwise permitted or required by applicable law.

30. Appeal Against the Decision

Where a complainant is dissatisfied with the outcome of a grievance or believes that material facts or evidence were not adequately considered during the investigation, the complainant may submit a written request for reconsideration or appeal within such reasonable period as may be specified by the Company or, where no period is specified, within thirty (30) days from the communication of the Company's decision. An appeal should clearly identify the aspects of the decision being challenged and set out the grounds upon which reconsideration is sought, together with any additional information or supporting material that was not previously available or reasonably capable of being submitted during the original investigation.

The submission of an appeal shall not automatically suspend the implementation of any decision already communicated by the Company unless the Company expressly determines otherwise. The Company may decline to entertain appeals that merely repeat arguments previously considered without presenting any material new facts, evidence or legal basis warranting further review.

The appeal shall ordinarily be reviewed by personnel who were not directly responsible for the original decision, wherever reasonably practicable, so as to promote fairness and impartiality in the reconsideration process. Following such review, the Company may affirm, modify or reverse its earlier decision or may direct that further investigation be undertaken where considered appropriate.

31. Escalation and Alternative Resolution

The Company encourages the amicable resolution of grievances through constructive communication and mutual cooperation. Where a grievance cannot be satisfactorily resolved through the ordinary grievance resolution process, the Company may, where appropriate and without any obligation to do so, engage in further discussions with the complainant to explore mutually acceptable solutions consistent with the applicable contractual arrangements and governing law.

Nothing contained in this Policy shall prevent either party from exercising any statutory or contractual rights available under applicable law after the grievance resolution process has been concluded. The grievance mechanism established under this Policy is intended to facilitate the efficient resolution of disputes and shall not be interpreted as restricting access to any court, tribunal, consumer forum, regulatory authority or other competent authority where such recourse is available under applicable law.

32. Confidentiality

The Company shall endeavour to maintain the confidentiality of all grievances, supporting documentation, communications and investigation records to the greatest extent reasonably practicable. Information relating to a grievance shall ordinarily be accessed only by those employees, consultants, legal advisers, auditors, service providers or other authorised persons who reasonably require such access for the purposes of investigating, resolving or administering the grievance or for complying with legal or regulatory obligations.

The Company may disclose information relating to a grievance where such disclosure is reasonably necessary for the investigation of the complaint, the protection of the legitimate interests of the Company or other persons, compliance with contractual obligations, cooperation with law enforcement agencies or regulatory authorities, enforcement of the Company's legal rights, prevention of fraud or unlawful activities, or where disclosure is otherwise required or permitted under applicable law.

Nothing contained herein shall require the Company to disclose confidential commercial information, trade secrets, legally privileged communications, internal deliberations or any information the disclosure of which may prejudice the rights of the Company or third parties.

33. Protection Against Retaliation

The Company is committed to ensuring that Users who submit grievances in good faith are not subjected to unfair treatment solely because they have exercised their right to raise concerns regarding the Company's Services or operations. Every grievance submitted honestly and without malicious intent shall be investigated objectively irrespective of the identity, status or commercial relationship of the complainant.

Nothing in this Policy shall, however, prevent the Company from taking appropriate action against any person who knowingly submits false, fraudulent, misleading, abusive or malicious complaints, attempts to misuse the grievance resolution process, or engages in conduct that disrupts the fair administration of this Policy.

34. False, Frivolous and Malicious Grievances

The grievance resolution mechanism established under this Policy is intended to facilitate the genuine resolution of legitimate concerns. Accordingly, the Company reserves the right to decline to investigate or to discontinue the investigation of grievances that are manifestly frivolous, vexatious, repetitive, abusive or submitted for an improper purpose. The determination of whether a grievance falls within any of the foregoing categories shall be made reasonably and having regard to the facts and circumstances of each case.

Where the Company reasonably believes that a grievance has been submitted fraudulently, contains knowingly false statements, fabricated evidence or has been made with the intention of harassing the Company, its personnel or other Users, the Company reserves the right to take such action as may be available under the applicable contractual documentation or law, including suspension or termination of Services, rejection of future grievance submissions or the initiation of appropriate legal proceedings where warranted.

35. Record Retention

The Company may maintain records relating to grievances, including complaints, correspondence, investigation materials, supporting documentation, internal notes and final decisions, for such period as the Company reasonably considers necessary for the administration of this Policy, quality assurance, regulatory compliance, dispute resolution, audit purposes, enforcement of legal rights or compliance with applicable law. The manner and duration of retention of grievance records shall be determined by the Company having regard to the nature of the grievance, applicable legal requirements, contractual obligations, legitimate business interests and the Company's internal record management practices. Upon expiry of the applicable retention period, such records may be securely archived, anonymised or permanently destroyed in accordance with the Company's internal policies and applicable law.

36. Amendments to this Policy

The Company reserves the right to amend, revise, update, supplement or replace this Policy at any time to reflect changes in applicable law, judicial decisions, regulatory requirements, technological developments, operational practices, business requirements or the Company's internal governance framework. Any such amendment shall become effective upon publication on the Fitreat Platform or upon such later date as may be specified by the Company.

The continued access to or use of the Company's Services following the publication of an updated version of this Policy shall constitute acceptance of the revised Policy to the extent permitted by applicable law. Where applicable law requires separate notice or consent in relation to particular amendments, the Company shall comply with such requirements.

37. Severability

If any provision of this Policy is held by any court, tribunal or competent authority to be invalid, illegal, unenforceable or contrary to applicable law, such provision shall, to the extent of such invalidity or unenforceability, be deemed severed from this Policy without affecting the validity, legality or enforceability of the remaining provisions. The remaining provisions shall continue in full force and effect and shall be interpreted so as to give effect, as nearly as possible, to the original intent underlying this Policy.

38. Waiver

No failure or delay by the Company in exercising any right, remedy, discretion or privilege under this Policy shall constitute a waiver thereof, nor shall any single or partial exercise of any such right preclude any further or subsequent exercise of that or any other right. Any waiver by the Company shall be effective only if made expressly in writing by an authorised representative of the Company and shall apply solely to the specific matter for which it is granted.

39. Governing Law and Jurisdiction

This Policy shall be governed by and construed in accordance with the laws applicable to the contracting entity forming part of the Fitreat Group that provides the relevant Services, without regard to any conflict of laws principles. Where the contracting entity is Fitreat Couple Private Limited, this Policy shall be governed by the laws of India.

Any dispute, controversy or claim arising out of or relating to this Policy, including its interpretation, validity, implementation or enforcement, which cannot be resolved through the grievance resolution mechanism established herein, shall be governed by the dispute resolution provisions contained in the applicable Terms and Conditions governing the relevant Services. Nothing contained in this Policy shall prejudice any non-waivable statutory rights available to Users under applicable law.

40. Contact Information

Users seeking to submit grievances, obtain information regarding the grievance resolution process or communicate with the designated Grievance Officer may do so through the contact details published on the Fitreat Platform from time to time. The Company may revise or update such contact information without requiring formal amendment of this Policy, and Users are encouraged to refer to the official Fitreat Platform for the most current contact particulars.

41. Final Provisions

This Policy constitutes the Company's grievance resolution framework and shall be interpreted harmoniously with the Terms and Conditions, Privacy Policy and every other Platform Policy governing the Company's Services. In the event of any inconsistency between this Policy and any mandatory provision of applicable law, the applicable law shall prevail to the extent of such inconsistency.

Headings contained in this Policy are inserted for convenience of reference only and shall not affect the interpretation of any provision. References to the singular shall include the plural and vice versa where the context so requires, and references to one gender shall include every other gender. Unless the context otherwise requires, references to statutes or regulations shall include all amendments, re-enactments and successor legislation.

This Policy shall become effective on the date specified by the Company and shall remain in force until amended, replaced or withdrawn by the Fitreat Group in accordance with its internal governance procedures.