Grievance Redressal Policy

Effective Date: April 1, 2026

Last Updated: April 1, 2026

This Grievance Redressal Policy explains how Eazr Digipayments Private Limited, operating under the EAZR brand (“EAZR,” “we,” “our,” or “us”), receives, reviews, and responds to complaints, concerns, and grievances relating to our website, products, services, AI features including Hibiscus, personal data processing, communications, and customer experience.

EAZR is committed to handling grievances fairly, promptly, and transparently.

1. Scope

This Policy applies to grievances relating to:

  • the EAZR website and digital properties;

  • user accounts and onboarding;

  • Hibiscus and AI-enabled interactions;

  • policy upload, policy analysis, policy locker, and protection-related features;

  • premium financing or affordability-related journeys;

  • privacy, personal data, and consent-related concerns;

  • communications sent by EAZR;

  • service quality, access issues, support issues, or platform misuse concerns.

This Policy does not govern complaints arising solely from third-party services, insurers, lenders, NBFCs, payment providers, or regulated partners acting under their own independent terms, although EAZR may assist in routing or coordinating where relevant.

2. Who Can Raise a Grievance

A grievance may be raised by:

  • a current or prospective user of EAZR;

  • a person whose personal data has been submitted to EAZR by an authorized user;

  • a parent, guardian, nominee, or authorized representative where applicable;

  • a lawful representative acting on behalf of a user or data principal.

3. Types of Grievances Covered

You may raise a grievance regarding matters such as:

  • incorrect or outdated account information;

  • issues with policy upload, storage, or display;

  • concerns about policy analysis, summaries, or AI-generated outputs;

  • concerns regarding protection score, comparisons, or insurance insights;

  • consent withdrawal or communication preferences;

  • correction or deletion of personal data;

  • unauthorized access, suspected misuse, or suspicious activity;

  • dissatisfaction with support handling;

  • grievances relating to privacy or personal-data processing;

  • complaints about communications, reminders, or notifications;

  • any act or omission by EAZR affecting your use of the Services.

The DPDP Act expressly provides the right to grievance redressal, and the Rules require publication of contact information and response timelines.

4. How to Raise a Grievance

You may raise a grievance by writing to:

Grievance Contact / Support

Email: support@eazr.in

You should include, where possible:

  • your full name;

  • registered email address or mobile number;

  • a clear description of the grievance;

  • relevant screenshots, dates, or supporting material;

  • the policy number, application reference, or account identifier, if relevant;

  • the resolution you are seeking.

Providing complete and accurate information helps us review and resolve the grievance faster.

5. Grievance Officer / Contact Details

EAZR

Eazr Digipayments Private Limited

PLOT- 841, TOWER 1C, Jupiter Textile Mill Compound, Senapati Bapat Marg, Elphinstone, Delisle Road, Mumbai, Maharashtra 400013, India

Email: support@eazr.in

Website: https://eazr.life

At present, grievances and privacy-related concerns may be submitted through the above contact channel. EAZR may designate a separate Grievance Officer, Data Protection Officer, or grievance email in the future and update this Policy accordingly.

6. Our Grievance Redressal Process

Once a grievance is received, EAZR may:

  1. acknowledge receipt of the grievance;

  2. verify the identity of the complainant where necessary;

  3. review the relevant account, records, logs, communications, or documents;

  4. request additional information if needed;

  5. coordinate internally with product, support, compliance, security, or partner teams;

  6. provide a response, resolution, clarification, or next-step communication.

Where a grievance relates partly or fully to a third-party partner, insurer, lender, NBFC, or external provider, EAZR may need to coordinate with that party before responding fully.

7. Response Timeline

EAZR aims to:

  • acknowledge receipt of a grievance within a reasonable time; and

  • provide a substantive response or update within 15 business days from receipt of a complete grievance.

If the grievance is complex, involves security review, requires third-party coordination, or needs additional verification, resolution may take longer. In such cases, we may provide an interim update.

The DPDP Rules require publication of the response period under the grievance redressal system and appropriate technical and organizational measures to ensure the effectiveness of that system.

8. Privacy and Personal Data Grievances

If your grievance relates to personal data, you may write to EAZR to request:

  • information about personal data processed by us;

  • correction or updating of inaccurate data;

  • deletion or erasure where applicable;

  • withdrawal of consent where consent is the basis of processing;

  • review of communication preferences;

  • clarification on data handling practices.

Under the DPDP Act, data principals have rights including access to information about processing, correction and erasure, and grievance redressal.

9. AI-Related Grievances

If your grievance relates to Hibiscus or another AI-enabled feature, you may raise concerns regarding:

  • incorrect summaries or interpretations;

  • incomplete extraction from uploaded documents;

  • misleading or confusing AI outputs;

  • safety, quality, or reliability concerns;

  • inappropriate content or behavior in AI interactions.

EAZR may review the relevant prompts, outputs, uploaded material, and system behavior to investigate such complaints.

10. Security and Misuse Complaints

If you believe there has been:

  • unauthorized access to your account;

  • suspicious activity;

  • misuse of your data;

  • a possible security incident;

  • forged or unauthorized submission of documents;

please mention this clearly in your grievance email so it can be prioritized appropriately.

India’s CERT-In directions require covered entities to report certain cyber incidents within six hours of noticing them or being informed of them.

11. Situations Where We May Need More Information

We may not be able to fully process a grievance if:

  • the complaint is anonymous or unverifiable;

  • key details are missing;

  • the request is unclear or contradictory;

  • the matter is already under legal or regulatory review;

  • the grievance concerns a third-party service outside our control and we lack sufficient context;

  • the complainant is not authorized to act for the affected user or data principal.

In such cases, we may request clarification or supporting material before proceeding.

12. Resolution Outcomes

Depending on the matter, grievance resolution may include:

  • clarification or explanation;

  • correction of records;

  • update of account information;

  • deletion or restriction of certain data, where applicable;

  • technical fix or product review;

  • communication preference update;

  • escalation to partner or internal specialist team;

  • rejection of the grievance where it is unsupported, unauthorized, unlawful, or outside EAZR’s scope.

13. Abuse of the Grievance Process

EAZR reserves the right to reject, limit, or deprioritize grievances that are:

  • abusive, threatening, or harassing;

  • fraudulent or misleading;

  • repetitive without new basis;

  • submitted in bad faith;

  • intended to disrupt systems or staff.

This does not limit any lawful right you may have under applicable law.

14. Recordkeeping

EAZR may maintain grievance records, correspondence, supporting material, internal notes, and resolution logs for compliance, audit, service improvement, legal defense, fraud prevention, and security purposes, subject to applicable law and our Privacy Policy.

15. Changes to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our products, legal obligations, support structure, or grievance-handling process.

The updated version will be posted on our website with the revised “Last Updated” date.

16. Contact

For grievances, support concerns, or privacy-related complaints, contact:

EAZR

Eazr Digipayments Private Limited

PLOT- 841, TOWER 1C, Jupiter Textile Mill Compound, Senapati Bapat Marg, Elphinstone, Delisle Road, Mumbai, Maharashtra 400013, India

Email: support@eazr.in

Website: https://eazr.life

Short version for footer or contact page

If you have a complaint, concern, or privacy-related grievance regarding EAZR or Hibiscus, write to support@eazr.in. EAZR aims to review grievances promptly and respond within 15 business days of receiving a complete complaint.

My recommendation

On the live site, create a separate page with:

  • this policy

  • a simple grievance form

  • fields for name, email, mobile, grievance category, issue details, attachment upload

That will make your compliance posture look materially stronger.

If you want, I’ll now give you a Contact Us page legal/compliance block and a footer legal links structure for the website.