1.  Purpose and Scope

This Grievance Redressal Policy ("Policy") sets out the formal mechanism through which patients, users, wellness partners, and referring physicians of Leanova Health may raise concerns, complaints, or disputes relating to the Platform (www.leanova.in), Leanova's clinical services, subscription operations, data handling, or the conduct of any Leanova employee, Physician, or affiliated service provider.

This Policy is published in compliance with the Information Technology Act, 2000, the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, and the Telemedicine Practice Guidelines, 2020. It is incorporated by reference into Leanova's Terms and Conditions and Privacy Policy.

This Policy applies to all categories of grievance involving Leanova's platform or services, including but not limited to clinical quality concerns, medication or prescription issues, billing and subscription disputes, data privacy complaints, communication failures, and complaints about the conduct of Leanova personnel.

2.  Guiding Principles

Leanova's grievance redressal process is guided by the following principles, which govern how every complaint is received, assessed, and resolved.

Accessibility. Every User should be able to raise a grievance easily, without procedural barriers, in writing or through digital channels that are clearly communicated.

Confidentiality. All grievances and the information disclosed during the redressal process will be handled with strict confidentiality. Clinical details will not be shared beyond the personnel necessary to investigate and resolve the complaint.

Impartiality. Grievances will be assessed objectively. No adverse action will be taken against a User solely for having raised a complaint in good faith.

Timeliness. Leanova commits to acknowledging all grievances promptly and resolving them within defined timeframes. Where resolution requires additional time, the User will be kept informed of progress.

Accountability. All grievances will be tracked, documented, and reviewed as part of Leanova's quality assurance process. Recurring issues will be escalated for systemic review.

Non-retaliation. No User, patient, or partner who raises a genuine complaint will be subjected to any form of retaliation, discrimination, or adverse treatment by Leanova.

3.  Categories of Grievance

Leanova recognises the following categories of grievance for the purposes of this Policy. This list is illustrative, not exhaustive. Where a concern does not fit neatly into a listed category, it will be assessed on its merits.

3.1  Clinical Quality Concerns

Concerns relating to the quality, safety, or appropriateness of medical care received through the Platform. This includes concerns about a diagnosis, treatment plan, medication prescribed, dosage guidance, follow-up adequacy, or the conduct of a Leanova-affiliated Physician during a teleconsultation. Clinical grievances are treated with the highest priority given their direct patient safety implications.

3.2  Medication and Pharmacy Concerns

Concerns relating to prescriptions issued through the Platform, including incorrect medication, incorrect dosage instructions, delays in prescription issuance, or issues arising from the dispensing of medication by a pharmacy partner. Concerns about adverse medication effects that the Patient believes were inadequately communicated prior to prescribing also fall within this category.

3.3  Subscription and Billing Disputes

Disputes relating to subscription charges, incorrect billing, unauthorised deductions, failed refunds, or disagreements about the scope of services included in a subscription plan. Billing disputes will be assessed against Leanova's Cancellation and Refund Policy, which is incorporated by reference into this Policy.

3.4  Data Privacy and Information Security

Concerns relating to the collection, storage, use, or disclosure of personal information or sensitive personal data by Leanova. This includes complaints about suspected unauthorised access to clinical records, data shared without consent, or failure to honour a data access or deletion request. All data privacy grievances will be assessed in accordance with Leanova's Privacy Policy and applicable provisions of the Digital Personal Data Protection Act, 2023.

3.5  Platform and Service Access Issues

Complaints about technical failures, inaccessibility of the Platform, loss of clinical records, or inability to access services paid for under a subscription. This category also includes complaints about the WhatsApp-based communication channel and any other digital interface operated by Leanova.

3.6  Conduct of Leanova Personnel

Complaints about the professional conduct, communication, behaviour, or attitude of any Leanova employee, affiliated Physician, clinical coordinator, or partner representative. This includes complaints of discourtesy, unprofessional behaviour, inappropriate communication, or failure to respond.

3.7  Content and Misinformation Concerns

Complaints about inaccurate, misleading, or inappropriate content published on the Platform, including educational materials, clinical guidance documents, or marketing communications. Concerns about content that the complainant believes to be factually incorrect or potentially harmful to a patient population will be reviewed by Leanova's clinical team.

3.8  Intellectual Property and Third-Party Claims

Claims by third parties that content published on the Platform infringes their intellectual property rights, including copyright, trademark, or proprietary data. Such claims must be submitted in writing with supporting documentation and will be reviewed by Leanova's management team.

4.  Grievance Redressal Process

Leanova operates a structured three-tier grievance redressal process. Complainants are encouraged to begin at Level 1 and escalate through the tiers if they remain unsatisfied. In cases involving patient safety or data security, Leanova reserves the right to escalate a grievance internally regardless of the complainant's chosen entry point.

4.1  Level 1 — First-Line Resolution

The first point of contact for all grievances is Leanova's Patient Support and Operations team. The majority of service, billing, and access complaints are expected to be resolved at this level without requiring formal escalation. A complainant may contact the support team via email at care@leanova.in or through WhatsApp on the program communication channel. Upon receipt, the team will acknowledge the grievance within 48 hours and provide a resolution or substantive update within 7 working days.

Where the concern can be resolved immediately — for example, a billing error correction or a subscription query — the team will resolve it in the same communication and confirm resolution in writing. Where investigation is required, the complainant will be informed of the expected resolution timeline.

4.2  Level 2 — Grievance Officer Review

If the complainant is not satisfied with the Level 1 response, or if the grievance involves a clinical quality concern, data privacy issue, or conduct complaint that warrants formal investigation, the matter should be escalated to Leanova's designated Grievance Officer. The Grievance Officer is appointed in accordance with the requirements of the Information Technology (Intermediaries Guidelines) Rules, 2021 and the Consumer Protection Act, 2019.

To escalate to Level 2, the complainant must submit a written escalation request to the Grievance Officer at the contact details specified in Clause 7 of this Policy, clearly stating the original grievance reference number, the response received at Level 1, and the specific grounds for dissatisfaction.

The Grievance Officer will acknowledge the escalation within 48 hours and conduct a full, impartial investigation. For clinical grievances, the Grievance Officer will review the relevant clinical records and, where appropriate, consult with the treating Physician or an independent clinical reviewer. A written resolution will be issued within 14 working days of acknowledgement.

4.3  Level 3 — Founder Review

Where a complainant remains unsatisfied following a Level 2 determination, or where the grievance is of exceptional severity — including but not limited to serious adverse clinical events, significant data breaches, or systemic service failures — the matter may be escalated to Leanova's Founding Physician and Chief Executive Officer for final internal review.

Level 3 escalations must be submitted in writing to the email address specified in Clause 7 with the subject line "Level 3 Escalation — [Grievance Reference Number]". The Founder will review the full case file, including all prior correspondence and investigation outcomes, and issue a final written determination within 30 calendar days. The Founder's determination represents Leanova's final internal position on the matter.

5.  How to Submit a Grievance

Grievances may be submitted through any of the channels listed in Clause 7. To enable prompt and accurate investigation, complainants are requested to include the following information in their submission.

• Full name and registered email address or mobile number associated with the Leanova account.

• A clear description of the grievance, including the specific concern, the date(s) on which the issue arose, and the names or roles of any Leanova personnel involved, were known.

• The outcome or remedy being sought — for example, a refund, a clinical review, a correction of records, or an explanation.

• Any supporting documentation relevant to the complaint, such as screenshots of communications, billing statements, prescription copies, or clinical reports.

• The subscription or order reference number, where the grievance relates to a billing or service matter.

Leanova reserves the right to request additional information where the initial submission is insufficient to enable a thorough investigation. Failure to provide requested information within a reasonable timeframe may result in the grievance being closed without further action, with notice to the complainant.

6.  Response Timelines and Commitments

Leanova is committed to the following response and resolution timelines. All timeframes are calculated from the date of receipt of a complete grievance submission.

Acknowledgement of receipt: Within 48 hours of receiving a grievance at any level, Leanova will send a written acknowledgement confirming receipt, assigning a grievance reference number, and indicating the expected resolution timeline.

Level 1 resolution: Within 7 working days of acknowledgement. Where additional investigation is required, the complainant will be notified with a revised timeline not exceeding 14 working days in total.

Level 2 resolution: Within 14 working days of acknowledgement of the Level 2 escalation. Complex clinical or data privacy investigations may require up to 21 working days; the complainant will be notified if an extension is necessary.

Level 3 resolution: Within 30 calendar days of receipt of the Level 3 escalation.

Clinical safety emergencies: Grievances involving an active, ongoing patient safety risk will be treated as Priority 1 and actioned within 24 hours of receipt, regardless of the tier at which they are submitted.

7.  Grievance Contact Details

Grievances should be directed to the appropriate contact as follows.

Level 1 — Patient Support and Operations

Level 2 — Grievance Officer

In accordance with the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021, Leanova's designated Grievance Officer is the Founder and Program Director, Dr. J. Alban Michael.

Level 3 — Founder Review

8.  External Remedies and Regulatory Recourse

Completion of Leanova's internal grievance process does not limit or waive a complainant's right to seek recourse through external bodies or legal proceedings. Where a User has exhausted Leanova's internal process and remains unsatisfied, the following external remedies may be available.

Consumer Forum. Users who are consumers within the meaning of the Consumer Protection Act, 2019 may file a complaint with the appropriate Consumer Disputes Redressal Commission at the District, State, or National level, depending on the value of the claim.

Medical Council. Complaints relating to the professional conduct of a registered medical practitioner may be referred to the National Medical Commission or the relevant State Medical Council.

Data Protection Authority. Complaints relating to the processing of personal data or sensitive personal data may be submitted to the relevant authority under the Digital Personal Data Protection Act, 2023, once the Data Protection Board is operationally constituted.

Telemedicine Oversight. Concerns about the delivery of telemedicine services in violation of the Telemedicine Practice Guidelines, 2020 may be referred to the Board of Governors, Medical Council of India, or its successor body.

Cyber Crime Reporting. Where a User suspects a data breach or cybersecurity incident affecting their personal information, they may report the matter to the Cyber Crime Cell (cybercrime.gov.in) in addition to notifying Leanova.

9.  Record-Keeping and Quality Review

Leanova maintains a confidential register of all grievances received, the category of each complaint, the tier at which it was resolved, the outcome, and the time taken to resolve it. This register is reviewed quarterly by Leanova's clinical and operational leadership to identify recurring patterns, systemic issues, and opportunities for service improvement.

Individual grievance records will be retained for a minimum of three years from the date of final resolution. Where a grievance relates to a clinical event, the record will be retained for a minimum of seven years in accordance with applicable medical record-keeping standards. All records are stored and handled in accordance with Leanova's Privacy Policy.

Leanova will use anonymised and aggregated grievance data to inform clinical protocol review, staff training, platform improvements, and patient communication standards. No individual complainant will be identifiable from any aggregated reporting.

10.  Good Faith Requirement

This Policy is designed to protect the rights of genuine complainants. All grievances should be submitted honestly and in good faith. Leanova reserves the right to reject complaints that are found to be frivolous, vexatious, submitted with the intention of harassment, or that contain materially false information. Submission of knowingly false information in connection with a grievance may constitute a breach of Leanova's Terms and Conditions and may result in account suspension.

Nothing in this Clause shall be construed to discourage legitimate complaints. The good faith requirement applies only to demonstrably dishonest or abusive use of the grievance process. If you are uncertain whether your concern is within scope, submit it — Leanova will assess it on its merits.

11.  Policy Review and Updates

This Policy will be reviewed at least annually and updated as necessary to reflect changes in Applicable Law, regulatory guidance, or Leanova's operational structure. Material amendments will be communicated to registered Users via email or a notification on the Platform. The effective date of the current version is stated on the cover of this document. Continued use of the Platform following the effective date of an amended Policy constitutes acceptance of the revised terms.