Raising Concerns and Contacting Prajeeva Healthcare Private Limited

This Grievance, Compliance & Contact Policy explains how Prajeeva Healthcare Private Limited, operating under the brand name Prajeeva Healthcare Private Limited, receives, reviews, manages and responds to grievances, complaints, compliance concerns, privacy matters and service-related enquiries.

Prajeeva Healthcare Private Limited provides preventive healthcare, wellness, diagnostic, health-tech and related services. Concerns may therefore arise from different areas, including appointments, clinical services, payments, diagnostic providers, personal data, platform access, staff conduct or contractual matters.

This Policy establishes a structured point of contact while preserving any statutory right available to an individual under applicable Indian law.

Users may contact Prajeeva Healthcare Private Limited regarding matters including:

• Healthcare service concerns.
• Appointment or scheduling issues.
• Diagnostic or laboratory service concerns.
• Therapy or programme concerns.
• Billing and payment disputes.
• Refund or cancellation queries.
• Subscription or package concerns.
• Personal data and privacy complaints.
• Health data concerns.
• Account access or security issues.
• Website or platform concerns.
• Staff or service conduct complaints.
• Misrepresentation or unauthorised use of the Prajeeva Healthcare Private Limited brand.
• Intellectual property concerns.
• Corporate wellness programme issues.
• Third-party healthcare provider concerns.
• Regulatory or compliance concerns.
• General service enquiries.

The review process may differ according to the nature and seriousness of the matter.

Prajeeva Healthcare Private Limited encourages users to raise legitimate concerns directly so that the matter can be reviewed using relevant records and information.

A grievance should contain sufficient detail to identify the matter concerned. Depending on the issue, this may include:

• Full name.
• Registered email address.
• Registered mobile number.
• Appointment or booking reference.
• Invoice or transaction reference.
• Date of the incident.
• Service or programme concerned.
• Name of the relevant provider where known.
• Description of the concern.
• Supporting documents where relevant.
• Preferred contact method.

Users should submit only information reasonably necessary to explain the grievance.

A grievance concerning a healthcare service may relate to consultation administration, programme delivery, communication, service coordination, therapies, diagnostic arrangements or another aspect of a Prajeeva Healthcare Private Limited service.

Prajeeva Healthcare Private Limited may review:

• Appointment records.
• Relevant communications.
• Service documentation.
• Applicable consent records.
• Programme information.
• Billing records.
• Relevant healthcare documentation where necessary.
• Information from personnel involved in the service.

Clinical disagreements and administrative service complaints may require different forms of review.

A concern involving clinical judgement may require review by an appropriately qualified healthcare professional.

A grievance process cannot require a healthcare professional to provide a diagnosis, prescription or treatment that they consider clinically inappropriate.

Where a user disagrees with a clinical recommendation, Prajeeva Healthcare Private Limited may clarify the recommendation or facilitate appropriate review where available.

Users remain free to obtain an independent medical opinion.

Prajeeva Healthcare Private Limited's grievance channels are not intended for medical emergencies.

A person experiencing a serious or rapidly deteriorating medical condition should seek immediate emergency medical assistance rather than wait for a response to an email, website form or complaint.

Routine grievance channels must not be used as a substitute for emergency healthcare.

Users may raise concerns regarding:

• Incorrect appointment information.
• Scheduling errors.
• Rescheduling.
• Delayed appointments.
• Practitioner availability.
• Appointment cancellation.
• No-show classification.
• Late-arrival treatment.
• Appointment communications.

Booking and cancellation decisions will be assessed together with the Refund & Cancellation Policy and the circumstances recorded for the relevant appointment.

A grievance does not automatically suspend the applicable booking or payment terms.

Complaints concerning diagnostic services may involve:

• Sample collection.
• Sample identification.
• Test processing.
• Delayed reports.
• Report discrepancies.
• Recollection.
• Third-party laboratories.
• Diagnostic billing.
• Technical concerns.

Where an independent laboratory or diagnostic provider controls the matter concerned, Prajeeva Healthcare Private Limited may coordinate with that provider or direct the user to its complaint process.

The Diagnostic & Third-Party Healthcare Services Policy applies to such services.

Certain Prajeeva Healthcare Private Limited services may involve independent healthcare professionals, laboratories, diagnostic providers or other service partners.

Where a grievance concerns conduct or services within an independent provider's control, Prajeeva Healthcare Private Limited may:

• Review information available to Prajeeva Healthcare Private Limited.
• Contact the relevant provider.
• Request clarification.
• Assist with service coordination.
• Direct the complainant to the provider's formal grievance process where appropriate.

Prajeeva Healthcare Private Limited cannot alter an independent professional's medical findings merely because a user disputes the outcome.

Nothing prevents a user from approaching a competent professional or regulatory authority where legally available.

Billing concerns may include:

• Incorrect amount charged.
• Duplicate payment.
• Failed transaction.
• Unrecognised transaction.
• Invoice discrepancy.
• Subscription charge.
• Outstanding balance.
• Payment allocation.
• Refund status.

Prajeeva Healthcare Private Limited may review invoices, payment gateway records, booking records and available transaction information.

Users should not send passwords, UPI PINs, card PINs, OTPs or complete banking credentials when submitting a payment complaint.

Refund and cancellation disputes are assessed according to Prajeeva Healthcare Private Limited's Refund & Cancellation Policy, applicable service terms and mandatory Indian consumer law.

The fact that a user submits a grievance does not itself establish entitlement to a refund.

Prajeeva Healthcare Private Limited may consider:

• Whether the appointment was attended.
• Whether the user arrived late.
• Whether a service commenced.
• Costs already incurred.
• Diagnostic processing.
• Consumables allocated.
• Programme usage.
• Third-party charges.
• Any Prajeeva Healthcare Private Limited-side service failure.
• Mandatory statutory rights.

Users may raise concerns regarding the processing of their personal data, including:

• Unauthorised access.
• Incorrect personal information.
• Unexpected disclosure.
• Consent concerns.
• Data security.
• Account access.
• Data retention.
• Erasure requests.
• Health data handling.
• Marketing preferences.
• Cookie-related processing.

Such matters will be handled together with the Privacy Policy, Personal & Health Data Protection Policy, and Data Protection & User Rights page.

India's Digital Personal Data Protection Act, 2023 provides for a Data Principal to have access to readily available means of grievance redressal through the relevant Data Fiduciary or Consent Manager, subject to the applicable statutory provisions being in force.

Prajeeva Healthcare Private Limited will maintain an appropriate mechanism for receiving privacy and personal data grievances as required by the legal framework applicable at the relevant time.

Where an individual exercises a statutory privacy right, Prajeeva Healthcare Private Limited may require reasonable verification before acting upon the request.

A privacy concern involving health-related information may require enhanced review because of the nature of the information concerned.

Such complaints may involve:

• Diagnostic reports.
• Health assessments.
• Medical history.
• Wellness information.
• Programme records.
• Health-related communications.
• Information shared with a healthcare provider.
• Corporate wellness information.

Access to the complaint and supporting health information should be restricted to personnel who reasonably require it for review.

Users should report suspected unauthorised account access promptly.

Examples include:

• Unknown login activity.
• Unexpected password reset.
• Unauthorised change of contact information.
• Unknown booking or transaction.
• Unauthorised report access.
• Suspicious communication claiming to represent Prajeeva Healthcare Private Limited.

Prajeeva Healthcare Private Limited may restrict account access temporarily while investigating a suspected security issue.

The Platform Access & User Account Policy applies to account security matters.

Where a report suggests a possible personal data breach, Prajeeva Healthcare Private Limited may undertake an appropriate security assessment.

The review may include:

• Nature of the information involved.
• Systems affected.
• Individuals potentially affected.
• Cause of the incident.
• Existing containment measures.
• Further security action required.
• Applicable notification obligations.

The Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 form part of India's data protection framework, with relevant obligations applying according to their commencement and legal applicability.

Users may raise concerns concerning:

• Optional cookies.
• Consent preferences.
• Withdrawal of consent.
• Cookie categories.
• Cookie settings.
• Advertising technologies.
• Analytics technologies.
• Unexpected cookie behaviour.

Prajeeva Healthcare Private Limited will review such matters according to the Cookie Policy and Cookie Settings & Consent Preferences.

Necessary cookies may continue to operate where required for essential website functionality or security.

Users may report concerns regarding optional marketing communications or communication preferences.

Prajeeva Healthcare Private Limited may review:

• Consent records where applicable.
• Unsubscribe requests.
• Communication preferences.
• Source of the contact information.
• Whether the communication was promotional, transactional or service-related.

Opting out of optional marketing does not prevent Prajeeva Healthcare Private Limited from sending necessary appointment, account, billing, security or service communications.

Users may report concerns regarding inappropriate conduct by Prajeeva Healthcare Private Limited personnel.

Complaints should provide factual information sufficient to identify the interaction, including the date, service and individual concerned where known.

Prajeeva Healthcare Private Limited may review relevant records and obtain information from the personnel involved.

Complaints should be made in good faith and should distinguish factual events from assumptions or speculation where possible.

Prajeeva Healthcare Private Limited will accept legitimate criticism and complaints.

However, grievance channels must not be used to:

• Threaten personnel.
• Harass healthcare professionals.
• Use discriminatory abuse.
• Extort refunds or benefits.
• Make knowingly false accusations.
• Publish confidential third-party information.
• Repeatedly misuse communication channels.

Prajeeva Healthcare Private Limited may restrict abusive communications while preserving a reasonable channel for legitimate complaints where required.

Serious threats or unlawful conduct may be referred to appropriate authorities.

Prajeeva Healthcare Private Limited may consider an anonymous complaint where sufficient information is available to identify a significant compliance, safety or security concern.

However, anonymity may limit Prajeeva Healthcare Private Limited's ability to:

• Verify the circumstances.
• Locate records.
• Seek clarification.
• Provide an individual response.
• Resolve a personal account or billing matter.

Complaints involving individual rights will generally require appropriate identity verification.

A complaint may be submitted on behalf of another individual where appropriate authority exists.

Prajeeva Healthcare Private Limited may require evidence of authority before discussing:

• Medical information.
• Diagnostic results.
• Personal data.
• Account records.
• Payment information.
• Confidential service details.

Payment for another person's service does not automatically authorise access to that person's health information.

Where a grievance concerns a child or dependant, Prajeeva Healthcare Private Limited may require verification of the parent, lawful guardian or authorised representative.

Information concerning the child will be handled with appropriate privacy safeguards.

Any processing of children's digital personal data will be handled according to applicable Indian data protection requirements.

Participants in corporate or employer-sponsored programmes may submit complaints directly to Prajeeva Healthcare Private Limited where the matter concerns an individual Prajeeva Healthcare Private Limited service.

The employer's involvement in programme administration does not automatically entitle it to receive confidential individual health information concerning the complaint.

Where the matter relates to a contractual obligation owed to the corporate client, Prajeeva Healthcare Private Limited may coordinate separately with the authorised corporate representative.

Users may report:

• Unauthorised use of the Prajeeva Healthcare Private Limited trademark.
• Fake Prajeeva Healthcare Private Limited websites.
• Brand impersonation.
• Copyright infringement.
• Counterfeit materials.
• False partnership claims.
• Fake social media accounts.
• Unauthorised use of Prajeeva Healthcare Private Limited reports or certificates.

Such matters will be assessed according to Prajeeva Healthcare Private Limited's Intellectual Property & Copyright Policy and applicable Indian law.

Users should report suspected fraud involving the Prajeeva Healthcare Private Limited name, including:

• Fake payment requests.
• Fake appointment confirmations.
• Fraudulent employment communications.
• Fake healthcare practitioners.
• False partner claims.
• Unauthorised payment accounts.
• Fake websites or applications.

Prajeeva Healthcare Private Limited may request screenshots, URLs, payment references or other supporting evidence.

Where appropriate, serious fraudulent activity may be referred to payment providers, digital platforms or competent authorities.

Employees, users, vendors, healthcare partners and other relevant parties may report concerns relating to suspected non-compliance connected with Prajeeva Healthcare Private Limited operations.

Concerns may involve:

• Privacy.
• Data security.
• Healthcare service administration.
• Consumer protection.
• Billing practices.
• Intellectual property.
• Misrepresentation.
• Unauthorised access.
• Contractual compliance.
• Regulatory obligations.

Prajeeva Healthcare Private Limited will determine the appropriate review process according to the nature of the matter.

Prajeeva Healthcare Private Limited encourages concerns to be raised honestly and with sufficient supporting detail.

A complainant should not knowingly:

• Submit fabricated documents.
• Falsify screenshots.
• Misrepresent communications.
• Submit another person's information without authority.
• Make a complaint solely to obtain an improper financial advantage.

A complaint made in good faith will not be dismissed merely because the allegation is ultimately not substantiated.

A grievance may be assigned to an appropriate function depending on its nature.

This may include:

• Client or patient support.
• Healthcare operations.
• Finance.
• Privacy or data protection.
• Technology or security.
• Compliance.
• Management.
• Legal review.
• Relevant healthcare professionals.

Access to complaint information will be limited according to legitimate review requirements.

Prajeeva Healthcare Private Limited may acknowledge receipt of a grievance through the contact details provided by the complainant.

An acknowledgement confirms receipt only. It does not mean:

• The complaint has been accepted as fact.
• Liability has been admitted.
• A refund has been approved.
• A clinical conclusion has been changed.
• The requested remedy will necessarily be granted.

The complaint will be assessed according to available evidence and applicable requirements.

Prajeeva Healthcare Private Limited may request additional information where reasonably necessary.

This may include:

• Booking confirmation.
• Payment details.
• Report reference.
• Relevant communications.
• Screenshots.
• Consent records.
• Identification information.
• Authorisation documents.
• Description of the requested resolution.

Users should not provide unrelated medical records or excessive personal data where these are not necessary for review.

Prajeeva Healthcare Private Limited will seek to review grievances within a reasonable period appropriate to their nature and complexity.

Some matters may require additional time where they involve:

• Third-party laboratories.
• Payment providers.
• Security investigation.
• Clinical review.
• Historical records.
• Multiple service providers.
• Identity verification.
• Regulatory requirements.

Where a specific statutory response period applies, Prajeeva Healthcare Private Limited will follow the legally applicable requirement.

Prajeeva Healthcare Private Limited may take interim measures where reasonably necessary before completing a grievance investigation.

These may include:

• Restricting account access.
• Preserving records.
• Pausing a disputed non-urgent transaction.
• Contacting a laboratory.
• Correcting an obvious administrative error.
• Escalating a safety concern.
• Securing a compromised account.

Interim action does not constitute an admission of liability.

Depending on the circumstances, a grievance may result in:

• Explanation or clarification.
• Correction of an administrative record.
• Account restoration.
• Rescheduling.
• Billing correction.
• Duplicate-payment adjustment.
• Service credit where appropriate.
• Eligible refund where legally or contractually required.
• Referral for clinical review.
• Privacy or security action.
• Referral to a third-party provider.
• No further action where the grievance is unsupported.

Any financial remedy remains subject to the Refund & Cancellation Policy, applicable contracts and mandatory statutory rights.

A healthcare grievance does not create an automatic refund merely because the user did not obtain the clinical outcome they expected.

Biological response, diagnostic findings and treatment outcomes vary between individuals.

A refund request based on alleged service deficiency will be assessed separately from dissatisfaction arising solely from an expected health outcome not being achieved.

Nothing in this provision excludes remedies available for established negligence, deficiency in service or another legally recognised failure.

Prajeeva Healthcare Private Limited may correct inaccurate administrative or factual information where appropriate.

However, a user cannot require Prajeeva Healthcare Private Limited or a healthcare professional to alter a legitimate clinical opinion merely because the user disagrees with it.

Where a professional record contains a factual error, an appropriate correction or supplementary notation may be considered according to the circumstances.

Original records may need to be retained where required for legal, professional or audit purposes.

The Consumer Protection Act, 2019 establishes India's statutory framework for protection of consumer interests and consumer dispute redressal. It provides for Consumer Disputes Redressal Commissions and remedies within the scope of the Act.

Nothing in Prajeeva Healthcare Private Limited's internal grievance process requires a consumer to surrender a statutory remedy that cannot lawfully be excluded.

Prajeeva Healthcare Private Limited's grievance mechanism is intended to provide an opportunity for direct resolution before or alongside any external remedy legally available.

Consumers may also have access to the National Consumer Helpline, operated by the Department of Consumer Affairs, Government of India, as a pre-litigation consumer grievance mechanism. The official service provides channels for registration and tracking of consumer grievances.

Use of Prajeeva Healthcare Private Limited's internal grievance procedure does not prevent a consumer from using the National Consumer Helpline or another competent statutory process.

Where applicable, a consumer may have rights to approach the competent Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

The Act provides statutory procedures and remedies concerning eligible consumer complaints, including remedies relating to deficiencies in services where established.

Jurisdiction and procedural requirements are determined by applicable law and should not be overridden by this Policy.

Where applicable Indian data protection law provides a right to escalate a grievance to the Data Protection Board of India, nothing in Prajeeva Healthcare Private Limited's internal grievance process restricts that statutory right.

The Digital Personal Data Protection Rules, 2025 and related implementation notifications form part of the current implementation framework for the Digital Personal Data Protection Act.

The availability and procedure for an external data protection remedy will depend on the provisions legally in force and applicable at the relevant time.

Prajeeva Healthcare Private Limited will not deny a user access to ordinary grievance channels merely because the user has made a legitimate complaint.

However, Prajeeva Healthcare Private Limited may take lawful action where a complaint process is misused for fraud, harassment, threats, unauthorised access or another unlawful purpose.

Clinical decisions will continue to be based on professional judgement and patient safety rather than pressure arising from a complaint.

Prajeeva Healthcare Private Limited will seek to handle grievance information with appropriate confidentiality.

Information may be shared internally or with relevant service providers only where reasonably required to:

• Investigate the complaint.
• Obtain professional input.
• Verify transactions.
• Review security concerns.
• Comply with law.
• Respond to the complainant.
• Establish or defend legal rights.

Confidentiality cannot be guaranteed where disclosure is required by a competent authority or applicable law.

A complainant is not automatically entitled to receive another person's confidential information during a grievance process.

Prajeeva Healthcare Private Limited may withhold or redact information where disclosure would improperly reveal:

• Another patient's health information.
• Employee personal information.
• Confidential third-party data.
• Security information.
• Legally privileged material.
• Other protected information.

The complainant's right to information will be balanced with applicable privacy and confidentiality obligations.

Prajeeva Healthcare Private Limited may maintain grievance records where reasonably necessary for:

• Complaint resolution.
• Compliance.
• Service improvement.
• Security.
• Fraud prevention.
• Legal requirements.
• Dispute management.
• Audit purposes.

Retention will be handled according to Prajeeva Healthcare Private Limited's privacy and data protection policies and applicable law.

Prajeeva Healthcare Private Limited may cooperate with lawful requests from courts, regulators, law enforcement authorities or other competent bodies where legally required.

Any disclosure of personal or health information will be limited according to the applicable legal basis and scope of the request.

Prajeeva Healthcare Private Limited may seek legal advice before responding to a request where appropriate.

Prajeeva Healthcare Private Limited's grievance and compliance framework operates subject to applicable laws of India.

Depending on the subject matter, relevant legislation may include:

• Consumer Protection Act, 2019.
• Digital Personal Data Protection Act, 2023.
• Digital Personal Data Protection Rules, 2025, to the extent relevant provisions are in force and applicable.
• Information Technology Act, 2000.
• Applicable healthcare, contractual and other regulatory requirements.

The Consumer Protection Act establishes a statutory framework for timely and effective administration and settlement of eligible consumer disputes.

Mandatory statutory requirements prevail over inconsistent provisions of this Policy.

Receiving, reviewing or responding to a grievance does not constitute an admission of negligence, liability, wrongdoing or statutory breach.

Prajeeva Healthcare Private Limited may seek to resolve legitimate user concerns without admitting liability.

Any legal responsibility will depend on the facts, applicable contracts and relevant law.

Prajeeva Healthcare Private Limited reserves the right to challenge knowingly false, fraudulent or materially misleading complaints.

This does not mean that a complaint will be rejected simply because evidence is incomplete or the parties disagree.

Prajeeva Healthcare Private Limited will distinguish between an unsubstantiated good-faith concern and deliberate misuse of the grievance process.

Where Prajeeva Healthcare Private Limited has fully reviewed and responded to a grievance, repeated submission of substantially identical complaints without new information may be treated as closed.

Prajeeva Healthcare Private Limited may reopen the matter where:

• New material evidence is provided.
• A material factual error is identified.
• New legal or regulatory information becomes relevant.
• Further review is otherwise appropriate.

This does not restrict access to statutory grievance or dispute forums.

Social media is not Prajeeva Healthcare Private Limited's preferred channel for confidential healthcare, privacy or payment grievances.

Users should not publicly post:

• Diagnostic reports.
• Medical records.
• Government identification numbers.
• Payment credentials.
• Health information.
• Account passwords.
• OTPs.

Prajeeva Healthcare Private Limited may ask a user to move a complaint to an appropriate private channel.

Telephone support may be used for general enquiries and service coordination.

Complex grievances may require written submission so that relevant information can be documented and reviewed accurately.

Prajeeva Healthcare Private Limited personnel may request that supporting information be sent through an authorised email or another secure method.

Users should not disclose passwords, OTPs, UPI PINs or card PINs by telephone.

The official Prajeeva Healthcare Private Limited website is:

https://prajeeva.com

Users should exercise caution where a third-party website, social media account or communication claims to represent Prajeeva Healthcare Private Limited.

Suspicious digital communications, payment requests or impersonation attempts should be reported through Prajeeva Healthcare Private Limited's official contact channels.

General service enquiries may include:

• Service information.
• Appointment availability.
• Programme information.
• Diagnostic coordination.
• Account assistance.
• Billing information.
• Corporate wellness enquiries.
• Policy questions.

General enquiries should not include unnecessary medical records unless Prajeeva Healthcare Private Limited specifically requests them through an appropriate channel.

For privacy, data protection, cookie, consent or compliance concerns, users may contact:

enquiries@prajeeva.com

The subject line should clearly identify the nature of the request where possible, for example:

Privacy Request
Data Protection Grievance
Compliance Concern
Account Security Concern

This helps route the matter to the appropriate review process.

For appointment, programme, diagnostic, payment, cancellation or billing concerns:

enquiries@prajeeva.com

Users should include the relevant booking, invoice or transaction reference where available.

Sensitive banking credentials should never be included.

Prajeeva Healthcare Private Limited

Brand: Prajeeva Healthcare Private Limited
Website: https://prajeeva.com
Email: enquiries@prajeeva.com
Phone: +91-95913-21052
Office: Prajeeva Healthcare Private Limited, Units B-403 & B-404, 4th Floor, Garden of Eden by UKN, Pattandur Agrahara, Whitefield, Bengaluru – 560066, India.

Prajeeva Healthcare Private Limited is incorporated in India under the Companies Act, 2013.

Corporate Identity Number: U21002KA2026PTC219322

The company was incorporated on 15 April 2026 as a private company limited by shares.

Prajeeva Healthcare Private Limited may update this Grievance, Compliance & Contact Policy to reflect changes in services, contact processes, regulatory requirements, grievance procedures or applicable law.

The current version will be published on the Prajeeva Healthcare Private Limited website.

Changes will not remove any statutory right or remedy that has already accrued or cannot lawfully be excluded.

This Policy should be read together with:

• Terms & Conditions
• Privacy Policy
• Personal & Health Data Protection Policy
• Data Protection & User Rights
• Medical Disclaimer & Health Advice Warning
• Preventive Healthcare & Wellness Services Policy
• Diagnostic & Third-Party Healthcare Services Policy
• Refund & Cancellation Policy
• Payments, Subscriptions & Billing Policy
• Platform Access & User Account Policy
• Intellectual Property & Copyright Policy

Nothing in this Policy limits or excludes any mandatory right available under applicable Indian law.

Prajeeva Healthcare Private Limited's internal grievance mechanism is intended to provide an accessible process for review and resolution. It does not replace a consumer commission, the National Consumer Helpline, the Data Protection Board of India where its jurisdiction is applicable, a court, professional regulator or another competent statutory authority.

Where mandatory law conflicts with this Policy, the applicable statutory requirement will prevail.

If you have questions about this page or how your information is handled, reach out to our team directly.