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Grievance Redressal & User Complaints Policy for Zivazi — India

Effective Date 03-Sep-2026
1. Purpose of This Policy
Zivazi is committed to providing users with a way to raise concerns, report inappropriate behaviour and seek assistance when using the Zivazi application ("App").
This Grievance Redressal & User Complaints Policy ("Policy") explains how users in India can raise complaints or concerns relating to the Zivazi Service and how we generally handle those complaints.
Zivazi is operated by Suntech Software Solutions Ltd ("Zivazi", "we", "us", or "our").
Zivazi is provided in India by Suntech Software Solutions Ltd, a company incorporated in the United Kingdom. Zivazi does not currently have a separate establishment or group company in India.
This Policy should be read together with the Zivazi:
2. What You Can Report
You may contact Zivazi regarding concerns including:
3. How to Report Another User
Zivazi provides reporting functionality within the App.
Where available, you should use the in-app reporting function to report another user.
When submitting a report, please provide enough information for us to understand and investigate the concern.
This may include:
Providing accurate and relevant information helps us review reports more effectively.
4. Contacting Zivazi Directly
If you are unable to use the in-app reporting functionality, you may contact us at:
Please use a clear subject such as "Zivazi Complaint — India" or "Zivazi Safety Report — India".
For account or privacy-related complaints, please provide the email address associated with your Zivazi account where appropriate.
5. Grievance Officer
Zivazi will designate an appropriate person to handle grievances and complaints as required by applicable Indian law.
The details of the applicable grievance contact may be updated from time to time.
6. Complaint Review Process
When Zivazi receives a complaint or report, we may:
The precise process may vary depending on the nature and seriousness of the complaint.
Our response timelines
We aim to:
For complaints relating to purchases or premium access that fall under the Consumer Protection (E-Commerce) Rules, 2020, we aim to acknowledge within 48 hours and to redress the complaint within one month.
Where a matter is complex or requires information from you or a third party, resolution may take longer; we will keep you informed.
7. User Reports and Safety Complaints
Reports concerning immediate safety, threats, suspected exploitation, suspected underage users, serious harassment or potentially unlawful activity may receive priority.
Depending on the circumstances, Zivazi may:
We may take action before completing a full investigation where necessary to protect users or the Service.
8. Privacy of Complaints
Information provided in a complaint may contain personal information.
Zivazi will handle complaint-related information in accordance with its Privacy Policy and applicable law.
Complaint information may be accessed by authorised personnel where reasonably necessary to:
We will not normally disclose the identity of a complainant to the reported user unless disclosure is necessary or permitted for a legitimate purpose or required by law.
However, we cannot guarantee complete anonymity in every circumstance.
9. Evidence and Supporting Information
Where appropriate, users may provide information that assists our investigation.
This may include:
Do not submit another person's sensitive personal information unless it is reasonably necessary for your complaint.
10. False or Malicious Complaints
Users should make reports honestly and in good faith.
You must not knowingly submit false information for the purpose of:
A report that cannot be substantiated will not automatically be treated as a malicious report.
11. Account and Content Decisions
Zivazi may make decisions regarding accounts or content based on the information available to us.
Depending on the circumstances, action may include:
We may not be able to disclose all details of an enforcement decision where doing so could:
12. Appeals and Reconsideration
Where appropriate, a user affected by an account or content decision may contact Zivazi and request that the decision be reviewed.
Requests should include:
Zivazi may review the matter and determine whether the original decision should remain in place, be modified or be reversed.
The availability of reconsideration does not prevent Zivazi from taking immediate action where necessary for safety, security or legal reasons.
13. Privacy and Data Protection Complaints
If your concern relates specifically to how Zivazi collects, uses, stores or otherwise processes your personal information, you may contact:
You may request:
Privacy-related requests will be handled in accordance with the Zivazi Privacy Policy and applicable law.
14. Purchase and Payment Complaints
For concerns relating to premium purchases, users should first check the purchase information provided by the applicable app-store provider.
Zivazi premium purchases may be processed through:
For technical problems involving premium access, users may also contact:
Purchase-related matters are subject to the Zivazi Refund & Cancellation Policy and applicable app-store rules.
15. Emergency and Immediate Safety Concerns
Zivazi is not an emergency-response service.
If you or another person is in immediate danger, contact the appropriate emergency services or law-enforcement authorities.
Do not wait for a response to an in-app report where immediate assistance is required.
16. Cooperation With Law Enforcement and Mandatory Reporting
Zivazi may cooperate with lawful requests from courts, law-enforcement agencies, regulators and other competent authorities.
Where legally permitted and reasonably necessary, we may preserve or disclose information in response to a valid legal request or to protect users, the public or Zivazi.
Child sexual abuse material
Where we become aware of material or conduct on the Service that appears to be child sexual abuse material or the sexual exploitation of a child, we will report it to the police, the local Special Juvenile Police Unit and the National Cyber Crime Reporting Portal (cybercrime.gov.in), and preserve the relevant information, as required by the Protection of Children from Sexual Offences Act, 2012 and the Information Technology Act, 2000 and the rules made under it. Reporting such material is a legal obligation; failure to report is a criminal offence.
17. Complaint Records and Retention
Zivazi may retain information relating to complaints, reports and enforcement actions for as long as reasonably necessary for the purposes for which it was collected.
Retention may be necessary for purposes including:
Information will be handled in accordance with our Privacy Policy and applicable law.
18. No Guarantee of Outcome
Submitting a complaint does not guarantee that Zivazi will take a particular action.
We assess complaints based on the information available to us and the circumstances of the matter.
Where evidence is insufficient, we may be unable to take enforcement action.
We may also take action where we identify a violation even if the complainant does not request a particular outcome.
19. Changes to This Policy
We may update this Policy from time to time to reflect:
Where appropriate, material changes may be communicated through the App, email or another appropriate method.
The Effective Date will be updated when a new version becomes effective.
20. Contact Us
For complaints, grievances, safety concerns or questions relating to this Policy:
21. Effective Date
This Grievance Redressal & User Complaints Policy is effective from: