Grievance Redressal Policy

Falzin Technologies Private Limited ("Zaylo") is committed to addressing user concerns and complaints promptly and fairly. This policy explains how to raise a grievance and what to expect from us in response.

1. What This Covers

This policy applies to any complaint regarding your use of the Platform, including issues related to account access, data privacy, KYC/onboarding, communication from Zaylo, or the conduct of the Platform itself. It does not replace the dispute resolution terms of any signed partnership agreement (such as the Musharakah Partnership Agreement or Wakalah Agreement), which are handled separately once those agreements are in effect.

2. Grievance Officer

3. How to Raise a Complaint

You can reach the Grievance Officer directly using the email or phone number above, or submit your complaint through our Contact page. Please include your name, contact details, and a clear description of the issue so we can look into it without delay.

4. Our Response Timeline

• We will acknowledge receipt of your complaint within 24 hours.
• We aim to resolve most complaints within 15 days of acknowledgment. If a complaint requires more time due to its complexity, we will let you know the expected timeline.

5. Escalation

If you are not satisfied with the resolution provided, you may request that your complaint be escalated for a final review by the Grievance Officer directly, using the same contact details above.