Grievance Redressal Policy

This Policy explains how users, hosts, creators, influencers, agencies, business partners and affected persons can report concerns relating to ZocoLive and obtain a response.

AHAM INNOVATIONS PRIVATE LIMITED (the Company, we, our or us) operates ZocoLive (the Platform).

A person does not need a Platform account to report content affecting them.

This Policy is framed with reference to the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as amended, including the 2026 amendments (IT Rules), and other applicable Indian laws.

It is read with our Terms of Service, Privacy Policy and applicable payment and agency terms. Mandatory law prevails over any conflicting policy or contractual provision.

Complaints may be sent directly to the Grievance Officer by email or through the in-app support or reporting system.

These details and this Policy will be prominently accessible from the Platform website or app home screen.

Telephone contact is an additional assistance channel; users are encouraged to send a written description so the complaint can be tracked.

• Illegal or harmful content, sexual exploitation, child safety concerns, harassment, threats, hate speech and discrimination.
• Impersonation, fake accounts, deceptive synthetic media or deepfakes, fraud and identity misuse.
• Privacy violations, misuse of personal information and intellectual property infringement.
• Recharge failures, duplicate or unauthorised charges, virtual coin or gift discrepancies, subscriptions and refunds.
• Host earnings, agency settlements, delayed or disputed payouts, account restrictions, moderation decisions and other Platform-related concerns.

Please provide the following information to the extent available:

• Your name and a contact method for replies; User ID, Host ID or Agency ID, if applicable.
• A clear description of the concern and the remedy requested.
• The relevant account, content link, room or live-stream ID, date, time and time zone, where available.
• For transaction disputes, the order or transaction reference, amount, date and relevant payment or settlement records.
• Supporting screenshots, correspondence or other evidence, where safe and lawful to provide.

A representative may complain on behalf of an affected person. We may seek reasonable evidence of authority or identity where necessary, using a proportionate and secure process.

We will not require unnecessary identity documents or insist on an account ID from a person who does not have one.

Do not send passwords, OTPs, card CVVs or unnecessary unmasked identity documents.

For intimate imagery or child sexual abuse material, provide the content location and identifying details rather than downloading, copying or forwarding the material.

Lack of non-essential information will not prevent acknowledgement or urgent protective action where the content can be identified.

We acknowledge complaints within 24 hours of receipt and provide a reference or other means of identifying the complaint.

General grievances will be resolved within 7 calendar days. Shorter legal deadlines take priority.

These periods run from receipt of the complaint, include weekends and public holidays, and are not postponed merely because a complaint requires internal escalation or additional investigation.

A request for further information does not automatically restart or suspend a legal deadline. The acknowledgement period does not delay action required sooner.

Where several categories apply, we follow the shortest applicable deadline.

A progress update is not treated as resolution.

If a third-party bank, agency or service provider must complete a separate transaction correction, our response will identify the decision, required action and expected next steps without treating third-party involvement as an extension of our statutory grievance deadline.

The Grievance Officer will assess the complaint, identify applicable deadlines, preserve relevant evidence and coordinate review by appropriate personnel.

We may seek explanations from affected parties where appropriate, without delaying urgent action or disclosing unnecessary personal information.

We will communicate the outcome through the available contact channel, including the action taken or reasons for declining the requested action and available review or appeal options.

Information may be withheld to the extent necessary to comply with law, protect another person’s privacy or safety, or avoid prejudicing a lawful investigation.

Possible outcomes include:

• Content removal
• Restoration
• Warnings
• Account restrictions
• Correction of records
• Payment reconciliation
• Refunds where due
• Referral to the appropriate authority

The outcome depends on evidence, applicable law and the relevant terms; submitting a complaint does not by itself establish entitlement to a particular remedy.

Reports of child sexual exploitation, intimate-image abuse, threats to life, serious fraud or other imminent harm receive priority.

Marking an email “URGENT” can assist triage but is not a condition for urgent treatment.

Users facing immediate danger should also contact the appropriate emergency or law-enforcement service; Platform reporting does not replace emergency assistance.

We may interrupt a live stream, disable access to content or temporarily restrict an account where reasonably necessary to prevent harm or comply with law.

We preserve relevant evidence securely and make mandatory reports to competent authorities where required, including under child-protection law.

Urgent action will follow the applicable deadline in section 5.

Upon legally sufficient actual knowledge under Rule 3(1)(d), through a competent court order or a qualifying government intimation, we will remove or disable access to the specified unlawful information within 3 hours.

Other lawful orders will be handled within their applicable statutory or directed time limits.

We accept complaints concerning payments, virtual coins, gifts, host earnings and agency settlements and examine the relevant Platform and payment records.

An agency-related complaint may be submitted directly to the Company; prior approval from the agency is not required.

Where host earnings are settled through an agency, the review may include the host request, agency verification, Company-to-agency payment and evidence of onward payment to the host.

The complaint response will distinguish these stages and identify any outstanding action.

We will not dismiss a grievance solely because an agency or payment service provider is involved.

Refunds and corrections will be assessed under applicable law and the relevant transaction terms.

This Policy does not create a right to redeem purchased coins for cash or alter the agreed settlement model.

It does not exclude a refund, compensation or other remedy required by law, and a suspension or ban does not itself authorise forfeiture of legally payable amounts.

If dissatisfied, you may ask the Grievance Officer to review the decision, quoting the complaint reference and reasons.

This optional review does not prevent an external appeal or extend its filing deadline.

A person aggrieved by the Grievance Officer’s decision, or whose grievance remains unresolved within the applicable period, may appeal to the Grievance Appellate Committee under Rule 3A.

Appeals against a communicated decision should be filed within 30 days of receiving it.

Where no decision is received in time, use the non-resolution appeal route on the GAC portal promptly and follow its applicable filing requirements.

Complainants should provide truthful information and cooperate reasonably.

An unsubstantiated complaint, a good-faith mistake, criticism of the Company or use of an external appeal is not by itself abuse of this process.

Where there is evidence of deliberate fabrication, harassment or repeated malicious misuse, proportionate action may be taken, with reasons and a review opportunity where lawful.

We will not retaliate against a person for making a genuine complaint.

For substantiated fraud, serious unlawful conduct or repeated serious violations, restrictions may include suspension or termination, and proportionate measures to prevent circumvention using accounts, devices or payment methods.

Such measures must be necessary, lawful and subject to review.

The existence of an allegation or investigation alone is not conclusive proof of wrongdoing.

Where urgent action is justified, notice and an opportunity to contest it will be provided as soon as reasonably practicable, unless prohibited by law.

We handle grievance information with appropriate confidentiality and security and restrict access to personnel and service providers who need it for handling the complaint, safety, fraud prevention or legal compliance.

Absolute confidentiality cannot be promised where disclosure is necessary or legally required.

Personal information, including available account records, transaction records, communications, device data or KYC information, will be processed or disclosed only on an applicable lawful basis, for necessary purposes, and consistently with our Privacy Policy and applicable data-protection law.

Where required, we verify the authority and scope of a legal request and limit disclosure accordingly.

We retain complaint records, decisions and related evidence for periods necessary for applicable legal obligations, dispute handling and justified security purposes.

Access is restricted, retention needs are reviewed, and records are securely deleted or anonymised when retention is no longer necessary, subject to legal holds.

Where Rule 3(1)(g) applies, removed or disabled information and associated records are preserved without impairing evidence for 180 days, or longer when lawfully required.

Registration information covered by Rule 3(1)(h) is retained for 180 days after cancellation or withdrawal of registration.

Other record categories follow their applicable legal retention requirements; this does not require indiscriminate recording of every live stream or conversation.

We will provide reasonable assistance to a person who needs help reporting a grievance and make the mechanism accessible.

Complaints may be submitted in English, Hindi or Bengali; we will make reasonable efforts to assist with other Indian languages.

No fee is charged for submitting a grievance.

Where the additional obligations for a significant social media intermediary apply to the Platform, we will fulfil the relevant requirements, including an eligible Resident Grievance Officer, other prescribed officers, compliance reporting and safeguards for affected users.

A law-enforcement nodal contact does not replace the user grievance or GAC appeal process.

Nothing in this Policy limits a non-excludable consumer right, statutory remedy, legal reporting obligation or the Company’s responsibility under applicable law.

Neither this Policy nor a grievance decision prevents a competent authority from granting a remedy.

If a provision is unenforceable, the remaining provisions continue to apply to the extent lawful.

We review this Policy when legal requirements or grievance procedures change.

Revisions will be published with an updated date and any notice required by law.

Changes will not retrospectively remove accrued rights or alter statutory complaint or appeal deadlines.

This Policy is governed by Indian law.

Subject to mandatory jurisdiction rules and statutory remedies, competent courts at Kolkata, West Bengal may hear disputes relating to it.

This does not exclude another forum where the complainant has a legal right to seek relief.