Grievance Redressal Policy

adwizr — a service of Zenara Technologies Private Limited SEBI Registered Investment Adviser (Non-Individual) | RIA No. INA000022774

1. Our Commitment

Zenara Technologies Private Limited ("adwizr", "we", "us"), a SEBI Registered Investment Adviser (RIA No. INA000022774), is committed to providing prompt, fair, and transparent resolution of Client grievances. This Policy sets out how you can raise a complaint and how it will be handled, in accordance with the SEBI (Investment Advisers) Regulations, 2013 and SEBI's investor grievance-redressal framework.

2. What Is a Grievance

A grievance is any dissatisfaction or complaint relating to our investment advisory services, financial planning, advisory reports, fees, Platform (website or mobile application), customer support, conduct, or operational processes. General queries, service requests, feature requests and information requests are not treated as grievances but will also be responded to through our support channels.

3. How to Raise a Grievance — Escalation Levels

Level 1 — Customer Support

Raise your concern first through our support channel:

• Email: contact@zenaratechnologies.com
• In-app: Help / Support section

Please include your registered name, registered email address or mobile number, a clear description of the issue, the date of occurrence (if applicable), and any supporting documents or screenshots that may help us investigate the matter. Acknowledgement: within 2–3 business days.

Level 2 — Grievance Officer

If your complaint is not resolved at Level 1, or you are not satisfied with the resolution, you may escalate to our designated Grievance Officer:

The Grievance Officer will ensure your complaint is examined and resolved within 21 calendar days of receipt.

Level 3 — Compliance Officer / Principal Officer

If you remain dissatisfied, you may further escalate to:

4. Escalation to SEBI — SCORES

If your complaint is not resolved to your satisfaction, or is not resolved within the applicable timeline, you may lodge it with SEBI through the SCORES portal (SEBI Complaints Redress System):

• Portal: scores.sebi.gov.in
• SCORES mobile app: available on Android and iOS

Please note (as required by SEBI):

• You should first take up your complaint with us and allow the applicable time for us to respond before approaching SCORES.
• On SCORES 2.0, complaints are auto-forwarded to the entity and monitored, with provision for review by the concerned Designated Body and by SEBI.
• Filing on SCORES is free of cost.

SEBI Regional Office (jurisdiction): Southern Regional Office, Overseas Towers, 7th Floor, 756-L, Anna Salai, Chennai – 600 002.

SEBI Toll-Free Helpline: 1800 22 7575 / 1800 266 7575.

5. Online Dispute Resolution (ODR) — SMARTODR

If your grievance remains unresolved after exhausting the above mechanisms (including SCORES), or as otherwise permitted under SEBI's framework, you may initiate dispute resolution through the Online Dispute Resolution (ODR) portal:

• Portal: smartodr.in

The ODR mechanism provides for conciliation and, if required, online arbitration in accordance with SEBI's circular on Online Resolution of Disputes in the Indian Securities Market. This is available in addition to your rights under law.

6. Grievance Handling Process & Timelines

Where additional information or documents are required from the Client to investigate or resolve a grievance, the resolution timeline may be reasonably extended until such information is received. We will keep the Client informed of the status of the grievance during the resolution process.

We maintain a record of all complaints and their resolution, and file periodic complaints data with SEBI/BASL as required, including the monthly complaints disclosure published under "Complaints Status" on our website.

7. Records & Confidentiality

All grievances and related communications are handled confidentially and retained in accordance with applicable regulatory record-keeping requirements. Information relating to a grievance may be shared with regulatory authorities, dispute-resolution bodies, or authorised service providers where required by law or reasonably necessary for investigation or resolution of the grievance.

8. Changes to This Policy

We may update this Policy to reflect changes in regulation or our processes. The current version is always available on our website.

9. Key Contacts (Summary)

Investments in the securities market are subject to market risks. Please read all related documents carefully before investing.