Grievance Redressal Policy

Last Updated: September 7, 2026

This Grievance Redressal Policy (“Policy”) outlines the process by which Cry-Fi (“Cry-Fi”, “Platform”, “we”, “our”, or “us”) receives, reviews, and responds to complaints, grievances, and disputes raised by Users, Listeners, or other affected parties.

This Policy should be read together with the Cry-Fi Terms & Conditions, Privacy Policy, Refund & Cancellation Policy, Safety & Reporting Policy, and other applicable Platform policies.

1. Purpose

Cry-Fi aims to maintain a structured and reasonable process for addressing concerns relating to:

Platform use
Bookings
Sessions
Video sessions
Payments
Refunds
User or Listener conduct
Safety
Privacy
Technical issues
Policy enforcement

This Policy establishes a mechanism for submitting and reviewing such concerns.

2. What Can Be Reported

Grievances may include:

Refund disputes
Booking disputes
Session-related disputes
Listener misconduct
User misconduct
Harassment
Sexual misconduct
Safety concerns
Fraud
Account suspension concerns
Payment concerns
Content moderation concerns
Privacy concerns
Technical complaints
Video-session access problems
Meeting-link problems
Unauthorized participant concerns
Premature session termination
Session-expiration or timing issues
Other alleged violations of Cry-Fi policies

Complaints should be submitted honestly and in good faith.

3. Submission Channels

Complaints may be submitted through:

General matters:
hello@cry-fi.com

Support and booking matters:
support@cry-fi.com

Safety or complaint matters:
safety@cry-fi.com

Cry-Fi may introduce additional reporting or support channels where appropriate.

4. Information That May Help a Review

To help Cry-Fi review a grievance, users may be asked to provide information such as:

Full name or registered account details
Description of the issue
Booking ID or relevant booking information
Date and time of the session
Session type
Relevant meeting or booking information
Screenshots
Error messages
Supporting evidence
Payment or transaction references
Other information reasonably necessary for the review

Incomplete information may delay or limit the review.

Users should avoid submitting unnecessary sensitive personal information.

5. Video Session Grievances

For Video Session complaints, Cry-Fi may review available information relating to the booking and technical session.

This may include, where available:

Booking details
Scheduled session time
Session duration
Meeting status
Participant access information
Join or access records
Technical logs
Error information
Session expiration information
Relevant reports or screenshots

Cry-Fi does not represent that live video or audio sessions are continuously recorded or monitored.

The information available for review may depend on Cry-Fi’s technical systems and third-party video-service providers.

6. Gender Preference-Related Grievances

Some Listener services may include a Gender Preference specifying the gender(s) the Listener is comfortable accepting for that particular service.

The preference is part of the service information and is displayed on the service card and service detail page at or above the listed price. Support Seekers are expected to review the service information before booking.

Bookings are processed through the Platform based on the service selected. Listeners do not manually accept or reject individual bookings based on gender after a booking is placed.

If a Support Seeker who does not match the displayed Gender Preference connects to the session, the Listener may:

Politely end the session if they are not comfortable; or
Continue the session if they are comfortable doing so.

A gender mismatch by itself does not automatically create a right to a refund, compensation, payment reversal, or other special financial consequence.

A grievance involving a gender mismatch will therefore be reviewed separately from complaints involving harassment, abuse, discrimination, threats, sexual misconduct, fraud, or other policy violations.

7. Review Process

Depending on the nature of the grievance, Cry-Fi may:

Review submitted evidence
Review booking records
Review payment records
Review relevant Platform records
Review available technical or session information
Review account activity
Request additional information
Request clarification from the parties involved
Review previous relevant reports
Consult applicable Cry-Fi policies

Cry-Fi may determine the appropriate scope and method of each review based on the circumstances and information reasonably available.

Cry-Fi may not be able to independently verify every allegation or reconstruct every interaction.

8. Resolution Time

Cry-Fi will make reasonable efforts to review grievances within a reasonable period.

However:

Response times may vary.
Complex cases may require additional review.
Technical investigations may take longer.
Third-party service issues may delay resolution.
Safety-related matters may receive priority.

Cry-Fi does not guarantee a fixed resolution period for every grievance.

9. Interim Actions

While a grievance is under review, Cry-Fi may take temporary measures where reasonably necessary to protect Users, Listeners, or Platform integrity.

These measures may include:

Temporarily suspending an account
Restricting bookings
Restricting Platform features
Ending an active session
Preventing access to a Video Session
Holding or delaying payouts
Restricting payment activity
Preserving relevant information

Interim action does not necessarily constitute a final determination that a violation occurred.

10. Final Decisions

Depending on the circumstances, Cry-Fi may determine that:

A refund is appropriate
A refund is not appropriate
A booking should be cancelled
A session should be treated as completed
A warning should be issued
Content should be removed
An account should be restricted
An account should be suspended
An account should be permanently removed
No enforcement action is necessary
Additional review is required

Cry-Fi will make decisions based on the circumstances, the information reasonably available at the time of review, and applicable Platform policies.

Where a grievance concerns a refund or payment dispute, the Refund & Cancellation Policy and applicable booking terms will also be considered.

11. Technical Issues & Video Sessions

Technical problems affecting Video Sessions may include:

Internet connectivity problems
Device or browser failures
Microphone or camera problems
Meeting-access errors
Authentication issues
Third-party service interruptions
Unexpected session termination
Incorrect session timing
Meeting expiration problems

Cry-Fi may review available technical information to determine whether a Platform-related issue appears to have occurred.

Not every technical failure will qualify for a refund or compensation.

Where the issue is caused by a third-party service, the User’s device, internet connection, or circumstances outside Cry-Fi’s reasonable control, the available resolution may be limited.

12. False Complaints & Fabricated Evidence

Submitting knowingly false complaints, fabricated evidence, manipulated screenshots, or deliberately misleading information is prohibited.

Violations may result in:

Warning
Suspension
Permanent account removal
Restriction of refund or dispute privileges
Other appropriate enforcement action

A good-faith complaint will not be treated as misconduct merely because Cry-Fi ultimately determines that the complaint cannot be substantiated.

13. Serious Safety Matters

For grievances involving serious allegations such as:

Sexual misconduct
Physical violence
Criminal threats
Severe harassment
Serious fraud
Other significant safety concerns

Cry-Fi may:

Immediately restrict involved accounts
Terminate active sessions
Prevent further bookings
Preserve available records
Review available information relevant to the incident
Cooperate with lawful authorities where legally required or permitted

Cry-Fi does not conduct criminal investigations and does not replace law-enforcement or emergency services.

14. Evidence & Confidentiality

Cry-Fi may handle submitted evidence and grievance information according to its Privacy Policy and applicable data-retention practices.

Information may be shared internally where reasonably necessary to investigate or resolve a grievance.

Information may also be disclosed where required or permitted by applicable law.

Cry-Fi does not guarantee absolute confidentiality where disclosure is legally required or reasonably necessary for safety, security, fraud prevention, dispute resolution, or enforcement.

15. No Guarantee of Outcome

Submitting a grievance does not guarantee:

Refund approval
Compensation
Account suspension
Account termination
Content removal
A particular enforcement action
A particular technical resolution

Each matter is evaluated based on its circumstances and the information reasonably available.

16. Limitation of Responsibility

Cry-Fi provides a grievance and dispute-review mechanism but does not assume responsibility for matters outside its reasonable control, including:

User dissatisfaction
Listener conduct outside Cry-Fi’s control
User conduct outside Cry-Fi’s control
Offline incidents
Third-party service failures
Internet or device failures
Events beyond Cry-Fi’s reasonable control

Cry-Fi operates as a technology platform and marketplace facilitating interactions between Users and independent Listeners.

17. Repeated or Abusive Complaints

Cry-Fi may restrict or close grievance submissions that are:

Repetitive without new information
Abusive toward staff or other participants
Threatening
Clearly fraudulent
Irrelevant to Cry-Fi services
Submitted solely to manipulate refunds or enforcement

This does not prevent Users from submitting genuine safety, legal, or policy concerns.

18. Policy Changes

Cry-Fi may update this Policy from time to time.

The updated version will be published on the Platform with a revised “Last Updated” date.

Where required by applicable law, Cry-Fi may provide additional notice regarding material changes.

19. Contact