Complaint & Grievance Policy

We take every complaint seriously. This policy sets out how you can raise a concern, how we will investigate it, and what you can expect throughout the process. This policy applies to all Lotus Essence services — including private sessions, workshops, courses, billing, data protection, marketing communications, and interactions with our team. Our goal is to resolve every complaint fairly, promptly, and transparently.

You can submit a complaint through any of the following channels: Email: Send an email to admin@lotus-official.com with "Complaint" in the subject line. WhatsApp: Message us at +971 50 752 2507 with "Complaint" as the first word. Website: Visit lotus-official.com/contact and select "Complaint" as the enquiry type. Written letter: Post to the address provided on our website. All channels are monitored and will receive the same level of attention. Choose whichever is most comfortable for you.

To help us investigate promptly, please provide: • Your name and preferred contact method • Date(s) of the incident or experience • Description of your concern — as much detail as you can share • Evidence (if applicable) — screenshots, emails, booking references • Desired outcome — what would a fair resolution look like to you? If you're unsure what to include, that's okay. Send what you have and we'll ask for anything else we need.

Stage 1 — Acknowledgement (within 2 business days) We will confirm receipt of your complaint and assign a reference number (format: LE-CMP-YYYY-NNN). You'll be told who is handling your case and what to expect next. Stage 2 — Investigation (within 15 business days) We will review the facts, speak with relevant team members, and examine any supporting evidence. If we need more time, we'll let you know and explain why. Stage 3 — Written Resolution You will receive a clear, written response explaining our findings and the action we have taken or propose to take. If we agree that something went wrong, we'll explain what we're doing to prevent it from happening again.

If you are not satisfied with our resolution: • You have 30 calendar days from the date of our response to submit an appeal • Send your appeal to admin@lotus-official.com with "Appeal" and your reference number in the subject line • Your appeal will be reviewed by an independent reviewer who was not involved in the original investigation • The independent reviewer will issue a final decision within 20 business days The appeal decision is our final internal response. If you remain dissatisfied, you may escalate externally (see Section 10).

We categorise complaints to route them to the right person and track patterns: | Category | Examples | |----------|---------| | Service Quality | Session didn't meet expectations, practitioner conduct, communication issues | | Billing & Refunds | Incorrect charges, refund delays, payment disputes | | Data Protection | Unauthorised data use, breach concerns, DSAR response delays | | Accessibility | Website barriers, session accommodation requests, communication format issues | | Professional Conduct | Inappropriate behaviour, boundary concerns, ethical issues | | Marketing & Communications | Unwanted emails, misleading claims, unsubscribe issues | If your complaint doesn't fit a category, select "Other" or simply describe it — we'll take it from there.

Your complaint is treated as confidential. Information is shared only with those who need to know in order to investigate and resolve it. Complaint records are retained in line with our Record Retention Schedule and are subject to the same protections described in our Privacy Policy. If your complaint relates to data protection, it will be handled by our privacy team (reachable at privacy@lotus-official.com).

We have a zero-tolerance policy for retaliation against anyone who raises a legitimate complaint. You will never be penalised, disadvantaged, or treated differently for filing a complaint. If you experience retaliation of any kind, please report it immediately — it will be treated as a separate, high-priority matter.

| Stage | Timeframe | |-------|-----------| | Acknowledgement | 2 business days | | Investigation | 15 business days | | Written resolution | Included in investigation period | | Appeal submission window | 30 calendar days from resolution | | Appeal decision | 20 business days | If we need to extend any timeframe, we will notify you in advance and explain the reason.

If our internal process does not resolve your concern, you may escalate to an external body: | Jurisdiction | Authority | |-------------|-----------| | UAE | UAE Data Office (for data protection complaints) | | European Union | Your national Data Protection Authority (DPA) | | United Kingdom | Information Commissioner's Office (ICO) — ico.org.uk | | Australia | Office of the Australian Information Commissioner (OAIC) — oaic.gov.au | | United States (California) | California Privacy Protection Agency (CPPA) or Federal Trade Commission (FTC) | | Canada | Office of the Privacy Commissioner (OPC) — priv.gc.ca | For service-quality disputes in the EU/UK, you may use the Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr

We recognise that some complainants may need additional support. If you are in a vulnerable situation — whether due to age, health, disability, language barriers, or emotional distress — please let us know. We will: • Provide additional time and patience throughout the process • Offer alternative communication formats if needed • Ensure our response is clear and compassionate • Suggest external support services where appropriate You are welcome to have a trusted person communicate on your behalf.