Complaints & Grievance Process

Last updated: 25 July 2026

Use this process for service disputes, fraud, harassment, privacy concerns, identity misuse or account problems. MalwaFix is not an emergency-response service.

1. Immediate danger

For immediate danger, crime, fire, gas leak, serious electrical hazard or medical emergency, contact the appropriate emergency authority first. Move to safety and do not wait for MalwaFix support.

2. Submit a complaint

Email support@malwafix.com. Include the booking reference, date, technician or customer name, a factual description, amount disputed and relevant evidence. Do not send an Aadhaar OTP, biometric data, UPI PIN or card PIN.

3. Complaint categories

• Work quality, price or unauthorised extra work.
• Late arrival, no-show or cancellation dispute.
• Harassment, threats, discrimination or unsafe conduct.
• Fraud, impersonation, theft or identity-document misuse.
• Privacy, account access, data correction or deletion.

4. Review process

1. MalwaFix targets acknowledgement within 2 business days.
2. A serious safety or fraud report may cause temporary account restriction while facts are reviewed.
3. MalwaFix may request booking messages, estimate details, payment proof or photographs.
4. MalwaFix targets a meaningful update within 7 business days, but complex matters may take longer.
5. The outcome may include explanation, profile warning, suspension, block, reassignment assistance or a recommendation for direct refund/rework.

5. Privacy during review

Complaint information is shared only with people who need it for review, response, safety or legal reasons. Public posting of private addresses, phone numbers or identity documents is prohibited.

6. Grievance escalation

The final officer name, phone and postal address are launch blockers and must be published before collecting production personal data.