#Customer Feedback, Reviews and Testimonials Authenticity Statement

1.1 The rule. Pensieve publishes no testimonial, quotation, logo, customer name, case study, rating or metric attributable to an identifiable customer except under an executed Reference and Publicity Consent (ADD-GL-020). Signing an order is not consent for this purpose, and neither is a favourable remark made in a meeting, an email or a call.

1.2 The consenting entity is identified. Every published reference is traceable to the specific customer that consented, and to the individual permission that authorised it, recorded on that customer's executed ADD-GL-020. Pensieve does not publish an unattributed quotation that implies a customer said something no identified customer agreed to say.

1.3 Anonymised description is the default, not a testimonial. Where no consent is held, Pensieve describes an engagement only in anonymised terms, as ADD-GL-020 clause 2.4 permits, and an anonymised description is never dressed up as a quotation or a rating.

1.4 No patient data, and no clinical claim. No published reference contains patient data, personal data of any individual, an image from a clinical area, or a statement that attributes a clinical outcome to the Platform. Those boundaries are set by ADD-GL-020 clauses 5.1 to 5.6 and are not waivable. Pensieve is not a medical device, and a testimonial is never used to imply otherwise.

2.1 No consideration. No review, rating, testimonial or reference that Pensieve publishes, or that is published about Pensieve at its request, is paid for, discounted for, gifted for, or exchanged for anything of value. Pensieve offers no inducement for a favourable reference, including on a reference call, a boundary that ADD-GL-020 clause 6.2 also states.

2.2 No insider authorship. No member of Pensieve personnel, no contractor engaged by Pensieve, and no relative or close associate of either, writes, posts, rates or edits a review of Pensieve or the Platform on any public platform, whether under their own name or an undisclosed one. The rule that binds the individual, including the prohibition on astroturfing and on undisclosed employee reviews, is the Personnel Public Communications and Social Media Policy (POL-GL-325).

2.3 Material connections are disclosed. Where a person who speaks favourably about Pensieve has a material connection to it, for example a reseller, a partner or an investor, that connection is disclosed wherever the statement is published. Disclosure of a material connection is the standard the Consumer Protection Act, 2019 and its endorsement guidance expect, and Pensieve applies it whether or not a given statement is an advertisement.

2.4 No conditioned reward. Pensieve does not offer a benefit that is conditioned on the content or the sentiment of feedback, and it does not reward a positive review or penalise a negative one.

3.1 Feedback is not solicited only from the satisfied. Where Pensieve invites feedback, the invitation goes to a defined population on a neutral basis. Pensieve does not filter an invitation so that it reaches only customers it expects to be complimentary, and it does not screen responses for sentiment before deciding whether to publish the fact that it invited them.

3.2 An unfavourable review is not suppressed. In any display Pensieve controls, it does not delete, hide, reorder, downrank or bury an unfavourable review, rating or comment, and it does not publish only the favourable part of a mixed response.

3.3 A genuine criticism is not removed. Pensieve does not attempt to have a negative review removed from a third-party platform where the review is a genuine account of a real experience or an honestly held opinion. That commitment, and the narrow set of things Pensieve does act against, are stated in POL-GL-073 clause 2 and clause 4. This Statement and that Policy draw the same line.

4.1 Length only. Where Pensieve shortens a testimonial or quotation for space, the edit is limited to length. It does not change the meaning, the sentiment, the emphasis or the subject of what was said, and it does not stitch separate remarks together to read as one.

4.2 Marked and approved. An omission within a published quotation is marked. The edited wording, and its attribution, are approved by the attributed individual and by the customer's Approved Contact before publication, under the approval mechanism in ADD-GL-020 clause 4 and clause 5.4.

4.3 The original is kept. Pensieve retains the full, unedited text of every testimonial it publishes, and provides it to the customer that gave it on request, so that the customer can confirm the published version is faithful.

5.1 The Indian Standard, described accurately. Pensieve operates the collection, moderation and publication of the feedback it controls consistently with the principles in Indian Standard IS 19000:2022, Online Consumer Reviews: Principles and Requirements for their Collection, Moderation and Publication, published by the Bureau of Indian Standards with effect from 25 November 2022. Those principles are integrity, accuracy, privacy, security, transparency, accessibility and responsiveness, with duties on the author to give a genuine experience and to disclose any consideration received, and on the administrator to verify authenticity, to prohibit the purchase or manipulation of reviews, and to disclose whether reviews are moderated. IS 19000:2022 is a voluntary standard, not a law. It creates no obligation on anyone and no right to have a review removed, and Pensieve is not certified against it and does not claim to be. Pensieve maps its practice to the standard because the standard is a sound description of honest review handling, not because anything compels it to.

5.2 The consumer-protection floor. A fake, paid or incentivised review presented as the genuine opinion of a consumer can be a misleading advertisement within Section 2(28), or an unfair trade practice within Section 2(47), of the Consumer Protection Act, 2019, which the Central Consumer Protection Authority may act on under Section 21 of that Act, and the endorsement guidance made under the Act requires an endorser to disclose a material connection. Pensieve publishes its references so that none of them is a misleading advertisement: each is genuine, each is consented, each material connection is disclosed, and no measured figure is published except as ADD-GL-020 clause 5.3 allows. That is the legal floor. The commitments above sit well over it.

5.3 How a reader checks a published claim. Every case study, named metric or testimonial Pensieve publishes carries a reference. A reader can enter that reference at https://trust.pensievelabs.org/verify to confirm that the claim is one Pensieve stands behind, that a consent is on file for it, and that the published wording matches what the customer approved. Because Edsol Edtech Pvt. Ltd. has a short reference base (ADD-GL-020), a published reference names an identifiable hospital and can be checked one claim at a time, rather than being folded into an aggregate score that cannot be traced to a source.

6.1 No synthetic testimonial. Pensieve does not generate a testimonial, quotation, review, rating or endorsement with a generative model and publish it as though a person had said it. A published quotation is the words of a real, identified person who approved them.

6.2 Synthetic material is disclosed. Where Pensieve uses a synthetic or AI-generated element in its own marketing, for example an illustrative image that depicts no real person or place, it is presented as illustrative and is not passed off as a photograph of a customer, a patient or a deployment.

6.3 The Indian labelling regime. Where synthetically generated content is published in India, the labelling obligations introduced into the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 with effect from 20 February 2026 apply. The treatment of synthetic impersonation as actionable conduct is stated in POL-GL-073 clause 4.12 and is not restated here.

7.1 Withdrawal at will. A customer may withdraw its consent to any published reference at any time, in whole or in part, by notice to info@pensievelabs.org, and no reason is required. The mechanics, and the effect on any pricing concession that the reference purchased, are the Reference and Publicity Consent (ADD-GL-020) clause 7, and are not restated here.

7.2 The maximum time to remove. Pensieve removes material already published within the outer limit set by ADD-GL-020 clause 7.2, being thirty (30) days, and within two (2) Business Days under clause 7.3 where the material is inaccurate or has caused the customer harm. An individual whose words are attributed by name may require the quotation to be removed within ten (10) Business Days under ADD-GL-020 clause 5.4. Pensieve does not add to these periods.

7.3 What withdrawal cannot recall. Withdrawal governs what Pensieve controls. It does not reach a printed copy already distributed, a cached copy held by a third party Pensieve does not control, or material a third party has lawfully published, as ADD-GL-020 clause 7.4 records. Pensieve does not itself reprint or re-publish withdrawn material.

8.1 What Pensieve treats as a complaint. For this Statement, a complaint is any expression of dissatisfaction that Pensieve records, whether it is handled as a support matter under the Support Policy and Escalation Matrix (POL-GL-056) or as a grievance under the Grievance Redressal Policy (POL-GL-066). Those two documents define the difference between the two and the route each takes, and this Statement does not restate it.

8.2 Every complaint is recorded. A complaint is recorded with a reference in the appropriate register the moment it is received, under POL-GL-056 or POL-GL-066, and its handling is governed by the timelines those documents publish.

8.3 The count is published, with a denominator. The number of complaints and grievances received, the number upheld, and the time taken to resolve them are published in the Transparency Report (POL-GL-068), on the cadence and under the counting rules that document owns, including the rule that a small count is stated as a band rather than an exact figure where an exact figure could identify a hospital. This Statement does not restate those rules, and publishes no figure of its own.

8.4 A satisfaction claim is made only where the record supports it. Pensieve makes no claim, in this Statement or in its marketing, about how many customers it has, how many complaints it has received, or how satisfied its customers are, unless the specific claim is supported by a record a reader can check through https://trust.pensievelabs.org/verify or against the published count in POL-GL-068. Pensieve describes the mechanism by which such a claim could be verified, and does not assert the result in its place.

9.1 The chain from claim to evidence. Every published reference is traceable to two records: the consent that authorised it, retained under ADD-GL-020, and, where the reference speaks to Pensieve's service, the complaint and grievance record from which the same period's figures are drawn. A published claim that cannot be traced to both is withdrawn.

9.2 Roles.

9.3 Review. This Statement is reviewed at least every six months, in step with POL-GL-073, and on any change to the consumer-protection or online-content law of a market in which Pensieve operates. The next review is due on 03 February 2027.