Grievance Redressal Policy

1. Objective

At Drug House, our primary focus is on ensuring a seamless, transparent, and satisfying experience for our users. We acknowledge that despite our best efforts, there may be instances where you might face issues or have concerns regarding our services, products, or interactions on our platform.

This Grievance Redressal Policy ("Policy") is formulated in compliance with the Information Technology Act, 2000, and the Consumer Protection (E-Commerce) Rules, 2020. The objective of this Policy is to establish a structured, transparent, and time-bound mechanism to address and resolve customer grievances effectively, ensuring fair treatment and continuous improvement of our service standards.

2. Definitions

• "Complainant" refers to any user, customer, or individual who has registered a grievance with Drug House.
• "Grievance" or "Complaint" refers to any communication that expresses dissatisfaction about an action or lack of action, the standard of service, deficiency in a product, or a breach of the Terms and Conditions/Privacy Policy by Drug House or its Third-Party Sellers.
• "Query" refers to a request for information or clarification regarding a product, service, or policy, which does not constitute a formal grievance.

3. Guiding Principles

Our Grievance Redressal mechanism operates on the following core principles:

• Accessibility: Multiple channels are available for customers to easily register their complaints.
• Promptness: Every grievance is acknowledged and resolved within strictly defined Turnaround Times (TAT).
• Fairness: Complaints are investigated objectively and resolved in an unbiased manner.
• Transparency: Customers are kept informed about the status and progress of their grievance resolution.

4. Grievance Escalation Matrix

To ensure swift and effective resolution, we have established a multi-tiered escalation matrix. Customers are requested to follow the levels sequentially.

Level 1: Customer Support (First Contact Resolution)

If you have any query or complaint, your first point of contact should be our Customer Support Team. You can reach out to them through the following channels:

• Email: support@drughouse.in
• Phone: [Insert Customer Support Number] (Monday to Saturday, 9:00 AM to 8:00 PM)
• In-App Support: Navigate to the "Help & Support" section in the Drug House app or website and raise a ticket.

Turnaround Time (TAT): An acknowledgement will be provided within 24 hours. The team will strive to resolve the issue within three (3) to five (5) business days.

Level 2: Grievance Officer

If your complaint is not resolved at Level 1 within the specified TAT, or if you are dissatisfied with the resolution provided, you may escalate the matter to our designated Grievance Officer.

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of the Grievance Officer are:

When escalating to Level 2, please include your previous Ticket ID/Reference Number. The Grievance Officer will acknowledge receipt of the complaint within forty-eight (48) hours and will aim to resolve the grievance within one (1) month from the date of receipt, as mandated by law.

Level 3: Nodal Officer

If the resolution provided by the Grievance Officer is still unsatisfactory, or if the complaint remains unresolved beyond the stipulated one-month period, you may escalate the issue to the Nodal Officer, who holds the highest authority for customer grievance redressal at Drug House.

Turnaround Time (TAT): The Nodal Officer will conduct an independent review of the entire escalation history and provide a final resolution within seven (7) to ten (10) business days from the date of receiving the escalation.

5. Resolution of Grievances

A grievance shall be considered as "disposed of" or "resolved" when:

1. Drug House has communicated its final decision or resolution to the Complainant.
2. The Complainant has explicitly accepted the resolution offered.
3. If the Complainant does not respond within seven (7) days of receiving a written response or resolution from Drug House, the grievance will be deemed automatically closed.

6. Statutory Rights

This Grievance Redressal Policy does not in any way restrict your right to seek legal remedies or approach the relevant consumer forums, regulatory authorities, or courts of competent jurisdiction in India under applicable laws, including the Consumer Protection Act, 2019.

7. Policy Updates

Drug House reserves the right to review and update this Grievance Redressal Policy periodically to ensure compliance with changing legal frameworks, operational requirements, and best practices. We encourage you to review this page regularly.