1. Purpose & Scope
This Grievance Redressal & Customer Support Policy (“Policy”) sets out how
RxnCure, a digital healthcare platform by
Vitmeds India Private Limited (“Vitmeds”, “we”, “our”, “us”),
receives, records, and resolves complaints and queries from:
- Consumers and patients using our website or apps;
- Pharmacies, diagnostic labs, doctors and other partners;
- Any other stakeholder interacting with the RxnCure ecosystem.
This Policy applies to our hybrid marketplace model, where RxnCure may
provide services directly (own licenses / inventory / service centres) and also
facilitate services from independent, third-party vendors and healthcare providers.
2. What is a “Grievance” on RxnCure?
For the purpose of this Policy, a “grievance” is any written concern, complaint,
or objection raised by a user or partner in relation to:
- Platform usage (app / website errors, account issues, order journey, etc.);
- Information shown on the platform (content accuracy, listings, prices, etc.);
- Orders for medicines, health products, lab tests or other services;
- Delays, cancellations, refunds or communication gaps;
- Behaviour or conduct of support staff or partners while using RxnCure;
- Privacy, data protection or security concerns related to RxnCure systems.
This Policy does not replace clinical judgement. Any dispute
regarding diagnosis, line of treatment, or professional conduct of a clinician
may be directed to appropriate medical councils or authorities, while we
continue to support you from a platform perspective.
3. How to Reach the RxnCure Support Team (Level 1)
For most issues, the quickest way to get help is to contact our Level 1
RxnCure Care Team. You can reach us through:
You can also use the Contact Us form on our website.
As the full platform goes live, in-app chat and ticketing options will also be
available.
⏱ Response target
We aim to acknowledge all Level 1 complaints within
24–48 working hours and strive to resolve most cases within
7 working days, depending on complexity and third-party involvement.
4. Escalation Matrix (Levels L1–L3)
If you are not satisfied with the response at any stage, or do not receive a
response within the timelines mentioned below, you may escalate your grievance
to the next level. While escalating, please share:
- Your registered email ID and full name;
- Order ID / ticket ID / reference number, if applicable;
- Previous communication or responses received from RxnCure;
- A clear description of the unresolved concern.
Level 1 – RxnCure Care Team
Handled by: Customer Support Team, RxnCure
Email: care@rxncure.com
Typical timeline: Acknowledgement within 24–48 working hours;
resolution target within 7 working days.
Level 2 – Grievance Officer
If your concern remains unresolved beyond the Level 1 timelines or you are
not satisfied with the proposed resolution, you may escalate to:
Grievance Officer: Mr. Abhishek Tiwari
Designation: Grievance Officer & Compliance Representative
Email (for escalations via RxnCure Care):
care@rxncure.com
Subject line: “Grievance Escalation – Level 2”
Timeline: We aim to review Level 2 grievances within
3 working days and provide a reasoned response or interim update
within 10 working days from the date of escalation.
Level 3 – Senior Escalation Committee
If you are still dissatisfied with the outcome at Level 2, you may request
a final review by our senior escalation committee:
- Ms. Manali Mishra – Senior Escalation Authority
- Mr. Sharad Pandey – Senior Leadership & Oversight
Escalation contact (Level 3):
support@vitmeds.com
Subject line: “Grievance Escalation – Level 3”
Timeline: We aim to provide a final written response within
15 working days of receipt of a complete Level 3 escalation.
5. Hybrid Marketplace & Vendor-related Issues
RxnCure follows a hybrid model where services may be delivered either by:
-
Vitmeds-owned entities (for example, our own pharmacies,
diagnostic centres, or service units), or
-
Independent, third-party vendors (pharmacies, labs, doctors,
ambulance providers, etc.) onboarded on the RxnCure platform with their own
licenses and statutory responsibilities.
For vendor-related grievances (for example, delays from a specific pharmacy or
lab, local service quality, etc.), our support team may need to coordinate with
the concerned partner. While we strive to resolve such issues promptly, some
cases may require additional time to investigate or obtain documents from the
partner.
Wherever required by law, we may also advise you on appropriate external forums
or regulatory bodies that can be approached for further redressal.
6. Documentation, Tracking & Closure
To maintain transparency and consistency, RxnCure maintains a record of
grievances including:
- Date of receipt, reference number and source channel;
- Name and contact details of the complainant (where provided);
- Nature and category of the grievance;
- Actions taken, communication sent and supporting documents, if any;
- Date and mode of closure, including final resolution provided.
We may anonymise and analyse grievance data periodically to identify patterns,
improve our processes, enhance partner performance and strengthen safeguards for
users and patients.
7. Confidentiality & Data Protection
All grievances are handled in accordance with our
Privacy Policy. Information shared by you,
including health-related information, is used only for:
- Understanding and resolving your specific grievance;
- Compliance with applicable laws and audits;
- Improving our quality, safety and support processes.
We restrict access to grievance records to authorised personnel on a need-to-know
basis and implement reasonable safeguards to protect your data.
8. Regulatory Alignment & Legal Remedies
This Policy is designed to be consistent with applicable Indian laws and
guidelines relating to consumer protection, e-commerce, data protection and
healthcare, as and when notified and implemented.
In addition to the internal escalation levels described above, you always retain
the right to seek remedies under applicable law, including approaching consumer
courts, regulatory authorities, or other legal forums.
9. Changes to This Policy
We may modify or update this Grievance Redressal & Customer Support Policy
from time to time to reflect changes in law, regulatory expectations or our
platform operations. The “Effective date / Last reviewed” at the top of this
page indicates the current version.
Any material changes will be published on this page and may also be highlighted
in our apps or via email, where appropriate.
10. Summary of Key Contacts
This Policy is provided for general guidance and does not limit any rights
that you may have under applicable law.
