Policy Table of Contents
Preamble & Scope
This Grievance Redressal Policy (“Policy”) is adopted by Nisarg Wellness Private Limited, a company incorporated under the provisions of the Companies Act, 2013 (hereinafter referred to as the “Company”), operating the digital healthcare platform dratdoorstep.com and its mobile applications (collectively referred to as the “Platform”). This Policy establishes a structured, transparent and time-bound Grievance redressal mechanism for Users of the Platform.
Statutory Alignment: Formulated in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(4) / 4(5) of the Consumer Protection (E-Commerce) Rules, 2020.
Definitions
In this Policy, unless the context otherwise requires:
- “Company”: Nisarg Wellness Private Limited (CIN: U74999GJ2016PTC094894), having its registered office at 11/A, Dipawali Society Karelibaug, Vadodara, Gujarat, India, 390018.
- “Goods”: Medicines, pharmaceutical products, medical devices, healthcare products and other tangible items made available for purchase or delivery through the Platform.
- “Grievance”: Any complaint, dispute, concern or dissatisfaction raised by a User relating to the Services, Platform functionality, billing, data handling or conduct of service providers.
- “Platform”: The website, mobile applications and related digital interfaces operated by the Company.
- “Services”: Teleconsultation, doctor home visits, nursing care, diagnostic services, pharmacy facilitation, ambulance services and other allied healthcare services made available through the Platform.
- “User”: Any person who accesses or avails Services on the Platform.
Purpose & Scope of Grievances
This Policy operates with the objective that Users shall be treated fairly at all times and the Company shall use its best efforts to address any User's Grievance promptly, efficiently and courteously.
Language Support: Grievances may be submitted in English, Hindi, or Gujarati to ensure accessibility to all Users across our service regions.
Scope of Covered Grievances:
- Telemedicine & Doctor Consultations: Delay, non-availability, technical disruptions, billing discrepancies or professional conduct.
- Nursing & Home Healthcare Services: Non-attendance, service quality concerns or billing disputes.
- E-Pharmacy Facilitation: Incorrect medicines, damaged/defective products, shipment delays or refund issues.
- Diagnostic / X-Ray / ECG Services: Sample collection delays, procedural concerns, or payment disputes.
- Ambulance Search & Dispatch: Dispatch delays, service conduct or transaction disputes.
Designated Grievance Officer
In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a designated Grievance Officer:
Grievance Redressal Officer
Nisarg Wellness Private LimitedMandated Timelines: The Grievance Officer shall acknowledge receipt of any complaint within 48 hours and resolve the complaint within 30 days from the date of receipt.
Procedure for Filing a Grievance
A User may file a grievance through any of the following official channels:
- Email: Sending a detailed written email to info@dratdoorstep.com.
- In-App Support: Submitting a ticket via the DrAtDoorstep Mobile Application support desk.
- Customer Support Desk: Dialing our helpline desk at +91 8000126666 during business hours.
- Registered Post: Sending a written complaint to the registered office in Vadodara, Gujarat.
Mandatory Information Required: To facilitate efficient investigation, every grievance must contain: (a) Full Name & Contact Details, (b) Booking Reference / Transaction ID, (c) Detailed description of the issue, and (d) Relevant supporting documents or receipts.
Grievance Redressal Mechanism
Upon receiving a grievance, the Grievance Cell follows a structured multi-step review process:
- Acknowledgement: Issue of a unique Ticket ID and acknowledgment within 48 hours.
- Investigation: Internal audit of system logs, consultation with independent medical professionals, partner diagnostic labs, or pharmacy fulfillment hubs.
- Corrective Action: Resolution may include service rescheduling, pro-rata refund, platform corrective directives, or administrative feedback.
- Final Response: Written closure response communicated to the User within 30 days.
Criteria for Disposal & Closure
A Grievance shall be considered formally resolved and closed under the following conditions:
- When the User explicitly accepts the resolution provided by the Grievance Officer.
- If the User does not reply or raise further queries within 30 days of receiving the written resolution.
- Frivolous / Malicious Complaints: The Company reserves the right to close grievances found to be frivolous, malicious, or lacking supporting evidence after due internal review.
Escalation to Nodal Officer
If a User is dissatisfied with the resolution offered by the Grievance Officer, the matter may be escalated to the designated Nodal Officer as per Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020:
Nodal Compliance Officer
Escalation Authority - Nisarg Wellness Private LimitedIntermediary Status & Partner Liability
The Company operates as an intermediary platform under Section 79 of the Information Technology Act, 2000. The Company connects Users with independent third-party service providers (doctors, labs, pharmacies, and ambulance agencies).
Healthcare Risk & Partner Liability: All clinical opinions, diagnoses, and medical treatments are exercised independently by licensed practitioners. Any professional liability or deficiency of service arising from third-party partners rests with the respective provider subject to applicable law.
Statutory E-Commerce Disclosures
In compliance with Rule 4(2) of the Consumer Protection (E-Commerce) Rules, 2020, Users may request the following entity credentials before booking Services:
- Legal Entity Name: Nisarg Wellness Private Limited
- Corporate Identification (CIN): U74999GJ2016PTC094894
- Headquarters Address: 11/A, Dipawali Society Karelibaug, Vadodara, Gujarat, India - 390018
- Official Web Portal: https://dratdoorstep.com
- Customer Desk Contact: +91 8000126666 | info@dratdoorstep.com
Governing Law & Jurisdiction
This Grievance Redressal Policy shall be governed by and construed in accordance with the laws of India. Any legal dispute or court proceeding arising under this Policy shall be subject to the exclusive jurisdiction of the competent courts located at Vadodara, Gujarat, India.
By accessing or using the Platform, the User acknowledges having read, understood and agreed to the terms of this Grievance Redressal Policy.