Grievance Redressal Policy

This grievance redressal policy (the “Policy”) sets out NKRS HEALTHTECH PRIVATE LIMITED (the “Company” or “DOCBRELLA” or “We” or “Us”) policy towards redressing grievances raised by users availing services and purchasing goods from the Company’s website (“User/s” or “You”) from time to time.

Purpose of the Policy

The Policy aims to address any User complaints or issues through a well-defined and proper mechanism to ensure maximum User satisfaction.
The Policy functions attempt to ensure that the Users would be always treated fairly, and the Company would undertake its best efforts to deal with any consumer grievance promptly, efficiently and with courtesy.

Details of the Company

The details of the Company responsible for the Website and the contact information are provided below. You can reach out to Us through the below-mentioned contact details, and We will be glad to assist You.

Legal Entity Name: NKRS HEALTHTECH PRIVATE LIMITED
Registered Office: 3RD FLOOR, 624/2, S NO 307/2 CHAMUNDESHWARI LAYOUT, Bommanahalli (Bangalore), Bangalore South, Karnataka 560068, India
Corporate Office: 3RD FLOOR, 624/2, S NO 307/2 CHAMUNDESHWARI LAYOUT, Bommanahalli (Bangalore), Bangalore South, Karnataka 560068, India
Name of the website & application: www.docbrella.in & Docbrella (“Website”)
Details of the website: Digital Healthcare Provider

Grievance Redressal Mechanism

For the purpose of this Policy, “grievance” or “complaint” includes any communication from the User that expresses dissatisfaction in respect of the products or services offered through the Website, but does not include the following:

complaints that are incomplete or not specific in nature;
communications made by Users like offering suggestions;
communications seeking guidance or explanation; or
grievances, where User have shared their details with unauthorized people leading to financial leaks.

Level 1: Customer Support

You may contact our customer support team at 9999999999 and via mail at support@docbrella.in. Further, we also request You to read the FAQs available at https://faq.docbrella.in/ as they may help You to resolve certain queries.
The team shall respond to your query within 24 to 48 hours from the receipt of Your query received via call, chat or email channels as mentioned above.

Level 2: Grievance Officer
If your query remains unresolved for 7 days after receipt of such a query at Level 1, You can contact the designated grievance officer (“Grievance Officer”). The Grievance Officer shall be responsible for Consumer grievance redressal in accordance with the grievance redressal mechanism provided in this Policy. You can contact our Grievance Officer through the below-mentioned details.

Name: xxx
Email: xxx@docbrella.in
Phone: 0000000

Once a User files a complaint or a grievance via email or telephonic communication on the channels specified above, the User will receive an acknowledgement of the grievance from the Grievance Officer, within 48 (forty-eight) hours.
Each User who has filed a complaint with the Grievance Officer shall receive a Ticket ID for tracking the status of their grievance.
The Grievance Officer will undertake best endeavours to redress the grievances of the Users expeditiously but in any case, grievances will be addressed within 1 (one) month from the date of receipt of the grievance.
A grievance will be considered as disposed of and closed in any of the following instances, namely:
where the complainant has communicated its acceptance of the response of the Grievance Officer / any other person associated with the Company; or
where the complainant has not responded within thirty days of the receipt of the written response and has not raised any grievance or complaint in respect of the same subject.

Level 3: Nodal Officer

In the unlikely event that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you can reach out to our Nodal Officer (details specified below). The Nodal Officer shall respond within 7 (seven) business days from the date of receipt of your email.
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a resident nodal person (“Nodal Person”) who shall be responsible for ensuring compliance with the provisions of the Consumer Protection Act, 2019 and the rules made thereunder. You can contact the Nodal Officer through the below-mentioned details in case of any escalation of grievances.

Name: xxx
Email: nodal-xxx@docbrella.in
Phone: 99999999
* The contact numbers displayed above shall be operational on Monday to Sunday from 10:00 AM to 07:00 PM only.