Grievance Redressal Policy

This grievance redressal policy (the “Policy”) sets outDavaIndia’spolicy towards addressing grievances raised by consumers purchasing goods and services from the Company’s website (“Consumer” or “You”) from time to time.

Details of the Company

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

• Legal Entity Name: Davaindia Health Mart Limited
• Corporate Office: Zota House, 2 & 3rd Floor,Navsari State Highway, Bhagwan Aiyappa Complex,Opp. GIDC, Udhna, Pandesara Ind. Estate, Surat, Gujarat - 394221
• Registered Office: Davaindia Generic Pharmacy (A Brand of ZOTA HEALTH CARE LIMITED)Zota House 2/896, Hira Modi Street Sagrampura, Surat, Gujarat-395002
• Name of the website:www.davaindia.com(“Website”)
• Details of the website: E-Commerce Healthcare Platform

Purpose of the Policy

The Policy aims to address any Consumer complaints or issues through a well-defined and proper mechanism to ensure maximum consumer satisfaction. The Policy functions on attempting to ensure that the Consumers are treated fairly at all times, and the Company undertakes its best efforts to deal with any Consumer grievance promptly, efficiently, and with courtesy.

Grievance Redressal Mechanism

At Davaindia, customer centricity is our top priority, and we believe in providing the best experience to all our Consumers. We welcome feedback that helps us improve further. You may contact us through our Chat support by clicking here, which aims to provide solutions to all frequently asked questions.

Definition of Grievance

For the purpose of this Policy, a “grievance” or “complaint” includes any communication from the Consumer that expresses dissatisfaction in respect of the products or services offered through the Website and which seeks a remedial action, but does not include:

• Complaints that are incomplete or not specific in nature;
• Communications in the nature of offering suggestions; or
• Communications seeking guidance or explanation.

Davaindia shall address any grievances of the Consumers with respect to any goods or services provided over the Website in a time-bound manner. For this purpose, Davaindia has designated a 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: Mr. Swagato Mukherjee

Email:swagato@zotahealthcare.com

Phone: +91 847 100 9009

Once a Consumer files a complaint via email or telephonic communication on the channels specified above, the Consumer will receive an acknowledgment of the grievance from the Grievance Officer within 48 (forty-eight) hours. Each Consumer who has filed a complaint with the Grievance Officer shall receive a unique ID for tracking the status of their complaint. The Grievance Officer will undertake best efforts to redress the grievances of the customer 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 resolved 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 further grievance or complaint in respect of the same subject.

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). We will respond within 7 (seven) business days from the date of receipt of your email.

Details of the Nodal Officer

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:Mr. Sushant Bhattacharya

Email:sushant@zotahealthcare.com

Phone: +91 847 100 9009