Customer Support Policy

eViRis Health acknowledges that customer satisfaction is the key cornerstone of our growth, and customer-centricity is one of the core values we cherish and hope to uphold. We strive to provide the best customer experience from our end — however, if you face any issues or concerns with our services, we request you to refer to this policy, which sets out the detailed steps for grievance redressal.

This Customer Support Policy has been formulated in line with regulatory guidelines and other applicable laws on customer service. It outlines the framework for addressing customer grievances.

eViRis is purely an online intermediary connecting the sellers, diagnostic labs, and care partners listed on our platform with consumers. We neither control nor have any ownership of the products or services sold through our platform. Thus, all concerns with the fitness, merchantability, and adequacy of the products are the responsibility of the relevant partner, and we will employ our best efforts to assist in getting such concerns resolved through them.

The objective of this policy is to ensure that:

• All customers are treated fairly at all times.
• All complaints, requests, and queries received from customers are responded to promptly and with courtesy within 24 business hours of being raised on our portal.
• Customers are fully informed of the avenues to escalate their grievances, and of their right to escalate if they are not satisfied with the response from our Customer Service team.

We define a customer complaint as a deficiency or gap in the committed level of service rendered to you. The following are examples of issues you can raise under this policy:

• A breach in the committed turnaround time for order delivery, lab sample collection, or home nursing attendance.
• Non-fulfilment of a request you placed — a missing item, a wrong product, or a service that wasn't rendered as booked.
• Payment-related concerns — failed or duplicate transactions, incorrect charges, or refund delays.
• Quality or packaging concerns with a medicine or healthcare product delivered to you.
• Behavioural or professional conduct concerns with a delivery partner, lab phlebotomist, or home nursing attendant.
• Concerns about how your personal data or prescription was handled, in line with our Privacy Policy.

Our customer service team can be reached via call, live chat, and email. They will acknowledge your issue and capture it in our tracking system. The team will respond to your concern or query within 24 business hours of receipt, across all three channels. An escalation matrix is available in each channel for you to speak with an agent's supervisor as and when required.

• If your query remains unresolved for 7 days after you've reached out to Level 1 Customer Support, you can escalate the matter to our Grievance Officer.
• Email the Grievance Officer with the details of your interactions with our Level 1 team (order/booking ID, ticket numbers, and dates) so we can pick up where the earlier conversation left off.
• We will respond within 48 business hours from the date of receipt of your email, and strive to resolve your query at the earliest and in any event within the timelines prescribed under applicable laws.
• Our Grievance Officer remains the primary point of contact for any concerns related to the services provided on our platform, even when a matter is being resolved directly with a partner.

While we strive to address all grievances internally, we acknowledge that certain issues may be best resolved directly between you and the retail pharmacy, diagnostic lab, or home nursing partner. In such cases, we will facilitate the process by forwarding your grievance to the relevant partner to ensure a prompt and effective resolution. Our Grievance Officer continues to serve as your primary point of contact for any concerns related to the services provided on our platform.

• We will NEVER ask you for confidential details like your OTP, CVV, PIN, or full card number — through calls, SMS, WhatsApp, surveys, email, links, or any other means. Please report any such suspicious activity to our customer care email immediately.
• The Grievance Redressal cell works Monday to Friday, 9:00 AM to 6:00 PM IST. Republic Day (26 January), Independence Day (15 August), Gandhi Jayanti (2 October), and major festivals in India are treated as non-business days.
• We review this policy from time to time and may modify or amend it in line with regulatory guidelines and applicable laws to suit our business needs.
• We rely on our retail pharmacy, diagnostic lab, and home nursing partners. In rare cases you may see a delay in resolution for reasons beyond our control once a matter is passed to them. We will, however, do our best not to exceed resolution timelines.
• Grievances related to non-returnable products will be handled in line with our Cancellation, Returns & Refund Policy.
• Grievances where a customer has shared their details with unauthorised people — leading to financial loss via scam webpages, numbers, or callers — are not covered by this policy.

If you need help, start with our Level 1 Customer Support team. If your concern remains unresolved for 7 days, escalate to our Grievance Officer using the email above. We're committed to resolving every genuine grievance fairly and within the timelines set out in this policy.