Grievance Redressal Policy
How to raise a grievance about Platino Pharma and how we route it.
Last updated 6 July 2026 · Version v1.0.0
Consistent with the Information Technology Rules, 2021 for intermediaries, complaints are triaged and routed to the party best placed to resolve them.
How to raise a grievance
- Email: grievance@platinopharma.example
- Grievance Officer: [Grievance Officer Name]
- Address: [Registered office address], Hyderabad, Telangana, India
How complaints are routed
Complaints are received by platform support and categorised.
Platform issues — technical problems, sign-in issues, account issues, order visibility, and platform bugs — are resolved by Platino Pharma.
Medicine and order issues — quality, pricing, refunds, replacements, exchanges, delivery, and prescription verification — are routed to the responsible Pharmacy for resolution.
Response timelines
- Acknowledgment: within 48 hours of receipt.
- Resolution or substantive update: aim within 15 days, subject to complexity and cooperation from third parties.
Escalation
If you are not satisfied with the response, you may write to the Grievance Officer at the address above, or approach the appropriate consumer forum or regulatory authority.