Statutory Framework, Categorization & Escalation Policy

This Grievance Redressal Policy is issued by Apothecare Specialities Private Limited in discharge of its statutory duties under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.

1. Categories of Grievances Handled

• Product or Service Disputes: Delivery transit delays, supply of non-conforming items, packaging damages, or product quality concerns.
• Payment and Refund Complaints: Gateway transaction dropouts, chargeback errors, or refund processing delays.
• Prescription Verification Grievances: Rejection or verification delays by the Registered Pharmacist, or disputes regarding Schedule H/H1 validation.
• Privacy and Personal Data Requests: Data Principal rights requests under Sections 11–14 of the DPDP Act (access, correction, erasure, nomination).
• Intellectual Property & Takedown Requests: Formal trademark or copyright infringement notices processed in harmony with the Notice and Take-down Policy.

2. Step-by-Step Grievance Handling Process

1. Intake & Unique Ticket Generation: The grievance is assigned a unique tracking number and acknowledged within 24 hours.
2. Routing to Competent Department: Dispatched to the Qualified Person, Payments Desk, Legal Counsel, or Data Protection Officer.
3. Investigation & Evidence Gathering: Comprehensive examination of internal logistics, cold-chain records, or prescription audit trails.
4. Reasoned Formal Reply: A clear, reasoned resolution is communicated in writing.
5. Closure & 5-Year Log Retention: Logged in our compliance audit register and preserved for a minimum of 5 years.

3. Escalation Pathways

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your concern through the following statutory routes:

• Internal Escalation to Nodal Officer: Refer the matter to Sri Sreekakula Sankara Narayana (Director & Nodal Officer) by post or via ceo@apothecare.in.
• Grievance Appellate Committee (GAC): Appeal online to the Central Government's Grievance Appellate Committee under Rule 3A of the IT Rules, 2021 for content and takedown disputes.
• Consumer Dispute Commissions: Approach the District, State, or National Consumer Disputes Redressal Commission having territorial and pecuniary jurisdiction under Chapter IV of the Consumer Protection Act, 2019.
• Data Protection Board of India: Approach the Data Protection Board of India under Section 13 of the Digital Personal Data Protection Act, 2023 for data privacy concerns.

4. No Retaliation Guarantee

Apothecare will never discriminate, restrict account access, or take retaliatory measures against any customer who files a grievance in good faith.