Grievance Redressal Policy

Legal Entity Name: Sai IndiaDrugMart Private Limited

Registered Office: Bangalore UB City, Level 14 & 15, Concorde Towers, UB City, 1 Vittal Mallya Road, Bangalore, Karnataka. 560001 India

Website: www.metabolixmdindia.com

Platform: Telehealth and Medical Consultation Platform (we do not sell or deliver medicines)

This policy is designed to:

• Address user complaints or issues regarding our consultation and related services via a defined mechanism.
• Ensure fair treatment and prompt, courteous handling of all grievances.

At MetabolixMD India, customer satisfaction is our highest priority. Feedback and complaints help us improve. You may contact us through chat support or email.

Definition of Grievance: "Grievance" or "complaint" means any communication expressing dissatisfaction with our consultation or related services and seeking remedial action. It does NOT include:

• Complaints that are incomplete or unspecific
• Suggestions for improvement
• Requests for guidance or explanation

Grievances are addressed in a time-bound manner. MetabolixMD India designates a Grievance Officer to resolve all consumer issues. Contact details are provided below.

Acknowledgment: Upon filing a complaint, you'll receive an acknowledgment within 48 hours and a unique ID for tracking.

Resolution Timeline: Grievances are addressed within 1 month of receipt.

Closure of Grievance: A grievance is considered closed if the complainant accepts the response, or does not respond within 30 days after written reply and no further issue is raised.

Operating Hours: Contact numbers are operational Monday to Saturday, 10:00 AM to 7:00 PM. IVR support available.

Before availing our consultation or related services, you may request information about:

• Principal geographic address of headquarters & branches
• Website name and details
• Email address
• Any other information needed for effective dispute resolution