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Customer Support Policy

Effective date: 2022-01-01

RxDx considers customer satisfaction an essential part of our mission and we are committed to delivering the best experience to every customer.

Should you face any issues or have concerns about RxDx services, please refer to this Customer Support Policy which provides detailed steps to seek redressal of your grievances. This policy has been created in line with applicable laws, regulatory rules and best practices on customer service. This policy may be reviewed, modified or amended from time to time to keep it aligned with legal, regulatory and business requirements.

This policy is an integral part of the Terms of Service of this Website.

RxDx defines a customer complaint as a deficiency or gap in the committed level of services we render to our customers. Customer complaints may be on account of a breach in committed turnaround time, non-fulfilment of customer requests, payment-related issues etc.

RxDx is not the manufacturer of the products sold on this Website. Concerns relating to fitness, merchantability and adequacy of the products sold on this Website are the responsibility of their manufacturers. We will assist you in resolving product-related concerns on a best-effort basis. Please read our Cancellations, Returns, Refunds and Replacements Policy carefully as it contains useful information on some ways that your grievances may be addressed. Any grievances related to non-returnable products will be adhered to as per the return policy of the Company.

We rely on our retail and payment partners to facilitate your use of the Services on this Website. In rare cases, you may experience a delay in resolution of your issue due to reasons beyond our control if we are required to pass on investigation to our partners. We will make our best effort to adhere to resolution timelines.

This policy does not apply to grievances where customers have shared their details to unauthorised people leading to financial leaks (for example scam webpages, telephone numbers, etc.)

OBJECTIVES OF THIS POLICY

  1. To treat all customers fairly at all times;
  2. To respond promptly and courteously to all complaints, requests and queries received from customers, within twenty-four (24) business hours of receipt or within the timeline committed for a particular type of communication; and
  3. To keep customers fully informed of the processes by which they may submit and escalate their grievances, and their rights in the rare event that they are unsatisfied with the responses of the Customer Care team.

REPORTING A GRIEVANCE

The RxDx Customer Care team may be reached by telephone, live chat or e-mail. Customer Care agents acknowledge the customer’s issue and record it in our tracking system.

RxDx has a defined turnaround time for each category of customer communication, which we will inform you of once we understand the nature of your inquiry.

To enable us to provide you with the best customer experience while maintaining a high level of efficiency in Customer Care, we request that you adhere to the following escalation protocol:

Level 1. Customer Care

You can contact our Customer Care team by calling +91 901 409 1111, chatting with us using the Live Chat functionality on this Website, or sending us an e-mail at info@rxdx.in.

The team will acknowledge your concern or query within twenty-four (24) business hours of receving it and inform you of the defined turnaround time for inquiries in the applicable category. Should the turnaround time itself be twenty-four (24) hours, the team will respond with a proposed resolution or status update.

An escalation matrix is available in each communication channel (telephone, Live Chat and e-mail) for you to speak to a Customer Care agent’s linear supervisor if required.

Level 2. Grievance Officer

Should your query remain unresolved seven (7) days after you first submitted it, please escalate the matter to our Grievance Officer. Please provide the Grievance Officer with your Case ID (if assigned) and the details of your interactions with the Customer Care team. We will respond within forty-eight (48) business hours of receiving your e-mail and will strive to resolve your queries at the earliest.

FRAUD ATTEMPTS

RxDx does not solicit confidential information like your OTP, CVV, PIN, credit or debit card number, whether through telephone calls, text messages, WhatsApp and other social media applications, surveys, e-mail, post, hyperlink or any other means. Please do not disclose your confidential information to anyone. Should you be approached by a person or persons representing themselves as from RxDx, discontinue interaction and report the suspicious activity to info@rxdx.in.

AVAILABILITY

Our Grievance Officer and Grievance Redressal Cell work Monday to Saturday, 9 AM to 5 PM.

National and Karnataka state holidays are considered non-business days.