1. This
grievance redressal policy (the “Policy”) sets out Cellova Lifesciences’s (the
“Company” or “Sahicare” or “We” or
“Us”) policy towards redressing grievances raised by consumers purchasing goods and services from the
Company’s website (“Consumer” or “You”) from time to time.
2. Details of the Company
The details of the Company
responsible for the Website and the contact
information are provided
below. You may contact Us through the below mentioned contact details
and We will be glad to assist You.
a) Legal
Entity Name: Cellova Lifesciences
b) Corporate Office: Unit No-01,
Plot No-570 Vishwakarma Colony, Maliwara, Ghaziabad,
Uttar Pradesh 201001
c) Registered Office: Unit No-01, Plot No-570
Vishwakarma Colony, Maliwara,
Ghaziabad,
Uttar Pradesh 201001
e) Details of the website:
E-Commerce Healthcare Technology Platform
3. Purpose of the Policy
3.1
The Policy aims to
address any Consumer complaints or issues through a well-defined and proper
mechanism to ensure maximum consumer satisfaction.
3.2
The Policy functions
on attempting to ensure that the Consumers would be always treated fairly,
and the Company
would undertake its best efforts
to deal with any Consumer
grievance promptly, efficiently and with courtesy.
4. Grievance Redressal Mechanism:
4.1 At
Sahicare, customer centricity is our topmost priority and hence we believe in
providing the best experience to
all our Consumers. We look forward to any feedback which will help us improve
further. You may contact us through our Contact Us page
by clicking
4.2
For the purpose of
this Policy, “grievance” or “complaint” includes any communication from the Consumer that expresses
dissatisfaction in respect of the products or services offered through the Website and which
seeks a remedial action, but does not include
the following:
a) complaints that are incomplete or not specific
in nature.
b) communications in offering suggestions; or
c) communications seeking
guidance or explanation.
4.3 Sahicare
shall address any complaints and grievances of the Consumers with respect to
any goods or services provided over
the Website in a time-bound manner. For this purpose, Sahicare India has designated a grievance officer
(“Grievance Officer”). The Grievance Officer shall be responsible for Consumer grievance redressal in accordance with
the grievance redressal mechanism
provided in this Policy. You can contact the Grievance Officer through the
below mentioned contact details.
a) Name:
Mayank Goel
c) Phone: +91
9873728842
4.4
Once a Consumer files a complaint via email or telephonic communication on the channels
specified above, the Consumer will receive an acknowledgment of the
grievance from the Grievance Officer, within 48 (forty-eight) hours.
4.5
Each Consumer who has
filed a complaint with the Grievance Officer shall receive a unique ID for
tracking the status of their
complaint.
4.6
The Grievance Officer
will undertake best endeavors to redress the grievances of the customer expeditiously but in any case,
grievances will be addressed within 1 (one) month from the date of receipt of the grievance.
4.7
A grievance will be
considered as disposed-off and closed in any of the following instances, namely:
a)
where the complainant
has communicated its acceptance of the response of the Grievance Officer
/ any other person associated
with the Company; or
b)
where the complainant
has not responded within thirty days of the receipt of the written response
and has not raised any grievance or complaint in respect of the same subject.
4.8
In the unlikely event
that your issue remains unresolved to your satisfaction despite escalating to our Grievance Officer, you
can reach out to our Nodal Officer (details specified below). We will respond within 7
(seven) business days from the date of receipt of your
email.
4.9
The contact
numbers displayed above
shall be operational on Monday to Saturday from 08:00 AM to 08:00 PM only. You are requested to follow the IVR options.
5. Details of the Nodal Officer:
In accordance with the Consumer Protection (E-Commerce) Rules, 2020,
the Company has appointed a resident
nodal person (“Nodal Person”) who shall be responsible for ensuring compliance with the provisions of the
Consumer Protection Act, 2019 and the rules made thereunder. You can contact the Nodal Officer
through the below mentioned contact
details in case of
any escalation of complaints.
a) Name:
Sunil Sharma
6. Information requests
Any person may, before the purchase of any goods
or services from the Website,
request for the following
information on the seller from whom the goods or services are proposed to be purchased.
a) Principal geographic address of headquarters and all branches.
b) Name and details of the website.
c) E-mail address;
and
d)
Any other information
necessary for communication with the seller for effective dispute resolution.
