Grievance Redressal Policy

1. Purpose, Platform Role & Intermediary Scope

QWIKPRO PAYMENTS PRIVATE LIMITED ("QwikPro", "Company", "we", "us", or "our"; CIN: U66190GJ2023PTC144619) is committed to maintaining a transparent, accessible, and accountable digital environment. This Grievance Redressal Policy sets forth the official mechanism for lodging, investigating, and resolving complaints arising from your access to and use of our web portals, mobile software applications, and digital technology suites (including QwikCare, QwikDoc, QwikPharm, and QwikPe).

Strict Intermediary Operating Position: QwikPro operates exclusively as a technology infrastructure provider and digital intermediary within the meaning of Section 2(1)(w) and Section 79 of the Information Technology Act, 2000. For the avoidance of any doubt across all commercial and clinical interactions:

• QwikPro is NOT a licensed pharmacy, chemist, druggist, manufacturer, wholesaler, stockist, or retailer of pharmaceutical products. QwikPro does not own, stock, compound, dispense, or package medication.
• QwikPro is NOT a hospital, clinic, diagnostic pathology laboratory, medical establishment, or Registered Medical Practitioner (RMP). QwikPro does not practice medicine, render clinical advice, conduct diagnostic examinations, or supervise medical treatment.
• QwikPro is NOT a courier, freight forwarder, or logistics operator. Delivery carriage is conducted by independent Third-Party Logistics (3PL) carriers or designated Logistics Network Participants.
• QwikPro is NOT an insurer, banking institution, or payment aggregator unless separately and expressly authorized under a distinct regulatory license. Electronic financial settlements are processed through authorized Reserve Bank of India (RBI) regulated banking institutions and payment gateways.

Consequently, while QwikPro takes full responsibility for its proprietary digital infrastructure, technical availability, platform-generated billing, and data protection practices, QwikPro does not assume vicarious or strict liability for the independent commercial, diagnostic, clinical, or physical acts of third-party sellers, practitioners, laboratories, or delivery carriers.

2. Definitions & Categorization of Submissions

To ensure prompt and structured processing, incoming communications are categorized into distinct operational and statutory workflows. A "Grievance" is formally defined as an expression of dissatisfaction, dispute, or complaint alleging a specific technical malfunction, service deficiency, breach of terms, or violation of statutory legal rights directly attributable to QwikPro's digital platform, software services, or operational conduct, including:

• Platform uptime, software glitches, session timeouts, or mobile application crashes;
• User account access, unauthorized login alerts, or authentication blockades;
• Transaction-routing anomalies or platform-generated software billing discrepancies;
• Technical extraction discrepancies generated by proprietary OCR or AI software modules;
• Statutory privacy rights requests under the Digital Personal Data Protection Act, 2023.

To maintain operational efficacy, the following communication categories are handled separately and do not constitute formal legal grievances:

2.1 Routine Information Requests

Inquiries concerning general platform functionality, onboarding requirements, provider directory listings, software subscription pricing, or order tracking queries where no service failure is alleged are classified as informational requests and handled by our standard customer support desk.

2.2 Feedback & Product Suggestions

User recommendations, feature requests, UI enhancements, and general subjective impressions are reviewed by our product management teams to improve service quality. Constructive feedback does not trigger a formal investigative or escalation cycle.

2.3 Third-Party Commercial & Professional Complaints

Complaints concerning medicine quality, damaged packaging, drug dispensing errors, clinical diagnoses, medical advice, diagnostic report turnaround, or physical courier delays are governed by the specialized routing procedures set forth in Section 6 below. QwikPro facilitates communication and transmits data to the responsible independent entity without assuming underlying merchantability or professional liability.

3. Level-1 Operational Customer Support Desk

All operational queries, software glitches, platform billing inquiries, and service clarifications should be submitted in the first instance to our Level-1 Customer Support Desk. This ensures that routine issues are evaluated rapidly by technical and operations specialists before invoking statutory escalation procedures.

3.1 Reference Identification & Tracking Protocol

Users submitting inquiries to our support desk should quote relevant identifiers in their email subject line, including:

• Registered user mobile number and account email address;
• Specific appointment reference, order number, or transaction hash (where applicable);
• Detailed description of the error message, including digital screenshots or screen recordings;
• Prior email correspondence trails for ongoing support matters.

Operational Note: While QwikPro does not currently maintain an automated public-facing CRM ticket portal on its legal website (which is noted as a future engineering milestone), all inquiries received via [email protected] are logged against the sender's registered email thread and assigned an internal support reference. Our Level-1 support desk targets an initial response within twenty-four (24) to forty-eight (48) business hours.

4. Level-2 Formal Escalation to Grievance Officer

Where an operational complaint submitted to our Level-1 Customer Support Desk has not been acknowledged within forty-eight (48) business hours, where the proposed operational resolution is unsatisfactory, or where the matter concerns formal statutory compliance (such as intermediary guidelines under the Information Technology Act, 2000, or data principal rights under the Digital Personal Data Protection Act, 2023), users may formally escalate the dispute to our designated Grievance Officer.

4.1 Statutory Timelines & Procedural Commitments

In strict compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Section 12 of the Digital Personal Data Protection Act, 2023, and applicable consumer protection provisions:

• Acknowledgment Timeline: All formal grievances addressed to the Grievance Officer will be acknowledged within forty-eight (48) hours of receipt, providing the complainant with an acknowledgment confirmation and reference tracking detail.
• Resolution Timeline: QwikPro will investigate and resolve the grievance within the applicable statutory period, not exceeding thirty (30) calendar days from the date of formal receipt. Where a grievance requires complex technical diagnostics or inputs from independent third-party participants (such as banks, laboratories, or external pharmacies), periodic interim status updates will be communicated.

4.2 Necessary Escalation Information

To facilitate an objective inquiry without imposing bureaucratic burdens, escalations should include: (a) full name and registered contact details; (b) copy or reference of the prior Level-1 support interaction; (c) precise factual summary of the grievance; and (d) any relevant electronic documentation (such as order confirmations, invoices, or payment gateway debits). QwikPro does not condition the exercise of statutory grievance rights upon onerous documentation hurdles.

5. Investigation, Resolution & Administrative Closure

Upon receipt of a formal escalation, the Grievance Officer initiates an objective investigation adhering to principles of natural justice and procedural fairness:

• Platform Audit Trail Review: Analysis of server access logs, API gateway request payloads, database audit trails, and payment reconciliation files;
• Stakeholder Inquiry: Where a dispute touches an integration node, formal inquiries are directed to the relevant fulfilling pharmacy, consulting RMP, diagnostic laboratory, or payment gateway;
• Corrective Determination: Where platform deficiency is established, QwikPro executes software bug remediation, data correction, or financial reconciliation in accordance with our legal policies.

5.1 Criteria for Official Grievance Closure

A grievance is formally classified as administratively closed only under one or more of the following verifiable conditions:

1. The proposed corrective action or resolution is formally accepted or acknowledged by the complainant;
2. The identified platform or technical malfunction has been rectified, verified, and communicated in writing;
3. The complaint has been formally routed to the responsible independent entity (e.g., licensed pharmacy or medical council) with complete routing details communicated to the user;
4. A reasoned written response explaining platform findings, regulatory boundaries, and external avenues of redress has been issued to the complainant; or
5. Further investigation is objectively impossible due to the complainant's failure to provide essential clarifying information despite at least two (2) written follow-up reminders.

6. Third-Party Routing & Multi-Stakeholder Matrix

Because QwikPro operates as a technology facilitator connecting consumers, independent healthcare professionals, retail pharmacies, laboratories, and banking networks, complaints must be directed to the entity possessing actual operational, clinical, and regulatory authority over the underlying service.

6.1 Pharmacy Product & Dispensing Complaints

In strict compliance with the Drugs and Cosmetics Act, 1940, and Pharmacy Practice Regulations, the fulfilling licensed retail pharmacy is solely responsible for medication packaging, batch integrity, expiry validation, and dispensing accuracy. QwikPro does not dispense medication. Users alleging wrong medication or damaged seals should refer to our Refund & Cancellation Policy and Terms & Conditions.

6.2 Clinical Decision & Medical Ethics Inquiries

Virtual consultations facilitated on QwikPro occur between patients and independent RMPs governed by the Telemedicine Practice Guidelines, 2020. QwikPro does not employ physicians and does not supervise medical practice. For complaints alleging clinical negligence, misdiagnosis, or professional misconduct, complaints must be submitted to the relevant State Medical Council or the Ethics and Medical Registration Board (EMRB) under the National Medical Commission. Platform connectivity issues may be escalated under our Telemedicine & Medical Disclaimer.

6.3 Diagnostic Testing & Laboratory Workflows

Specimen collection, biological testing, pathology analysis, and laboratory turnaround times (TAT) are the sole operational responsibility of independent accredited diagnostic laboratories. QwikPro facilitates digital report delivery and appointment booking only.

6.4 Logistics & Carriage Deficiencies

Physical carriage, doorstep delivery, transit safety, and temperature compliance are managed by independent 3PL carriers. QwikPro does not own or operate delivery fleets. Transit damages or delivery failures are reconciled with the fulfilling seller pursuant to Section 7 of our Refund Policy.

6.5 Payment Gateway Reversals & Banking Chargebacks

Electronic payments processed via QwikPe are settled through RBI-authorized payment aggregators and banking partners. For duplicate deductions or orphaned payment debits, reversals are processed within three (3) to five (5) business days pursuant to Section 10 of our Refund & Cancellation Policy.

6.6 ONDC Network Issue & Grievance Management (IGM)

Where transactions occur over the Open Network for Digital Commerce (ONDC), disputes originating from a consumer Buyer Application ("Buyer App") must be initiated through the Buyer App's interface using ONDC IGM protocols. QwikPro operates as a Seller-Side Network Participant / Technology Provider transmitting structured network messages to the fulfilling retail pharmacy.

6.7 Data Privacy & Health Data Governance

Grievances regarding personal data, ABHA profile unlinking, consent withdrawal, or digital record erasure are investigated directly by our Grievance Officer in alignment with our Privacy Policy and Health Data & AI Policy.

7. Confidentiality & Data Protection Safeguards

All communications, transaction records, clinical summaries, and digital evidence submitted in connection with a grievance are treated with strict confidentiality. Processing is conducted in conformance with the Digital Personal Data Protection Act, 2023, and reasonable security practices mandated under the Information Technology (SPDI) Rules, 2011.

Qualified Confidentiality: Complaint details are disclosed strictly on a need-to-know basis to authorized internal technical investigators, fulfilling pharmacies, consulting doctors, or accredited laboratories solely for the purpose of investigating and resolving the grievance, or to competent statutory law enforcement and judicial bodies upon lawful subpoena or order.

Non-Discrimination & Anti-Retaliation: QwikPro upholds an absolute zero-tolerance policy against retaliation. Lodging a legitimate grievance will never result in discriminatory treatment, arbitrary suspension of lawful account services, or denial of platform access.

8. Policy Administration, Revisions & Versioning

This Grievance Redressal Policy is administered under the executive authority of the Board of Directors of QWIKPRO PAYMENTS PRIVATE LIMITED. We reserve the right to revise or update this document periodically to mirror legislative amendments, evolving judicial precedents, administrative changes, or technological enhancements.

Substantive modifications will be published on this URL with an amended "Last Updated" timestamp at the head of the document. Continued access to or use of the Platform following such modifications constitutes your formal agreement to the revised procedural terms.

9. Applicable Statutory & Regulatory Framework

This Grievance Redressal Policy is structured and published in formal compliance with the laws of the Republic of India, specifically incorporating:

• Section 79 of the Information Technology Act, 2000, and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• Section 12 of the Digital Personal Data Protection Act, 2023 (DPDP Act);
• Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (SPDI Rules);
• The Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020 (as applicable to digital intermediaries and technology facilitators);
• Open Network for Digital Commerce (ONDC) Issue & Grievance Management (IGM) framework protocols (for ONDC transactions).

Legal Notice: Any disputes arising from this Policy or the grievance procedure shall be subject to the exclusive territorial jurisdiction of the competent courts situated in Gandhinagar / Ahmedabad, Gujarat, India, subject to applicable statutory consumer dispute forums.