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Grievance Redressal Policy

1. This grievance redressal policy (the “Policy”) sets out M-Swasth Solutions Private Limited (the “Company” or “M-Swasth” or “We” or “Us”) policy towards redressing grievances raised by users availing services and purchasing goods from the Company’s website (“User/s” or “You”) from time to time.

2. Purpose of the Policy

The purpose of this Policy is to establish a clear and structured mechanism for addressing user grievances and concerns in a timely and effective manner. The Policy functions attempt to ensure that:

(a) All users will be treated fairly and with respect at all times; and
(b) The Company will make every effort to resolve user grievances promptly, efficiently, and courteously.

3. Details of the Company

The Company’s details, including information about the Website and relevant contact details, are provided below. You may reach out to us using the details mentioned, and we will be happy to assist you.

Legal Entity Name: M-Swasth Solutions Private Limited
Registered Office & Corporate Office: 6th Floor, Tower A, VATIKA BUSINESS PARK, Badshahpur Sohna Rd, near Open Tap, Vatika City, Block W, Sector 49, Gurugram, Haryana 122018.

3.1. Name of the website & application: https://m-swasth.in/ & m-swasth
3.2. Nature of Service: Digital Healthcare Provider

4. Grievance Redressal Mechanism

For the purpose of this Policy, a “grievance” or “complaint” includes any communication from a User expressing dissatisfaction with the products or services offered through the Website. However, the following shall not be considered as grievances:

  • complaints that are incomplete or not specific in nature;
  • communications from Users in the form of suggestions;
  • requests seeking guidance or explanations; or
  • issues arising where a User has shared their details with unauthorized individuals, leading to financial loss.

Level 1: Customer Support

Users may raise grievance through the following channel:

The team shall respond to your query within 48 (Forty-eight) hours to 72 (Seventy-two) hours from the receipt of Your query.

Level 2: Grievance Officer

If your query remains unresolved for 7 days after receipt of such a query at Level 1, You can contact the designated 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 our Grievance Officer through the below-mentioned details.

Name: Jatin Arora
Email: grievance@m-swasth.in
Phone: 9217374686

(a) Once a User files a complaint or a grievance via email or telephonic communication on the channels specified above, the User will receive an acknowledgement of the grievance from the Grievance Officer, within 48 (forty-eight) hours.
(b) Each User who has filed a complaint with the Grievance Officer shall receive a Ticket ID for tracking the status of their grievance.
(c) The Grievance Officer will undertake best endeavors to redress the grievances of the Users expeditiously but in any case, grievances will be addressed within 1 (one) month from the date of receipt of the grievance.

5. Closure of Grievance

A grievance will be considered as disposed off and closed in any of the following instances, namely:

  • where the complainant has communicated its acceptance of the response of the Grievance Officer / any other person associated with the Company; or
  • 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.

* The contact numbers displayed above shall be operational on Monday to Saturday from 10:00 AM to 06:30 PM only (excluding public holidays). You are requested to follow the IVR options.

6. Healthcare Disclaimer

The Company provides digital healthcare services based on information shared by Users. Such services do not substitute physical medical consultation where required.
Any dissatisfaction relating to medical outcomes shall be addressed in accordance with applicable medical standards and regulations.

7. Data Privacy and Confidentiality

All grievances involving personal or health-related data shall be handled in accordance with the Company’s Privacy Policy and applicable data protection laws.

8. Governing Law and Jurisdiction

This Policy shall be governed by the laws of India and subject to the jurisdiction of courts in Gurugram, Haryana.