RapidMedico – Grievance Redressal Mechanism#

Effective date: 2026-10-29 | Version: 1.0

1. Regulatory Framework and Purpose#

1.1 RAPIDMEDICO LLP (LLPIN ADC-0032, GSTIN 08ABOFR5960R1Z1, registered office at Ward No. 01, Sujangarh Bypass Road, Salasar, Salasar, Sujangarh, Churu- 331506, Rajasthan, India, Jaipur, Rajasthan, India) ("RapidMedico", "we", "us") is dedicated to providing prompt, fair, and transparent redressal of user grievances.

1.2 This Grievance Redressal Mechanism is published in accordance with:

• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020;
• Section 13 of the Digital Personal Data Protection Act, 2023 (DPDP Act).

2. Grievance Officer Details#

In accordance with applicable law, RapidMedico has designated a Grievance Officer to address user complaints, privacy concerns, service deficiencies, and regulatory grievances.

Grievance Officer: Arun Prajapat

Designation: Partner

Email Address: rapidmedico10@gmail.com

Helpline Number: +91 83023 89192

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)

Registered Office Address: RAPIDMEDICO LLP, Ward No. 01, Sujangarh Bypass Road, Salasar, Salasar, Sujangarh, Churu- 331506, Rajasthan, India, Jaipur, Rajasthan, India

3. Grievance Redressal Timelines#

4. How to Lodge a Grievance#

Step 1: Customer Support (Level 1)#

For initial operational issues (delivery tracking, refund inquiries, damaged items, or prescription queries), please contact our regular customer support team via in-app help or email:

• Email: rapidmedico10@gmail.com
• Helpline: +91 83023 89192

Step 2: Grievance Officer Escalation (Level 2)#

If your issue is unresolved within 72 hours, or if your concern pertains to a breach of privacy, misuse of personal data, offensive content, or legal non-compliance, you may escalate directly to our Grievance Officer:

• Send an email to rapidmedico10@gmail.com with the subject line "Formal Grievance - [Order ID / User Account]"
• Provide your full name, registered mobile number, description of the grievance, and supporting attachments (invoices, photos, screenshots);
• You will receive a unique grievance ticket number within 48 hours.

Step 3: Regulatory Escalations (Level 3)#

If you remain unsatisfied with the final resolution provided by our Grievance Officer:

• Consumer Disputes: You may approach the National Consumer Helpline at 1915 or file a grievance via the National Consumer Disputes Redressal Commission (NCDRC) portal (consumerhelpline.gov.in).
• Data Protection Complaints: You may file a complaint with the Data Protection Board of India as provided under Section 13(4) of the DPDP Act, 2023.

5. Record Keeping and Privacy#

All grievance records, correspondence, and remediation details are maintained securely in an encrypted audit log for a minimum of 3 years to ensure compliance with statutory audit and regulatory reporting requirements.