Grievance Redressal Policy
If something on greenhealtheasy hasn't gone the way it should — a booking, a provider, a payment, or how your data was handled — here's how to raise it and what to expect.
1. What this policy covers
This is our Grievance Redressal Policy, maintained in line with the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023. It applies to any complaint about a booking, a doctor/clinic/pharmacy/delivery agent's conduct, billing or a refund, a technical problem with the platform, or how your personal data was handled.
2. Grievance Officer
Our Grievance Officer can be reached at grievance@greenhealtheasy.com or through our Contact Us form. Please include your registered email/phone, the booking or order ID if relevant, and as much detail as you can about the issue.
3. How to raise a complaint
- Booking, provider, or delivery issue — first try resolving it directly where possible (e.g. asking a pharmacy about a substitute, or a clinic about a delay); if that doesn't work, write to our Grievance Officer.
- Billing, payment, or refund issue — see our Cancellation & Refund Policy first, then contact us if your case isn't covered or hasn't been resolved as described there.
- Data privacy or consent issue — see the rights and grievance sections of our Privacy Policy.
- Anything else — use our Contact Us form.
4. Response timelines
We aim to acknowledge every complaint within 48 hours and resolve it within 30 days, as required under the Consumer Protection (E-Commerce) Rules, 2020. A complaint involving a specific doctor, clinic, or pharmacy may take longer if we need to review records or contact them directly — we'll keep you updated if that's the case.
5. Complaints about a doctor, clinic, or pharmacy
We take a complaint about a provider's conduct, a missed appointment, or a clinical/dispensing concern seriously — these go to our verification/compliance review, which can result in a warning, suspension, or removal from the platform depending on severity. Where a complaint concerns a practitioner's professional conduct rather than platform use, we may also direct you to the relevant State Medical Council or pharmacy regulator, since disciplinary authority over a licensed professional's practice sits with them, not with greenhealtheasy.
6. If you're not satisfied
If a complaint isn't resolved to your satisfaction, you can escalate a consumer complaint to the National Consumer Helpline / your local consumer forum under the Consumer Protection Act, 2019, or a data-privacy complaint to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
Last updated: September 10, 2026